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Firmware update failure

Posted: June 25th, 2019, 5:38 pm
by Hoot52
I received a new Unleashed on June 22nd and could not update it. I sent two emails to the support address and have so far been ignored. It is the N1, connected to a D300. I’ve tried all sorts of ways to get the update to complete but it always, always fails.

I attached a couple of images in my second email and I will attach them to this post in case this is the only way to get someone’s attention. The images are screenshots from my iPad mini 2, running IOS 12.3.1. One image shows the verbiage from the app’s info on the app store. The other shows the app’s info while connected to the Unleashed.

While the verbiage from the app’s description says the C firmware update is 1.3.0, when connected the app is saying 1.2.5 is the available C update. Something ain’t right.

Some help would be appreciated.

Re: Firmware update failure

Posted: June 25th, 2019, 9:58 pm
by Hoot52
Some progress, but not enough! I was notified on my phone that an updated version (1.3.0) of the Unleashed app for Android was available so I installed it and attempted the firmware update again. Segments C and B are now up to date (see attached screenshot), but segment A will not update. I retried several times. I didn't go back and try the IOS app because it still shows segment C as 1.2.5.

Now what?

Re: Firmware update failure

Posted: June 25th, 2019, 11:07 pm
by Oliver
Hi Hoot52

the iOS update has also just been released. It has the advantage that it can do partial firmware updates, which makes retrying part A a lot easier.

We had an issue with Firmware updates, which we greatly reduced with C 1.3.0. Sometimes, it still does take several retries. If it's stubborn, you can try it again in different conditions - eg put the device in the sunshine or in the fridge, it can make a difference! We've added a few things in Firmware A 1.3.0 too, which will help the firmware update process in the future. The problem is that you need to manage to update Firmware A at least once before they can take effect.

Re: Firmware update failure

Posted: June 26th, 2019, 1:57 am
by Hoot52
Thanks, Oliver. I did update the app and I have tried numerous times to update the device. I did see it (your code) has been modified to bypass updates to segments that are up to date. Kudos for that! The update process immediately goes to “Updating A” now but the progress wheel never makes a move. It “tries” to update for maybe 10 seconds before displaying the failure message. I will give your suggestions a try and let you know. Get some sleep! 😀

Re: Firmware update failure

Posted: June 26th, 2019, 2:07 am
by Hoot52
By the way, for what it’s worth, after getting B and C current I did get 1 image preview to appear. The camera was set to large RAW, and the thumbnail that appeared took an EXTREMELY SHORT amount of time to display. Sadly, no more previews would generate after that. Maybe the D300 has a funky USB protocol. Who knows?

Re: Firmware update failure

Posted: June 26th, 2019, 4:55 am
by Hoot52
Let device sit in refrigerator a few hours. No change. The progress wheel never changes from 0%.

Re: Firmware update failure

Posted: June 26th, 2019, 9:49 am
by Oliver
Hi Hoot52,

The thumbnail issue is almost certainly due to Firmware A and B being out of sync. A is for teh microprocessor communicating with the camera, and B is for the one handling Bluetooth. the two obviously have to communicate a lot, and while we do try to keep the communication protocol backwards compatible, we have had to fix several bugs with that, and there were definitely some concerning thumbnail transfer. So the bugfix might have made it to the Bluetooth chip, but since Firmware update A is failing, it didn't make it there yet, causing such issues.

We have a D300 here, so we'll test it again with image quality set to RAW, but I can't imagine we still have issues with the thumbnails, as we've done a lot of testing in that regard.

Re: Firmware update failure

Posted: June 26th, 2019, 1:02 pm
by Hoot52
Image review isn’t of major importance to me. I had tried it before B & C were up to date and it wouldn’t transfer at all. Now that I’ve seen it create and transfer at least one thumbnail, I believe things will be better with the A segment updated. THAT is the concern. It will be great if you can find a fix for my device. I can only suggest you have a device with the same versions of each segment as mine when testing on a D300. If you can get A current on yours without code tweaks, then it seems likely mine has hardware problems. I appreciate your time. I realize you are busy so I’m going to give this plenty of time to get resolved. Thanks again!

Re: Firmware update failure

Posted: June 26th, 2019, 1:05 pm
by Hoot52
And my device does show A as 1.2.0 (beta 6), if that matters.

Re: Firmware update failure

Posted: July 1st, 2019, 3:37 pm
by Oliver
Hi Hoot52,

It's definitely the different versions of Firmware A and B that are causing your current problems (or more specifically: the old version of Firmware A).

Do try a few more times to update version A, and if you can't, write to support@foolography.com, requesting an RMA to send your Unleashed in and get the firmware updated by us.

Sorry for the trouble!