...
For units shipped prior to Q1 2010: lights indicate power, but not activity so all 4 will be on and solid during normal operation
For units shipped after Q1 2010: one light indicates data access which will blink and the other will be a power indicator which will always be on when the system is powered up
If the system is obviously receiving power but boots to a blank, black screen, see solution E-Series boots to a black screen, green hard drive light is solidly on .
To Rule out an external power issue:
Have they verified the power cable is securely connected on both ends (and in good shape)?
Have they verified the power outlet/cable voltage with their multimeter (or otherwise)?
Have the customer try a different wall outlet / power strip.
If the system is plugged into a UPS, does it meet the power requirements?
S-Series, S-Series 2, and M-Series:
The S-Series, S-Series 2, and M-Series have an external power adapter (aka power brick) similar to a laptop's. Rule out an issue with the power supply:
S-Series: Is the fan built into the external power adapter running?
Is the green LED indicator light on the power adapter solidly lit?
On the S-series, the LED is on the jack connecting the power supply to the unit.
The S-Series 2 does not have an LED on it, see #4 to check for activity
On an M-Series, the LED is on the brick part of the power adapter.
Does the green LED change if it is dis/connected to the Smart Recorder?
Check the voltage coming from the power supply.
If it is <19v, it is a failed power adapter. The external power adapter can be easliy replaced; issue an RMA for this part.
For an S-Series 2, check if it 12v>, it is a failed power adapter. For an appliance that’s in warrantee, issue an RMA for this part. Out of Warrantee should be an OOW system RMA.