[COLOR="Blue"]Your message:
Hi
My T500RS has stopped working.
It is completely dead and no longer recognised by my PC or by my PS3.
The blue power light on the mains still lights up but both my PC and PS3 no longer recognise the USB.
Before the T500RS stopped working I was running the latest firmware.
Hope you can help
Thanks
Martin.
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From: Thrustmaster Technical Support
Sent: Monday, April 23, 2012 3:57 PM
Dear Mr. Martin
Regarding your T500 RS.
We recommend you to download and install the latest drivers from our support page. Before proceeding with the
installation of the new drivers, please make sure to uninstall the drivers you have already installed on your
computer.
http://ts.thrustmaster.com/eng/index.php?pg=view_files&gid=1&fid=2&pid=316&cid=15
Furthermore, please follow the instructions from the link below in order to attempt to flash the firmware again on
your wheel when being connected in Boot mode:
http://ts.thrustmaster.com/download/accessories/Manuals/T500RS/T500RS_Bootloader_Method.pdf
Furthermore, we recommend you to make sure to update your PlayStaion 3 and also to install the latest patch for the
Gran Turismo 5 game and also update the other games you are playing. You will need an internet connection on your
PS3.
If the problem persists, please do not hesitate to contact us back.
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Your message:
Hi
I followed the instructions to the letter including downloading the drivers to an alternative PC.
I tried this procedure to use latest drivers and flash firmware on both my normal PC and also my laptop
but the wheel is still completely dead.
My PS3 also doesn?t recognise the wheel any more and I am running an internet enabled up to date version of GT5.
The wheel does not show in my devices under sound and game controllers in control panel on my PC or my laptop even
after following the procedure as per instruction.
I include proof of purchase attached in case required.
Many thanks
Martin.
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From: Thrustmaster Technical Support
Sent: Tuesday, April 24, 2012 3:06 PM
Dear Mr. Martin,
Regarding your T500 RS.
Thank you for your reply.
Herewith we would like to ask you if you have also tried to flash the latest firmware when having the wheel
connected in boot mode to your computer and if you have received any message from Windows when having the wheel
connected:
http://ts.thrustmaster.com/eng/index.php?pg=view_files&gid=1&fid=2&pid=316&cid=15
Furthermore, please tell us if the LED on the power adapter is still on and if you tried to also connect it to
different power outlets. Please make sure to directly connect the device to your PC in the rear USB port, and not
use any USB hubs, powered or not. Also, please tell us if your wheel is mounted in a cockpit.
We would like to kindly ask you to confirm us the following information:
- Serial number of wheel;
- Version (V1/2/3/4/5) of the wheel - you can find the version of the wheel on the sticker which is placed on the
back side of the wheel's basis;
We are looking forward to your answer.
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Your message:
Hi
I appreciate the speedy responses and suggestions to wake my wheel from the dead.
This evening I have again tried to flash the firmware in boot mode.
Unfortunately, I receive no messages in Windows whilst having the wheel connected or whilst connecting. (The
expected messages I had on first install some months ago and those listed in your .pdf guide do not appear).
I confirm I have tried several different USB Ports on the rear of my PC and also tried an alternative laptop. The
wheel is also no longer recognised by my PS3 console on which I run
an internet enabled latest version of GT 5.
I can also confirm that I was running the latest firmware and drivers before the wheel failed.
After the wheel failed I also followed your instructions to uninstall drivers and then re-download from your
website, reinstall and flash firmware as per the .pdf guide.
The blue LED does indeed light up on the Power Adapter when connected to a power outlet regardless of which outlet
I use.
I have also ensured that the power adapter is properly connected to the wheel.
My wheel is not mounted in a cockpit but is fastened to my PC desk via the standard fitting clamp.
The wheel remains in this position when not in use however I do regularly change the USB from PC to PS3 depending
on whether it?s GT 5 or iRacing/PC sims. This change would only ever take place
when either unit is off so not sure if relevant.
The information from the sticker on the underside of the wheel is as follows:
T500 RS Racing Wheel (V. 1)
S/N *************
Many thanks
Martin
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From: Thrustmaster Technical Support
Sent: Wednesday, April 25, 2012 12:57 PM
Dear Mr. Martin,
Regarding your T500 RS.
Thank you for your reply.
Following your Email we would like to recommend you to only connect the wheel to your PC, without the pedal set
connected to the base, and retry to flash the firmware in boot mode. Furthermore, we would like to kindly ask you
to check the USB cable of the wheel and the cable of the pedal set for any pinch marks.
If the problem still persists, please do not hesitate to contact us back.
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Your message:
Hi
I have now tried to flash the firmware in boot mode without the pedal set connected to the base.
I have also re-tried this procedure again on an alternative laptop both with and without the pedal set connected
(obviously having downloaded drivers to the laptop first).
The wheel is still not being recognised.
There are no kinks or pinches on either the USB cable on the wheel nor the cable on the pedal set.
Regards
Martin
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From: Thrustmaster Technical Support
Sent: Thursday, April 26, 2012 11:28 AM
Dear Mr. Martin ,
Regarding your T500 RS.
Thank you for your reply.
Following your Email we would like to inform you that we decided to start a RMA procedure for your wheel.
In order to proceed with the RMA procedure please reply to this Email by including the following information:
- First name
- Last name
- Phone number;
- Complete postal address;
- Proof of purchase;
We are looking forward to your reply.
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Address/ Proof of purchase supplied
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Your message:
Hi
Please can you give me an update?
I have now been without my wheel for some time which is a problem for me.
I have not heard anything for 5 days and need to decide if I should buy a G27.
Thanks
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From: Thrustmaster Technical Support
Sent: Wednesday, May 02, 2012 9:50 AM
Dear Mr. Martin,
Regarding your T500 RS.
Firstly we would like to apologize for the late answer.
Thank you for sending us the requested details.
We have started a special RMA procedure in order to check and repair your wheel. The UPS slip will be sent to you
tomorrow.
The RMA reference number is: **************
Please follow the procedure we have attached you to correctly pack the wheel in the original box.
As soon as we receive the product it will be examined and either repaired or exchanged.
We rest at your disposal for any further inquiries.
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Your message:
Dear Sir/Madam
I initially contacted Technical support over a month ago when my T500RS wheel stopped working.
I followed all instructions and suggestions before finally being asked to return the wheel.
Since then I have unfortunately not heard anything.
I am a 12 month subscription based user to the iRacing.com service and have been unable to use my paid subscription
for over a month due to the faulty wheel.
This was my first Thrustmaster branded product which although very expensive was purchased on the back of excellent
product reviews.
Unfortunately my wheel only lasted 10 months before developing a fault where the wheel completely stopped working.
The wheel was received back in France on 16th May so I would assume someone has now had the chance to look at it.
Therefore I would very much appreciate an update on the status of my wheel and if at all possible an estimate on
the timeframe before I can expect it back.
Many thanks
Martin
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From: Thrustmaster Technical Support
Sent: Tuesday, May 29, 2012 1:58 PM
Dear Mr. Martin
Regarding your T500 RS.
Thank you for your reply.
Herewith we would like to inform you that your wheel has arrived in our repair center on 16th May and it is
currently being checked by our technicians. Most probably, your wheel will be sent back to you at the beginning of
next week. You will receive a notification when the package will be sent to you.
We rest at your disposal for any further inquiries.[/COLOR]
