Device does not turn on and is not recognized by software post-firmware update
Quote from alarkin on July 10, 2023, 5:05 pmI ran a set of brand new devices through a firmware update recently. Post-firmware update, over 20% of the devices no longer turn on when I press the button, no light appears when I connect the devices to my PC, and the devices are not recognized by the software so I have no way to access the device settings. For one device in particular, the device does not turn on when I press the button but when I connect the device to my PC both the blue and red lights appear and are constant (i.e., no blinking). The same device is not recognized by the software so I have no way to access the device setting. The remainder of the devices updated just fine. I need to use these devices, which are brand new, in an upcoming data collection study. Can anyone provide guidance or recommend next-steps for troubleshooting or understanding what happened to these devices? Thanks.
I ran a set of brand new devices through a firmware update recently. Post-firmware update, over 20% of the devices no longer turn on when I press the button, no light appears when I connect the devices to my PC, and the devices are not recognized by the software so I have no way to access the device settings. For one device in particular, the device does not turn on when I press the button but when I connect the device to my PC both the blue and red lights appear and are constant (i.e., no blinking). The same device is not recognized by the software so I have no way to access the device setting. The remainder of the devices updated just fine. I need to use these devices, which are brand new, in an upcoming data collection study. Can anyone provide guidance or recommend next-steps for troubleshooting or understanding what happened to these devices? Thanks.
Quote from GPSWebShop Official on July 10, 2023, 8:30 pmCould you please try resetting the devices that are experiencing this issue? You can refer to the reset instructions provided in the following link:
https://community.gpswebshop.com/tech-support/topic/how-to-reset-the-i-gotu-gt-120b-device/
Could you please try resetting the devices that are experiencing this issue? You can refer to the reset instructions provided in the following link:
https://community.gpswebshop.com/tech-support/topic/how-to-reset-the-i-gotu-gt-120b-device/
Quote from GPSWebShop Official on July 18, 2023, 9:56 amIf the firmware upgrade process gets interrupted, it could also be a possible reason why the device becomes unresponsive. It is important to allow the firmware update to complete before unplugging the device. Additionally, we recommend performing the firmware update using the i-gotU Windows software and a USB cable, as it provides a more reliable connection compared to wireless firmware upgrades.
If the firmware upgrade process gets interrupted, it could also be a possible reason why the device becomes unresponsive. It is important to allow the firmware update to complete before unplugging the device. Additionally, we recommend performing the firmware update using the i-gotU Windows software and a USB cable, as it provides a more reliable connection compared to wireless firmware upgrades.