Aaron Dye aaron@refari.co 13:55 (7 minutes ago) to support-pc Hi Bee-Link, I hope this email finds you well. I’m reaching out to report an issue I’m experiencing with my SER8 device after attempting a factory reset. Here’s what has been happening: After completing a factory reset, the B-Link icon appears on the screen, followed by a loading refresh message. The screen then prompts me to press “delete” to access the setup/boot menu. Shortly after, the display goes into “power saving mode,” indicating there is no signal being sent to the monitor. The keyboard lights turn off at this point, and then the process loops again—restarting and bringing me back to the same steps. Attempts to press “delete” to enter the BIOS have been unsuccessful. The keyboard does not seem to receive any signals initially, and even when the lights come back on, pressing “delete” doesn’t get me into BIOS. I’ve also tried holding the power button for 10 seconds to restart the system, but the same loop persists every time I reboot. This issue started immediately after the factory reset, which I performed because I intended to pass the SER8 to my partner. I’ve just purchased a newer B-Link model (SER9 HX 370), but now the SER8 won’t function properly, and I cannot reset or configure it. Could you please provide guidance or troubleshooting steps to resolve this? I’d appreciate any assistance in restoring the device or understanding why this issue is occurring following the reset. Thank you for your help, and please let me know if you need any additional details from my side. Video of what I am seeing here: https://www.loom.com/share/e0dd6a8b5cb64f1dade03af3edd10637?sid=c84d83d3-9310-47d2-9246-f880a963a80a

Issue with SER8 Factory Reset – Looping and Power Saving Mode

TheOnlySalmon

Aaron Dye aaron@refari.co
13:55 (7 minutes ago)
to support-pc

Hi Bee-Link,

I hope this email finds you well. I’m reaching out to report an issue I’m experiencing with my SER8 device after attempting a factory reset. Here’s what has been happening:

After completing a factory reset, the B-Link icon appears on the screen, followed by a loading refresh message. The screen then prompts me to press “delete” to access the setup/boot menu.
Shortly after, the display goes into “power saving mode,” indicating there is no signal being sent to the monitor.
The keyboard lights turn off at this point, and then the process loops again—restarting and bringing me back to the same steps.
Attempts to press “delete” to enter the BIOS have been unsuccessful. The keyboard does not seem to receive any signals initially, and even when the lights come back on, pressing “delete” doesn’t get me into BIOS.
I’ve also tried holding the power button for 10 seconds to restart the system, but the same loop persists every time I reboot.

This issue started immediately after the factory reset, which I performed because I intended to pass the SER8 to my partner. I’ve just purchased a newer B-Link model (SER9 HX 370), but now the SER8 won’t function properly, and I cannot reset or configure it.

Could you please provide guidance or troubleshooting steps to resolve this? I’d appreciate any assistance in restoring the device or understanding why this issue is occurring following the reset.

Thank you for your help, and please let me know if you need any additional details from my side.

Video of what I am seeing here: https://www.loom.com/share/e0dd6a8b5cb64f1dade03af3edd10637?sid=c84d83d3-9310-47d2-9246-f880a963a80a

TheOnlySalmon

Also… I attempted to contact support via email and got this bounce back. My email has all the required DNS, DKIM, SPF, DMARC records, so there is nothing on our side preventing this from being sent correctly.

support1

Hi there, please send email to beelinkhelpdesk@gmail.com

TheOnlySalmon

I have forwarded my support request there. Not going to lie, does not look very professional to be using a gmail.com email address 🥲

support1

TheOnlySalmon OK， we will take care of your email. We received your email. Gmail is just an alternative email in case someone like you failed to send the emails.

TheOnlySalmon

I didn’t fail to send the email. Your email server is rejecting the emails.

What a frustrating customer experience when your own email security system is set up so poorly. For your reference, the error code I receive on the bounce back is https://open.work.weixin.qq.com/help2/pc/20056. I would like to clarify that my domain does not do any mass marketing.

support1

TheOnlySalmon Hi there， we will reply to you by gmail, is it ok for you ?