Unable to update firmware on LOG4 USB

After long pause I decided to use my LOG4 USB again, but I am unable to update firmware.

Model: USB Gen 1
Firmware: 0.2.1
Desktop application: 2.4.1 for Windows

First problem is that after connecting from Desktop application to the LOG4 USB, it takes about 10 seconds before Desktop application shows message "Have not received heart beat from the backend for a while, the app will be shut down" and then Desktop application will shut down. So starting firmware update is quite difficult as within 10 seconds I have to:

1) select "Tools > Firmware Update" in Desktop application
2) hold navigation button on LOG4 USB
3) press and release reset button on LOG4 USB
4) release navigation button on LOG4 USB
5) Press "Confirm" button in Desktop application

I have not been able to do that, so instead I did:

1) start Desktop application, wait for it to detect LOG4 USB but don't connect
2) hold navigation button on LOG4 USB
3) press and release reset button on LOG4 USB
4) release navigation button on LOG4 USB
5) select Connect in Desktop application
5) select "Tools > Firmware Update" in Desktop application
6) Press "Confirm" button in Desktop application

This seems to start firmware update, but then I get to the second problem - update doesn't work:

The "Updating Firmware" window stays at "Clearing Port..." at least over 20 minutes. Progression bar doesn't move at all and on the background Desktop application keeps showing messages "Reconnecting - Lost connection to the current serial port, trying to reconnect" and "Reconnection Success - Has reconnected to the current serial port.". These both repeat every 11 seconds or so.

Comments

  • edited October 2019

    Hi, thanks for your question. I'm sorry to hear you're having trouble with your Log4USB firmware. We are looking into this and will get back to you soon.

  • Any news about this? Current desktop software is completely unusable as it works only for 10 seconds.

    If you can't fix this, could you at least allow download of older versions which work better?

  • Hello, sorry for the delay. You should have received an email from us in response to your query. Please let us know what software and firmware version you are running so we can assist you. Best, Holly

  • I didn't answer that email because I already gave that information you asked in first post of this thread.

    Model: USB Gen 1
    Firmware: 0.2.1
    Desktop application: 2.4.1 for Windows

  • Hello Markus,

    Your firmware has been noted as a very very early version which may require you to first update to Version 1.00 using the old Desktop software (still available for download) on a Windows platform before then running the new software.

    The new desktop software has firmware update compatibility which is supported on PC, Mac, and Linux for all hardware from Version 1.00 firmware and above. We have more recently updated the Serial libraries to assist with backwards compatibility, resolve port identification differences on later Windows 10 builds, and allow for Linux OS support.

    The new Log4 Desktop software is still compatible with your Log4 USB Gen 1 hardware and the firmware update provides significant performance enhancements especially when logging at the fastest sampling rates. If logging at the fastest CUSTOM sampling rates please use BINARY format for logging.

    If you have any further issues please do take up our offer to support you one-to-one. It was noted that we tried to reach out to you last year but you were unwilling to be contacted directly which makes it hard to ensure you get the best support from our wider engineering team.

    I would also advise against reaching out for support on facebook posts as our marketing staff aren't technical.

    Kind Regards,
    Tektyte Administration

  • If you have any further issues please do take up our offer to support you one-to-one. It was noted that we tried to reach out to you last year but you were unwilling to be contacted directly which makes it hard to ensure you get the best support from our wider engineering team.

    Why are you lying so blatantly? I DID SEND YOU EMAIL AS REQUESTED 4TH OCTOBER 2019 AND 11TH NOVEMBER 2019 BUT YOU NEVER ANSWERED TO ME.

    I was willing to discuss this either here publicly or in email privately but you did not answer me neither here nor in email.

    You didn't even give me access to old desktop software which I asked, so I could update firmware with old version which I knew worked.

  • I was now able to update firmware as you finally - over 6 months after I asked - have given access to the old PC desktop software version.

    p.s. I can't understand why you were unwilling to help me 6 months ago, both here and in email, as the only thing you needed to do was to give access to the old version.

  • Hi Markus,

    The reason for this specific request for email correspondence is that we were keen to collect more information on your specific setup as our extensive testing was unable to trace the exact reason for your issue while also ensuring we didn't miss the requests.

    Our staff are not all on the forum so it is actually quicker and more personalized support we were keen to delivery at the time. Tektyte is by no means a large company.

    While it is purely academic at this point, we also moved our whole business operations to a new facility during the period of your initial query ... including services that supported forum notification ... hence the delay in realizing you had made further requests on the forum instead of emailing. You are welcome to verify the change of address if you are still seeking answers. There was no unwillingness to support and there never will be because you are part of our community.

    Funnily enough ... it was you who motivated us to open source our first desktop software and give away hundreds of thousands of dollars worth of IP to the community. The code still sits on GitHub as promised, a gift to our community.

    You can also find great 3rd party integration examples on GitHub which have been continuously updated to ensure compatibility with new protocol changes. The open-protocol documentation has also been updated for yourself and every user of the more advanced customization features.

    It is great to hear that you have had more success and I hope you now feel a little more supported as we are committed to ensuring every Log4 user gets the best experience from the product. I apologise for the unexpected delay in reply on behalf of Tektyte and hope your forward journey both safe and healthy during this time.

    Kind Regards,
    Tektyte Administration

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