JetbookColor frozen after update

Hi.
I'm writting this after feeling abandoned or considered as a low intelligence person, and as a trying to know if someone else is suffering the same situation.

I own a Jetbook Color and I try to update it following the instructions in the update web page.
At the first step I got the following messages from my JBC:

"Integrity check. Please wait..."
"Update FAILED, write error at 0:33550344."

After notifying this issue to "Greg" (I suppose somebody will know him), all I got are mails with no solutions or solutions to gain time (don't know what for).

I include at the end of this post the sent and received emails for your opinion.

Has anyone got any solution?

From: Pepe []
Sent: Friday, May 18, 2012 7:41 AM
To: Vendedor JetBook Color
Subject: Update Problem. JBC freezed

Hi again, Greg.
Just telling you I was very happy with my JBC (Jetbook Color).
I visited the update web page (http://jetbook.net/update/jetbookcolor) and found that it was needed to update the JBC.
I downloaded de OS and the Firmware and followed the instructions. ( I had the 43 OS version, so I downloaded the v49for43.zip archive)
When I pushed the reset button 5 seconds, it started the update, but I got the following message:

"write error at 0:33550344"

And then, the JBC started to reboot continuously, showing the same message.

What can I do now?

Regards.

From: [email protected]
To:
Subject: RE: Update Problem. JBC freezed
Date: Fri, 18 May 2012 11:37:10 -0400

Hi Jose,

Did you install both files?

Best Regards,

Greg Stetson

Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

From: Pepe []
Sent: Friday, May 18, 2012 1:14 PM
To: Vendedor JetBook Color
Subject: RE: Update Problem. JBC freezed

Impossible, it freezed in the first stage (with the OS update).

Regards.

From: [email protected]
To:
Subject: RE: Update Problem. JBC freezed
Date: Fri, 18 May 2012 14:35:10 -0400

So it doesn’t load at all after you reset it?

Best Regards,

Greg Stetson
Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

From: Pepe []
Sent: Sunday, May 20, 2012 6:38 AM
To: Vendedor JetBook Color
Subject: RE: Update Problem. JBC freezed

No, it tries, but doesn't get it.
I mean, if I push the reset button five seconds WITH the micro sd card with the update OS, it starts updating and after 5-6 seconds it show a message: "write error at 0:33550344". Then, it starts to reboot continuously showing the same message.
If I push the reset button five seconds WITHOUT the micro sd card, it reboots continuously without showing any message (the screen blinks all the time).
And if I push the On-Off button to switch it on, it reboots continuously without showing any message (the screen blinks all the time, too).

Regards.

From: [email protected]
To:
Subject: RE: Update Problem. JBC freezed
Date: Sun, 20 May 2012 16:47:36 -0400

Got it.

Try it from the beginning by re-downloading both files from www.jetbook.net/update and installing them again one by one.

Let me know how it goes.

Best Regards,

Greg Stetson
Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

From: Pepe []
Sent: Wednesday, May 23, 2012 5:23 PM
To: Vendedor JetBook Color
Subject: RE: Update Problem. JBC freezed

Hi again.
Steps I followed (again):
1. Downloaded the file v49to43.zip (from http://www.jetbook.net/update/jetbookcolor)
2. Unzipped the file.
3. Formatted the 4 GB micro SD card.
4. Copied the file "jbcupdate.bin" in the micro SD card.
5. Inserted the micro SD card in the JBC.
6. Pushed the "reset" button for five seconds.
7. Started the updating.

What I get:
1. A screen saying: "ECTACO eBook Readers & Translators - Starting..."
2. A screen saying: "Integrity check. Please wait..."
3. A screen saying: " Update FAILED, write error at 0:33550344."

I get this continuously.
I did the above steps several times. Even I tried it with differents micro SD cards

Regards.

From: [email protected]
To:
Subject: RE: Update Problem. JBC freezed
Date: Wed, 23 May 2012 21:41:21 -0400

Hi Jose,

I’ll forward this to my engineering department right now and ask them what the problem could be.

Best Regards,

Greg Stetson

Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

From: Pepe []
Sent: Friday, June 01, 2012 10:09 AM
To: Vendedor JetBook Color
Subject: RE: Update Problem. JBC freezed

It's been a week since I received this answer from you.
Are there news?

Regards.

From: [email protected]
To:
Subject: RE: Update Problem. JBC freezed
Date: Fri, 1 Jun 2012 10:15:15 -0400

Dear Jose,

They’re still investigating the issue as the update seems to be going smoothly on the devices.

Please send me the firmware version and serial number you currently have from Settings -> Device Info.

Best Regards,

Greg Stetson
Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

From: Pepe []
Sent: Monday, June 11, 2012 6:44 PM
To: Vendedor JetBook Color
Subject: RE: Update Problem. JBC freezed

Hi again, Greg.

I can't send you any serial number since the device doesn't switch on.
The firmware was probably version 43 (as I'm trying to remember).

Please, give me a solution as soon as possible. I'm starting to believe that I've spent $500 in air.

Regards.

De: Ectaco - Greg ([email protected])
Enviado: jueves, 14 de junio de 2012 2:18:49
Para: 'Pepe' ()

Hi Jose,

Have you left it to charge overnight?

Best Regards,

Greg Stetson

Product Manager
Ectaco Inc.
(71728-6110 ext.212
Follow Us on Twitter! http://twitter.com/ectaco
Catch Us on Facebook! http://facebook.com/ectaco
Check out the Ectaco Blog: http://ectaco-global.blogspot.com/

SO, THE LAST SOLUTION WHEN THE UPDATE HAS FAILED AND THE JBC DOESN'T SWITCH ON AGAIN IS...... CHARGE OVERNIGHT?????

This message was edited 1 time. Last update was at 06/15/2012 16:21:00

Hi Jose,

Thanks for the message, please note we do have a complete warranty on the device. If we are unable to get it working we can always replace it with a brand new one.

As a background, the only time i have seen the jetBook fail in an update is if it is a much older version (one of the first releases) or if their is a misstep somewhere. However this is an electronic device so i am sure anything can happen.

I read over your dialogue so i apologize if their are any reiterations, but please let me know:
-Did the device work before you attempted the update?
-Can you tell me approximately when you purchased the jetBook Color?
-Have you tried another type of micro SD card?
-When you formatted it were you sure to format it to FAT32?
-Are you in the USA? If so what state?

Also, just so we are on the same page: the first step you are attempting is updating the OS (operating system). Then after that you will do the firmware update. I understand you tried to download the file 'v49for43.zip' I think your next step may be to try to download 'v49for38-42.zip ' It is here http://images.jetbook.net/upgrade/JBC-49/v49for38-42.zip

This message was edited 1 time. Last update was at 06/18/2012 07:25:46

Hi Jerry.
I will answer you point by point.

1. I bought the JBC on March 1, 2012.
2.The device worked perfectly. I was very happy because I was able to read books in several formats. Also I was able to read comics. The device stopped working when I tried the recommended update.
3.I tried 3 different types of micro SD card (one of 2GB, another of 4 GB and the last one of 8GB). All formated to FAT32.
4. I am in Spain.

I downloaded the file 'v49for43.zip' because I'm sure my device had the version 43. However, I'll try the other one (for versions from 38 to 42) and will tell you what happends.

Regards

Hi Jose.

I am also from Spain. Maybe if you need something we can contact. I am also having problems with the unit. But I think that your problems are quite worst than mine. I can read ebooks at least. If you need something, just let me know!

See you and good luck.

Jorge

erninyovoodoo wrote:Hi Jerry.
I will answer you point by point.

1. I bought the JBC on March 1, 2012.
2.The device worked perfectly. I was very happy because I was able to read books in several formats. Also I was able to read comics. The device stopped working when I tried the recommended update.
3.I tried 3 different types of micro SD card (one of 2GB, another of 4 GB and the last one of 8GB). All formated to FAT32.
4. I am in Spain.

I downloaded the file 'v49for43.zip' because I'm sure my device had the version 43. However, I'll try the other one (for versions from 38 to 42) and will tell you what happends.

Regards

Hi Jose,

Ok great, the other file is definitely worth a try as you may have an earlier version. I will look out for any updates from you.

Hi again.
I just tried the 'v49for38-42.zip file and all I get is:

1. A screen saying: "ECTACO eBook Readers & Translators - Starting..."
2. A screen with an empty progress bar and a top right label (in the progress bar) with "9999" inside.

After that, it starts rebooting all time, showing the same continuously.

erninyovoodoo wrote:Hi again.
I just tried the 'v49for38-42.zip file and all I get is:

1. A screen saying: "ECTACO eBook Readers & Translators - Starting..."
2. A screen with an empty progress bar and a top right label (in the progress bar) with "9999" inside.

After that, it starts rebooting all time, showing the same continuously.

Hi,

Ok, i know the device is under warranty so in the meantime please contact the warranty dept. If we cant solve it at least you will have the ball rolling for a warranty. The phone number is 1-718-728-3605 or email [email protected]

Right now i am consulting with both the tech team to see if their is another work around from your end or some diagnostics mode and also development.

Hey,

I wanted to follow up with you on this. Our technician said there is a possibility using the wrong file for the wrong firmware version caused the issue you are having now, although it is a unique problem.

He said most of the cases are solved by re-writing the SD card and attempting it again (although i know you have done that already).

I think a warranty on the product may be the best option at this point. You would have to send an email to [email protected] or call them directly at 1-718-728-3605.

Hope this helps!

OK, I'll write to support.

I'll write here the news.

It would be nice Jerry, to have some kind of MD5 checksum, or hash file, that anyone can verify if their download is complete on their pc, before attempting the upgrade.

ProDigit wrote:It would be nice Jerry, to have some kind of MD5 checksum, or hash file, that anyone can verify if their download is complete on their pc, before attempting the upgrade.

Usually the browser downloaded program will tell you if a file download is complete or if it is aborted but i suppose it cant tell if the file has become corrupt in the transfer. While i understand it is rare it does happen.

Do you mean their should be a check that the JBC runs to verify the file is whole and without errors first?

This message was edited 1 time. Last update was at 07/13/2012 12:52:26

Hi again.
After notifying ten (10) days ago to [email protected] about the issue, I post here what has happend:

De: Pepe ()
Enviado: martes, 03 de julio de 2012 12:48:56
Para: [email protected]
Hi.
I've got a JetBookColor which is frozen after trying updating it.
In your forum I have explained what I've done and what has happend with the JBC.
The link is the following:
https://www.ectaco.com/posts/list/82439.page

What is the next step I have to follow in order to get my JBC operative again?

Regards.

De: Ectaco - Abe ([email protected])
Enviado: jueves, 05 de julio de 2012 14:18:24
Para: Pepe

Hi ,

Thanks for the message and sorry to hear about the difficulty. In order to allow me to help you better please let me know the following:

1) Your order number. If you don’t have one let me know where the order was placed.

2) Approximately when you received this model.

3) A more in depth description of the issue. Specifically what features or functions you are having an issue with.

Once I receive this email I will respond to you with more personalized help regarding your situation. Thanks for your patience and have a great day.

Best regards

Ectaco INC

Abe Khan - Technical Support

Phone: (71728-3605

Fax (71728-4023

[email protected]

www.ectaco.com

De: Pepe ()
Enviado: viernes, 06 de julio de 2012 11:18:20
Para: [email protected]

Hi,

Here you have all data you are requesting:

1) Order# COM-XXXXXX
2) I received the JBC on March 8, 2012
3) I have already explained the issue with all details I am able to do in your forum. Please, follow the link:
https://www.ectaco.com/posts/list/82439.page

Thanks for your patience.

Regards.

Well... after this last email, I never heard again about support...

Is this company serious?

So you pay $500 + shipping cost to Spain and then... nothing?
$500 is the third of my salary. So I've been working for ten days exclusively to have this product...

Well, after all these, I have to say that I've been able to revive my JBC.
"From lost to the river", as we use to say in spanish, I updated my frozen JBC with the file corresponding to the Firmware (http://images.jetbook.net/upgrade/jbc/r1580/jbc-r1580-spanish.zip), not the OS(http://images.jetbook.net/upgrade/JBC-49/v49for43.zip). The result? the JBC started like normally, version 43 (as earlier).

Do I trust in the updates? NOOOO.
Do I trust in support? NOOOO.
Do I trust in ECTACO? NOOOOO.

And I told seller Greg that I am the headmaster of a High School. Will I recommend this product to the school board in order to have a JBC for each pupil (about 480 pupils)?
NOOOOOO.

This message was edited 3 times. Last update was at 07/14/2012 03:42:28

erninyovoodoo wrote:Hi again.

Is this company serious?

So you pay $500 + shipping cost to Spain and then... nothing?
$500 is the third of my salary. So I've been working for ten days exclusively to have this product...

Well, after all these, I have to say that I've been able to revive my JBC.
"From lost to the river", as we use to say in spanish, I updated my frozen JBC with the file corresponding to the Firmware (http://images.jetbook.net/upgrade/jbc/r1580/jbc-r1580-spanish.zip), not the OS(http://images.jetbook.net/upgrade/JBC-49/v49for43.zip). The result? the JBC started like normally, version 43 (as earlier).

Do I trust in the updates? NOOOO.
Do I trust in support? NOOOO.
Do I trust in ECTACO? NOOOOO.

And I told seller Greg that I am the headmaster of a High School. Will I recommend this product to the school board in order to have a JBC for each pupil (about 480 pupils)?
NOOOOOO.

Well,

Ectaco currently doesn't has offices in Europe. The only way to get your Jetbook repaired is through the NY office, if applicable you will get an RMA number from them but you have to pay both shipping costs.

Ectaco normally is a bit slow contacting customers, so be patience, they will contact you. I had a similar problem with a frozen JBL in April, I live in Spain as you, you can try to contact Ectaco in UK but they will transfer your questions to the NY office. This is a no go.

Currently, I do not recommend buying any Ectaco product in Europe as there is really no european office for us. This is a shame as I like their products, I hope they will open some day an office in Europe, until that happens do not buy anything from them.

Buying an Ectaco JetBook in Europe is no better than buying any other Chinese ebook reader, you will get the almost the same product (Ectaco really do not makes ebook readers, a chinese brand is behind that job), you will get a low price and poor support (no support at all or in the best case you have to send the device back to China), only the firmware makes the difference, a big one of course.

So be patience, in the worst case you have to send your device back to the U.S.A.

Regards.

nerve_net wrote:
Well,

Ectaco currently doesn't has offices in Europe. The only way to get your Jetbook repaired is through the NY office, if applicable you will get an RMA number from them but you have to pay both shipping costs.

Ectaco normally is a bit slow contacting customers, so be patience, they will contact you. I had a similar problem with a frozen JBL in April, I live in Spain as you, you can try to contact Ectaco in UK but they will transfer your questions to the NY office. This is a no go.

Currently, I do not recommend buying any Ectaco product in Europe as there is really no european office for us. This is a shame as I like their products, I hope they will open some day an office in Europe, until that happens do not buy anything from them.

Buying an Ectaco JetBook in Europe is no better than buying any other Chinese ebook reader, you will get the almost the same product (Ectaco really do not makes ebook readers, a chinese brand is behind that job), you will get a low price and poor support (no support at all or in the best case you have to send the device back to China), only the firmware makes the difference, a big one of course.

So be patience, in the worst case you have to send your device back to the U.S.A.

Regards.

Thanks for your words and experience.

Hi guys,
I've got the exact same problem as you. I've sent an e-mail to Ectaco and will keep you up to date about the outcome.