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Impossible to update firmware?

I’ve tried every troubleshooting tip in the effort to encourage my mac (10.15.6) and my Windows laptop to simply update the firmware on my brand new Palette 2s.

I’m left dumbfounded.

I was under the impression that this should be a simple update. I can see having this issue with a Mac, OR a Windows machine. But both? Seriously?

I’ve wasted 2 hours so far, I’ve used the advanced options. I’ve installed drivers that “might” cause issues. My poor Palette has been power cycled more times than I can count. Both computers have both experienced the same treatment. After all this? The Palette remains invisible to both machines.

Honestly? I’m seriously regretting my decision to buy a Palette. I’m also incredibly thankful that I bought it from Amazon which allows returns and not the Mosaic website.

I know this is more of a rant than a question, but seriously?

This is a firmware update, not brain surgery!!

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Hey @iteach2wheels, thanks for reaching out and sorry for the trouble. The firmware update should be quick and easy, so let’s see why you are running into this issue. What is the error that you are getting? Is neither computer able to recognize Palette? If so, this is likely an I/O board issue and we can send you a new one ASAP. Please email me your shipping address to - thanks again for your patience.

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Jeff Shaw will be eternally grateful.
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