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V1.2

Minor Versionm

by Frank Rupert Catapang

Introduction

To ensure that you're using the latest Palette 2 features, we recommend installing the most recent version of our updater before using your Palette 2. Please follow these steps to update your Palette 2's firmware.

If you experience any issues when updating, please see our support article.


Please note that by downloading the firmware update, you've agreed to our User License Agreement.

Firmware Release Notes

Tools

Parts

No parts specified.

    • Open your Palette 2 package and remove your Palette 2 unit, power cable, and USB cable. Connect your Palette 2 to power to turn it on and then to your computer. To help the updater recognize the port for your Palette, try unplugging other USB devices.

  1. in a Mac book pro with Mac OS Big Sur it docent let me open the installer.

    nicolasgarcia12 - Reply

    Hey Nicolas, are you able to go into system preferences -> security and give permission to install the updater?

    Alina -

    Hi,

    i am Thomas and just have received the Palette 2S Pro.

    Now i am trying to get the actual operating software, but this doesn’t work.

    The response is:

    Screen Board (1 of 3 Initializing): Error (Opening COM3: Access denied)

    What to do?

    Thomas Quappe - Reply

    Hi,

    it’s Thomas again. I eliminated all USB-plugs, except the necessary ones for tastature and mouse.

    Got the same error as described before!

    Please help, what to do?

    Thomas Quappe - Reply

    For your knowledge: i am using Windows 10 Pro, latest update.

    Thomas Quappe - Reply

    Hi!

    It’s Thomas again. You say, that i should remove all USB-connections, except that one for Mosaic.

    But how should i use mouse and tastature? That’s impossible!!

    What to do????

    Thomas Quappe - Reply

    Hey Thomas, I believe we are working on this issue over email - please check back there for the latest updates. If other users are experiencing the “access denied” error, please make sure that the COM port chosen on the updater is for Palette, and that all programs using serial communications (i.e. other slicers, Arduino) are closed.

    Alina -

  2. Follow the on-screen instructions and click "Install Latest."
    • Follow the on-screen instructions and click "Install Latest."

  3. Once the firmware is updated, you will receive the following message, and you can unplug your unit from your computer.
    • Once the firmware is updated, you will receive the following message, and you can unplug your unit from your computer.

Conclusion

If you have any additional questions, please contact us support@mosaicmfg.com.

20 other people completed this guide.

Mosaic Support

Member since: 04/02/2020

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40 Comments

On MacOS (10.15) I got an error saying that the Palette 2s couldn’t be found. I power cycled it, removed the USB cable, plugged it back in, then got another error stating that the device was busy. This time I switched USB ports to a different one on my mac and it worked.

Rob - Reply

Glad to hear that worked! Please let us know if you run into any other issues.

Alina - Reply

There’s definitely a problem with the updater on MacOS 10.15.6. It would not detect the Palette 2S until I power cycled my MacBook Pro and Palette 2s. I’m using a 2018 15” MacBook Pro and a UGREEN USB-C hub.

Anthony - Reply

Hey @sad_salad, thanks for bringing this to our attention. Sometimes you do need to power cycle to help the updater recognize Palette. Please let us know if you run into any other issues!

Alina - Reply

trying to upload firmware and will not recognize unit

Joseph Salanitro - Reply

Hey @romanjoe1, sorry to hear about this - have you tried all the suggestions in step 6 of mm3d.co/firmwaretroubleshooting? If so, please let us know and we can move forward with further troubleshooting. Thanks for your patience.

Alina - Reply

Hello,

Recieved my Palette 2s Pro and Hub yesterday (11/30). Hve been trying to update firmware per the “How To Get Started With Palette 2” instructions, step 3. Downloaded the Firmware Updated and I can’t get it to recognize my unit. I’ve followed all trails to firmware troubleshooting, etc. with no sucess. I get “Error: no ports to check).

Randy Metzger - Reply

Hey Randy, could you make sure that P2 is turned on and if you still get “no ports to check,” could you please download the necessary driver as in step 6 here (mm3d.co/firmwaretroubleshooting)? Please let us know if this does not solve your issue. Thanks for your patience with this.

Alina -

Alina,

Did as instructed. First try failed but the error message changed to “No P2 device…”. Connected to a different USB port, tried again, and was met with a sucessful update. Thank you for the prompt reply and excelent advise. Hopefully the rest of my set-up nad tuning of my unit goes smoothly. At least I know I can get quick response and help if needed.

Regards

Randy Metzger - Reply

Hey Randy, that’s great to hear - please don’t hesitate to reach out if you run into any more issues.

Alina -

My Windows 10 Pro PC will not recognize the device. I get a yellow exclamation mark in the device manager “FT230X” and I have attempted to remove and add it several times. No luck. Where can I get the correct drivers to make this work?

luc Roy - Reply

Sorry to hear about this, could you please download the driver from step 6 here: mm3d.co/firmwaretroubleshooting

Alina -

Trying to install the firmware on a new Pallet 2S and the Firmware software comes back with a “No ports to check” error. I’ve tried all my PC (Windows 10) usb ports. I open the device manager and the FT230X Basic UART device shows an exclamation mark. Where can I get the drivers for the Mosaic 2s?

Charles Oisten - Reply

Hey Charles, please find the drivers and the troubleshooting steps at: mm3d.co/firmwaretroubleshooting

Let us know if you have any questions about the steps, or continue to have issues updating firmware.

Alina -

I’m having difficulties trying to update firmware. I keep getting an error: opening COM4: Access denied. HELP !!!

M Scott Murphy - Reply

Hey Scott, “access denied” usually means the COM port is being used by another device or application. Please make sure Palette is the only device connected to your computer, and close any applications that use serial communications (i.e. Arduino, other slicers).

Alina -

Hi i’ve just received my Palette 2 and unable to get it to update on windows 10, but getting the error “Error (No P2 devices detected)”. I tried as per the comments to update the drivers from the attached links in step 6 and then restarted the PC, but still getting the same error. Please someone help.

James Peverley - Reply

Hey James, when you go to “Advanced Settings” on the updater, do you see a COM port listed for your Palette? If not, this is likely an issue with the I/O board on Palette. Please email us at support@mosaicmfg.com and we can send you a new one ASAP. If you do see a COM port, but still get the “no P2 devices detected” error, then we will need to send you a new screen PCB.

Alina -

I just installed this for mac os and it says it can’t be run because “Palette 2 Firmware Updater” can’t be opened because Apple cannot check it for malicious software.”

Thoughts?

William Bradford - Reply

Hey William, are you able to go into your security settings (from system preferences) and allow the updater to be installed?

Alina -

I am trying to update my Palette 2S Pro and unable to get it to update on windows 10, keep getting the error “Error (No P2 devices detected)”. I tried everithing to update it but still getting the same error. Please help.

Fernando Santiago - Reply

Hi Fernando, sorry for the trouble. Could you please try the troubleshooting steps in this article: mm3d.co/firmwaretroubleshooting

Specifically downloading the drivers, this often resolves the issue. Let us know if you have any questions about the steps.

Alina -

If you are having trouble, turn palette off, plug in the usb to your computer with the computer on, then turn palette on.

Thank you Mosaic for making this firmware update so easy.

paul W - Reply

Thanks Paul for your feedback!

Alina -

No way (Windows 10 Laptop)

Friedrich Hüttenberger - Reply

The advice is named FT230X Basic UART. CODE28 drivers not installed.

Friedrich Hüttenberger - Reply

Please, give me a downloadlink for the driver.

Friedrich Hüttenberger - Reply

Hi @fredh, please see here for firmware troubleshooting. The drivers can be installed using this setup executable file.

Adalyn Ordono -

Hi, Adalyn. You must be fooling me. Excuse me. The setup executable file Link in your email ends in a file called “CDM212364_Setup”. That is not a executable file. Windows doesn’t know what to do with this file. And so I do.

(Link you gave me: http://send.ifixit.com/ls/click?upn=fK8B...)

Friedrich Hüttenberger - Reply

I apologize for any misunderstanding, once this folder is unzipped, you should have an application file (.exe) that will open a wizard and can install the required drivers for you. This works on Windows.

Adalyn Ordono -

An other funny link from the mosaic support team: https://ftdichip.com/drivers/d2xx-driver...

Friedrich Hüttenberger - Reply

Hi Adalyn, thank you. I am further now with a COM4 port.

Here are my steps:

1. The CDM212364_Setup is not seen in Windows as executable. It seems to be an MAC executable.

2. I downloaded a zip file called CDM v2.12.36.4 WHQL Certified.zip from a other source which contains amd64 and i386 folders and unzipped it. Then I went back to the device manager and tried to install a driver to the yet not working serial port, by choosing manually the CDM v2… folder (include subfolders). The drivers seemed to be installed but not to my serial port. I also have a USB Serial Converter in my USB-Controllers menue with FTDI driver. So I deinstalled my not working USB Serial Port under Other Devices unplugged and replugged Palette. Now I had a new device under devices (COM & LPT) called USB Serial Port (COM4) and a message that the driver was installed successful by Windows. When closing the dialog Windows wanted to restart the computer (force restart because programs prevent a restart) with Palette plugged into the USB port.

Friedrich Hüttenberger - Reply

3. After restart I tried to update firmware (driver COM4 in the device manager is working). With advanced options activated I choosed COM4 as port and tried all options like Normal mode to Hardware bootloader and baud rates all with Error (Failed to retrieve firmware).

Friedrich Hüttenberger - Reply

I got it! Problem solved.

4. open the Firmware Updater Program for your Palette Model (2 in my case). Be sure, that the Palette is turned on and shows the startscreen (HOME). Plug the Palette to your PC. In the Updater choose Advanced options at the bottom. Choose Refresh for the Port and in the drop-down-menue choose your Com Port (COM4 in my case). Choose Software bootloader as option. Choose Install from Bundle and in the location dialog look for the file called 9.2.9.zip (where you have stored it). Click ok and the process starts. Do nothing with the Palette until the process ended. There are 3 parts with the installation and ends with the word “success!”).

Done.

Friedrich Hüttenberger - Reply

Installed software updater for Mac OS - Mac window says

Screen board (1 of 3) - 100%

Error (Handshake timeout) -

Palette 2 screen says firmware update in progress, please wait for the firmware update complete.

nothing has happened for 10 minutes

Laslo - Reply

Hey Laslo, could you please try and install the firmware in separate parts: http://mm3d.co/fwupdate-issue

Jonny Yeu -

Hi Jonny, I have sent an email, the issue is worse than before , the screen is now blank and says it a cannot start bootloader

Laslo -

EDIT………Ive fixed it, I followed the guidance on this page:

Screen Not Powering On - Firmware Troubleshooting (original P2, P2P)

phew!!:)

Laslo - Reply

Great to hear! Thanks for the update.

Jonny Yeu -

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