Problem with firmware upgrade - SA3ARA04K/97

[Philips - Andrea]

Dear Nick75 and Mallen100,

Thank you for letting us know how you got on. I will feed this error back to our development team and will update you accordingly.

Thanks for your patience in advance.

Kindest regards,

Andrea

[Philips - QK]

Dear users,

We have tested the scenario you described and we can yet find any issues. To help us further testing, could you please let us know your full serial number (S/N) so that we can see if this is a patch-wise issue. This number can be found on the device.

Thanks a lot in advance.

Kind regards,
Philips Moderation Team

[mallen100]

Hi,

Serial Number is MT1A1116001329

[Nick75]

Hello,

My player info:

model: SA3ARA04K/97
s/n: MT1B1134023355

[Philips - QK]

Hi mallen100 & Nick75,

Thanks a lot for giving us the S/N information.
I have sent you a private message to discuss with you the way to follow up this. Please check your inbox.

Kind regards,
Philips Moderation Team

[Nacho]

Hi,

I'm having this same problem trying to update the firmware of my SA3ARA16K/02 ariaz player. Its serial number is MT1B1123004935.

I've already downloaded Philips Songbird from the link you've provided above, but the result is the same (either trying to update the firmware or trying to restore factory defaults).

Could you please provide some help? Thanks in advance,

Nacho.

[erick2005]

I've updated to the latest Songbird version and still have the same issue updating the firmware.
Plz help me.

Model: SA2ARA16K/55
S/N: SF1A1015001068

[RevanKnight]

Same problem here sa3vbe08k/97 S/N:MT1D1137019351 i update to last version of songbird same problem, error installing firmware to device, after i reconnect the device push vol + buttom.

[Philips - QK]

Dear consumers,

We have done a very comprehensive testing on this firmware upgrade issue. Please find the results of FW upgrade for SA3ARA & SA3VBE from v1.00, v1.06 and v2.00 to v2.06 (P4C) via PSB 2.5.6 - 2119 below:

SA3ARA & SA3VBE FW Upgrade to v2.06 via PSB 2.5.6 - 2119

From WinXP
v1.00 Passed
v1.06 Passed
v2.00 Passed

From Win7-32bit

v1.00 Passed
v1.06 Passed
v2.00 Passed

From Win7-64bit

v1.00 Passed
v1.06 Passed
v2.00 Passed

In short, we cannot reproduce the issue that you have. We suspect that it is a hardware issue instead of a software or Songbird issue. We are now in a process to track back devices for investigation. We will update you as soon as we have more information.

Thanks for your patience whilst we are looking into this.

Kind regards,
Philips Moderation Team

* Please check your inbox since we would like to obtain more information from some of you.

[Philips - QK]

Hi mallen100,

Could you please check your inbox as we need some extra information from you?

Thanks & regards,
Philips Moderation Team

[Hans37]

SA3RGA04RN/02 -> not responding after failed factory reset

pretty the same problem here
I use Philips Songbird version: 2.5.6 Build: 5.6.2119
firmware gogear was 1.07 (up to date)

During updating my gogear I got my list of genres mixed up in the gogear itself (not in songbird)
So deleted all songs from gogear and downloaded again. Same problem (some of the songs were put in a genre 28 f.i. instead of pop as is in the meta data)

so I decided to reformat the gogear. This didn't work: I got an error message
the gogear was still functional
then I tried a reset with the resetbutton on the device and tried another format, same result

back to the factorysettings via the gogear menu didn't work out either: error message after reconnecting with volume + key pressed

Via the manual I learned the option in the tools menu: now the device seamed to respond and get a new firmware, but somewhere after 3/4, songbird gave an errormessage and the instructions to try again. I waited a while and decided to follow this instruction

and now the gogear is dead, not responding, has a black screen and the toolmenu in songbird doesn't show the options anymore.
The gogear is part of reckognized in songbird as it is still in the lefthand menu but the information shows no firmware number neither memorysize

I agree with one of the former guys that the musicquality is very good, but I do have to much problems with the software to keep on liking this device.

Please, what can I do to get it operational again?

ps last time I had a question on this forum I had problems to reply

[Philips - Remko]

Dear All,

Whenever you have issues upgrading your MP3 player using songbird this can related to various issues as for example Network issue, Windows issue and Profile issue.

These following steps may help to clean up the PSB:

1. Go to “All Programs” > “Philips”, click “Philips Songbird – Uninstall” to uninstall PSB
2. Reboot the PC
3. Unzip cleanPSB.zip as attached
4. Double click cleanPSB.bat
5. Install PSB again
6. Try to upgrade the device again

If you need this file please send me a PM.

Kind regards,

[jpb67]

Hello, I seem to have similar problems:

I bought two SA3ARA04 for my sons. When connecting to Songbird, the first one indicated a new firmware was available and asked to install it. I confirmed and it did smoothly and the device works fine. So for the second one I used the "check firmware" command from SB and then I got these instructions with holding the Vol+ button etc. I proceeded and now the thing just has a white screen. You still can install mp3 files, it recognizes it but it can't be handled since the screen is just white. The firware installed is version 1.00, while the first one is 2.06?? Trying to reapir results in endless waiting (>35 minutes).
What to do??

[Josin]

Hi, I just use the cleanPSB.bat and reinstall PSB but the issue is not solved.

My current firmware is v2.02 and I try to upgrade it to v2.06.

I try to update the firmware, but after a few seconds, the process is interrupted and displays an error message.

I tried to repair it, but when the PSB try to reload the firmware, it stops again and shows the error message.

Then I formatted the device and retried both procedures with the same results.

My computer runs Windows XP SP3.

The serial number of my SA3ARA16K/02 is MT1B1146012065

Can I do anything else?

[Philips - QK]

Dear users,

If you are still experiencing a firmware upgrade issue, could you help provide us these info:


1. Philips Songbird (PSB) version number
a. Launch PSB
b. Click “Help”
c. Click “About Philips Songbird”
d. Copy the version number (e.g. Philips Songbird version: 2.6.1 Build: 6.1.2265; Rev: 720; Firmware: UNIVER)

2. OS information
a. Click “My computer”
b. Right click "Properties"
c. "System type". Check if you are using 64 bit or 32 bit system (e.g. Windows 7 - 32 bit, Windows 7 - 64 bit, WinXP)

3. Current and firmware version to be upgrade
a. Launch PSB
b. Plug in Philips GoGear device
c. Click on your device in device panel
d. Click “Tools”
e. Record “Current firmware version” from “Update Firmware” box
f. Click “Check for updated firmware” so as to see the latest version available.

4. Mode of the device (MTP or MSC mode)
a. Connect your Philips GoGear device to PC
b. Do not touch any buttons for 2 mins
b. After 2 mins, check which mode (MTP mode or MSC mode) is shown on the screen
NOTE: For some devices there is only MSC mode.

5. Capture the screen for the error message

Please be noted of the below:

Reinstall PSB Steps:
1. Uninstall PSB
2. Restart PC
3. Double click on cleanPSB.bat (this can be requested)
4. Install PSB from http://www.philips.com/songbird
5. Start PSB

Important note:

Prerequisite for PSB:
1. Make sure you have installed Windows Media Player 11 before installing Philips Songbird

Looking forward to your reply. Thanks.

Kind regards,
Philips Moderation Team