Resolve a Hardware Version Query Failure

If the device displays “Failed to query the hardware version,” restart the machine and check whether the message disappears. If restarting does not resolve the issue, the mainboard may be faulty. Contact your local distributor or the technical support team through WhatsApp for further assistance. A replacement mainboard may be required if the fault is confirmed.

Documented Symptom and Possible Cause

The documented symptom is a device status stating “Failed to query the hardware version.” The message may also appear as “Failed to query the hardware version of the machine.” If the status remains after the machine has been restarted, the documented possible cause is a faulty mainboard.

The mainboard fault is presented as a possibility when restarting does not clear the message. The next action is therefore determined by whether the error disappears after the restart.

Troubleshooting Steps

Use the following sequence to check the issue and decide whether assistance is needed:

1. Restart the machine. Allow the machine to restart, then review its device status.
2. Check whether the message disappears. If the hardware version query error is no longer shown, the documented initial troubleshooting step has resolved the displayed status.
3. Escalate the unresolved error. If the message remains, contact your local distributor or the technical support team through WhatsApp for further assistance.

Expected Result and Escalation

The documented expected result is that the error message disappears after the machine is restarted. If it does not disappear, the mainboard may be faulty. Your local distributor or technical support team can provide further assistance with the unresolved status.

If a replacement part is needed, contact your local distributor or the sales representative responsible for your order to obtain the mainboard.

If Mainboard Replacement Is Required

A mainboard that is found to be faulty may need to be replaced. Follow the applicable mainboard replacement instructions when replacing the part.

• Before disconnecting or removing any cables, take clear photos of every cable connection and its position.
• Keep those photos available while installing the replacement mainboard to help prevent incorrect wiring.
• Obtain the replacement part from your local distributor or the sales representative responsible for your order.

The main troubleshooting decision is whether restarting clears the hardware version query message. If the error persists, seek assistance because the mainboard may be faulty.