EAF temperature reading changing wildly - firmware update also fails

h0xwzd1a

So my firmware is currently 3.2.3.

I tried the updating tool run with Admin permissions under WIndows 10 Pro - with the device powered by first a USB2 cable plugged directly into a powered USB 2 / 3 hub - first trying a powered USB2 port and second attempt trying a powered USB 3 port - and then I tried a seperate higher power USB3.1 powered port on another high speed hub.

In all threes attempts the Update program listed found teh device and the firmware - but failed immediately once the current firmware was selected - with the error message "failure to erase firmware".

So 1) what causes a failure to erase firmware error and 2) what can be done to resolve my problem with your EAF?

h0xwzd1a

Hi Tech support - any ideas what is causing the firmware update to fail? Is this a dud unit?

h0xwzd1a

@Tech@ZWO - any idea why the firmware updater simply refuses to complete the first step - erasing the old 3.2.3 firmware - and how to address the problem?

h0xwzd1a

Hi guys - still no ideas from Tech Support?

h0xwzd1a

Tech@ZWO did you note in the original post when I informed you that the firmware updater isn't working - when you suggested use the firmware updater to update firmware???

Tech@ZWO

h0xwzd1a I'm so sorry for the delay, we are on China New Year holiday now. so we might have to deal with it after the holidays.

h0xwzd1a

Tech@ZWO guys still awaiting feedback on how to get a solution if your firmware updater fails to erase the old firmware - it's been months waiting for action guys 🙁

h0xwzd1a

Support, it’s been six weeks now, any material support to my two questions:

Why does the firmware updater fail immediately when trying to erase the v3.2.3 firmware and how can this be resolved?
How do we fix wildly varying temperature readings on the external thermometer when temperatures are between 23 and 26 Celsius.

h0xwzd1a

Hi guys - another month has gone by - surely Chinese New Year can't be address the problem for that long? - two months for a simple what is going wrong with teh firmware updater request?

h0xwzd1a

Okay guys - over two months and no support - what is the email of your warranty team or CEO to get action?

Matthew

h0xwzd1a

It is rather telling if a support ticket for a simple problem updating a focuser firmware sits open for over 8 months - how long do you celebrate Chinese New Year for - that seems excessive!

Tech@ZWO

h0xwzd1a
What is the current generation/version of the EAF? Additionally, could you please take a photo or record a video of the firmware upgrade process to check if any error messages appear? This will help me analyze the issue. If there are any problems, we can remotely assist you with troubleshooting and upgrading the firmware version