This article is for the QCon Pro X, QCon Pro XS, QCon Pro G2, QCon EX, QCon EX G2, and QCon Pro, and for the Platform M+, Platform X+, Platform Nano, and Platform Nano Air.

If one of these controllers is stuck in firmware upgrade mode, or is not detected after a failed firmware update, this can usually be recovered. It often follows a power fluctuation, a dropped connection, or a USB hub in the line during the update, so it is not something you did wrong. 

Work through the steps below carefully, and you have a good chance of bringing it back yourself.

Please do not use this method on a V series or P series controller

You can only perform the firmware upgrade on a Qcon or Platform controller using an INTEL or M1 CPU (Not M1 Pro, M1 Max etc)

Do not attempt to perform the firmware upgrade using any other type of CPU, as you may damage the device.

Read this before you start

Only use these steps if the controller is already bricked, meaning it is not detected by iMap or by your computer's Device Manager on Windows or System Information on Mac. 

Running these steps on a controller that is working normally can cause problems, so it is best to leave a healthy unit alone.

Please pay special attention to make sure the correct device is selected in the iMap before you update. Choosing the wrong device can send the firmware to the wrong model, for example Pro X to Pro XS, G2 to G2 EX, or Platform M+ to X+. 

The wrong firmware can damage the device.

Turn off and unplug any extenders, and only work on one device at a time, the main unit and its extender are separate devices with separate firmware. Check the iMap dropdown and confirm it names the exact device in front of you.

Connect the controller directly to a USB 3.0 port (the blue one) on the computer, avoid using USB hubs, and disconnect any other peripherals. 

For a firmware update, always connect directly to your computers USB port, and never use a hub. Download, install, and run the latest iMap for your device first.

If you would rather not do this yourself, that is completely fine. Stop here and contact support, and we will help.

Step 1: Put the controller into firmware upgrade mode

Use the method for your model of controller

QCon Pro X, Pro XS, Pro G2, EX, EX G2, Pro: 

Turn the unit off, press and hold the REC button on the first channel, then turn the unit on. This loads the QCon into firmware upgrade mode.
 

Platform M+ and X+: 

With the power adapter plugged in, press and hold SEL, MUTE, SOLO, and REC together, then turn the unit on, and keep holding for 30 seconds. (This is the emergency hard reset. It is different from the Platform factory reset, which is SEL on channels 1, 2, and 3.)

Platform Nano and Nano Air: 

Turn the unit off, then press and hold MUTE, SOLO, and REC together while powering the unit on. The unit should enter firmware upgrade mode so you can restore the firmware in iMap.

Step 2: Confirm the controller is in recovery mode

Open Device Manager on Windows or System Information on Mac and look for a device named iCON firmware upgrade v1.00.

If you see it, continue to Step 3. 

If it is not there after Step 1, the firmware likely needs to be restored at a service center, and support can point you to the nearest option.

Step 3: Turn on test mode in iMap

1. Open iMap and go to the Firmware Upgrade view.
2. Click on a blank space in that window view, anywhere except the title bar, then press the T key on your computer’s keyboard, the title bar changes to "Firmware Upgrade." with a dot at the end. The dot confirms test mode is on.
3.  

Step 4: Restore the firmware

1. Start the upgrade. The title bar should now read "Firmware Upgrade: [your device]". Confirm it names your actual model before you continue.
2. When prompted in the Connect step, select iCON firmware upgrade v1.00, which is the base firmware.
3. Continue through the steps and let it update to the latest firmware.
4. Keep the device connected and powered the whole time, and please leave any windows that appear during the process open.

When it firmware update finishes, close the iMap and power cycle the controller

During the firmware upgrade, please do not touch the computer, use a USB hub, or disconnect the device while the update runs. Update one device at a time, keep other devices disconnected, and keep the power and connection steady.

If recovery still does not work, contact support with the following information:

• Exact product and version, 
• Whether the computer detects the device, 
• Whether it is connected directly, without a hub, 
• Which peripherals are connected,
• Your computer, Operating System, and DAW. 

A unit that cannot be recovered in the field can be restored at a service center, so you have a path either way.