Disappointing experience to start... iOS app issues?

[JTD]

Just got my S1 in the mail today, was excited to try it out but am running into issues already. FWIW, I'm quite savvy with computers / software configs and followed the directions to a tee...

Issue: "No ReaSnow Device Found"

Current versions, all up to date:

• Firmware Tool v2.1.9
• Firmware Version | 5.6.86
• iOS app version 1.5.16

Troubleshooting so far...

• Device is emitting solid green light (no error colors)
• Upon initial iOS app launch/load, home screen shows "PC" icon in background yet still failed to identify S1 device
• Deleted & re-installed iOS app, restarted computer, restored S1 to factory defaults, updated firmware again to 5.6.86, still unable to find device
• Keyboard pass through seems to be fine, keyboard works while wired into USB slot 2 or 3 (Logitech)
• Mouse does NOT work when wired directly into USB slot 2 or 3, also tried bluetooth usb plugged in (Logitech)
• Have swapped out multiple micro usb cables for all possible connections (S1 to PC, peripherals, etc)

Hoping Reasnow support or another iOS / PC user has resolved this already and can help... right now, it's feeling like I shouldn't have ignored the online reviews that stated exactly these issues.

[richard]

Sorry, your report brings some misunderstandings here.
If you can use the keyboard&mouse passthrough feature,
it means you can start our APP with no problem,
or you can't activate this feature.

Please answer the following questions as many as possible,
so we can provide better support for you.


1. your console and game
2. The color and state(breathing or stable) of the LED indicator on ReaSnow S1 when you are in trouble?
do you hear any continuous beeps? how many beeps do you hear in one cycle?
3. Which peripherals are connected to ReaSnow S1? please provide the specific model and producer.
PS: All peripherals should be connected to ReaSnow S1 first, before connecting it to a game console.
4. a video to show us your trouble(!!!)
please upload the video to youtube or other file-sharing servers, and send us the URL.

And the following might also be some help for you:

ReaSnow S1 Quick Guide
https://youtu.be/CFdJpR5Zj0A

Warning and Solution
http://www.reasnow.com/download/ReaSnowApp/Warning%20and%20Solution.pdf