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Electronic Theatre Controls Inc

Eos Can't Update Software

The information in this post is provided to assist in troubleshooting. Perform work at your own risk. ENSURE ANY POWER FROM DEVICES HAS BEEN DISCONNECTED BEFORE SERVICING ANY EQUIPMENT. If you do not feel comfortable performing the work, please contact us or your local service center. Be aware that ETC and its Affiliates are not responsible for any damage or injury caused by service of our products by anyone other than us or our authorized service providers, and such damage is excluded from the product’s warranty.

Issue

Some people have reported that when they attempt to update Eos Family Software on their console it appears to update but when it boots up the next time it still reports the same software version.  When this occurs the installer will run very quickly, almost as if it isn't attempting to install files.

Explanation of Issue

This issue seems to be caused by an issue in a registry file.  We have created an installer you can run to change this file and then be able to safely install the updated Eos software.

Fix/Solution

  1. To obtain the fix for the broken installer, please contact Technical Services.  We would be happy to send this to you via e-mail.  
  2. If you prefer, a re-imaging kit can be shipped instead.  This is a USB stick and some instructions which will completely wipe and restore the consoles hard drive.  To obtain this kit please contact Technical Services.  Have the serial number of your console ready and we can ship a kit free of charge.

Related Links/References

  • For technical support in the Americas, 
    please call 608-831-4116 
    or toll-free in the U.S. at 800-688-4116 
    service@etcconnect.com       

    For technical support in Europe, The Middle East & Africa                                   
    please call (+44) (0) 208 753 0984 
    techservltd@etcconnect.com 

    For technical support in Germany, Austria, Switzerland, Eastern Europe & Russia 
    please call (+49) 8024 4700-0 
    techserv-hoki@etcconnect.com 

    For technical support in Asia, 
    please call (+852) 2799 1220 
    techservasia@etcconnect.com

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