Dear Avalon Nano 3 Users,
Recently, we've received feedback from some users reporting an issue where the device displays a 'non-supported adapter' message, causing it to malfunction. We take this matter very seriously and would like to update you on the progress we've made in addressing the issue, as well as provide some recommendations for how to move forward.
I. User Feedback and Analysis of Causes
First, we have confirmed that some customers who purchased the Avalon Nano 3 encountered an issue where the screen displays 'Non Supported Adapter.' After analyzing the situation, we identified the following possible causes of the problem:
- Adapter Error: Some adapters are unable to maintain a consistent power output after extended use. Specifically, the device will display "Non Supported Adapter" when the power drops. We recommend that customers use a more stable adapter or improve the adapter's heat dissipation (e.g., avoid covering it with any objects) to ensure a reliable power supply.
- Inadequate Cable Specifications: The Avalon Nano 3 requires a high-spec PD cable that supports 28V/5A. If the cable doesn’t meet these requirements, it may result in insufficient power supply and cause equipment errors. We suggest using high-power PD cables that meet the necessary specifications.
- 4R7 Inductor Detachment Issues: Some users have reported that the 4R7 filter inductor near the device interface became detached during disassembly. This inductor is essential for filtering the main power supply, and its detachment can cause the device to malfunction. In response, we quickly contacted the component supplier and conducted relevant tests. After performing mechanical strength tests under various conditions, including ultra-high temperatures (160°C) and high current, it was confirmed that the inductor’s mechanical strength meets standards (with a thrust test value of approximately 18 N). However, due to the relatively weak PCB in this area, improper handling during assembly or disassembly can exert excessive torque on the board, leading to deformation and potential component detachment. Additionally, vibrations during transport or use may cause mechanical damage in that area as well.
The above photo shows the 4R7 inductor after PCB deformation and detachment.
Here are the test that we have proceeded:
The inductor is soldered to the board, with the air gun vent directed at it. It is heated to 210°C for about three minutes, after which the inductor is removed by gently shaking it with tweezers (without using a thrust gauge). At this point, it can be observed that some of the inductor’s solder pads have detached.
When heated to 160°C, the inductor remains relatively firm, and the tweezers are unable to shake it.
The photo shows the 4R7 inductor after heating and detachment.
From the above test results, we believe that the inductor does not have the problem of insufficient mechanical strength.
- We are still collecting information to further analyze possible reasons.
II. Suggestions and Aftersales Support for Users
We understand that encountering device issues may cause inconvenience to your use, so we hereby offer the following suggestions:
Please do not disassemble the device yourself: If your device is not experiencing any issues, we recommend that you do not disassemble it yourself. The dismantling process may cause accidental damage to the equipment, affecting normal use.
Contact after-sales service promptly: If your device displays a 'non-supported adapter' message or you hear loose parts inside when shaking the device, please contact our after-sales service and provide relevant photos or videos as soon as possible. Our team will categorize and address the issues upon receiving your request. For more serious problems, we will send replacement products free of charge. Additionally, we have repair centers in several regions worldwide to help you quickly identify and resolve issues.
We are accelerating the after-sales process to resolve your issue as soon as possible. Please contact us via our after-sales service email:[avalonsupport@canaan.io] as well as some instant communication channels: Whatsapp(+8615712922191) and Online instant platform (https://support.canaan.io).
III. Following Improvement Plan
Although the current assembly strength meets the standards, we will enhance the installation of the inductor by reinforcing it with structural adhesive. While this is a minor modification, it will significantly improve the overall reliability of the device and reduce the likelihood of similar issues occurring.
Thank you for your support and understanding of the Avalon Nano3. While we may not be perfect, we are constantly striving to improve our product quality and are committed to providing you with excellent service. If you have any questions, please don’t hesitate to contact us at any time.
Yours sincerely,
Avalon Technical Support Team
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