Firmware Update Error

Comments

27 comments

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    Derek Vogt

    Hey Michael, Sorry you're running into this! I definitely understand how this is frustrated with a brand new unit. 

    Before you do anything or start to take the unit apart, would you be able to tell me if the screen turns on? 

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    Michael Coker

    It does turn on, showing the firmware update available message.

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    Jedaiah Ghumm

    Hi Michael did you ever get your palette 2 to work?

    I ask cause I am having the same issue that you had/have.

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    Michael Coker

    No, not yet.

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    Jedaiah Ghumm

    Ok thanks. I sent an email to them about the issue.

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    Michael Coker

    i wish responses from Mosaic were a little quicker. I am anxious to get started.

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    Jedaiah Ghumm

    Yeah same. If I get anything from them I will be sure to let you know.

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    Michael Coker

    Are we supposed to open an actual support ticket also? or is this forum the quickest responses.

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    Jedaiah Ghumm

    I have no idea. 

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    Jedaiah Ghumm

    every time I talked to them it was through the message box, but I try not to use it for these, but I might ask about this.

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    Derek Vogt

    Hi Jedaiah and Michael,

    If the screen is turning on and showing the update message you do not need to take the unit apart. 

    Are you able to try a different USB cable or a different computer?

    While the forum is a good place for discussion, we would recommend using the instant messaging functionality (the purple square in the bottom right) for fastest responses during business hours (generally 10-6pm EST during weekdays). Our goal for email/ticket support is within one business day. 

    Also consider joining our community on Facebook at mm3d.co/fb where a number of Mosaic employees jump in throughout the day to answer questions.  

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    Michael Coker

    I can try another computer. Not sure i have another cable to try. I just started the instant message and i see there is response waiting for me. Facebook not available at school (teacher).

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    Jedaiah Ghumm

    sorry eating at the moment I will do that in a sec.

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    Jedaiah Ghumm

    I tried an different computer and usb same issue

     

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    Michael Coker

    talking on chat now

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    Jedaiah Ghumm

    same

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    Michael Coker

    just did the unplug replug steps with no change. waiting for next step

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    Jedaiah Ghumm

    I got it to work thank you for you time I hope you can to Michael.

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    Michael Coker

    what was the trick for you?

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    Jonny Yeu

    Hey Michael, we apologize for any delay in our responses, but I'll continue our discussion through the e-mail thread.

    Edit: I see through our chat that we'll be sending you an IO board. Once received, please follow the steps here: http://mm3d.co/replace-io-board

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    Jedaiah Ghumm

    I had to download the drivers

     

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    Jedaiah Ghumm

    once I download that it work, I also went to the advanced settings I selected the com port that popped up, I selected software bootloader, select 250000 baub or whatever it is called.

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    Michael Coker

    Glad it worked for you. But I had already downloaded and installed the drivers. They are shipping me a new IO board. Ugg, after waiting 4 months for the unit to deliver.

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    Jedaiah Ghumm

    Man that really sucks. Sorry to hear.

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    JJ Brown (HookUp Cellular)

    Just got mine today (5 months after your post) exact same problems, straight out of the box.  This is a disappointing way to try a brand new product. Why dosent Mosaic have a FAQ or other tool guide to address this issue (assuming it is common as it is happening here and it has not been fixed in 5 months)

     

    Mosaic, I am not happy. Terrible start so far.

    🤬

    🤬

    🤬

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    Jonny Yeu

    Hi JJ, thanks for your message and we apologize for the frustration. As noted in response to another comment that you've left in a support article, please feel free to e-mail us at support@mosaicmfg.com with details about the issues that you're seeing and we'll be happy to help. Concerning the issue that you're seeing, please follow the troubleshooting steps in this support article: http://mm3d.co/fwupdate-issue

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