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MTP2200 PRO firmware corrupt, options?

Created by: woutk at: 10/13/2023 1:09 PM (4 Replies)

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10/13/2023 1:09 PM	Rate (0)
woutk Member Joined: 8/15/2022 Last visit: 12/6/2024 Posts: 6 Rating: (0)	Hello, For a customer we're currently testing a new MTP2200 Unified Comfort PRO (6AV2 128-3XB27-0BX0). When the HMI was unpacked it was running V17.00.00.??. The project was created in "V18.0 Upd. 1" because we need STRUCT support, so we had to update the firmware. The latest firmware available happens to be "V18 Upd. 2.1". The firmware was loaded without a problem, after which I could download the project. I noticed there was a "Fit" option to downgrade firmware, which wasn't checked just for testing. There are a few things wrong with the project itself. Most screens which work fine in simulation are full white on the panel. TraceViewer (connected to the panel) was listing a lot of warnings like "Component configuration CfCore not found in config". I figured it must be a version incompatibility, so during a second download the Fit option was checked to downgrade firmware. After half an hour TIA Portal reported a simple Firmware upgrade failed error. The panel itself was frozen on the home screen where all graphics are pixelated. Rebooting the panel returns it to the same state. As far as I know, the download process wasn't interrupted. Is there any way to factory restore the panel/firmware? I'm unable to activate maintenance mode and the IP address is unreachable. We might need to return the panel for repair, which is a shame since it's brand new. I do have a problem if it's bricked, which was too easy if that's the case. - woutk Attachment IMG_20231013_141034_smaller.jpg (256 Downloads)
	Last edited by: woutk at: 10/16/2023 06:27:21
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10/13/2023 1:53 PM	Rate (0)
Stefan Arcularius Platinum Expert Joined: 1/21/2013 Last visit: 1/17/2025 Posts: 3436 Rating: (542)	Hi woutk, Propably there are several problems you are facing with. To reset the panel, follow the instructions in "Resetting an HMI device to factory settings via ProSave". During the download process, TIA Portal looks for the following firmware versions: Device version in your project. In your case, this is probably V18.0.0.1. Device version installed on your device. Available version on your PC in the default folder (for a default setup this will be "C:\Program Files\Siemens\Automation\Portal V18\Data\Hmi\Transfer\18.0"). If the version on your device is newer than the version on your computer, the "Fit" option is suggested. However, there is no need to do this and I would not recommend to downgrade the version. For the white screens, a deeper analysis would be helpful. Sometimes it helps to do a complete rebuild and download everything to the device. If not, please create a support request. Kind regards Stefan

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10/16/2023 6:35 AM	Rate (0)
woutk Member Joined: 8/15/2022 Last visit: 12/6/2024 Posts: 6 Rating: (0)	Hello Stefan, Thank you for your quick reply. Unfortunately the maintenance button does not seem to change anything. Still the same corrupted image appears. The OS seems to be damaged to a point that it cannot enter maintenance mode. All that after a single selected checkbox. - woutk

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10/16/2023 6:58 AM	Rate (0)
Stefan Arcularius Platinum Expert Joined: 1/21/2013 Last visit: 1/17/2025 Posts: 3436 Rating: (542)	Hi woutk, Are you sure you pressed the reset button correctly? You must press the button with the power off and not release it until the boot screen appears. Even if there are some errors on the monitor, the maintenance mode should look different than the screen you posted. If everything is done correctly, you should contact the service center or your local sales representative. Kind regards Stefan

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This contribution was helpful to 1 thankful Users woutk

10/17/2023 7:26 AM	Rate (0)
woutk Member Joined: 8/15/2022 Last visit: 12/6/2024 Posts: 6 Rating: (0)	Hey Stefan, Great news! I was able to resolve the issue with help from customer support. The IP-address of the panel wasn't reachable, but the device could still be seen via TIA Portal's Accessible devices. From there, go online and reset the device. Then go online again and set the IP-address. Now ProSave is able to connect to the panel again via IP-address. The panel could not boot into maintenance mode via the UI or the button, so the "Reset to factory settings" checkbox cannot be used. Instead I left it unchecked and updated the OS. IF the transfer process finishes, it will fail with "The firmware could not be updated!" (tried it multiple times). At this moment the panel is still showing the corrupted image. Pressing the button, then powering the panel did not work in previous tries. Then, for a change, I restarted the panel, waited 3 seconds, then pressed and held the maintenance button. (I think?) this somehow triggered the panel in loading the firmware. The panel is fully functional again. I'll leave the "Fit" option unchecked in the future. Thanks! -woutk Attachment recovery3.PNG (247 Downloads)
	Last edited by: woutk at: 10/17/2023 07:29:43 Last edited by: woutk at: 10/17/2023 07:32:03
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