Status light stays red on Balance 20

I have a customer with a Balance 20. Has been working great for years. Today it is unresponsive. The status light stays red. I try to login to it nothing. Reboot same thing. Factory reset, nothing. Is there anything I can do? Is it dead? I purchased warranty to upgrade the firmware and use InControl last year (expires in August), does that cover the hardware?

Thanks to all who can help


Hi David,

Please open a support ticket here so we can get started right away.

Thank you.

Did that. Ticket #769489