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USB2ANY: firmware update fails - How to fix it?

AnBer
Mastermind 29430 points
Part Number: USB2ANY

Team,

Customer is trying to make the firmware SW update (see pictures 1/2/3 below):
    - Win 8.1 PC (not sure if it is 32bit or 64bit)
    - run installer as ADMIN
At some point the USB2ANY need to be disconnected/reconnnected and BSL button pressed.
Doing this does not seem to update the firmware.
How can it be fixed?
Do we have a video or guide showing the exact sequence?

1) Firmware update:

2)Firware loader message:

3)BSL button:
BSL button is pressed (they even tried to remove the case just to be sure the button was properly pressed):

Thanks in advance!

A.

  • 0
    TI__Mastermind 28525 points

    Hey AnBer,

    Sorry for the delay here, we're trying to find the best support path for you on this.    

    Thanks,

    JD

  • 0
    TI__Guru 61355 points

    Hello AnBer,

    In general this update should work. There is just one important step you need to take, which I am missing in your description above.

    1. remove the USB cable from the box

    2. press and hold the BSL button

    3. While holding the BSL button, reconnect the USB cable.

    Please check if the update function works after you did these steps.

    I can see that the text in the "USB2ANY firmware loader" is not displayed correctly. Which Windows version are you using? What are the local settings of your PC?

  • 0 in reply to Brigitte
    TI__Mastermind 29430 points

    Hi Brigitte,

    As far as I understood customer is doing those 3 steps.
    The PC settings are given in my original post (see on top, I highligted it).

    Are there some keys SW components that need to be present on the PC (like .net framework, ..etc)?
    Which one?

    Do we have a PC side tools that can assess if the USB2ANY is functional and not broken?

    Thanks in advance!

    A.

  • 0 in reply to AnBer
    TI__Guru 61355 points

    Hello AnBer,

    Please clarify first if the customer is really disconnecting the USB connection, pressing the button and keep it pressed while reconnecting the USB connector. This is essential as this is the only way to start the update.

    If the update still does not work, we need to send a new USB2ANY box to the customer.

  • 0 in reply to Brigitte
    TI__Guru 61355 points

    Hello AnBer,

    As I did not hear back from you, I expect that this problem is solved and I will close this thread. If this is not the case, add another post below or if this is not possible start a new thread.

  • 0 in reply to Brigitte
    TI__Mastermind 29430 points

    Hi Brigitte,

    Yes customer is doing exactly those 3 steps for the update.

    They even remove the case to be sure that the button was pushed during the update operation.

    How to debug next?
    Are there some checks to be done in term of SW?
    How to know the the new firmware is correctly loaded in the USB2ANY?
    Are there some SW dependencies (USB drivers, Window OS version, ..etc)?

    Or is the USB2ANY broken?

    Thanks !

    A.

  • 0 in reply to Brigitte
    TI__Mastermind 29430 points

    Hi Brigitte,

    Yes customer is doing exactly those 3 steps for the update.

    They even remove the case to be sure that the button was pushed during the update operation.

    How to debug next?
    Are there some checks to be done in term of SW?
    How to know the the new firmware is correctly loaded in the USB2ANY?
    Are there some SW dependencies (USB drivers, Window OS version, ..etc)?

    Or is the USB2ANY broken?

    Thanks !

    A.

  • 0 in reply to AnBer
    TI__Guru 61355 points

    Hello AnBer,

    I expect that it is broken. Please order a new one for the customer and possibly already program the right firmware onto it before you ship to the customer.

    Best regards,
    Brigitte