Difference between revisions of "Pinebook Pro Troubleshooting Guide"

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[[Pinebook_Pro|Back to the main Pinebook Pro page]]
[[Pinebook_Pro|Back to the main Pinebook Pro page]]


=== New from the factory - Pinebook Pro won't boot / power on ===
=Power And Boot=
 
== New from the factory - Pinebook Pro won't boot / power on ==
* Some Pinebook Pros came from the factory with the eMMC switch in the disabled position. It should be switched towards the back / hinge to enable the eMMC.<br>
* Some Pinebook Pros came from the factory with the eMMC switch in the disabled position. It should be switched towards the back / hinge to enable the eMMC.<br>
* The eMMC may have come loose during shipment. [https://wiki.pine64.org/index.php/Pinebook_Pro_Main_Page#Accessing_the_Internals_-_Disassembly_and_Reassembly Open]  the back and verify that the eMMC is firmly seated.<br>
* The eMMC may have come loose during shipment. [https://wiki.pine64.org/index.php/Pinebook_Pro_Main_Page#Accessing_the_Internals_-_Disassembly_and_Reassembly Open]  the back and verify that the eMMC is firmly seated.<br>
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* It's possible that your eMMC is empty from the factory. Simply create a bootable SD card and see if your Pinebook Pro boots. If so, you can then write an OS image to the eMMC.
* It's possible that your eMMC is empty from the factory. Simply create a bootable SD card and see if your Pinebook Pro boots. If so, you can then write an OS image to the eMMC.


=== Pinebook Pro will not power on after toggling the eMMC enable/disable switch ===
== Pinebook Pro will not power on after toggling the eMMC enable/disable switch ==
* This may happen if you meant to toggle the UART/Headphone switch (9) towards touchpad for headphone use and instead you toggled the eMMC enable/disable switch (24).
* This may happen if you meant to toggle the UART/Headphone switch (9) towards touchpad for headphone use and instead you toggled the eMMC enable/disable switch (24).
* After reenabling eMMC by toggling switch (24) towards hinge, if Pinebook Pro does not turn on then press the RESET button (28). It is clearly marked 'reset' on the PCB board.
* After reenabling eMMC by toggling switch (24) towards hinge, if Pinebook Pro does not turn on then press the RESET button (28). It is clearly marked 'reset' on the PCB board.


=== Pinebook Pro will not power on after removing and replacing EMI shielding ===
== Pinebook Pro will not power on after removing and replacing EMI shielding ===
* Closely inspect that the shielding is firmly seated in the clips on all sides. You can be seated in the clips on one axis, and have missed on an another axis.
* Closely inspect that the shielding is firmly seated in the clips on all sides. You can be seated in the clips on one axis, and have missed on an another axis.


=== Pinebook Pro won't boot when using UART console cable ===
== Pinebook Pro won't boot when using UART console cable ==
* If you're using the UART cable sold on the Pine Store, you may want to see if it boots after you disconnect it. Some users report that custom-made cables based on FTDI UART adapters do not cause this issue.
* If you're using the UART cable sold on the Pine Store, you may want to see if it boots after you disconnect it. Some users report that custom-made cables based on FTDI UART adapters do not cause this issue.
* Make sure your USB to serial UART device is 3.3v. Many are 5v and some even +-12v. Pinebook Pro's only support 3.3v and may act eratically when using higher voltage. Further, higher voltage could permananetly damage the Pinebook Pro's SoC.
* Make sure your USB to serial UART device is 3.3v. Many are 5v and some even +-12v. Pinebook Pro's only support 3.3v and may act eratically when using higher voltage. Further, higher voltage could permananetly damage the Pinebook Pro's SoC.


=== WiFi issues ===
=WiFi And Bluetooth=
 
== WiFi issues ==
* First, check the privacy switches to make sure your WiFi is enabled. They are persistant. See [[Pinebook_Pro_Main_Page#Privacy_Switches|Privacy Switches]]
* First, check the privacy switches to make sure your WiFi is enabled. They are persistant. See [[Pinebook_Pro_Main_Page#Privacy_Switches|Privacy Switches]]
* Next, you may have to modify the <code>/etc/NetworkManager/NetworkManager.conf</code> as root user, and replace <code>managed=false</code> with <code>managed=true</code>. Then reboot.
* Next, you may have to modify the <code>/etc/NetworkManager/NetworkManager.conf</code> as root user, and replace <code>managed=false</code> with <code>managed=true</code>. Then reboot.
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&nbsp; &nbsp; &nbsp; &nbsp; <code>sudo tee /sys/bus/platform/drivers/dwmmc_rockchip/{un,}bind <<< 'fe310000.dwmmc'</code>
&nbsp; &nbsp; &nbsp; &nbsp; <code>sudo tee /sys/bus/platform/drivers/dwmmc_rockchip/{un,}bind <<< 'fe310000.dwmmc'</code>


=== Bluetooth issues ===
== Bluetooth issues ==
* When connecting a Bluetooth device, such as a Bluetooth mouse, it does not automatically re-connect on re-boot. In the Bluetooth connection GUI, there is a yellow star for re-connect on boot. Use that button to enable a persistent connection. It can be changed back later.
* When connecting a Bluetooth device, such as a Bluetooth mouse, it does not automatically re-connect on re-boot. In the Bluetooth connection GUI, there is a yellow star for re-connect on boot. Use that button to enable a persistent connection. It can be changed back later.
* Bluetooth-attached speakers or headset require the <b>pulseaudio-module-bluetooth</b> package. If not already installed, it can be installed with a package manager or with:<br>
* Bluetooth-attached speakers or headset require the <b>pulseaudio-module-bluetooth</b> package. If not already installed, it can be installed with a package manager or with:<br>
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* When using Bluetooth-attached speakers or headset and 2.4Ghz WiFi at the same time, you may experience stuttering of the audio. One solution is to use 5Ghz WiFi if you can. Or you may try using a different 2.4Ghz channel, perhaps channel 1 or the top channel, (11 in the USA, or 13/14 in some other countries).
* When using Bluetooth-attached speakers or headset and 2.4Ghz WiFi at the same time, you may experience stuttering of the audio. One solution is to use 5Ghz WiFi if you can. Or you may try using a different 2.4Ghz channel, perhaps channel 1 or the top channel, (11 in the USA, or 13/14 in some other countries).


=== Sound issues ===
 
=Sound=
 
== Sound issues ===
* Many reports of no sound are due to the OS, incorrect settings, or other software problems (eg. PulseAudio). So first test to see if it is a software or hardware problem, by trying another OS via SD card.  (For example, if Debian is installed on the eMMC, try Ubuntu on SD.)  
* Many reports of no sound are due to the OS, incorrect settings, or other software problems (eg. PulseAudio). So first test to see if it is a software or hardware problem, by trying another OS via SD card.  (For example, if Debian is installed on the eMMC, try Ubuntu on SD.)  
* If you cannot get sound from the headphone jack, but can get sound from the speakers, then the headphone / UART console switch may be set to the UART mode. You can open the back and check the position of the switch. If set to UART mode, switch it to headphone mode. See the parts layout for the location and correct position of the switch.
* If you cannot get sound from the headphone jack, but can get sound from the speakers, then the headphone / UART console switch may be set to the UART mode. You can open the back and check the position of the switch. If set to UART mode, switch it to headphone mode. See the parts layout for the location and correct position of the switch.
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** The permanent fix is to re-wire one speaker, though this requires soldering small wires.
** The permanent fix is to re-wire one speaker, though this requires soldering small wires.


=== USB docks & USB C alternate mode video ===
 
=USB docks & USB C alternate mode video =
 
The Pinebook Pro uses the RK3399 SoC (System on a Chip). It supports a video pass through mode on the USB C port using DisplayPort alternate mode. This DisplayPort output comes from the same GPU used to display the built-in LCD.  
The Pinebook Pro uses the RK3399 SoC (System on a Chip). It supports a video pass through mode on the USB C port using DisplayPort alternate mode. This DisplayPort output comes from the same GPU used to display the built-in LCD.  


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* USB docks that also use USB C alternate mode DisplayPort will always have USB 2 available, (480Mbps, half-duplex).
* USB docks that also use USB C alternate mode DisplayPort will always have USB 2 available, (480Mbps, half-duplex).


=== Keys not registering / missing keys when typing ===
 
=Keyboard And Trackpad=
 
== Keys not registering / missing keys when typing ==
This issue occurs when your thumb or edge of the palm makes contact with left or right tip of the trackpad when you type. This is due to the palm rejection firmware being too forceful.  Instead of only disabling the trackpad, so your cursor does not move all over the screen, it disables both the trackpad and the keyboard.
This issue occurs when your thumb or edge of the palm makes contact with left or right tip of the trackpad when you type. This is due to the palm rejection firmware being too forceful.  Instead of only disabling the trackpad, so your cursor does not move all over the screen, it disables both the trackpad and the keyboard.


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A [[Pinebook_Pro#Trackpad|firmware update]] has been released to address this.
A [[Pinebook_Pro#Trackpad|firmware update]] has been released to address this.


=== Key Mapping ===
== Key Mapping ==
* See this [https://gitlab.manjaro.org/manjaro-arm/packages/community/pinebookpro-post-install/blob/master/10-usb-kbd.hwdb /etc/udev/hwdb.d/10-usb-kbd.hwdb] for some key mapping tweaks
* See this [https://gitlab.manjaro.org/manjaro-arm/packages/community/pinebookpro-post-install/blob/master/10-usb-kbd.hwdb /etc/udev/hwdb.d/10-usb-kbd.hwdb] for some key mapping tweaks


=== Pinebook Pro gets stuck after first reboot in Trackpad Firmware Update ===
== Pinebook Pro gets stuck after first reboot in Trackpad Firmware Update ===
This refers to the firmware update shown here:
This refers to the firmware update shown here:
https://github.com/ayufan-rock64/pinebook-pro-keyboard-updater#update-all-firmwares
https://github.com/ayufan-rock64/pinebook-pro-keyboard-updater#update-all-firmwares
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* Firmware update https://github.com/ayufan-rock64/pinebook-pro-keyboard-updater#update-all-firmwares
* Firmware update https://github.com/ayufan-rock64/pinebook-pro-keyboard-updater#update-all-firmwares


=== ANSI Fn + F keys wrong for F9, F10, F11 and F12 ===
== ANSI Fn + F keys wrong for F9, F10, F11 and F12 ==
There appears to be a minor firmware issue for ANSI keyboard models of the Pinebook Pro. Some discussion and fixes have been proposed;
There appears to be a minor firmware issue for ANSI keyboard models of the Pinebook Pro. Some discussion and fixes have been proposed;


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&nbsp;<br>
&nbsp;<br>


=== After changing builtin LCD resolution, blank screen ===
 
=Screen=
 
Also see above about external screen using USB-C adaptor
 
== After changing builtin LCD resolution, blank screen ==
Some people find that the text or icons are too small, so they attempt to change the resolution of the built-in display. Afterwards, the display is blank.<br>
Some people find that the text or icons are too small, so they attempt to change the resolution of the built-in display. Afterwards, the display is blank.<br>
Use the following to fix when logged into a text console as yourself, (Control-Alt-F1 through F6). After listing the resolutions, select the native resolution, (1920x1080 aka 1080p).  
Use the following to fix when logged into a text console as yourself, (Control-Alt-F1 through F6). After listing the resolutions, select the native resolution, (1920x1080 aka 1080p).  
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[[Pinebook_Pro#Improving_readability|Improving readability]]
[[Pinebook_Pro#Improving_readability|Improving readability]]


=== Cracks in the plastic ===
 
=Outer Shell=
 
== Cracks in the plastic ==
There have been multiple reports of cracks in the plastic keyboard & trackpad part of the case. These are generally near here;
There have been multiple reports of cracks in the plastic keyboard & trackpad part of the case. These are generally near here;
* Hinges
* Hinges
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