GS-911 and ezCAN User Forum

General Category => General Discussion => Topic started by: exopar on February 13, 2020, 07:28:01 PM

Title: Update problem
Post by: exopar on February 13, 2020, 07:28:01 PM
Have problems updating from version 1912.1 to the last version.
No way to make it happen. Neither by the software as such nor bye the updater tool. Any idea what to check for?
Title: Re: Update problem
Post by: psund70 on February 13, 2020, 08:55:04 PM
Can't update mine either. It says there's a new update but nothing happens when I press the button to update.
Title: Re: Update problem
Post by: psund70 on February 14, 2020, 07:41:24 AM
Fixed mine problem.
Downloaded GS-911Downloader-1911.2.exe it does not work att all  :(

then GS-911wifiUtility-2001.1.exe which worked and then updated the GS-911 firmware  :)
Title: Re: Update problem
Post by: Ruan on February 14, 2020, 09:09:37 AM
Have problems updating from version 1912.1 to the last version.
No way to make it happen. Neither by the software as such nor bye the updater tool. Any idea what to check for?

Hi Exopar

Would you mind logging a ticket on our helpdesk, I would like gather more information from you and some screenshots if possible.

https://www.hexcode.co.za/contact-us-1

Kind regards
Ruan
Title: Re: Update problem
Post by: e7navy1999 on May 05, 2020, 03:41:44 PM
I just did my normal 5000 mile oil change.  I went to do the maintenance update and my GS911 would not work after the update.  I fiddled with the software for about 40 minutes than was able to get it to work. I noticed that the GS911 desktop icon no longer worked after the update.  I had to go into my "C" Drive, find programs, find GS911 and launch the program from there.  It took me a few times and multiple update retries/  Honestly i am not sure what I did but it finally began to work.  It was not a smooth operation and stressed me out a little. 
Title: Re: Update problem
Post by: atygert on May 30, 2020, 09:31:56 PM
I'm in the same boat.  I tried the latest downloader version (1922.2?).  When I connected my GS911 by usb and hit the download button, all I go was an empty error message.  I tried the wi-fi app (2001.1,) and all I get is a GS911 logo, a spinning wheel and a message stating front end loading.  I've been at this for 2 hours.  Every time I try to use this thing, it's an all day event.  This is beyond maddening. >:(
Title: Re: Update problem
Post by: mike d on May 31, 2020, 12:47:32 PM
Are you using Firefox? There was a guy on another forum with a download problem, which turned out to be caused by Firefox.

Mike
Title: Re: Update problem
Post by: atygert on May 31, 2020, 06:12:34 PM
Chrome Version 83.0.4103.61 (Official Build) (64-bit) on Win 10 1909 (OS build 18363.836)

When I press the Continue button on the downloader, I see a message for a few seconds that says it's connecting to the server.  Then it throws an empty error message. 

I'm sure part of this is user error.  But, it seems every time I try to use this tool, I hit one problem or another.  This happens to be the worst problem hit to date.  If there is a published workflow of steps we should take every time we use the GS-911 or steps we should take before a long trip, where we might need to depend on this tool to fix or trouble shoot an error, I would love to see that document.

I have a PDF documenting errors I encountered trying to use my GS-911 over the last day or so.  When I generate the PDF from a Word doc, the PDF is 5 times bigger than the Word file, so I can't attach it.  Word doc is 378 KB.  PDF is 1,630 KB.  I'm happy to send it to anyone who's interested.  Downloader error message is attached.

Thanks in advance for any and all ideas on how to fix this.
Title: Re: Update problem
Post by: WayneC on June 01, 2020, 03:18:35 AM
Are you using Firefox? There was a guy on another forum with a download problem, which turned out to be caused by Firefox.

Mike

I use Firefox on both Linux & Windows, & have never had a problem with GS911, I suspect there is more to that story Mike

Title: Re: Update problem
Post by: WayneC on June 01, 2020, 03:25:03 AM
With the GS911 WiFi after doing a firmware update it can be best to do a browser cache clear regardless of which browser is is being used and there are times when the downloader is updated by Hexcode to move to the new version, the same can apply to the WiFi utility
Title: Re: Update problem
Post by: e7navy1999 on June 01, 2020, 03:10:18 PM
Thanks WayneC.  I had a heck of a time with the update.  Took me about an hour of stress.  I am not even certain how I finally got it to update because i was fiddling around with the settings so much and trying different browsers.  In the end it worked.  Took longer to update then it did to perform my oil change maintenance.  I have never been able to get the wifi to work with my phone network.  i sort of gave up.  Any tips would be appreciated but the info would have to be baby step detailed as I suc at tech
Title: Re: Update problem
Post by: atygert on June 02, 2020, 08:13:24 PM
I Sent this information to Ted Porter last week.  Ted suggested sending this to support@hexcode.co.za, which I did on 5/31/2020.  I have not heard back from them yet.  I will share their findings once I hear back.
Title: Re: Update problem
Post by: atygert on June 05, 2020, 11:12:22 PM
I sent info to support@hexcode.co.za on 5/31/2020 and have heard nothing back since then.  That's more than a little disappointing.
Title: Re: Update problem
Post by: WayneC on June 06, 2020, 04:48:10 AM
Hexcode have been busy with updates to WiFi firmware & an upcoming new PC App release so bear with them I am sure the download issue will be addressed, we have done testing on a few WiFi firmware updates during the last month so I know the hard work being done

You can now look at changes in each release from the GS911 WiFi web GUI http://www.hexcode.co.za/products/gs-911/latest

There seem to be 2 separate update issues mentioned in this thread, GS911 WiFi firmware update & PC App update, & the 2 should not be confused, I did a check on downloading the PC App & could not see any problem on my test systems
Title: Re: Update problem
Post by: atygert on June 07, 2020, 06:06:52 PM
Can someone advise how to download the desktop app?  I can give that a shot.  If I need the downloader functioning properly, then I'm SOL on all fronts.

I understand that they have competing priorities.  However, the total lack of a response until their hand was forced doesn't bode well for showing care and concern for their customers.
Title: Re: Update problem
Post by: karlh on June 07, 2020, 07:54:42 PM
Can someone advise how to download the desktop app?

Here's the procedure I use, which has never failed me.

DO NOT PLUG THE GS-911 INTO THE USB PORT UNTIL PROMPTED!
1. Download the GS-911 Downloader Utility (GS-911Downloader-1911.2.exe, Windows only).
2. Run the GS-911 Downloader Utility. Drivers will be automatically installed.
3. Connect the GS-911 when prompted.
4. A browser window will open with interface details and download links.
5. Download the GS-911 Installer (GS-911-2004.1.exe).
6. Disconnect the GS-911 from the PC.
7. Run the GS-911 Installer. A shortcut labeled GS-911 will be placed on your desktop.
Title: Re: Update problem
Post by: WayneC on June 08, 2020, 04:11:59 AM
Can someone advise how to download the desktop app?  I can give that a shot.  If I need the downloader functioning properly, then I'm SOL on all fronts.

I understand that they have competing priorities.  However, the total lack of a response until their hand was forced doesn't bode well for showing care and concern for their customers.

I did some testing with the latest downloader on a clean Win7 system & could not find any issue, a system I use day to day with the PC App prompted with PC App update available when I opened the App & updated without problems

The procedure posted above by Karth for downloading is good, atygert what is the detail of the PC System you are using ? Win7 or Win10 ?
Title: Re: Update problem
Post by: atygert on June 08, 2020, 07:49:48 PM
Chrome Version 83.0.4103.61 (Official Build) (64-bit) on Win 10 1909 (OS build 18363.836).

One thing I have not tried, that WayneC suggested was clearing the browser cache.  The downloader has not worked for me for several weeks, but I didn't cleat the cache first.
Title: Re: Update problem
Post by: atygert on June 08, 2020, 10:07:20 PM
It was worth a shot.  Current theory is that the unit somehow lost my license.  I'm sending it back to Ted Porter, who has graciously offered to resolve the problem.
Title: Re: Update problem
Post by: WayneC on June 09, 2020, 04:30:34 AM
It was worth a shot.  Current theory is that the unit somehow lost my license.  I'm sending it back to Ted Porter, who has graciously offered to resolve the problem.

There is beta firmware for GS911 WiFi under test at the moment with regard to "loss of licence" affecting a very small  No of units

You did not really give detail re the error you had with downloader, only the bit below

"When I press the Continue button on the downloader, I see a message for a few seconds that says it's connecting to the server.  Then it throws an empty error message."

I assume you plugged the GS911 into USB, opened the Downloader, it then found the GS911 & showed licence No on screen ? then the dialogue saying connecting to Server followed by the empty error dialogue box ?

With your Win10 System have you turned off the USB power saving ?, there have been problems with that affecting devices not only GS911

Re your comment on pdf, not surprised pdf out of M$ word fails to compress images M$ & Adobe have been less than friendly for years, you may find using PrintScreen & M$ Paint then saving an image file better for showing errors
Title: Re: Update problem
Post by: atygert on June 11, 2020, 03:32:14 PM
I downloaded the latest version of Downlaoder (1911.2?).  I ran the .exe and at completion, received a message that the USB driver (HEX Code GS-911 USB Driver Package (08/06/2017 2.12.28) ) was successfully installed.  The Downlaoder screen appeared, at which point I plugged the GS-911 into a USB port on my laptop, using the USB B to A cable that came with the unit. When I plugged it in, I immediately saw the power light and a short time later, saw the Wi-Fi light, so I have doubts that this is a USB power issue. I then clicked on the continue button.  In the Downlaoder window, a message appeared for a few seconds that it was connecting to the server (I can't recall the exact verbiage and don't currently have the GS-911,) then the message went away and the empty error appeared. 
Title: Re: Update problem
Post by: WayneC on June 11, 2020, 03:51:31 PM
I downloaded the latest version of Downlaoder (1911.2?).  I ran the .exe and at completion, received a message that the USB driver (HEX Code GS-911 USB Driver Package (08/06/2017 2.12.28) ) was successfully installed.  The Downlaoder screen appeared, at which point I plugged the GS-911 into a USB port on my laptop, using the USB B to A cable that came with the unit. When I plugged it in, I immediately saw the power light and a short time later, saw the Wi-Fi light, so I have doubts that this is a USB power issue. I then clicked on the continue button.  In the Downlaoder window, a message appeared for a few seconds that it was connecting to the server (I can't recall the exact verbiage and don't currently have the GS-911,) then the message went away and the empty error appeared.

OK, understood it does sound like the problem the current beta is to resolve & shows the support ticket was acted on, sending the GS911 to Ted Turner is the best approach, he like Hexcode has a very good customer service record

Remember everyone is trying to do the best they can at the moment, Sth Africa has been in lock down but I know how much work is being done so I am sure Ted & Hexcode will resolve the issue & get the GS911 back to you ASAP