Requirements collection for firmware update of Tone's(Tone1,Tone2,Tone2 Pro)

hello
After updating the firmware, we confirmed that the coaxial output is working.
However, Tone 2 Pro does not work after reconnecting to the PC.
The LED on the power side is displayed in red.
The LED on the volume knob does not light up.
Driver does not connect to PC
The same symptom occurs when connecting the Tone 2 Pro to a mobile phone or DAP.
If you connect the power separately, the LED turns white but does not work.
When I connect the Questyle M15 to my PC, it works well.
After updating the firmware and rebooting, it stopped working.
Is there any way to factory reset or go back to a previous version?
This is a product purchased in October 2024. Should I send after-sales service to the seller?

Hi kns35082996,
Could you help to take a video to show Tone2 Pro power-on process?
The firmware update process is: after updating the XMOS firmware through USB, the MCU will detect the firmware version in XMOS when it is powered on again. If it is inconsistent, the MCU firmware will be updated. Before sending the firmware to you, I did a burn verification (flash between versions 1.41 and 1.43) and the above phenomenon did not occur. I am not sure what caused it. At present, it may be stuck on the upgrade of the MCU firmware version. Please try:

  • Try to quickly re-plug the USB power supply repeatedly, and then let it stand for a while to see if it can return to normal.
  • Try to push and hold the knob for 6 seconds, wait for Tone2 Pro to shut down (all lights should be off at this time), and then wait for 2 seconds and then short-press the knob to turn it on to see if it can return to normal.

Sorry for the inconvenience caused by the delayed reply during the Spring Festival. If you have any progress or questions, please contact me in time. Thank you.

Hello, thank you for your reply.
Due to the late response, I sent after-sales service to the Korean seller (Soundcat).
I sent the symptoms and firmware to SoundCat, and I am waiting for their repair.

OK, we will reply you as soon as we receive the machine, thank you.

1.43 Is the firmware safe?
As a result of sending after-sales service to Soundcat, a Korean seller, the same symptoms occurred when they applied the firmware to other products.
I decided to exchange it for a new product not long after purchasing it.
However, I am very dissatisfied because I trusted you, waited for the firmware, and when I applied it, a problem occurred.

I want the stable 1.43 firmware, and I don’t want to get it personally, I want to get it from the official bulletin board.

Hi kns35082996,
I do the test with my debug device it run well, It seems that i need to take more device to do more test, that’s my fault. Sorry for the inconvenience, I will improve the firmware release process more strictly.Thanks for your feedback.

I hope the firmware will be updated to stable version 1.43
I’ll wait for that version
We hope that the firmware will be released quickly and thank you for your efforts.