An experience of DENON AVR X2500H update error loop and Indian customer service.

[mohankan]

I have the same issue. My receiver X1500 . A few months back all of a sudden all the modules related to network stopped working. I was not so sure it happened few days after some update through the heos app. Sound and video was working for 2 months. Then in December, everything stopped working.No audio and video. Nothing was working. Tried all the restore options but to no avail. Decided to take to profx, in mid December. They said it will take 2-3 weeks just to diagnose and also service charge of Rs.1000 in case it is not serviceable. Extactly on the last day of the 3rd week, got a call from them saying hdmi board and wifi module has gone bad and it cannot be serviced, since they can't get the required parts. I was hoping it to be fixed, but dejected after paying ₹1000. After getting back the receiver, it was shutting off on its own after 30 seconds, and gave the error message please check the network connection, and error 0101 and update error 2A02. After all this , stumbled up on this thread and got the firmware from sound United. But even that is not fruitful. Now, just after 3 years the receiver has to be trashed. I had another Denon from my brother that was bought 16 years back and is working flawless.

 

[mohankan]

Yea our both instructions are same mate ..

But my AVR got stuck at "Please Wait" after I turn the source to HEOS Music .. its not showing "Tune in Internet Radio" or "No Network Connection".

I waited for more than 1 hour still showing "Please Wait"

I think I have no choice left have to send to customer care

IS your receiver working now? mine also same exact problem. found any solution for the same?

 

[spirovious]

This shitty issues are why I am really turned off from AVR.

I am waiting for my pre-pro.

Update issue can be there with pre too. It depends on how company is supporting.

 

[Enkay78]

Update issue can be there with pre too. It depends on how company is supporting.

Agree.....but unfortunately I realised too late that denon's OTA is messy. Since I use network (intra and internet), it's a piss off to find your device stuck with error....due to the OTA messing up. They should have kept the Heos ecosystem separate.

Update was such a nice affair when denon listed the firmwares on their website and we could do under USB route. I didn't face any in the initial years.....the f*#k ups happened from last 2 years.

 

[Enkay78]

A very peculiar and interesting thing with my denon. I don't know whether it's due to any lack of oversight.....or any misdiagnosis.

So what happened is this:

2 months back, my denon again started having the issue as mentioned in the OP. I was flabbergasted. I tried the usual troubleshooting......still error.

Then I resorted to the USB update route again. Didn't work this time. I got very pissed off.....such software bugs and OTA updates messing up again and again. I said enough I am not going to do anything.....and keep the AVR as a paperweight.



I kept it just like that for almost 2 months.

My Sabaj D5 + Kali LP8 + Klipsch subwoofer is so good.....I thought let the denon be relegated to the dustbin. I couldn't find any rationale to send the device to get it repaired spending around 28k (which was quoted to me way back as mentioned in my OP)


Then last week I was doing some finishing touches with my dedicated HT......dark colours walls, heavy blackout curtains to cover windows and acoustic treatment...with a final placement of my motorised recliners.

I thought of just playing with my denon x2500h and see if I can use the AUX function. I turned on power.....and surprised by no display of error. I thought "What the......no update error? No please wait". I was not really convince that it might work again. I turn off and power on again…….and yes, the device didn’t show any update error. But the initial display did showed “HDMI=NONE”

This left me thinking……and a remote possibility that the device ‘might’ work …..rekindle some hope in me. So just for namesake I tried the rest steps - press the Tuner + and Tuner - keys when powering on. I was not expecting much…..but the device showed no error again. It showed ‘Initialised’ and the a normal display. (But still no display output on my TV)

I didn’t know what to do next. I expected the usb update to work. I expected the display output to work after resetting. But nothing …..powered up gain the initial display showed ‘ HDMI = NONE’. No buttons on the remote was working….cannot go into setup/settings.

I fiddle with the input selector (the right knob) ….and somehow dialed into the ‘TV AUDIO’ selection.



Then



Set up started. I stared at the device for 2 minutes

I had disconnected my TV……now with some excitement I connected again and VIOLA the display output worked…..the setup assistant came up. I connected my speakers LR and competed the setup. The remote buttons worked and setup can be now entered.

I checked all my settings. Disabled auto update. Luckily I saw the newer firmware (not the original factory one, which I also had on usb) with latest DTS version.



Okay now my moot point:
Dear FMs, if your denon issues especially with update error comes up….power off and shelve the device for few days or weeks. And then retry resetting. And see if you can get the setup assistant work again.

I don’t know how these bugs and errors are resolving themselves…..but one guess is that there could be a profile setting on ? EPROM …..possibly after some days with power off, it resets or something. I definitely remember getting update errors…errors numbers of 2A02…or 2B02 codes. I also remembered the sickening feeling after the failed troubleshooting.

But all ends well that ends well I supposed.

Currently I use the multiple HDMI inputs on my TV/PROJECTOR and use HDMI/ARC with the AVR.

Sharing this intriguing experience.

 

[mbhangui]

I found this for restoring to factory. But maybe this was already tried. https://support.westan.com.au/porta...-firmware-update-how-can-i-fix-the-connection

 

[Enkay78]

I found this for restoring to factory. But maybe this was already tried. https://support.westan.com.au/porta...-firmware-update-how-can-i-fix-the-connection

I had mentioned this in my OP. (dec 2020) In fact this was what I thought was the error and felt mighty confident that it will solve my problem that time. But alas…


This second time was very surprising and at the same time intriguing, I actually had no hope of my device working again with the update codes displayed. I had three update error codes displayed. I was really surprised when these error codes/messages were not displayed.

 

[aeroash]

But all ends well that ends well I supposed.

My brain did a Googly Eye.

That's quite the story, though. The world is full of surprises!

Cheers!

 

[jsmithe]

Sharing this intriguing experience.

Good to hear your AVR is back in action. I had a similar experience recently with another piece of audio equipment that partially came out of the coma it was in after a long period of disuse. Unfortunately, it has not yet come back fully to life.

 

[VRavichandar]

A very peculiar and interesting thing with my denon. I don't know whether it's due to any lack of oversight.....or any misdiagnosis.

So what happened is this:

2 months back, my denon again started having the issue as mentioned in the OP. I was flabbergasted. I tried the usual troubleshooting......still error.

Then I resorted to the USB update route again. Didn't work this time. I got very pissed off.....such software bugs and OTA updates messing up again and again. I said enough I am not going to do anything.....and keep the AVR as a paperweight.



I kept it just like that for almost 2 months.

My Sabaj D5 + Kali LP8 + Klipsch subwoofer is so good.....I thought let the denon be relegated to the dustbin. I couldn't find any rationale to send the device to get it repaired spending around 28k (which was quoted to me way back as mentioned in my OP)


Then last week I was doing some finishing touches with my dedicated HT......dark colours walls, heavy blackout curtains to cover windows and acoustic treatment...with a final placement of my motorised recliners.

I thought of just playing with my denon x2500h and see if I can use the AUX function. I turned on power.....and surprised by no display of error. I thought "What the......no update error? No please wait". I was not really convince that it might work again. I turn off and power on again…….and yes, the device didn’t show any update error. But the initial display did showed “HDMI=NONE”

This left me thinking……and a remote possibility that the device ‘might’ work …..rekindle some hope in me. So just for namesake I tried the rest steps - press the Tuner + and Tuner - keys when powering on. I was not expecting much…..but the device showed no error again. It showed ‘Initialised’ and the a normal display. (But still no display output on my TV)

I didn’t know what to do next. I expected the usb update to work. I expected the display output to work after resetting. But nothing …..powered up gain the initial display showed ‘ HDMI = NONE’. No buttons on the remote was working….cannot go into setup/settings.

I fiddle with the input selector (the right knob) ….and somehow dialed into the ‘TV AUDIO’ selection.



Then



Set up started. I stared at the device for 2 minutes

I had disconnected my TV……now with some excitement I connected again and VIOLA the display output worked…..the setup assistant came up. I connected my speakers LR and competed the setup. The remote buttons worked and setup can be now entered.

I checked all my settings. Disabled auto update. Luckily I saw the newer firmware (not the original factory one, which I also had on usb) with latest DTS version.



Okay now my moot point:
Dear FMs, if your denon issues especially with update error comes up….power off and shelve the device for few days or weeks. And then retry resetting. And see if you can get the setup assistant work again.

I don’t know how these bugs and errors are resolving themselves…..but one guess is that there could be a profile setting on ? EPROM …..possibly after some days with power off, it resets or something. I definitely remember getting update errors…errors numbers of 2A02…or 2B02 codes. I also remembered the sickening feeling after the failed troubleshooting.

But all ends well that ends well I supposed.

Currently I use the multiple HDMI inputs on my TV/PROJECTOR and use HDMI/ARC with the AVR.

Sharing this intriguing experience.

Glad to hear it worked out - My x1200 has been left alone for a year now. Let me try if it works - may be over the weekend.

 

[pepeel]

attaching the pdf instruction file. But remember this was for my x2500H.

Hope it helps you.

Hi
Did you have also firmware for europ to update from USB this AVR-X2500h ? Please share it....

 

[Enkay78]

Hi
Did you have also firmware for europ to update from USB this AVR-X2500h ? Please share it....

Hi @pepeel

As far as I know the firmware is sent encrypted for the specific serial number. It would be best of you contact Sound United/denon customer care.

 

[pepeel]

Because you share manual but no file to upload. You think that if i conntact with Sound United/denon customer care he can send me a file ?

 

[Enkay78]

Because you share manual but no file to upload. You think that if i conntact with Sound United/denon customer care he can send me a file ?

The firmware that I have is specific to the serial number.

If I send it to you, it may brick your device.

You need to read the whole thread to help you. An FM got his version of firmware from sound United

 

[mbhangui]

Is it because of some kind license (dolby, audyssey, etc) that the firmware has the serial number burnt inside the firmware?

 

[Enkay78]

Is it because of some kind license (dolby, audyssey, etc) that the firmware has the serial number burnt inside the firmware?

I don't know.

It was infact an information given to me by the denon engineer who was most probably a Japanese engineer who responded to my complaint. The download link was from Japanese sever.

 

[abhinavsri01]

I don't know.

It was infact an information given to me by the denon engineer who was most probably a Japanese engineer who responded to my complaint. The download link was from Japanese sever.

Hi

I'm experiencing similar problems with my Denon X3800h. The firmware update worked one time but couple of months later, the network functions stopped again. This time the update & reset did not work.
I wanted to check with you that when you were not able to use USB update, at that time were you able to see "No network" on HEOS music input? Or was it on "Please wait.."?
Also, is your AVR working fine now?

 

[arjun236]

Dear FMs,

I am making a dedicated post about an issue which I faced recently about my AVR X2500H. I had posted about this same issue in the dedicated denon owners thread. (Some fellow members responded in kind)

The issue:
I don't know somehow I received an OTA on 11 December which did not complete on my device...either due to network failure/server failure (I am not sure). But I was confident it was not due to any power failure or me unplugging the device. ( My system is supplied by my UPS system which is 24x7 with big battery back up. It's a 4kw system of backup with battery bank).

My device then went into an UPDATE ERROR LOOP. Initially I was not worried as I thought the update process will restart and complete. So disconnected power, reconnected the wired broadband (bharat fibre 100mbps). And restarted

I was surprised that the issue remains. On my device display it was shown update error. (The images are attached). I did the power down power up for 3 times after which I was convinced something serious was happening. And I became a little worried.

(In 2018 I had used the USB update route. I had downloaded the firmware from firmware.denon.eu using my device serial number. So imagine my surprise anxiety when I came to find our that Sound United had stopped this service and now everything is OTA. I hunted all my HDDs, pendrives, NAS, old labtops... frantically...but alas that file was not found. I had an inkling of doubt that this usb update route could be my last resort....which later on prove to be true, as you will know from my latter part of the story)

The arduous journey of solutions and Indian customer support:

Well then started the various google searches, the re-reading of manuals. And also came across the denon website about a problem with July update error for which one has to do a factory firmware restore. Long story short: nothing worked. All I got from display was upadate error, connect to network, plug out and plug in power again.

Next I emailed denon customer support. I had registered my device, as I said in 2018.....so I logged in my account and raised an issue. I got an automated reply stating all the steps which I had done. So I continued updating them that my issue is not resolved.

In the meantime, I posted in this forum's denon owners thread...hoping if any one could throw light on how to download an USB update firmware. I got some helpful comments.

I, then , started emailing the www.preetiglobal.com and www.profx.com guys. From this forum and from the denon main webpage I came to find out that these guys are responsible for denon in India. Also my original package of the device has a label showing that Preeti Traders were the importer.(mine was a Vietnam made).

Preeti global responded fast and told me to connect the service dept. I was given a phone number. I called up and contacted one Mr Kunal. Through their engineer they diagnosed my problem as "your mainboard is gone. That module needs to be replaced". (They derived these from the images I shared.......inspite of me insisting that it could be just a software problem of incomplete firmware write.) I somehow tried to gently argue that if they could provide me a firmware file I can try the USB update route and if that fails then I will follow their advice of replacing the modules. They flatly denied stating denon has stopped that service and everything is now OTA. I was kept wondering what kind of customer service we Indians are getting. The funny part was Mr Kunal happens to be related with a parashelectronics, Lamington road.(I was left with little confusion why this was so)

I reached out to Profx, Mumbai. And a thread in this forum spoke highly of a Mr Negi of Delhi ProFx. So mailed both the main ProFx and also to Mr Negi in Delhi ProFx ( I thought if at all there comes an issue of courier delhi will be better for me).

The Mumbai ProFx connected me to their Bangalore counterpart and through watsapp I was connected to the Bangalore service dept. The engineer also had a similar diagnosis like the preetiglobal guys. However he said it would be better if I courier the device to them so that they can diagnose the issue. I gently ask for the USB FIRMWARE again...but alas the same response.

Mr Negi of Delhi ProFx responded to me promptly saying that the mainboard and network modules need to be replaced. The cost will come around Rs28000 (twenty eight thousand).

Shortly I also received another email from Mr Kunal stating almost similar things - that I need to replace my mainboard and network modules. Cost again Rs28000.


Seeing both the emails I was little wonderstruck. I mean HOW CAN I CONVINCE MYSELF WITH A RATIONALE THAT MY SOFTWARE ISSUE HAS A HARDWARE SOLUTION WHICH COST 30% OF THE ORIGINAL COST OF THE DEVICE? You can imagine the many varieties of expletives running in my brain at this time. All because of an OTA which maybe denons server fucked up...which almost bricked my device .....and our local guys are giving me no intelligent option other than a commercially profitable option to them.(and they call this customer support. The irony is even lost to me...)


Fortunately for me, I happened to get an email response yet again from Sound United. An engineer gave me a lucid provisional diagnosis ( I had mentioned the "error code of 2A02 & 2B02"). He correctly diagnosed that there is an incomplete or error in the write of the firmware. He suggested that he can send me a download link for the USB FIRMWARE which I can choose as the last resort (the USB update route) failing which I have to contact the Indian service guys. (I want to remind you guys that in my email to Sound United, I had not indicated any contact with the local service centres). He just needed me to send a rear panel photo showing the device serial number.


Now as I mentioned earlier, I was familiar with the USB update route. So I was very happy with this news. So yes, I responded fast with a rear panel photo.

And today I got the firmware download link and instructions. The rest is history.


PS. My denon x2500h is now updated to the latest firmware.


Take home mesage to FM who are owners of denon AVR - rely more on the firangi guys and engineers. Read a lot. Read the manual. Do google searches. I was saved from spending Rs 28k due to the sloppy way of customer support in India.

Think carefully whether you want the update feature. Nowadays Denon have included the update methods from Heos app, Denon AVR remote app.

Disclaimer: I am not belittling the service of the Indian counterparts of Denon. But rather reflecting a little want of improvement from their current offhand stand. I still can feel the way the so called Indian engineer talked.

I am facing the same issue on my Denon X2500H model, I am also stuck in an update error loop and getting "error code of 2A02 & 2B02". I have also contacted to Denon support center by email and he sent me the steps that I followed but didn't work. Again I contacted them, he sent one contact number now which was of ProFX. I sent my receiver to the service center of ProFX which is in Ahmedabad. They inspected my receiver for about one and half months and finally, I received that my network module and motherboard were gone. Anyone, please help me out with this? My receiver was also working properly. Suddenly it went into an update error. Please guys help me because I can't rely on the support of the service center in India.

 

[mathan]

I am facing the same issue on my Denon X2500H model, I am also stuck in an update error loop and getting "error code of 2A02 & 2B02". I have also contacted to Denon support center by email and he sent me the steps that I followed but didn't work. Again I contacted them, he sent one contact number now which was of ProFX. I sent my receiver to the service center of ProFX which is in Ahmedabad. They inspected my receiver for about one and half months and finally, I received that my network module and motherboard were gone. Anyone, please help me out with this? My receiver was also working properly. Suddenly it went into an update error. Please guys help me because I can't rely on the support of the service center in India.

Check with Mr.Vijayan - 98412 82784. If it is hardware issue he will be able to solve it but if it is software issue I am not sure. He is based in Chennai. He may be able to suggest you some options. Some of our FM's have serviced the receivers from him.

 

[hardcore_gamer99]

I am facing the same issue on my Denon X2500H model, I am also stuck in an update error loop and getting "error code of 2A02 & 2B02". I have also contacted to Denon support center by email and he sent me the steps that I followed but didn't work. Again I contacted them, he sent one contact number now which was of ProFX. I sent my receiver to the service center of ProFX which is in Ahmedabad. They inspected my receiver for about one and half months and finally, I received that my network module and motherboard were gone. Anyone, please help me out with this? My receiver was also working properly. Suddenly it went into an update error. Please guys help me because I can't rely on the support of the service center in India.

i updated my x4800h on sunday. i will never update it now lol