General Category > General Discussion
Problems with firmware update [SOLVED]
Wilco:
Let's keep it on the support ticket.
txtinman:
I couldn't find any log files so I used the send logs function under the tools menu.
WayneC:
--- Quote from: txtinman on August 04, 2020, 06:08:10 PM ---
I tried using the web interface again. The update option was grayed out before. This time it was not and I clicked on it. It failed with a file extraction error message, but the USB connection did not drop. I tried four times before the update was successful. I can't explain why the USB kept dropping. Maybe the folks at HEXCode can tell me.
--- End quote ---
Microsoft has had USB printer problems in an update recently which has caused some grief, I would not be surprised if it extended beyond printers
I assume you do have USB power savings turned off, that has also been problematic in Win10
Wilco:
--- Quote ---I couldn't find any log files so I used the send logs function under the tools menu.
--- End quote ---
Found your logs, thanks. You have missing/problematic Windows USB drivers.
Wayne is most likely on the right path as to why this is the case, but if you have reason to believe your installation might have been corrupted you could reinstall the GS-911 PC application.
Your logs indicate a failure to load ftd2xx.dll which we ship in the USBDrv directories that should be located in your install directory. If they are missing, it's best to reinstall before considering a system restore or Windows troubleshooting.
--- Quote ---I tried four times before the update was successful.
--- End quote ---
We had incremental improvements that worked against each other here that lead to extraction delay issues when updating from certain older versions through the web interface. If the delays add up you can get time-outs. This slipped through in-house and beta testing since we all update regularly, but was caught with regression testing. It has since been fixed by updating the protocol and moving more of the extraction control to the codeblock.
--- Quote ---but the USB connection did not drop
--- End quote ---
The USB connection is not used for communication when using the web interface, so the driver issue you have would not impact this process.
--- Quote ---I would like to see for myself what's going on.
--- End quote ---
Hope I covered everything?
Glad you are up and running, hope you get your drivers fixed. :)
txtinman:
I'll do a re-install and see if that fixes things. Thanks for the help.
Mike
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