Note: If the following steps do not resolve your controller issue, please remember to include as much information as possible regarding your computer set up, operating system etc. when contacting us. This information will help us help you quicker!
This article applies to QCon Pro X, QCon Pro XS, QCon Pro G2, QCon EX G2, Platform M+, Platform X+, Platform Nano and Platform Nano Air.
On occasion, a controller device can become stuck in firmware upgrade mode. This can often be due to power fluctuations or an interrupted internet connection. Occasionally this may be due to a USB hub being used during firmware upgrade.
We strongly encourage caution to be exercised in relation to this issue as USB hubs may cause unexpected and possibly serious consequences for the machine.
If this happens, please follow these steps;
Please check your System Information tab in Mac OS, or Device manager in Windows, to see if the device can be correctly detected.
Please check your iMap software to see if the device is detected in ‘firmware upgrade mode’ when a firmware upgrade is attempted.
Please submit a ticket with the noted information below (it’s very important to give us this information now as this will save time in responding effectively to your ticket)
1. Specifically which product are you trying to update (which version if relevant, i.e. QCon Pro X or QCon G2 etc.)?
2. Is your computer able to detect your device correctly (Check your System Information or Device Manager tab)?
3. Is your device directly connected to your system (USB hubs can cause conflicts especially during firmware upgrade)?
4. Which, if any, peripherals do you have connected or configured with your system?