Spark is Bricked after firmware update
As is mentioned a thousand times here, tech support sucks. Here's the log. Ben is nice but clueless. I have a very expensive brick sitting on my desk. Tried factory reset, bluetooth reset, firmware update with console monitoring, etc....nothing works. It's bricked. 11/12/21 at 3:18 pm pst. I'll post how long, if ever, techs get back with some resolution.
Chat started on 12 Nov 2021, 10:19 PM (GMT+0)
(10:19:49) *** drew joined the chat ***
(10:19:49) drew: I jsut installed new firmware on amp as prompted and no it no longer woriks
(10:19:54) *** Benjamin joined the chat ***
(10:20:03) Benjamin: Thank you for contacting Positive Grid Support! This is Benjamin, and I'm happy to assist you today.
(10:20:21) Benjamin: Hello Drew, I understand the importance of this matter. Let me assist you with this.
(10:20:36) drew: ok
(10:20:41) Benjamin: Please try the following steps and see if it helps:
(10:20:53) Benjamin: 1. Make sure to install the ASIO driver first then try again (for Windows user). 2. Make sure to run the firmware updater as the system administrator. 3. If the computer doesn't recognize your Spark, try unplugging and replugging the Spark USB cable. 4. Try another USB port, then run the firmware updater again 5. Try to reinstall the firmware, click on the "Eject" button at the end of the procedure and unplug the USB cable.
(10:21:05) Benjamin: https://help.positivegrid.com/hc/en-us/articles/360039598451-Spark-Windows-ASIO-Driver-
(10:21:29) drew: It uploaded the firmware fine. No the amp is locked. all lights blinking
(10:21:34) drew: Using a mac
(10:21:54) Benjamin: I see, thanks for this information.
(10:21:56) drew: I did a factory reset...didn't work
(10:22:02) drew: did a bluetooth reset....didin't work
(10:22:19) Benjamin: May I have the amp serial number for us to narrow down the issue.
(10:22:42) Benjamin: *The serial number can be found on the rear of the unit, right next to the USB Port, or the outer box.
(10:23:03) Benjamin: Agent uploaded: 1636755601298.png URL: https://v2uploads.zopim.io/3/v/0/3v0lLBAWyIzLGmvZHKcspi0qM01hpZVj/2b988279d4f7549389b65cd8c5a440b952c05c77.png Type: image/png Size: 2824963
(10:23:24) drew: S040c207b382
(10:23:47) Benjamin: Thanks for proving the serial number.
(10:24:44) Benjamin: Here's what will I'm going to do. I will be sending you an email about the next steps with attach file after this chat conversation. Email address: Here's what will I'm going to do. I will be creating a ticket regarding this concern and I will copy you on your email address: email@example.com.
(10:25:12) drew: so you can't help me?
(10:25:49) drew: you really shouldn't prompt people to install firmware that doesn;t work. I am reading the intent about hundreds of problems today with your new firmware
(10:25:57) Benjamin: There is a troubleshooting steps that needs to follow. I will be sending it to you via with attach file. Rest assured your concern will be taken care of properly.
(10:26:13) Benjamin: We sincerely apologize about the trouble.
(10:26:26) drew: OK...Hope so. Pretty expensive 'brick' sitting on my desk
(10:26:45) drew: will definitely hit the review board sixth this problem.
(10:26:47) Benjamin: Your voice is important to us. Feedback like this will help us improve our products and services.
(10:27:13) drew: My phone no longer syncs to the amp either
(10:27:23) drew: everything worked perfect before the firmware update
(10:28:41) Benjamin: Our team has already investigated this issue after doing the firmware update. And they have come up with the resolution. It will be found in the mail that I will be sending to your after this chat conversation.
(10:29:10) Benjamin: Aside from this, is there anything that I can assist you with?
(10:30:08) drew: please send....and shame on you guys. Stupid to send out bad firmware. Bad juju indeed. I won't refer any more buyers to your products
(10:30:46) Benjamin: Again, we sincerely apologize for the inconvenience caused you. Thanks for your time and for chatting with us here in Positive Grid. Please wait for my email after this chat conversation. Keep safe and have a great day!
(10:31:04) *** Benjamin left the chat ***
(10:32:04) *** drew has rated the chat Bad ***
(10:32:04) *** drew has commented: didn't do a thing to help ***
(10:37:19) drew: You do know I am on a mac...right?
(10:37:34) *** Benjamin joined the chat ***
(10:37:38) drew: you sent me a windows .zip file
(10:37:48) Benjamin: Hello Drew, thanks for getting back.
(10:38:16) drew: is there a phone I can call...you don't seem to have any idea what you are talking about
(10:39:29) Benjamin: I apologize about the confusion. It seems that mistakenly sent a wrong email.
(10:39:57) drew: geeez dude.... you gotta smoke less ganja when you work
(10:40:26) drew: can you send the 'right' file?
(10:40:45) Benjamin: I was able to check and see attached file.
(10:41:38) drew: mac won't open that file
(10:41:47) Benjamin: Agent uploaded: 1636756737088.png URL: https://v2uploads.zopim.io/3/v/0/3v0lLBAWyIzLGmvZHKcspi0qM01hpZVj/c7d3902aa3fb297b8b6d531139d081526280b41c.png Type: image/png Size: 3442
(10:42:37) Benjamin: Please follow the instructions that I provided on the email.
(10:42:46) drew: file won't open
(10:43:27) Benjamin: I see, if you are unable to open the file, I need to forward this concern to our Specialist.
(10:44:03) drew: Visitor uploaded: temp.jpeg URL: https://v2uploads.zopim.io/3/v/0/3v0lLBAWyIzLGmvZHKcspi0qM01hpZVj/b84151a628249094b402ddbcfae9f36a7c95719f.jpeg Type: image/jpeg Size: 45517
(10:44:19) drew: you guys are killing me with this
(10:44:54) Benjamin: Thanks for providing me the screenshot of the error message. Our Specialist will check on this concern and will provide you feedback within the next 48 hours.
(10:44:58) drew: factory reset doesn't work either
(10:45:59) drew: OMG.....you guys REALLY suck at the support thing. It's not a computer...it's a $ eprom that evidently you guys messed up with new firmware.
(10:46:12) Benjamin: Seems that you have done all the troubleshooting steps and the issue still persists. I can imagine how concerned you are about this situation with your amp.
(10:46:24) drew: you must be a computer
(10:47:07) Benjamin: As much as we would love to help you right away however this is a technical concern and needs to be escalated to the right department.
(10:47:13) drew: OK, well, please have them contact me. In the interim I will post this chat log to all the forums. Thanks
(10:47:55) *** drew left the chat ***
I did get the firmware updater and console to open...you have to download the zip. Right click a newly unzipped version and you can open the console. If you don't right click never opened version of the console, it won't open on a mac. Still, it did nothing. Just got "installation Failed"
nwfungi last edited by
@spinnaker-sailing a search in the forum will show many different fixes that sometimes work
Just received a file from Heyling. Fixed it. Not sure why they just don't send this out!