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Spark GO Firmware Troubleshooting

Firmware update error

Stuck at 2% / Error Code: -2

  • Ask the user to try again. Make sure to connect Spark GO to the computer and launch the updater, THEN power on Spark GO.

  • If issue persists, please offer log tool with Zendesk macro Spark GO::Firmware Update Log and see if it works.

Error Code: 13/14

  • After entering update mode, the computer doesn't recognize the device or fails to communicate with it. Try unplugging and reconnecting the USB, then run the update again.

  • The error code indicates Python installation can not be completed. Please ask the user to try and again with the correct updating process, as instructed on the Help Center.

  • If issue persists, please offer log tool with Zendesk macro Spark GO::Firmware Update Log and see if it works.

Error code: 15

  • The path contains non-English characters. Move the updater or log tool to a path with only English characters, such as C:.

Error code: 16

  • The update failed midway. Try switching the USB port and run the update again.

Firmware Update Fail

  • Ask the user to try again. If issue persists, please offer log tool with Zendesk macro Spark GO::Firmware Update Log and see if it works.

  • Please highlight the log to Dans for further investigation.

Firmware update broke Spark GO

Firmware updated, amp power on but no sound

  • Try factory reset

  • If issue persists, please offer log tool with Zendesk macro Spark GO::Firmware Update Log and see if it works.

  • If issue persists, please highlight to Dans and WeiTing, and collect the machine back to Taipei office for further investigation.

Firmware updated, Bluetooth no longer connects

- First, verify if the connection issue has to do with the known issue where devices running refresh rate higher than 60hz will cause Spark app to disconnect.

  • If the issue only occurs after firmware update, ask the user to forget previous Bluetooth connection on their phone, and try connecting again.

  • If issue persists, please offer log tool with Zendesk macro Spark GO::Firmware Update Log and see if it works.

  • Please highlight the log to Dans for further investigation.

Firmware bricked the amp, cannot power on

  • If the amp is totally bricked and cannot power on anymore, please proceed with DOA/RMA.

  • Highlight to Dans and WeiTing, and collect the machine back to Taipei office for further investigation.