EXStar Rockit firmware update fails and connection errors

Support
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1

Hello,

I have a problem with my EXStar Rockit scanner.

The scanner worked correctly on the same laptop with the previous version of EXStar Hub. The problems started after updating the software.

Currently, the scanner connects only via Wi-Fi. It is not detected at all over USB, so I cannot perform the firmware update using a wired connection.

I receive the following errors:

  • Device firmware and software do not match.
  • During the firmware update: “Loading chunk 56527 failed after 3 retries.”
  • Then: “Connection Failed. The device registry GUID is abnormal. Please restart the software with administrator privileges and try again.”
  • Previously I also received Error 0x00000012.

I have already tried:

  • restarting the scanner and the PC,
  • reinstalling the latest version of EXStar Hub,
  • running EXStar Hub as Administrator,
  • using different USB ports and USB cables.

Unfortunately, the problem still persists.

Could you please advise how to solve this issue? Is there a way to manually recover or reinstall the firmware, or restore communication over USB?

Thank you.

2

Hi, sorry for the inconveniences that caused. We want to reach out to you with a remote section, can you pls DM me with your email address or submit a ticket by clicking the feedback section in the software to create a ticket for your problem?You can inform me with the ticket number when the ticket is formed, so our engineers can reach out to you ASAP.

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Nr 168094