Troubleshooting Firmware Update

Follow
Was this article helpful?
5 out of 5 found this helpful
Have more questions? Submit a request

Comments

28 comments

  • Avatar
    Serge-Antoine Cote

    Anyone else got the "Incorrect Major Screen Version" error? I can't manage to update the firmware because of that.

    UPDATE: So I got it working and what I had to do is press the reset button on the palette 2 screen right AFTER I started injecting the code in the firmware updater. Otherwise it seems like the palette doesn't understand it has to let the updater do it's job. I hope the is helpful to anyone here with the same problem.

    1
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hi Serge, please power-cycle your Palette and attempt to upload the zip files to each portion individually (Main, Screen, Graphics). We've found that power-cycling Palette can help to solve this issue, and we're currently working on updates to make this process much smoother.

    0
    Comment actions Permalink
  • Avatar
    Josh Hopkins

    I got the same issue as Serge above, and had to do the disassembly and jumper the screen to get it to finally take the new firmware. Even then I'm noticing a few bugs with the interface. Hopefully they fix the firmware update tool. Seems to me like it should try to update the screen first before it does the main board.

    0
    Comment actions Permalink
  • Avatar
    Ramon Schweizer

    Hi there

    has anyone else the issue, since the FW the progess bar isn't working on Palette 2 Pro?

    Passed time, splices and length are still showed, but no progessbar (only white empty)

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hey Ramon, if this occurs and the bar does not progress after a minute, please power-cycle your unit and attempt to update again. If you're unable to Install All, please follow the steps here to install each part individually: http://mm3d.co/fwupdate-issue

    0
    Comment actions Permalink
  • Avatar
    TransBat

    For those who might receive a driver error when connecting their Palette 2 Pro (or Palette 2), you will likely need a driver for a FT230X Basic UART device before the Firmware updater can even see the device!

    I installed this driver package for Win 7 x64: https://www.ftdichip.com/Drivers/D2XX.htm
    The comments section of the table links to an setup.zip that one can extract and then install the drivers easily.  After installing this, I was able to use the Firmware update installer with no issues.

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Thanks for sharing, TransBat!

    0
    Comment actions Permalink
  • Avatar
    Patrice Pichery

    It works ! Awesome ! Tried 4 times ! The fifth was the right one !

     

    0
    Comment actions Permalink
  • Avatar
    Tfranke0

    Thank you for posting how to fix the Major Version error 311 fix. I was getting that on my Palette 2 Pro. Followed instructions to download zip file and manually update each 3 pieces in the order you stated. Things are ok now.

    0
    Comment actions Permalink
  • Avatar
    Ramon Schweizer

    for me it works.

    Thanks!

    0
    Comment actions Permalink
  • Avatar
    Olivier DIAZ

    Thank you

    Error 311 fix !

    Palette 2 pro

    0
    Comment actions Permalink
  • Avatar
    Michael K McCandless

    I also the same Error 311 / Incorrect Major Version error.  It's quite spooky -- the screen is all jumbled pixels except for that error message, even on reboot.  So I am now attempting to install each part separately.

    Is there a specific order I should install them in?

    The updater that installs the firmware (running on OS X) should state its version so I know I'm using the latest installer.

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hey Michael, please install them in the order Main, Screen, Graphics.

    0
    Comment actions Permalink
  • Avatar
    Anthony Jadzinski

    Hi, I am having no joy with updating firmware. Followed startup screens and ended up with screen with garbage on it, now it's gone blank and I have nothing and following your instructions to other users I have used the jumper to try and reinstall the screens firmware but still nothing. I have tried various firmware updates to what I think is the latest one 6.1.5. Just don't seem to be getting anywhere. What am I doing wrong? I feel I have wasted over £700 for something that does not seem to want to work.

    Thanks

    Tony

    1
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    We do apologize for your experiences, Tony and Reza. I've reached out to both of you over e-mail and have confirmed that Tony was able to update their firmware successfully.

    Reza, I've just responded to your e-mail request, but please don't hesitate to reach out if you're still experiencing issues. We understand that this is not he best user experience right when you unbox our product and we are working to make this process easier and faster in the future.

    -1
    Comment actions Permalink
  • Avatar
    JJ Brown (HookUp Cellular)

    This article was posted 8 months ago.  Why am I having the same problem today out of the box? This is a frustrating experience so far (not the only one feeling this way). 

     

    0
    Comment actions Permalink
  • Avatar
    Reza Azar

    I went through the same thing. It took me 10 days and replacement to fix it. But, support is great and once you survive the hell, it works great ....

    0
    Comment actions Permalink
  • Avatar
    JJ Brown (HookUp Cellular)

    Thanks Reza,

    If we have to replace parts when the product is BRAND NEW out of the box I dont think anyone cares about the customer service experience. 

    10 days is a long time to wait. Glad you have it up and running now.

    0
    Comment actions Permalink
  • Avatar
    Reza Azar

    I absolutely agree. I stuck to the product because I really really wanted multi material capability and MMU 2 by Prusa was even a worst experience ... (It sits in a box) 

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hi JJ, glad to see that you've found this support article, but I'm sorry to hear that you're still experiencing this issue. We ask all users to update the firmware out of the box as we release updates constantly (the last was on Aug 6, 19) and we want our users to use the most up-to-date features and improvements that we've made since units were initially shipped to fulfillment centres. We do plan on applying the latest version of our firmware on our next batch of orders to help reduce any instances of issues when updating firmware.

    The only time that you'll need to open Palette's hardware to use the electronics jumper is when Palette's screen is not functioning and turning on, requiring the screen board to be 'jumped'. This is not a common occurrence, but we have designed Palette in such a way that, in the rare case that Palette needs to be disassembled, the process is easy and requires little time. Palette's screen should only act this way if there was a communication error during a firmware update, meaning there was an issue with the transfer between the the USB cable or Palette was powered off during an update.

    We do care about the customer experience and we are available through many different channels. I see that you've posted a few times on our support articles, and we also see an e-mail which we will respond to shortly. Please note that our business hours are usually around 10 am - 7 pm EST, so you should expect that we'll get back to you shortly.

    Please let us know if you're still getting the same error or if your Palette's screen is turning on. Please also let us know if you can see Palette on your device manager when it is plugged in, or if you would have another USB cable that you could try with your unit. We appreciate your patience and will work with you to get your unit up and running soon.

     

    0
    Comment actions Permalink
  • Avatar
    Raj Kiran

    Hello, 

     

    I recently bought a pallet 2 pro and when following the initial start up steps, It suggested me to update the firm ware. When I was updating, the screen went blank and no more it is functioning now.

     

    Steps I followed until now are:

    •  Followed the Instructions mentioned in this page till the step "Go to Advanced Options page and ensure that the port is selected properly (not Auto) and that 'Software bootloader' is checked. Select Main and upload file 'P2EE01.bin from the unzip file."
    • Later the software got stuck as shown in the attached image.
    • Please let me know how can I proceed further?

     

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hi Raj, I'm sorry that you ran into this issue. If your screen is blank and will not turn on, please follow the steps in this article: http://mm3d.co/screenfw-troubleshooting

    If you do not have an electronics jumper, please e-mail us (support@mosaicmfg.com) and we can send you one immediately.

    0
    Comment actions Permalink
  • Avatar
    Raj Kiran

    Hi Jonny, 

     

    Thanks for the response, I found an existing Jumper placed inside the Palette and I could fix the issue by following this link. (http://mm3d.co/screenfw-troubleshooting) .

    But i have a question now, Should i again update the firmware following this link  (https://support.mosaicmfg.com/hc/en-us/articles/360010073234-Firmware-Update)

    Or is the firmware updated already?

     

    Also would be nice if you send me the exact tutorial link to proceed further with the initial steps with Palette Pro 2.

     

    Regards,

     

    Raj

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

    Hi Raj, my apologies for the delay as I was on vacation. If you've already followed the steps on the screen firmware troubleshooting guide, there's no need to update the firmware again, you should be up to date. To check, please go to Settings > About to see the firmware version. Once you're updated, please follow the steps here: http://mm3d.co/firstprint

    0
    Comment actions Permalink
  • Avatar
    Philippe Foumann

    je viens de recevoir ma palette2 et il me demandait une mise à jour, j'ai suivi chaque fois et j'ai à chaque fois un message d'erreur.

    0
    Comment actions Permalink
  • Avatar
    Jonny Yeu

     

    Bonjour Philippe, je suis désolé d'apprendre que vous rencontrez ce problème. Lorsque nous voyons ce message d'erreur, cela signifie généralement qu'un autre programme perturbe la communication avec le programme de mise à jour du microprogramme. Pourriez-vous s'il vous plaît redémarrer votre ordinateur, puis lancer la mise à jour du firmware immédiatement sans ouvrir d'autres programmes sur votre ordinateur?

    0
    Comment actions Permalink
  • Avatar
    Markus Bundy

    Hi guys,
    got my P2Pro today, first contact not that pleasant...
    The firmware update was only successful when it was done manually (Main/Screen/Graphics). All other steps in your troubleshooting guide led to the same issue as Philippe described above. [Step 1 successful, then access error]
    I have tested this on 3 different machines, all running Win10 v1903, most recent patchlevel, no other serial devices attached. The virtual COM-port of the Palette was the only one in the device manager, there was no other software running.
    Is it possible that the Updater has a problem if there are other Serial Drivers installed, even if they are not active? Just a hunch, as the third machine I tried it on never had a 3D printer connected to it but I use the Arduino IDE (not in Autostart!) with it...  

    0
    Comment actions Permalink
  • Avatar
    Reza Azar

    Neh! It is just crappy.... I have not used the thing after the stressful two weeks to get it fixed ... I wish I would have returned it.

    0
    Comment actions Permalink

Leave a comment