Firmware Upgrade Disaster

9 replies [Last post]

September 18, 2013 - 14:39

Fabian

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Joined: Sep 4 2000

We have two JVC HM700 cameras.

These use the SDHC cards. Whilst browsing around on the net
I came at an update on the JVC website which allows the cameras to use the new
faster class 10 cards .

I proceeded to download the update.
I read the instructions and started the process.

During the update the camera switched off.

It wouldnt come on. We tried everything but to no avail.

Several phone calls, alot of hair pulling, searching for solutions on the web,

we gave-in to sent the camera off to a JVC recommended repair shop (I'll not name them just yet).

The camera was examined by their technician. They then emailed a quote for the repair.

Over £2500 !!!

Apparently the update blew the main board in the camera.

What I want to know is why are JVC providing this upgrade that can do so much harm

and who is really responsible ?

I accept that they will say we did something wrong during the process, but I am a qualified

electronic technician and took extreme care to follow the instructions provided.

As you'd understand I'm pretty peeved with the outcome of this so far,

so has anyone else experienced such a problem ?

I'm very dissatisfied with JVC also which seem to be shrugging their shoulders !angry

Fabian Murphy, murphyvideoservices.com

September 18, 2013 - 16:05

branny

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Joined: Nov 6 2001

Re: Firmware Upgrade Disaster

Aaargh! That sounds horrendous Fabian. From your info JVC should take responsibility, seeing as they offered the online firmware update. I'd try a direct Reg letter to their UK director and see if the buck passers cave in and offer a solution.

Do not follow, I may not lead. Do not lead . . . I may not follow.

September 18, 2013 - 17:14

foxvideo

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Joined: Sep 9 1999

Re: Firmware Upgrade Disaster

I use a 700 but mine had been updated before I bought it, I know of several people who updated 700's without problems and I've never heard of this causing any issues, although JVC Professional were well known for blowing 100/101's with firmware updates causing split screen issues. JVC have their own pro service department - I would get them to look at it and comment.

Dave Farrants Fox Video Editing

September 18, 2013 - 17:23

Fabian

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Joined: Sep 4 2000

Re: Firmware Upgrade Disaster

Thanks guys.

Branny - I intend to do just as you've suggested, just dont know who to direct it to. We've have both cameras back with JVC a few years back with a different complaint (not totally resolved either) and the guy we were dealing with that time is not responding to emails>

I do appreciate that he may not work their anymore, but I'm sure someone should be receiving his emails.

Dave - We have done several updates before with these cameras. No problems. Our cameras are fitted with the SXS recorder.

During the upgrade we were instructed to switch the camera back on. The SXS recorder also comes on at this point. Instructions were to then switch off the SXS. When we did this thats when the whole camera went off !

It was JVC who gave us the details for the service crew that the camera is with now.

Being in Ireland it leaves it a bit harder to get the camera lifted in one place and delivered to another !!!

Fabian Murphy, murphyvideoservices.com

September 18, 2013 - 18:47

foxvideo

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Joined: Sep 9 1999

Re: Firmware Upgrade Disaster

I'm a little surprised you've only just done the Class 10 cards update, that firmware update was issued in September 2009 and if you use the SxS, personally I wouldn't have bothered to do it anyway.

Dave Farrants Fox Video Editing

September 18, 2013 - 18:57

foxvideo

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Joined: Sep 9 1999

Re: Firmware Upgrade Disaster

Just out of interest, did you get the FW upgrade direct from JVC - the page that asks for all the information on current FW before it lets you download (this one) it or did it come from somewhere else? If it came via the JVC download page then I'd say you have a strong case against JVC as they supplied it from the model / current FW info etc that you supplied.

Dave Farrants Fox Video Editing

September 18, 2013 - 19:36

Mark M

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Joined: Nov 17 1999

Re: Firmware Upgrade Disaster

Does the read-me that comes with the firmware tell you that you're doing the firmware upgrade at your own risk?

In which case I'd say that JVC have got their backs covered....

Adobe Certified Professional Premiere Pro CS6, Premiere Pro CC

September 18, 2013 - 19:42

Fabian

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Joined: Sep 4 2000

Re: Firmware Upgrade Disaster

We actually dont use the SXS !

Fabian Murphy, murphyvideoservices.com

September 19, 2013 - 07:18

foxvideo

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Joined: Sep 9 1999

Re: Firmware Upgrade Disaster

Forgive me for asking the obvious but why fit the SxS if it's not being used? It'll only shorten your camera battery life. I also don't quite understand when you say you've done several updates to the 700 previously - I don't recall that many updates, just the Class 10 / MP4 update 5 years ago. You also didn't say where the update came from - the official JVC firmware page asks for vital camera info before it lets you download and install the update - have you mentioned this to JVC? I've got to own up here - I installed a firmware update for the HD100 several years ago that was no longer available from JVC and was given to me by a friend - it killed my camera and cost me £350 to get it fixed by JVC's own service centre at Staples Corner!

One further thought - was the camera connected via a mains power supply (strongly recommended) and not the on-camera battery when you did the update?

Dave Farrants Fox Video Editing

September 19, 2013 - 09:16

FreeFlow

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Joined: Mar 1 2012

Re: Firmware Upgrade Disaster

I don't understand why camera manufacturers don't build in redundancy, so that when a firmware update is applied it has memory to back up the old version and then restore it if there is a problem.