Software Update Troubleshooting

APEX, XPLORE, and SOLIX

Update not Recognized

Unit does not prompt for the update and update is not visible in Files app when card is inserted

1. Check for card recognition/encryption
   • If not recognized, check the following:
     • Capacity of card cannot be larger than 32GB
     • Ensure card is formatted correctly 
       • Windows: FAT32
       • Mac: MS-DOS (FAT)
     • Check card for damage
     • Does unit recognize other cards (Chart card, Zero Lines, or other storage card)?
       • Result may indicate bad card or bad card reader
   • If recognized, ensure files on card are correct
     • Files can't be in a folder
     • Check for file name prefix:
       • SOLIX G1/G2 Example: solix-unified-app-r4.130.upd
       • SOLIX G3 Example: solix-update-r4.130.upd
       • APEX Example: apex-update-r4.130.upd
       • XPLORE Example: xplore-update-r5.120.up2
2. If you continue to have issues you can contact Technical Support who can open a Glance session with you if they can find no other solution
3. As a last resort you can contact Technical Support to purchase a SD card which contains the correct files. Contact Technical Support

Update Failed

SOLIX or APEX unit goes through the update process, but either displays an "Update Failed" message afterwards or the software version remains unchanged. This often occurs when an update is attempted, but a prerequisite is required to be installed first.

• SOLIX G1/G2: 3.040 must be installed prior to 3.500, which must be installed prior to current version
• SOLIX G3: 5.060 must be installed prior to current version
• APEX: 5.060 must be installed prior to current version

1. See steps in article: Load Multiple Versions of Software to My Card when Updating APEX or SOLIX
2. Backup nav data and restore nav data settings
3. Start over with a clean download:
   • format card (FAT32 - Windows / MS-DOS (FAT) - Mac ) and copy the file again
4. Make sure your file is not a duplicate.  Duplicates will have a number in (  )'s after the name.  These updates will be recognized but they will fail as the unit is looking for the original name of the file.  Example:

Update Taking too Long

• Software updates for APEX, XPLORE and SOLIX generally take on average 15 minutes or less when using an SD card.
• In some rare instances, the update will stall out and never complete. This can be caused by a number of factors, and in rare cases may result in the need for service.
  • Please contact technical support if your software update is taking over 30 minutes to complete when updating via SD card. Contact Technical Support
• Software updates via the One Boat Network App can take several hours.

ONIX

We strongly advise not to update these units as they are no longer repairable or replaceable. 

HELIX

Update not recognized

1. Check for card recognition/encryption
   • If not recognized, check the following:
     • Capacity of card cannot be larger than 32GB
     • Windows: Verify FAT32 Formatting
       • Mac: MS-DOS (FAT)
     • Check card for damage
     • Does unit recognize other cards?
       • May indicate bad card or bad card reader
2. Ensure files on card are correct
   • Files can't be in a folder
   • File name must match your model name exactly.  Sonar type, display size and generation are very specific to each software update.   Examples: software for a G3N cannot be used in a G4 or G4N model.  HELIX 9 software cannot be used on a HELIX 7.  MEGA Side Imaging cannot be used with a MEGA Down Imaging or 2D product.  Non-networking software cannot be used with a networking unit.  File name must match your model name exactly. 
   • Allow up to eight minutes for update recognition.
3. If you continue to have issues you can contact Technical Support who can open a Glance session with you if they can find no other solution
4. As a last resort you can contact Technical Support to purchase a SD card which contains the correct files. Contact Technical Support

Accessories

Update not Recognized

• When there are multiple accessory updates present on the card, It may be necessary to remove the card and insert again to prompt the next update.
• Check for card recognition/encryption
  • If not recognized, check the following:
    • Capacity of card cannot be larger than 32GB
    • Windows: Verify FAT32 Formatting
      • Mac: MS-DOS (FAT)
    • Check card for damage
    • Does unit recognize other cards?
      • May indicate bad card or bad card reader
• Make sure your file is not a duplicate.  Duplicates will have a number in (  )'s after the name.  These updates will be recognized but they will fail as the unit is looking for the original name of the file.
  • Example:

NOTE! Always remove update files from card after updating. Depending on the series and generation, software update files being present in your Humminbird can interfere with sonar functions.