Measures in case of USB or Firmware update issues

Topic:

• What should be checked if USB communication seems to fail or eve a Firmware update has got interrupted and results in a corrupt firmware of the controller?

General hints:

1.) Controller powered-up?

Please ensure that the controller is powered up, i.e. there is some supply voltage present at the "Power" connector, e.g. ESCON's J1, ESCON2's X1 or X2, resp. EPOS4 X1 or X2.

Remarks:

• The ESCON (but not the ESCON2 or EPOS4) can be powered via USB too (i.e. the green LED might be active in case of an ESCON even without a supply voltage connected). Such an ESCON supply just via USB might sometimes not work reliable (depending on the PC's USB output power). Therefore, we generally recommend using an external supply voltage esp. during a firmware download (even if an ESCON is in use).
• Important:
  Please keep in mind that USB should just be plugged in / out in power-off state!
  1. Always plug the USB connector in (or out) the PC and controller first of all (before power is switched on)!
  2. Power-up the controller next
  3. Finally try to establish USB communication (e.g. start the "Firmware Update", process "Startup" or Regulation tuning wizard", use the tools and operating modes of the controller and its software).

2.) Check or replace the USB cable

Please ensure that there is actually an USB data cable in use!

Remarks:

• USB chargers are sometimes delivered with USB cables without data wires. Such USB charger cables look exactly the same as standard USB data cables but a charger USB cable might not be capable of any data transmission.
• Ensure that you have an USB cable in use which worked in the past for data transmission with other motor controllers or USB devices (e.g. mouse, USB HD or SSDs, cameras).

3.) Avoid or replace USB hubs

If you run into any USB communication, please try to avoid using an USB hub or at least test once without an USB hub in between.

Remarks:

• Try with a direct connection in between the PC's USB and the controller's USB.
• Use an USB cable with a length of maximum 2 meters.

4.) Try another PC

Try to use another PC (e.g. with Windows'10 instead of Windows'11) or even a "private" one out of your company's network and possible IT security restrictions.

Remarks:

• We see some very rare cases of PCs in the field which seem blocking USB in general or interrupt an extensive USB data exchange (as present during firmware updates) because of IT security restrictions and an assumed USB memory device. This might be caused by some specific Windows configuration setting, firewall, etc. Using another PC (with a different setup) might solve the issue.

Still failing? -> Next actions

If, despite the general hints and tests, no or no reliable USB communication is still possible or firmware updates fail, submit a request via the maxon Support Center ticketing system and provide the following information:

• Screenshots of your actions and error messages that have occurred.
• Details of the motor controller used (-> article number or type designation)
• List of your PC hardware and the Windows version used?
  e.g. via a screenshot of Windows -> "System information".

The technicians of the local and global maxon support teams may be able to provide you with additional information on this basis or advise you on how to send in the defective(?) motor controller for inspection, service and repair.

We apologize for any inconvenience caused.

Cross references:

• Sporadic USB communication errors
• EPOS2 / EPOS4: Serial data frame error messages (USB / RS232)
• EPOS4 / IDX: Action steps in case of failing USB connection