[metsat]

I was just discussing this issue with our head of US support. Those that successfully applied the firmware, did you have SD cards in the player? We updated 2 KANNs without issue, but realize both did not have SD or microSD cards in them. Those of you with the spinning "A", if you do have cards in them, could you try removing them and then restart? The update changes the way the player scans cards, especially larger capacity cards and speeds up indexing. We are thinking the hangup may be on initial startup and once it starts and the card is reinserted, it may work. Will will do further testing here and are also waiting for some more info from our dev team as it is the middle of the night in Korea.

Also, anyone in North America who is experiencing the issue with the spinning "A" after installing the new firmware, our North America support team asked if you could please email our support email so we can log your issue in our support system and reach out once we have a solution. For other countries, I will need to wait and see what our global support team suggests.

I had microSD card inserted when I performed the update. I tryed a restart without the card inserted and it made no difference. Still getting the spinning “A”.

 

[DaYooper]

Is the 1TB card formatted as FAT32?

Yes, FAT32

 

[Mr Fripp]

I was just discussing this issue with our head of US support. Those that successfully applied the firmware, did you have SD cards in the player? We updated 2 KANNs without issue, but realize both did not have SD or microSD cards in them. Those of you with the spinning "A", if you do have cards in them, could you try removing them and then restart? The update changes the way the player scans cards, especially larger capacity cards and speeds up indexing. We are thinking the hangup may be on initial startup and once it starts and the card is reinserted, it may work. Will will do further testing here and are also waiting for some more info from our dev team as it is the middle of the night in Korea.

Also, anyone in North America who is experiencing the issue with the spinning "A" after installing the new firmware, our North America support team asked if you could please email our support email so we can log your issue in our support system and reach out once we have a solution. For other countries, I will need to wait and see what our global support team suggests.

Hi, I removed the card and then restarted the KANN but is still the spinning "A".

 

[JasonNYC]

Yes, FAT32

@DaYooper Are you using a Mac or Windows-based computer?

 

[JasonNYC]

Hi, I removed the card and then restarted the KANN but is still the spinning "A".

Thank you for the feedback as it will help narrow down what the issue may be.

 

[DaYooper]

@DaYooper Are you using a Mac or Windows-based computer?

Windows10

 

[luckexplorer]

To Astell & Kern US : Hello, Ok I'm from France and you are working for US people but can you explain us what could be done to downgrade to Firmware 1.12 ?

 

[JasonNYC]

To Astell & Kern US : Hello, Ok I'm from France and you are working for US people but can you explain us what could be done to downgrade to Firmware 1.12 ?

As i mentioned in my post above (post #2232), for other countries, "I will need to wait and see what our global support team suggests." Since I work for the US offices, we already discussed how we will proceed with North America customers. I need to get more info from our HQ teams in Korea, where it is the middle of the night. As soon as I have more info, I will share.

 

[cesarleeds]

Spanish customer here, same update issue, waiting for some more detailed feedback!

 

[luckexplorer]

Hello Cesarleeds,
I sent a message to support team directly from a&k site yesterday in the evening but no message at this moment. The problem for european people is that there is no dedicated site.
I will post here if i have an answer from A&K.

 

[Promenadeplatz]

Spanish customer here, same update issue, waiting for some more detailed feedback!

With or without the memory cards inside the KANN while updating?

 

[cesarleeds]

With or without the memory cards inside the KANN while updating?

With.

 

[metsat]

I used iriver.com world wide site, send them an email yesterday and they answered today asking me to send the KANN along with purchase of proof and serial number. They also send me a RMA form to fill in and print to send it back. I’ll link the adress yet again down below. It’s in Germany. They said in the email that the system has to be reinstalled by a technician. You guys can check it out. It seems legit to me.

https://www.iriver.com/support/RMA_001.asp

 

[Promenadeplatz]

@metsat this seems to work only fi still under warranty, this is 1 year after date of purchase in almost all countries outside the EU. Poor after sales performance any way and nice way to force others with no warranty to give up.

 

[metsat]

@metsat this seems to work only fi still under warranty, this is 1 year after date of purchase in almost all countries outside the EU. Poor after sales performance any way and nice way to force others with no warranty to give up.

I understand, but maybe if people affected by this issue with no warranty left could contact this german quarters they might come with a solution. Maybe reinstallment of the system for a minor fee or something like that. I know JasonNYC the sponsor is doing his part on this issue but it might be worth a shot.