If you encounter problems updating the firmware on your Xeneon Flex or Xeneon 27-inch OLED monitor, please follow the steps below to troubleshoot and resolve the issue.
When using the firmware update tool, if the update fails, the status will display as "fail."
Common causes for this failure include:
- Multiple HID devices are connected to the monitor ports.
- The cable is not properly connected to the upstream port on the monitor.
- The cable is faulty.
To ensure a successful connection:
- For the Xeneon Flex, connect the USB cable to the port labeled "J."
- For the Xeneon 27-inch OLED, connect the USB cable to the port labeled "E."
If after removing any additional devices connected to the monitors and verifying that the cables are correctly connected to the designated upstream ports the issue persists, the problem may be with the cable provided with your monitor. Please contact our support team for further assistance and to discuss a possible exchange for the cable.