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Firmware Update in Progress Please wait for the firmware update

We’ve had the message “Firmware Update in Progress Please wait for the firmware update to complete” for two days. We bought a Palette 2 S for Christmas and it has never worked.

When I run the 1.2.0 firmware updater, the Palette cannot be located, regardless of which USB port I use. The only Port I can select is Auto. All of the advanced options are grayed out, including “Software bootloader”. When I click “Install Latest” I get a message “Looking for device Error (No ports to check)”

I have tried power cycling the Palette, using both the switch and the plug. It only ever displays the same message.

Is there a way to factory reset the Palette 2 S, just to get the Palette 2 firmware updater to work?

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I tried the update from a laptop computer, and it worked. My hunch is that whatever I tried on the desktop, I was not successful in disconnecting *ALL* of the serial devices that are on that computer (UPS, VR sensors, etc).

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Hey @seattlest, thank you for letting us know - for users with a similar issue, as @seattlest mentioned, please make sure Palette is the only device using a USB port on your computer. Please let us know if you run into any more issues in the future.

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We've had this same issue on our Palette 2, other than a keyboard and mouse its been the only one plugged into our Mac.

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@nohsengineering Hey Andrew, if you don't see a COM port for Palette on the updater, could you please try the troubleshooting steps in step 6 here: mm3d.co/firmwaretroubleshooting

If these steps do not resolve your issue, please send us an email to support@mosaicmfg.com with your shipping address, and we can provide you with a new I/O board, which houses the ports on Palette.

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Seattlest will be eternally grateful.
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