iRig Keys I/O 25 Firmware update failed!

[Clairon]

Hi, I just bought my iRig keys I/O 25 and I'm having a problem with the Firmware Updater. I used version 1.0.11 for macOS. At the end of the update process, this message appears:

iRig Keys IO 25 DFU (USB Device) was found.

Firmware update started. The operation could take several minutes ...
ERROR: Firmware update failed!
Please close and restart the application or contact IK MULTIMEDIA technical support
Firmware update finished with ERRORS!
Now you can disconnect iRig Keys IO 25.

I thought the problem was caused by my USB cable so I bought a new one, but the error was the same. My operating system is macOS Big Sur version 11.5.1.

What happens and how can I solve it?

Thank you!

[Peter_IK]

Hi, sorry to hear you are having issues. Since the FAQ at https://www.ikmultimedia.com/faq/index.php?id=1412 states that the iRig Keys I/O firmware updater is indeed Big Sur compatible, I would recommend opening a ticket with IK Support via http://www.ikmultimedia.com/contact-support/hw if you have not done so already. I'm sure they can figure out what is happening for you.

Thank you.

[mgrobe70]

*Me too.
I have the same issue, tried the same new USB-C cable, and am also still awaiting a response from support on this.

[Clairon]

Hello, everyone!

Technical support replied me with this single message:

Open the Firmware folder > DFU Log and attach any log files please.

I'm not sure how to use it, it's my first Apple computer and I'm not very familiar with the procedures.

Any help?

[Peter_IK]

I'm not sure but if you reply to the tech and ask for more specifics I'm sure they will be able to provide more detail.

[ken.rimple]

This happened to me. I just bought mine from Sweetwater and when updating the firmware it failed on 5%, and now it is shown as "iRig Keys 49 DFU (USB Device)" when it is found. I also installed the plugin for Logic and it isn't recognized.

Macbook Air 2020 M1 16GB RAM - also tried with Intel Macbook Pro. Both on Big Sur (the M1 with the attached log is v11.5.2. the Intel Mac is on 11.4).

Note: says the firmware is corrupt or something. I put in a support ticket, but maybe this will get notice here. Any way to rest DFU mode and re-initialize the firmware to the default to try again??

Note: the keyboard is still acting class-compliant and the audio input/output works, as well as the keys and control surfaces, but the firmware update is broken.

Code: Select all

[2021-08-20 12:11:18.230] [console] [info]
iRig Keys I/O Firmware Updater - 1.2 (20C27) 64-bit


[2021-08-20 12:11:18.230] [console] [info] OS = Mac OSX 10.16

[2021-08-20 12:11:30.407] [console] [info] Looking for IK Multimedia iRig interface...


[2021-08-20 12:11:31.420] [console] [info] Opening USB Device VID:0x1963, PID:0x002D, Index:0...

[2021-08-20 12:11:31.428] [console] [info] Device Information:

[2021-08-20 12:11:31.428] [console] [info]  Manufacturer string: IK Multimedia

[2021-08-20 12:11:31.428] [console] [info]  Device string: iRig Keys IO 49

[2021-08-20 12:11:31.428] [console] [info]  Serial Number string:

[2021-08-20 12:11:31.428] [console] [info]  Vendor ID: 0x1963

[2021-08-20 12:11:31.428] [console] [info]  Product ID: 0x002D

[2021-08-20 12:11:31.428] [console] [info]  Release number: 0x0110

[2021-08-20 12:11:31.428] [console] [info]  Device Class: 0x00

[2021-08-20 12:11:31.428] [console] [info]  Device SubClass: 0x00

[2021-08-20 12:11:31.428] [console] [info]  Device Protocol: 0x00

[2021-08-20 12:11:31.428] [console] [info]  Number of possible configurations: 1

[2021-08-20 12:11:31.428] [console] [info]  Location ID: 0x00140000

[2021-08-20 12:11:31.428] [console] [info]  Configuration: 0x01

[2021-08-20 12:11:31.428] [console] [info] Searching for USB class 0x03 interfaces...

[2021-08-20 12:11:31.428] [console] [info] Opening USB class 0x03 interface index 0...

[2021-08-20 12:11:31.428] [console] [info] Interface Information:

[2021-08-20 12:11:31.428] [console] [info]  Interface Number: 0x03

[2021-08-20 12:11:31.428] [console] [info]  Interface Class: 0x03

[2021-08-20 12:11:31.428] [console] [info]  Interface SubClass: 0x00

[2021-08-20 12:11:31.428] [console] [info]  Interface Protocol: 0x00

[2021-08-20 12:11:31.428] [console] [info]  Number of Endpoints: 0x00

[2021-08-20 12:11:31.428] [console] [info] Closing USB Interface

[2021-08-20 12:11:31.429] [console] [info] Opening USB Device VID:0x1963, PID:0x002D, Index:0...

[2021-08-20 12:11:31.431] [console] [info] Device Information:

[2021-08-20 12:11:31.431] [console] [info]  Manufacturer string: IK Multimedia

[2021-08-20 12:11:31.431] [console] [info]  Device string: iRig Keys IO 49

[2021-08-20 12:11:31.431] [console] [info]  Serial Number string:

[2021-08-20 12:11:31.431] [console] [info]  Vendor ID: 0x1963

[2021-08-20 12:11:31.431] [console] [info]  Product ID: 0x002D

[2021-08-20 12:11:31.431] [console] [info]  Release number: 0x0110

[2021-08-20 12:11:31.431] [console] [info]  Device Class: 0x00

[2021-08-20 12:11:31.431] [console] [info]  Device SubClass: 0x00

[2021-08-20 12:11:31.431] [console] [info]  Device Protocol: 0x00

[2021-08-20 12:11:31.431] [console] [info]  Number of possible configurations: 1

[2021-08-20 12:11:31.431] [console] [info]  Location ID: 0x00140000

[2021-08-20 12:11:31.431] [console] [info]  Configuration: 0x01

[2021-08-20 12:11:31.431] [console] [info] Searching for USB class 0x03 interfaces...

[2021-08-20 12:11:31.431] [console] [info] Opening USB class 0x03 interface index 0...

[2021-08-20 12:11:31.431] [console] [info] Interface Information:

[2021-08-20 12:11:31.431] [console] [info]  Interface Number: 0x03

[2021-08-20 12:11:31.431] [console] [info]  Interface Class: 0x03

[2021-08-20 12:11:31.431] [console] [info]  Interface SubClass: 0x00

[2021-08-20 12:11:31.431] [console] [info]  Interface Protocol: 0x00

[2021-08-20 12:11:31.431] [console] [info]  Number of Endpoints: 0x00

[2021-08-20 12:11:31.436] [console] [info] HID Descriptor data:

[2021-08-20 12:11:31.436] [console] [info]  descLen              : 0x09

[2021-08-20 12:11:31.436] [console] [info]  descType             : 0x21

[2021-08-20 12:11:31.436] [console] [info]  descVersNum          : 0x0111

[2021-08-20 12:11:31.436] [console] [info]  hidCountryCode       : 0x00

[2021-08-20 12:11:31.436] [console] [info]  hidNumDescriptors    : 0x01

[2021-08-20 12:11:31.436] [console] [info]  hidDescriptorType    : 0x22

[2021-08-20 12:11:31.436] [console] [info]  hidDescriptorLengthLo: 0x19

[2021-08-20 12:11:31.436] [console] [info]  hidDescriptorLengthHi: 0x00

[2021-08-20 12:11:31.439] [console] [info] Parsing HID Report Descriptor length: 25

[2021-08-20 12:11:31.439] [console] [info] Checking HID Report Descriptor...

[2021-08-20 12:11:31.439] [console] [info] Found HID device VID:0x1963, PID:0x002D

[2021-08-20 12:11:31.439] [console] [info] Closing USB Interface

[2021-08-20 12:11:32.634] [console] [info] Opening USB Device VID:0x1963, PID:0x002D, Index:0...

[2021-08-20 12:11:32.637] [console] [info] Device Information:

[2021-08-20 12:11:32.637] [console] [info]  Manufacturer string: IK Multimedia

[2021-08-20 12:11:32.637] [console] [info]  Device string: iRig Keys IO 49

[2021-08-20 12:11:32.637] [console] [info]  Serial Number string:

[2021-08-20 12:11:32.637] [console] [info]  Vendor ID: 0x1963

[2021-08-20 12:11:32.637] [console] [info]  Product ID: 0x002D

[2021-08-20 12:11:32.637] [console] [info]  Release number: 0x0110

[2021-08-20 12:11:32.637] [console] [info]  Device Class: 0x00

[2021-08-20 12:11:32.637] [console] [info]  Device SubClass: 0x00

[2021-08-20 12:11:32.637] [console] [info]  Device Protocol: 0x00

[2021-08-20 12:11:32.637] [console] [info]  Number of possible configurations: 1

[2021-08-20 12:11:32.637] [console] [info]  Location ID: 0x00140000

[2021-08-20 12:11:32.637] [console] [info]  Configuration: 0x01

[2021-08-20 12:11:32.637] [console] [info] Searching for USB class 0x03 interfaces...

[2021-08-20 12:11:32.637] [console] [info] Opening USB class 0x03 interface index 0...

[2021-08-20 12:11:32.638] [console] [info] Interface Information:

[2021-08-20 12:11:32.638] [console] [info]  Interface Number: 0x03

[2021-08-20 12:11:32.638] [console] [info]  Interface Class: 0x03

[2021-08-20 12:11:32.638] [console] [info]  Interface SubClass: 0x00

[2021-08-20 12:11:32.638] [console] [info]  Interface Protocol: 0x00

[2021-08-20 12:11:32.638] [console] [info]  Number of Endpoints: 0x00

[2021-08-20 12:11:32.638] [console] [info] Closing USB Interface

[2021-08-20 12:11:32.638] [console] [info] Opening USB Device VID:0x1963, PID:0x002D, Index:0...

[2021-08-20 12:11:32.641] [console] [info] Device Information:

[2021-08-20 12:11:32.641] [console] [info]  Manufacturer string: IK Multimedia

[2021-08-20 12:11:32.641] [console] [info]  Device string: iRig Keys IO 49

[2021-08-20 12:11:32.641] [console] [info]  Serial Number string:

[2021-08-20 12:11:32.641] [console] [info]  Vendor ID: 0x1963

[2021-08-20 12:11:32.641] [console] [info]  Product ID: 0x002D

[2021-08-20 12:11:32.641] [console] [info]  Release number: 0x0110

[2021-08-20 12:11:32.641] [console] [info]  Device Class: 0x00

[2021-08-20 12:11:32.641] [console] [info]  Device SubClass: 0x00

[2021-08-20 12:11:32.641] [console] [info]  Device Protocol: 0x00

[2021-08-20 12:11:32.641] [console] [info]  Number of possible configurations: 1

[2021-08-20 12:11:32.641] [console] [info]  Location ID: 0x00140000

[2021-08-20 12:11:32.641] [console] [info]  Configuration: 0x01

[2021-08-20 12:11:32.641] [console] [info] Searching for USB class 0x03 interfaces...

[2021-08-20 12:11:32.641] [console] [info] Opening USB class 0x03 interface index 0...

[2021-08-20 12:11:32.641] [console] [info] Interface Information:

[2021-08-20 12:11:32.641] [console] [info]  Interface Number: 0x03

[2021-08-20 12:11:32.641] [console] [info]  Interface Class: 0x03

[2021-08-20 12:11:32.641] [console] [info]  Interface SubClass: 0x00

[2021-08-20 12:11:32.641] [console] [info]  Interface Protocol: 0x00

[2021-08-20 12:11:32.641] [console] [info]  Number of Endpoints: 0x00

[2021-08-20 12:11:32.645] [console] [info] HID Descriptor data:

[2021-08-20 12:11:32.645] [console] [info]  descLen              : 0x09

[2021-08-20 12:11:32.645] [console] [info]  descType             : 0x21

[2021-08-20 12:11:32.646] [console] [info]  descVersNum          : 0x0111

[2021-08-20 12:11:32.646] [console] [info]  hidCountryCode       : 0x00

[2021-08-20 12:11:32.646] [console] [info]  hidNumDescriptors    : 0x01

[2021-08-20 12:11:32.646] [console] [info]  hidDescriptorType    : 0x22

[2021-08-20 12:11:32.646] [console] [info]  hidDescriptorLengthLo: 0x19

[2021-08-20 12:11:32.646] [console] [info]  hidDescriptorLengthHi: 0x00

[2021-08-20 12:11:32.648] [console] [info] Parsing HID Report Descriptor length: 25

[2021-08-20 12:11:32.649] [console] [info] Checking HID Report Descriptor...

[2021-08-20 12:11:32.649] [console] [info] Found HID device VID:0x1963, PID:0x002D

[2021-08-20 12:11:32.651] [console] [info] HID command sent.

[2021-08-20 12:11:32.651] [console] [info] Closing USB Interface

[2021-08-20 12:11:37.666] [console] [info] Found HID device VID:0x1963, PID:0x002F

[2021-08-20 12:11:37.667] [console] [info] iRig Keys IO 49 Bootloader (USB Bootloader) was found.

[2021-08-20 12:11:37.667] [console] [info] Device is in DFU mode.

[2021-08-20 12:11:37.761] [console] [info]

[2021-08-20 12:11:37.761] [console] [info] Firmware update failed with error code: 0xa

[2021-08-20 12:11:37.761] [console] [info]  The flash row is not valid.

[2021-08-20 12:11:37.761] [console] [info] Ended in 16.543 seconds.

[2021-08-20 12:11:37.761] [console] [info] ERROR - Couldn't load USB-UART bridge drivers!

[2021-08-20 12:11:37.761] [console] [info] HID communication terminated.

[2021-08-20 12:11:37.761] [console] [info] ERROR CODE: 12



[ken.rimple]

Also, for the original questioner, to get the DFU_Log file:

Open Mac Finder
Hit CMD-SHIFT-G
Enter the text below into the box:

~/Library/Application Support/IK Multimedia/iRig Keys IO Firmware Updater/Logs

(copy and paste above - it is a tilde for the first character.)

You'll see all of the DFU logs.

Right-click on one of the log files (the highest #'ed one) and open with TextEdit.

Highlight all text with CMD-A, copy to clipboard with CMD-C

Paste in a reply to this message. Use the

Code: Select all

code button above to embed the error log so it can be easily scrolled.

....

Ken

[ken.rimple]

Also, feel free to respond to the email ticket with the text of the firmware update log in it, that will get right back to them for your case. I did that too.

My wife has a Surface laptop so I'll try an update via Windows 10 as an alternative.

Ken

[ken.rimple]

Ok, Windows 10 device firmware update fails for the same reasons

It's the keyboard. Contacting Sweetwater for a replacement.

Ken

[marinaginjo]

Hi from Spain:

I have the same problem with my iRig Keys 49 in my PC (not MAC).

iRig Keys IO 49 DFU (USB Device) was found.

Firmware update started. The operation could take several minutes...
ERROR: Firmware update failed!
Please close and restart the application or contact IK MULTIMEDIA technical support
Firmware update finished with ERRORS!
Now you can disconnect iRig Keys IO 49.

I'm waiting a response from technical support.

[ken.rimple]

Your log file for DFU in Windows lives in the directory you expanded the firmware to under the Logs folder.

You can reply to your support email with your DFU_Log.txt file too. It will help those of us with issues provide information to support to troubleshoot the problem.

Ken

[ken.rimple]

Here is the log file I got on Windows.

Code: Select all

[2021-08-20 12:24:02.720] [console] [info]
iRig Keys I/O Firmware Updater - 1.2 (20C24) 64-bit


[2021-08-20 12:24:02.722] [console] [info] OS = Windows 8.0

[2021-08-20 12:24:15.143] [console] [info] Looking for IK Multimedia iRig interface...


[2021-08-20 12:24:15.251] [console] [info] Found HID device VID:0x1963, PID:0x002D

[2021-08-20 12:24:18.330] [console] [info] Found HID device VID:0x1963, PID:0x002D

[2021-08-20 12:24:18.331] [console] [info] HID command sent.

[2021-08-20 12:24:24.351] [console] [info] Found HID device VID:0x1963, PID:0x002F

[2021-08-20 12:24:24.352] [console] [info] iRig Keys IO 49 Bootloader (USB Bootloader) was found.

[2021-08-20 12:24:24.353] [console] [info] Device is in DFU mode.

[2021-08-20 12:24:24.359] [console] [info]

[2021-08-20 12:24:24.359] [console] [info] Firmware update failed with error code: 0xa

[2021-08-20 12:24:24.359] [console] [info]  The flash row is not valid.

[2021-08-20 12:24:24.359] [console] [info] Ended in 0.024 seconds.

[2021-08-20 12:24:24.359] [console] [info] ERROR - Couldn't load USB-UART bridge drivers!

[2021-08-20 12:24:24.359] [console] [info] HID communication terminated.

[2021-08-20 12:24:24.359] [console] [info] ERROR CODE: 12




[mgrobe70]

Also, for the original questioner, to get the DFU_Log file:

Open Mac Finder
Hit CMD-SHIFT-G
Enter the text below into the box:

~/Library/Application Support/IK Multimedia/iRig Keys IO Firmware Updater/Logs

(copy and paste above - it is a tilde for the first character.)

You'll see all of the DFU logs.

Right-click on one of the log files (the highest #'ed one) and open with TextEdit.

Highlight all text with CMD-A, copy to clipboard with CMD-C

Paste in a reply to this message. Use the

Code: Select all

code button above to embed the error log so it can be easily scrolled.

....

Ken

This was SUPER helpful. Thank you!

[ken.rimple]

Thanks!

[ken.rimple]

Just got a replacement unit from Sweetwater, never opened, SAME ISSUE.

Windows machine tried the update, i5.

Dies on the 5% mark.

Same EXACT errors, etc.

Now, at this point, I'm livid. Two machines, both with firmware update fails, and on my m1 Macbook Air I don't get Logic automation. Very frustrating. Somebody needs to look into why we can't get this working.

Thanks,

Ken