Max 2 Pro became unusable after recent firmware upgrade
I own a max 2 pro, which is a perfect device people like me (I am a university instructor/researcher). I do read/review lots of academic papers/books or student work.
The device became unusable (frequent crashes, extremely shortened battery life). Before I go into detail below, I would be interested to know if this is specific to my device, or are there other max 2 (pro) users affected from this problem.
Now the details...
Before the firmware upgrade on Jan 2022, the device worked perfectly. I almost never experienced a crash, and with my typical usage, I needed to charge the device about every 10 days. But, I made the mistake of upgrading to the beta version released on January...
The upgrade caused a series of issues. From the start, the device crashes after about 10-20 minutes of work. It requires a reset (long press to the power button) to get back, and sometime it does not even get back to normal unless connected to a power (even though battery holds over 50% charge). It is more stable when connected to power, but occasional crashes happen while connected to power too.
I have been posting crash reports from the device, and I got responses generally reasonably quickly. After a few reset to factory defaults, and upgrades to interim versions, there has been no solutions so far. With the release of the official version, the responses slowed down, and I finally was referred to "after sales department" since my battery may be damaged.
It would be a really *big* coincidence that battery decided to die on the day of the firmware upgrade. Although I can believe that the battery may be worn out during the last two months, since it had two year's worth of charge cycles during this time. However, the simple test, which I repeatedly requested in my communication, but overlooked by the support is to downgrade to the previous version. Although I appreciate the interest in improving the device/software, it is currently unusable, and approximately 2 months of no solution is a serious amount of productivity loss on my side.
So, I appreciate if you allow me to downgrade to the previous version. I am happy to start from scratch, and lose all the content changed after the upgrade.
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Dear customer,
We sincerely apologize for the inconvenience caused.
We are afraid that we are unable to provide a firmware downgrade instruction. In this case, you are suggested to submit bugs/software questions on Feedback via Settings/ Feedback on your device. Please make sure that you tick the option "send logs" while sending the Feedback so that we can analyze and diagnose the exact problem better. Our technical team will reply to you in 2 working days after you submit the Feedback.As soon as you submit the feedback, please kindly let us know the mac address and we will check the response from our technical team. The mac address can be located on the top of the Settings page.
Many thanks for your understanding.
BOOX Shop Support Team
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Thank you for the quick response. I have already send another report to the support team, after they send instructions for sending the logs earlier today. The MAC address of the device is 8c:f7:10:46:d5:f8.
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I have the same problems with my Max 2 Pro. And all problems started after firmware upgrade in 2022
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Dear customer, we apologize for the inconvenience.
In this case, we appreciated it if you could let us know the Version info of your device. This info would be helpful for us to address the issue and it can be found via "Settings" > "Version".
In the meantime, we also appreciated it if you could submit feedback on your device and our tech team will check if this problem is related to the hardware or software.
Please make sure that you tick the option "send logs" while sending the Feedback so that we can analyze and diagnose the exact problem better. Our technical team will reply to you in 2 working days after you submit the Feedback.
Many thanks for your time and understanding.
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