Treat the controller, Gen2 dongle, and haptics PCB as one firmware baseline

Automation Draft Weakness

Earlier troubleshooting treated firmware and reconnect steps as separate branches and did not make the three-component matched baseline plus the required Pinball FX VR dongle mode explicit enough.

Manual Reply Improvement

After the customer said the issue was fixed, Matt preserved the closure-and-learning prompt and asked what solved it. The customer identified the likely cause: all three firmware updates were not ready together and the Gen2 dongle was not in red mode.

New Drafting Rule

For Arcade2TV-XR haptics/Pinball FX VR failures, verify the controller, Gen2 dongle, and haptics PCB firmware as a matched three-component baseline, then verify the Gen2 dongle is in red mode before escalating to wiring or hardware replacement.

Evidence

Confidence Note

The resolution is confirmed, while the customer described the exact cause as their belief. Keep the rule operational but avoid claiming laboratory proof of which single mismatch caused the failure.

Storage Decision

Proposal only. Reuse as a Freshdesk drafting overlay after review; do not edit active KB content from this run.