Issue upgrading player to level III

1st Official Post
    • New
    The Profiler Model referred to in this thread is ...
    ☑️ Profiler Player

    Hey,

    I already reached out to support but figured maybe someone else has an idea.

    I purchased the level 2 and 3 upgrade for my player, updated to the beta firmware and started the upgrade.

    Sadly it is failing with

    A communication issue has occurred

    The USB connection in between your PROFILER and your computer is not stable. This might result is damaged or lost data. Please contact KEMPER support here

    After a restart (of the player) I first got Upgrade failed (Error 2) and then the previous message again.

    The update before worked just fine.

    I tried 2 macbooks and a Mac mini, with a usb hub in the middle, with an usb c -> a adapter and directly, multiple cables each.

    Did anyone else have this issue or maybe got ideas on what to try/how to solve this?

    • New
    Quote from Kemper Support #1

    I suggest that you leave out the USB hub and connect the Profiler directly to your computer using a USB-C to USB-B cable.

    If the computer only offers USB-A ports you need to use a USB-A to USB-B cable.

    Sorry if that wasn't clear. I tried with hub (then usb a - usb b cable) with an adapter (again usb a - usb b cable) and usb c - usb b cable directly (multiple) and it doesn't work for either

    • New

    Exactly the same problem for me.Also tried factory reset, different usb ports.on different laptops running win 11,win 10 64 bit, different usb b cables.,did the RM/os updates.tried reconnecting,RM restart,still nothing.

    Purchased the level ii & iii bundle.

    Direct connection to laptop,no hubs,only the player connected.

    Anyone found a solution on this?

    Many thanks

    • New

    Hi,

    same problem here.

    Player connected to hub -> failed communication with Profiler

    Player connected direct -> failed communication with Profiler


    Please keep us updated Kemper and Tobias.

    Thank you.

    • New

    Hello.

    I purchased the LVL 2 & 3 upgrade
    I am having the exact same issue, it wont upgrade my player.
    I get a variety of error messages;

    "(Error 2)" or "A Communication Issue Has Occurred" or "Communication with Profiler Failed".

    Has anyone got a solution to this yet?
    I have contacted Kemper support and given logs, but they haven't come up with a solution yet.