Vortex 9.09 Fail (Resolved)

[tsunamiscott]

 

I recently received my Garrett Vortex VX9 and noticed that the problematic 9.08 firmware had been updated on the Garrett website. I downloaded the installer, verified my battery level and internet connection, and proceeded to log in. The installer detected my device and confirmed that version 9.07 was installed. I then attempted to update to version 9.09, but during installation, the process failed and returned an error message. I ensured all cables and the internet connection were functioning properly and clicked "Retry Install," but the same failure occurred. I tried this multiple times with the same result.

I attempted to access the "More Support" tab for assistance, but it led to a 404 error page https://garrett.com/store/learn/ —unbelievable! With no support available, my Vortex is now unresponsive and non-functional. I'm extremely disappointed with Garrett's support in this situation. Any ideas on how to un-brick my Vortex?

 

 

[michael_]

https://garrett.com/sport/warranty-registration

There are links there to get support pal depending if you're a US customer or international.

I updated last night with no problem - did you use the usb cable that came with the machine? I've never used it, laptop only has usb c ports, so I use my own data cables (but they're good ones)

[Chase Goldman]

1 hour ago, tsunamiscott said:

 

I recently received my Garrett Vortex VX9 and noticed that the problematic 9.08 firmware had been updated on the Garrett website. I downloaded the installer, verified my battery level and internet connection, and proceeded to log in. The installer detected my device and confirmed that version 9.07 was installed. I then attempted to update to version 9.09, but during installation, the process failed and returned an error message. I ensured all cables and the internet connection were functioning properly and clicked "Retry Install," but the same failure occurred. I tried this multiple times with the same result.

I attempted to access the "More Support" tab for assistance, but it led to a 404 error page https://garrett.com/store/learn/ —unbelievable! With no support available, my Vortex is now unresponsive and non-functional. I'm extremely disappointed with Garrett's support in this situation. Any ideas on how to un-brick my Vortex?

 

 

From the Updates/Upgrades page click on the Support sections drop down and you will see a link for "Updates Support"  which takes you to a page where you can submit a support ticket. 

Here's the link:  https://garrett.com/store/updates-support/

HTH

[tsunamiscott]

I requested an RMA. Thanks for the

19 minutes ago, michael_ said:

https://garrett.com/sport/warranty-registration

There are links there to get support pal depending if you're a US customer or international.

I updated last night with no problem - did you use the usb cable that came with the machine? I've never used it, laptop only has usb c ports, so I use my own data cables (but they're good ones)

Yes, I did. Glad it worked out for you.

[tsunamiscott]

19 minutes ago, Chase Goldman said:

From the Updates/Upgrades page click on the Support sections drop down and you will see a link for "Updates Support"  which takes you to a page where you can submit a support ticket. 

Here's the link:  https://garrett.com/store/updates-support/

HTH

I couldn't find anywhere there to submit a support ticket. I did send an email to sales.garrett@garrett.com for an RMA. It's going back. Thanks for the info.

[phrunt]

The support page link from the update tool has been broken since I first installed it when I received the Vortex, I keep expecting it will be fixed in one of the many updates to the updater but it never is.   Odd as it would be absolutely simple for them to fix it.

Sucks you had an installation failure, I always update using my laptop so in the 0.01% chance the power goes out during the update it keeps going and I put it on a table with the detector and plug in the cords and click update then stand away from it so as I don't bump it, if the USB drops out for any reason during the update it bricks the detector from what I've been able to see, so I don't even breathe on it during the update.  With the update being quite slow too, up to 5 minutes there is plenty of time to bump the cables and drop the USB out.   It's a shame it can't be recovered if this happens, some detectors can.

[tsunamiscott]

3 hours ago, phrunt said:

The support page link from the update tool has been broken since I first installed it when I received the Vortex, I keep expecting it will be fixed in one of the many updates to the updater but it never is.   Odd as it would be absolutely simple for them to fix it.

Sucks you had an installation failure, I always update using my laptop so in the 0.01% chance the power goes out during the update it keeps going and I put it on a table with the detector and plug in the cords and click update then stand away from it so as I don't bump it, if the USB drops out for any reason during the update it bricks the detector from what I've been able to see, so I don't even breathe on it during the update.  With the update being quite slow too, up to 5 minutes there is plenty of time to bump the cables and drop the USB out.   It's a shame it can't be recovered if this happens, some detectors can.

I emailed Garrett about the broken link—hopefully they’ll get around to fixing it.

Yesterday morning, I tried installing the updater on a new Windows laptop but kept getting a (0xc000007b) launch error. I switched to an older machine and finally got it to run… you know the rest. I was hoping for some magic button sequence to snap it out of its freeze, but I knew that was wishful thinking.

I only got to use the VX9 briefly before the update failure, but it showed promise. It sniffed out a tiny brass grommet with a solid tone and a 60 ID—even with a crusty nail and other iron bits in the same hole. In Zero mode, it clearly distinguished nonferrous from ferrous, and the target ID display reflected that nicely.

Once it’s back from repair, I’m planning a dive at some old mule crossing sites on the Smith River. The old piles are still visible, and I have a hunch there are some interesting finds waiting down there. We’ll see. Thanks for the comment.

 

[Chase Goldman]

15 hours ago, tsunamiscott said:

I couldn't find anywhere there to submit a support ticket. I did send an email to sales.garrett@garrett.com for an RMA. It's going back. Thanks for the info.

Water under the bridge, I guess, since you now have an RMA but here's the page that popped up for me when you click the link I provided.

I have subsequently realized that support ticket button doesn't appear unless you are logged into the store site with a Garrett store user account which doesn't happen automatically by simply clicking links from within the updater app and might be the source of the 404 error.  If you are already logged into the Garrett storefront, you get the support ticket button as shown above by clicking on the link I provided.  The "support ticket" is simply submitting an RMA request via phone or email via the contact information provided above.  I also noted the website results in some quirky behavior where that "Updates Support" link does and doesn't pop up the button but there is also a direct "Open a support ticket" link at the bottom of each web page undr the "Support" heading.  Maybe this helps other people in the future if their Vortex locks up during the update process.

Log in to the Garrett site (not just the updater), then click on the the page links shown below to navigate to the RMA page. (Note that below are just Garrett site page screenshots that visually show the pages but that do not contain active links)

 

 

[Bill (S. CA)]

I've tried a half dozen times tonight and the update doesn't work.  Even downloaded a fresh updater.  I keep getting this message:

Anyone else run into this?  I've emailed Garrett and will post their response when I receive it.

 

Bill