Firmware update problem – urgent

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  • 22nd February 2016 at 17:42 #26826
    Andy HighmoreAndy Highmore
    Participant

    Hi there,

    I just received 2 uTrack 24’s to use for playback with a couple of artists i work with, and i have just been trying to update the firmware to the latest version.

    I downloaded the updater ok (for Mac via USB), and started the update process. However, every time it doesn’t work and the reading on the front of the u-Track says ‘Firmware upgrade: download failed! try again.’

    I have now tried many times and the same thing happens each time….

    Also the unit now seeming can’t be used at all until i upgrade the firmware (which doesn’t work!).

    Any idea how to fix this and upgrade to the latest firmware successfully?

    Thanks a lot,

    Andy Highmore

    22nd February 2016 at 18:03 #26827
    Laszlo .Laszlo
    Keymaster

    Hi Andy,

    Sorry to hear you had problem with uTrack24 firmware update.
    I sent you email to further action to take.

    23rd February 2016 at 14:36 #26829
    DennisDennis
    Participant

    Hi Laszlo,
    I have the same issue. Firmware update via USB (Windows 64bit)
    I received message “upgrade failed. error code 0x1f”
    After retrying that several times I tried the network firmware update.
    It gets to ‘Burning flash…’ but then gives the message “Error writing to flash memory”.

    Please send me the instructions to get past this.

    Thanks

    23rd February 2016 at 16:32 #26830
    Laszlo .Laszlo
    Keymaster

    Hi dennml,

    I sent you the instructions in email.

    8th March 2016 at 09:46 #26865
    EliEli
    Participant

    I am also having trouble updating the firmware. Tried USB (OSX) and Network. Both methods fail. Help please.

    8th March 2016 at 14:54 #26872
    Laszlo .Laszlo
    Keymaster

    Hi ekaudio,

    I sent you email to further action to take.

    15th March 2016 at 03:17 #26913
    Maurice O'Neillmo
    Participant

    HI Just purchased and I have exactly the same issue and the same error code
    Why do you not post the instructions you have emailed If you had I could have tested them rather than waiting for a reply to my email sent today marked urgent!l
    You seem to be aware of this issue so at the moment I have a brand new machine which is now useless as a result of your large instruction ( a4 page in yellow at the top of the box) telling me upgrade immediately to the latest version of firmware! I didn’t get 1 minute of use before a problem!
    Not good

    15th March 2016 at 15:02 #26919
    CymadminCymadmin
    Participant

    Dear users,

    We recently have become aware of a sporadic hardware glitch in the flash memory of the device, causing the firmware update to fail.
    Should you experience such problems where the firmware updates fails, please contact your dealer/ distributor for support.
    Defective hardware is being replaced under warranty thru the dealer/distributor you purchased the unit from.

    The update to firmware version 3124 is important because it solves the potential hardware issue in the firmware.

    All current deliveries from our inventories and other newer devices in the pipeline already updated to fw version 3124 are not affected by this hardware issue.

    Kind regards,

    Cymatic Audio EMEA-support

    15th March 2016 at 15:13 #26920
    CymadminCymadmin
    Participant

    Dear Monmol,

    As you may have seen, our messages may have crossed on this forum as we just have posted an announcement on the topic.

    Truth be told, it took indeed some time to weed out the regular problems caused by computers, drivers and so on and recognize that under certain circumstances, there is a hardware glitch potentially makes the firmware update fail.
    Thru the active input from users like yourself on this forum we have recognized the issue now and are working with our local dealers and distributors to make the appropriate measures.

    We like to thank our user-base for their active support and apologize for the inconvenience.

    Kind regards,
    Cymatic Audio Support

    1st May 2016 at 23:10 #27039
    Marc TrainorMarc Trainor
    Participant

    I’ve had the U-trak 24 for some time now, maybe a year or so, and while trying to update to the 3124 firmware update, everything seems to go ok, until I get to the part where a message comes on saying: Unplug and replug your unit and turn it on. When I do that, the same message keeps coming up to do it again. It never gets done, and when I click exit, it says update failed. I wonder if this is a hardware issue too. Marc Trainor.

    2nd May 2016 at 09:59 #27040
    Laszlo .Laszlo
    Keymaster

    Hi marcbonnie777,

    That doesn’t seems hw issue, it looks USB communication issue.
    Please update your device with network update method.

    9th May 2016 at 00:34 #27055
    Marc TrainorMarc Trainor
    Participant

    I was finally able to update the new firmware using the network plug on my computer and U-track, I had some weird problems getting it done, but I finally was able to do it. Marc Trainor.

    17th July 2016 at 05:59 #27240
    Hudson FairHudson Fair
    Participant

    I have an emergency here. I need to update my firmware to 3474 be able to use the ADAT option card.
    Every update method I try does not work.
    Presently my unit has firmware 2469.

    USB connection update by plugging in to the rear shows “no device present.” Won’t work.
    Network update with ethernet cable goes on for 3 hours without finishing the update. Won’t work.

    Please address this problem as I need to record in two days with the unit.

    Thanks,

    18th July 2016 at 09:10 #27241
    Laszlo .Laszlo
    Keymaster

    Hi hrfair,

    Please use the network update method.
    Make sure, the device in idle state (no playback or recording)
    Connect the uTrack24 network cable to the network where your PC/MAC connected (you can connect directly to your PC/MAC as well).
    Check the IP address on the uTrack24 (settings/utilities/system details)
    Type this ip address to your browser (Chrome or safari preferred)
    Drag and drop the bcd file from your file browser to the browser update screen.
    You should see a progress bar on the uTrack24. When is done, select the reboot in your browser, or manually power cycle the uTrack24.

    If you see any error message in your browser please let me know.

    26th July 2016 at 14:22 #27253
    Ruud van SteenisRuud van Steenis
    Participant

    Hello, I just tried to update the firmware to the latest version.
    So I copied uTRACK24_Release_3474.bcd to an (for the rest empty) USB stick, but the only thing that happened was that I was asked if I would format the USB drive. (Again!)
    Of course that is not what I want. I will try to update using the network method, but I think this still requires some attention!

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