BLK Stopped working after firmware update

[james_oneill]

Hi...I performed the update firmware on both BLK and iPad and now it fails. It starts preparing then scanning but stops and I get the following error message: ERROR The BLK360 could not complete the request because it encountered a h/w error     Message: panorama shoot failed device functional error, doTakeimagehandleResults: taking image failed    Additional details: Code Unknown...Status device error. Please help...I've not been able to get usable data from this device or ReCap...James

[james_oneill]

I just re-installed the Leica Firmware...but on the iPad under the battery 100% remaining is Firmware: 1.1.3. Is this the ReCap or BLK Firmware? Help...

[Anonymous]

That's the BLK firmware. 

[james_oneill]

Hi Scott...do you have a similar experience? any fix?

[Anonymous]

No, I haven't had that problem. I've done the updates on the iPad and the BLK and they seem to both be working and linking up. Maybe try to do the firmware update again. Being totally new to scanning I'm two steps from clueless on all of this and I was surprised to find that I had and answer to your firmware question. I guess I'm making progress...

[james_oneill]

Thanks Scott...likewise newbie, but one step to clueless...I tried several times updating with same failure error notice...also new to iOS; often the problem is me in these sort of things...hardcore android...I'm a little puzzled but on the iPad under the battery 100% remaining is Firmware: 1.1.3. Do you have this Firmware as the new ReCap update says its 1.2 1 What does yours read? Is this the ReCap or BLK Firmware?

[Anonymous]

Ha! The two of us in different leaky boats on the same choppy sea. I'm a hardcore Apple guy and am often struggling against my ignorance of Microsoft. (sigh). 

The BLK is on firmware 1.1.3 as it says under the battery percent. Recap mobile is at 1.2.1. You can check that if you go to the App store app (blue logo with an A on it on the home screen). Open the app, click on updates on the bottom and then Recap). I also just updated my iPad to the latest which is 11.2.(go to the Settings app / General / Software update near the top right)  Yesterday I scanned a project, brought it home and tried to load it onto my desktop but it wouldn't go until I updated the Recap desktop as well to 4.2.1.7.  http://up.autodesk.com/2018/RECAP/AutodeskReCap_v4.2.0.2_to_v4.2.1.7_x64.msp

Hopefully updating everything will magically make your BLK run. Good luck. 

[james_oneill]

I just posted this to the Youtube page 

https://www.youtube.com/watch?v=2lwqvoUrZlM&lc=z232trgyksmhdfwwg04t1aokg0quq11jounnwyyu4gf2bk0h00410...

I still have not heard from anyone at Leica nor ReCap Forum...only Scott, a user with his own BLK problems, tried. After spending hours deinstalling, reinstalling s/w updates the BLK still errors out with device functional error. What happened to this highly -touted joint production teams of Swiss/American engineers???? With spending nearly $19,000 on all Leica accessories and iPad...it don't work!!! And no help!!!

I hate to be negative but very disappointed about lack of help or if there is a solution...

Where is the new instruction manual promised ages ago...not even an expected date of release...

[brian.kost]

Hi James,

Sorry to hear that you are experiencing this issue. It sounds like you've done quite a bit of work removing and re-installing updates to the scanner itself. Can you tell me which version of iOS is installed on the iPad? If you are not already on the latest version, I would recommend that you update the iOS and try again.

Please let me know what you find.

[james_oneill]

Hi Brian...yes I've been in contact with a Leica engineer and I checked the iOS version and it was up to date...I copied the firmware update form their site and it still doesn't work and I can't re-install 1.2.0...I'll be in t ouch with Leica early and keep you posted....thanks, James

[james_oneill]

Hi again Brian...I've re-installed the 1.2.0 firmware and the BLK is now functioning as before firmware upgrade...I'm in touch with Andrew and Andrea at Leica working on this...I don't know the correct (BLK joint Leica/Autodesk) protocol for solving this i.e. reach directly to Leica as I did when no response to my original forum post...anyway, provide your email and I'll keep you in the loop...the more in the loop generally the better...thanks and regards, James

[Anonymous]

Dear James,

I've exactly the same problem.

How did you re-install the 1.2.0 firmware?

I can't find any download in the www.

I would be very glad, if you can help me quickly.

Best regards. Jenny

[james_oneill]

Hi Jenny...as a workaround, I re-installed the 1.1.3 f/w and now it works as before...Leica looking into it...Hope this helps...what sort of project you working on? Rgds., James

[c.danz]

Thank you. But I've really no idea how to re-install the last firmware. Our actual project is scanning a supermaket.

I'll try to contact the support again tomorrow.

Thank you so far. Hope, they can help with this information.

Best regards.

[james_oneill]

See below link...its on the BLK360 webpage...this is for a service report but same procedure for firmware change...hope this helps...Best, James

[Anonymous]

Dear James,

thank you for your help. I'll make a service-report immediately, when the scanner is in the office again. Today we need it for scanning - without pictures... I'm still hoping to hear from the support, but until now - nothing. I'm still disappointed about that.

Best regards,

Jenny

[anil_mistry]

Hi @james_oneill,

I’m just following up to see if you were able to resolve this issue or still required additional assistance. 

Thank you and have a great day!

[Anonymous]

Dear James,

I have good and bad news.

The bad news:

My colleague has a great problem scanning the supermarket. Even if he scans without pictures, the scanner just finished 20 of 50 scans today and he will not finish the project - sad because expensive for us.

The good news:

A wonder is happening. There's a great guy working at Leica, Mr. Nico Beutke. Fortunately he's next to my colleague this evening and they want to meet to solve the problem together. He's able to reset the firmware of the scanner to the last version. Maybe the actual recap-version is going to struggle a little bit with this, but scanning should be possible nevertheless. That's what Mr. Beutke told me via phone this morning. I'm really looking forward to the result. I'm sure, both of them will not go to bed, until the'll have solved the problem. It's courious, that Mr. Beute not even is a supporter of leica. He's working in distribution. But he's the only one, who at least tries all he can, to help us. I'm so glad about it. His words this mornig: "Why did you upgrade recap and the scanner although I told you, not to do because I'm still unsure, that it'll function 100% correct?" So, that's my fault. I dindn't listen exactl 😞

I'll let you know about the result and if they'd be able to get a solution. I'm still hoping.

[anil_mistry]

Hi @Anonymous,

Thank you for your reply. Please, post  your findings here so other Community members may benefit.

Thank you and have a great day!

[Anonymous · Accepted solution]

Hello together,

here's the result of our search for a solution:

Mr. Beutke from Leica an my colleague met each other on tuesday evening.

They searched long for the reason of the problem that the scanner did not work within taking pictures.

In the end they decided to reactivate the last firmware-version on the scanner. Since then the scanner

worked without any further problems. Now we just get an information on the ipad, that we have to

update the firmware on the scanner every time we use it. We have to say ok and it works.

Nevertheless Mr. Beutke arranged a replacement of the scanner. Next week we'll get a new one,

have some time to test it and then will send the "old" scanner back. Mr. Beutke wants to get sure,

that we're able to work without any further problems because of defect hardware.

By the way they tried to update the scanner to another further firmware, which is not officiallay available

and this also could not solve the problem.

So... I'm very impressed and glad about the commitment of Mr. Beutke and that we'll now be able to

finish our projects approximately as planned. Looking backwards I think, we just had bad luck and got

a monday-product 😄

I hope, my posts can help any other affected persons.

Best regards.