If the device displays “Unable to communicate with the device (13904),” open “My,” select “About,” and check whether the QR code is displayed. A QR code that does not appear correctly may indicate a mainboard failure. Perform this check before proceeding with replacement, and use the supplied step-by-step mainboard replacement guide when that fault indication applies.
Documented symptom and possible cause
Error code 13904 appears with the message “Unable to communicate with the device.” The documented check for this error is the QR code shown in the device’s “About” area. If the QR code does not appear correctly, the documented possible cause is a mainboard failure. The error message alone is not described as confirmation of that failure.
Check the QR code
Use the following sequence to determine whether the documented mainboard-failure indication is present:
- On the device, navigate to “My.”
- Open “About.”
- Check whether the QR code is displayed correctly.
The expected result of this check is a correctly displayed QR code. If the QR code is missing or does not appear correctly, the evidence states that this may indicate a mainboard failure.
Use the mainboard replacement remedy when applicable
When the QR code does not appear correctly and a mainboard failure is indicated, use the supplied step-by-step mainboard replacement guide. The guide is provided to help replace the device’s mainboard safely and correctly.
No additional replacement steps, tools, or fault causes are documented in the supplied information. Follow the replacement guide rather than adding unsupported procedures.
Expected result and troubleshooting limits
The QR-code check distinguishes whether the documented indication of mainboard failure is present. If the QR code does not display correctly, mainboard replacement is the supplied remedy. If the QR code displays correctly, the documented mainboard-failure indication does not apply; no further troubleshooting action for that result is provided in the available guidance.
Common Questions
Does error 13904 confirm that the mainboard has failed?
No. The documented wording says that an incorrectly displayed or missing QR code may indicate a mainboard failure. The QR-code check is therefore required before applying the replacement guidance.
Where is the QR code checked?
Navigate to “My” → “About,” then verify whether the QR code is displayed correctly.
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