User's Manual

Troubleshooting 65

9 Troubleshooting

9.1 Resetting the Device

As with any complex electronic device, a strong external static charge may rarely cause Promote Control

to become unresponsive or show random characters on its screen. This situation requires a device reset.

To reset Promote Control, use either of the following options:

1. Remove the batteries from Promote Control, wait a few seconds, and replace the batteries. If an

optional AC adapter is used, disconnect it as well.

2. Use the hidden RESET button on the back of Promote Control. First remove the button’s protective

cap (see, Controls on page 13 for details). Then use a straightened paper clip to press the RESET

button. Be sure to replace the protective cap to protect Promote Control from water and dust.

All previously saved settings are retained when Promote Control is reset. Settings changed since the last

time Promote Control was powered on are not kept.

If the problem persists, contact http://www.promotesystems.com/ for support.

9.2 Recovering from a Failed Firmware Update

If a firmware update fails to complete, Promote Control may become inoperable. To restore Promote

Control, a complete and valid firmware must be applied – and if Promote Control is completely

inoperable, the method described in Performing a Firmware Update will not work.

In this situation, use the following emergency workflow:

1. Download the latest firmware update file from http://www.promotesystems.com/

2. Download the latest version of the Promote Control firmware update application from http://

www.promotesystems.com/ and install it on your computer.

3. Install a fresh set of batteries in Promote Control and/or connect the optional AC adapter as

described in Using an AC Adapter .

4. Remove the protective cap from the RESET button located on the back of Promote Control (see

Controls section for details).

5. Connect Promote Control to your computer using the supplied white USB cable.

6. Hold down the Promote Control "Mode" button and use a straightened paper clip to press the RESET

button.

7. Launch the firmware update application and proceed with the regular firmware update from Step 6