Android 5.1 to Android 7 update problems

[darioalb]

Is that aimed at us? You have a funny way of requesting help.

Am I on the official support forum of the company that sold me a product writing on their site that I would have been able to upgrade to Android 7?
Are you a Futeko employee?
If so I'm expecting help, I'm not just asking.
I did what's written on this forum and now I'm the proud owner of a brick.
Customer service is not a present, it's a mandatory duty set by law.

If that doesn't work contact your retailer for RMA. If that's us: mail@futeko.com

Does this mean I'm stuck with Android 5? So the main reason I chose Futeko's Q5 has just disappeared. Good job.

By the way, do you have multiple accounts on this forum? Your IP address would suggest so.

Don't know, who cares?  What's the point?

[futeko.com]

Your first forum post was at 3:10pm, I replied at 4:59pm. 109 minutes later.

Your second forum post was at 5:16pm. I replied at 9:09am the next day. 9 working minutes later.

I'll leave it to others reading this to judge whether that is bad service or not.

The problem you've had is not typical. There have been thousands of successful Android 7 installations.

Have you tried to install 1.0.7? If that doesn't work and you are a customer of ours then we'll take the item back under RMA and fix/replace it.

[davenm]

Hi all, just to say that my first attempt did not work either what I did then was to unplug the box, redownload the firmware. Reformatted my usb drive (fat32) unzipped the files to the flash drive and started the update again. My second attempt worked.

[darioalb]

It took me a while, but at last I could download the 1.0.7 Firmware. Tonight I'll try to install it.

Updates coming soon.

[darioalb]

As I feared I wasted my time: downloaded 1.0.7, unzipped, inserted in the USB port, switched on pushing the restore button with a paper clip and... all I can see is the HIMEDIA logo I've been watching for days.

Anything else I can do before calling Amazon for a refund/repair?

[Phil181]

Anything else I can do before calling Amazon for a refund/repair?

Can we therefore assume you did not purchase from Futeko but somehow expect full support from them??   

[darioalb]

Anything else I can do before calling Amazon for a refund/repair?

Can we therefore assume you did not purchase from Futeko but somehow expect full support from them??   

Amazon and Futeko assume the same as Futeko asked me to send the Q5 to them.
Amazon clearly told they are not responsible for the warranty and Futeko agreed.
I expect a full support because they wrote in october  on their Amazon page that the Q5 was going to receive a working Android 7 update. I guess it wasn't Amazon that forced them to write so.

Therefore can we assume you speak 'cause... you don't know the difference between an official distributor abroad and a broker?

[futeko.com]

I'm not getting into order details on this public forum, but you bought the item from us via Amazon Marketplace.

We sell on Amazon like thousands of other merchants do.

The warranty is with us. We've contacted you with RMA instructions and will fix/replace the item.

There have been thousands of Android 7 updates to Q5/Q10 Pro and there is no general problem with the update process. How/why the update failed for you I do not know, perhaps we'll know more when we have the box back.

[goppo]

Hello everybody,

i was trying to upgrade my box from android 5.1 to android 7 and i put on USB stick firmware "Q10 PRO FIRMWARE. ANDROID 5.1 TO ANDROID 7. FUTEKO. HMD-2.0.1 2017-01-10.164949. Q10 PRO MUST BE RUNNING ANDROID 5.1 TO INSTALL THIS FIRMWARE".
the little android spin until bar was fill up and the box restarted by itself. after that it stayed in logo screen himedia for 45 minutes.
i unplug power and from now one i cannot upgrade, restore or do anything with my box.
i tried to put firmware for android 5.1 back, but no matter how much i press the restore button, it doesn't go in restore screen anymore. 

there is another way to restore my box?

thanks in advance,

[vbro]

"In your situation I would advise trying to install firmware 1.0.7 as it will repartition the internal storage (1.0.8 / 1.0.9 will not). You still have the Android 5.1 installer so installing Android 7 firmware definitely won't work"

I was trying to upgrade to Android 7 on my Q10 Pro that came with 1.0.9 firmware

Are you saying in order to get Android 7 I need to install 1.0.7 firmware THEN do the upgrade to Android 7?

If yes - When I do this I'll have Android 7 on firmware 1.0.7 INSTEAD of Android 7 on firmware 1.0.9 - Correct?

If yes - If I then update to firmware 1.0.9 will I keep Android 7 OR will I end up with Android 5.1.1?

If I would end up with Android 5.1.1 again I assume at some point new firmware will be released that will update the Q10 Pro to Android 7?

Q10 Pro's standard video player (not the Kodi player) does NOT show "forced subtitles" on blu ray .iso's from movies such as 2012. Is this a know issue that will be fixed at a later date?

Q10 Pro will NOT work with a 5tb Western Digital My Book Essential External Drive ( but works fine with the 3, 4, 6 & 8tb versions )

Will the Q10 Pro's standard video player (not the Kodi player) receive better blu ray & dvd menu support via an update at some point?

[futeko.com]

I was trying to upgrade to Android 7 on my Q10 Pro that came with 1.0.9 firmware

Are you saying in order to get Android 7 I need to install 1.0.7 firmware THEN do the upgrade to Android 7?

If yes - When I do this I'll have Android 7 on firmware 1.0.7 INSTEAD of Android 7 on firmware 1.0.9 - Correct?

If yes - If I then update to firmware 1.0.9 will I keep Android 7 OR will I end up with Android 5.1.1?

If I would end up with Android 5.1.1 again I assume at some point new firmware will be released that will update the Q10 Pro to Android 7?

It depends what state your Q10 Pro is in. If when booting with restore button pressed you get Android 5.1 update screen (green droid logo) then you'll need to use 1.0.7, if you get Android 7 update screen (circle logo) then you'll need to use one of the the Android 7 firmwares.

In your situation I presume the update failed and you'll still have Android 5.1, in which case try installing 1.0.7 or the firmware 2.0.0 Android 5.1 to Android 7 migration firmware. Both of these are different to other firmwares and can be installed when other firmwares cannot. Once you get a working system you can install whatever firmware you like.

Q10 Pro 1.0.7: http://www.mediafire.com/download/p89jcp9nqlff9t0/Q10_PRO_FIRMWARE._1.0.7-FUTEKO-EN._HMD-1.0.7_2016-08-10.190824.zip
Q10 Pro FW 2.0.0 Android 5.1 to Android 7 migration firmware: http://www.mediafire.com/file/r55t37rs732033s/Q10_PRO_ANDROID_5.1_TO_ANDROID_7_MIGRATION_FIRMWARE.zip

Q10 Pro's standard video player (not the Kodi player) does NOT show "forced subtitles" on blu ray .iso's from movies such as 2012. Is this a know issue that will be fixed at a later date?

It's on the bug list. The next Android 7 firmware will be a big update with new SDK so hopefully they'll have eliminated a lot of bugs.

Will the Q10 Pro's standard video player (not the Kodi player) receive better blu ray & dvd menu support via an update at some point?

HiMedia say they'll have their version of BD ISO support ~ April.

[vbro]

"Q10 Pro will NOT work with a 5tb Western Digital My Book Essential External Drive ( but works fine with the 3, 4, 6 & 8tb versions )"

The above IS a Q10 Pro "bug" as my 5tb Western Digital My Book Essential External Drives are seen and content on them plays on my other player, a Blue Times C650. The drives have full sharing enabled and are seen by all other computers on my network and there is no problems with opening folders on them.

 My Q10 Pro "sees" the 5tb Western Digital My Book Essential External Drives BUT "errors out" when it tries to access the drives content

My Q10 Pro works fine with the 3, 4, 6 & 8tb versions of Western Digital My Book Essential External Drives but NOT the 5tb version!

[pcristi]

I don't see Western Digital My Book Essential External 5TB.
Western Digital WD Elements Desktop  5TB?

My Q10 Pro works fine with the 3, 4, 6 & 8tb versions of Western Digital My Book Essential External Drives but NOT the 5tb version!

[futeko.com]

This is how to recover your Q5/Q10 Pro if it hangs on HIMEDIA logo after an attempt to upgrade from Android 5.1 to Android 7.

Following these instructions will invalidate your warranty, so if you bought your Q5/Q10 Pro from us we'd prefer you to send it back to us to be fixed. This guide is more for people who bought from other sellers with less honest warranty policies.

THIS PROCESS IS RISKY! DO NOT ATTEMPT IF YOU'RE NOT COMFORTABLE WITH THE INSTRUCTIONS!

YOU WILL NEED A SMALL PHILLIPS HEAD SCREWDRIVER, A LARGE FLAT HEAD SCREWDRIVER / TWEEZERS, AND PLIERS / SMALL ADJUSTABLE SPANNER

Prepare recovery USB pen drive

You'll need a USB pen drive formatted as FAT32.

For both Q5 Pro and Q10 Pro download these files and extract the archive to the pen drive: http://www.mediafire.com/file/zijqx1mjf04d1xx/Q5_%2B_10_Pro_Recovery_Boot_Files.zip

You should now have a pen drive containing bootargs.bin, fastboot.bin, recovery.img.

download the Android 5.1 to Android 7 migration firmware for your device and extract the update.zip to the pen drive.

Q5 Pro: http://www.mediafire.com/file/ylwc9cbk6bzly14/Q5_PRO_ANDROID_5.1_TO_ANDROID_7_MIGRATION_FIRMWARE.zip
Q10 Pro: http://www.mediafire.com/file/r55t37rs732033s/Q10_PRO_ANDROID_5.1_TO_ANDROID_7_MIGRATION_FIRMWARE.zip

You should now have a USB pen drive with bootargs.bin, fastboot.bin, recovery.img, update.zip files.

The next stage is the tricky bit, you need to boot the box whilst shorting 2 pins on the PCB. This is easier for Q5 Pro than Q10 Pro.

Q5 Pro

Remove the white feet from the base. Remove the four screws underneath. The base will fall away.

Insert the USB pen drive. Locate the two pins on the PCB indicated on this image:



https://www.mediafire.com/view/v6kgv529t2ad20m/q5propcbrecpins.jpg/file

Using a wide screwdriver or tweezers short the two pins indicated (bridge them) and hold them shorted whilst providing power to the Q5 Pro (or pressing the power button if it's in standby).

You should get a brief flash of the HIMEDIA logo and then the Android update droid screen and a progress bar.

The box will reboot into Android 7 2.0 migration firmware. Now install latest Android 7 firmware using Android 7 to Android 7 update file. See here: http://www.futeko.com/newforum/index.php?topic=711.0

Put the Q5 Pro back together, the reverse of taking it apart!

Q10 Pro

Q10 Pro is more difficult because it requires near complete disassembly to get access the the PCB pins.

First open the HDD lid as normal. Remove the 4 plastic plugs in the top. Unscrew the screws underneath, they are phillips head type. You can leave them loose in the plastic casing. Remove the two screws holding down the SATA connector. Now gently pull up the plastic HDD casing, being sure that the SATA connector does not catch.

Once you have the plastic HDD casing removed you can unplug the SATA connector from the PCB (two cables - power and SATA), unplug the fan (one pull connector), and the front LCD (two pull connectors).

The wifi connector will also need to be removed to enable complete removal of the PCB. Using pliers or an adjustable spanner remove the nut from the outside. It will now be possible to pull the wifi antenna connector into the Q10 Pro casing.

Remove the four screws fixing the Q10 Pro PCB to the base of the casing. These are at the four corners and are the only accessible screws.

You can now lift the PCB completely away from the casing. It requires a little gentle wriggling to manipulate it around the ports on side and back.

Once you have the PCB flip it around and lay it on the Q10 Pro casing like in this picture:



https://www.mediafire.com/view/9ddat7gamti2q0p/q10propcbrecpins.jpg/file

Reattach the two LCD cables and insert the previously prepared USB pen drive.

Using a wide screwdriver or tweezers short the two pins indicated (bridge them) and hold them shorted whilst providing power to the Q10 Pro (or pressing the power button if it's in standby).

You should get a brief flash of the HIMEDIA logo and then the Android update droid screen and a progress bar.

The box will reboot into Android 7 2.0 migration firmware. Now install latest Android 7 firmware using Android 7 to Android 7 update file. See here: http://www.futeko.com/newforum/index.php?topic=711.0

Put the Q10 Pro back together, the reverse of taking it apart!

[vbro]

"In your situation I presume the update failed and you'll still have Android 5.1, in which case try installing 1.0.7 or the firmware 2.0.0 Android 5.1 to Android 7 migration firmware. Both of these are different to other firmwares and can be installed when other firmwares cannot. Once you get a working system you can install whatever firmware you like.

Q10 Pro 1.0.7: http://www.mediafire.com/download/p89jcp9nqlff9t0/Q10_PRO_FIRMWARE._1.0.7-FUTEKO-EN._HMD-1.0.7_2016-08-10.190824.zip
Q10 Pro FW 2.0.0 Android 5.1 to Android 7 migration firmware: http://www.mediafire.com/file/r55t37rs732033s/Q10_PRO_ANDROID_5.1_TO_ANDROID_7_MIGRATION_FIRMWARE.zip"

Note: I followed the above instructions and I still can't upgrade to Android 7. You mentioned Himedia may be releasing blu ray menu support in April. Will this be a "Upgrade Onli..." update or one we download and install manually.

Do you know if Himedia plans to offer "Upgrade Onli..." as a way to install Android 7?

P. S. Check out this link for the 5tb My Book    https://www.google.com/shopping/product/11371927109195263199?lsf=seller:6136318,store:17491507269877612524&prds=oid:8244441565824789033&q=my+book+essential+5tb&hl=en&ei=GbzCWOq-DsakjwPxq5DoAQ&lsft=gclid:CNzn0diWzNICFYlrfgodK5IK1A