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Denon AVR X-4000 / AVR-X3000 firmware update problems

post #1 of 11
Thread Starter 
I have been unable to update the firmware on both an AVR-X3000 and AVR-4000.

My receivers are hardwired directly into a Verizon FIOS modem and have no problems with network connectivity tests / using Sirius, Pandora etc. When I turn on the unit, I get a notification that I need to update the firmware, so I hit OK, and then the unit resets and I get a message "Update Retry Please Wait." That sets the unit into a loop, that it never gets out of. I took my X-3000 back to Best Buy and returned it for an X-4000. They'd never heard of the issue either... Decided to try the X-4000 instead... Same thing on the firmware update: "Update Retry Please Wait." If you wait long enough, you get a "Connection Fail 21" error.

I called Denon support and was given these instructions to get the unit out of the firmware loop (it worked):

Here is the instructions for a NIC card reset on a X4000 to get it out of its firmware loop.

Step 1: Turn off unit hitting the "on/standby"
Step 2: Hold down the "Up and Down arrow" on the front of the Denon. This can be located in the drop down cover.
Step 3: While holding those two buttons turn the unit back on. The front screen should start flashing. Let it flash 5 times and then let go of the "Up and Down" arrows.

Completing these steps will reset your unit and kick it out of the firmware Loop.


While that method successfully restores my receiver to factory settings, I still am unable to update the firmware. I'm within my 30 days still, and am ready to return this product if I can't reliably update the firmware.

BTW, this was the last communication I received from Denon regarding the firmware, as they've gone silent in response to my last emails.... Total BS answer as I have been trying for 3 weeks now... It's irritating as hell, because it requires me to redo all the settings every time I fail the update.

If anyone has a solution, please let me know. This is 2013--your network device needs to be able to update it's software without problems (see any TV, DVD player, AppleTV etc etc).

Thanks!
post #2 of 11
I have updated my X3000 firmware two times without any issues either time. The process takes close to an hour. If I had to take a guess I would think your router is probably blocking a port or otherwise blocking the transfer. I would try and go into the router and temporarily turn off any firewalls and try the update again. I seriously doubt you have received two receivers with the same issue. It's most likely your Internet connection that is causing problems. I'm on AT&T Uverse.
post #3 of 11
Thread Starter 
Agreed that I most likely didn't get 2 bad receivers...

That being said, Denon needs to design software that will work with basic home network setups. My FIOS router has the default settings on it--the same router they give out to thousands of customers and as I mentioned above, updates firmware without issue for a number of other network devices...

Anyhow, I made the receiver a DMZ host (no luck still), tried updating the firmware from the web interface instead of receiver (no luck) and am now messing with port forwarding in the FIOS router (the firewall settings have been set as low as possible)...

I'm about out of options now... Hopefully the Denon techs can escalate to someone who wrote the software for the device so they can tell me more info about the ports and type of packages being sent down...
post #4 of 11
Although the issue is indeed likely related to settings on your FIOS router, there are some things you can try ....

http://www.avsforum.com/t/1465528/the-official-2013-denon-e-series-x-series-avr-model-owners-thread-faq/0_100#post_23134215

Also note that the Web Control feature allows you to SAVE the configuration file (to include Audyssey) to a PC so if you have to reset the unit the config file can be LOADed to restore the unit to the configuration settings prior to the reset.

http://www.avsforum.com/t/1465528/the-official-2013-denon-e-series-x-series-avr-model-owners-thread-faq/0_100#user_E9

For more info, join us in the 2013 Denon AVR-E/X Models thread linked in my sig, especially reviewing posts #3-6 in that thread.
post #5 of 11
FiOS routers are the devil! I had a client with issues getting Airplay to work on a Yamaha receiver. One of my coworkers went back to her home and put on a Netgear router behind the FiOS Actiontec router and it fixed the Airplay issue. It would be nice if they would have just a basic Internet modem to interface easier with your own router like most cable companies.
post #6 of 11
Thread Starter 
2 issues with that:

- FIOS communicates with all the TVs via IP. Each cable box has an IP. They chose 192.168.1.0 as their default subnet (groan).
- TIf you add another router behind the FIOS router, you wind up double-NAT'ing--which generally causes a whole mess of other issues.

That being said, I've seen the old G band FIOS routers mess with AirPlay also--Will try sticking the receiver behind an different router today to see what happens...

Do these things have wifi built in (didn't see an option)? If so, I could connect it to my 4G LTE hotspot and see what happens...
post #7 of 11
Thread Starter 
So I got it working... Plugged an Apple Airport Extreme in behind the FIOS firewall, and hard wired the receiver, double NATted and all. The update downloaded right away, update went off without a hitch...

GRRR, FIOS router....
post #8 of 11

For home use I am not sure what impact Double NATing will cause. Sure uPNP will not work but that's expected in this scenario.

post #9 of 11

Hello,

 

I recently purchased an AVR-E400 and have had exactly the same issues. I also have verizon Fios. The unit has been able to determine that an update is available (most of the time, but not always) yet the update process has never been successful. 

 

This is mostly a problem because the TV and AppleTV etc do all update and I have consistent HDMI handshake issues. Not fun watching a movie and loosing the the picture every 5 to 10 seconds. You have to stop and restart the movie for the picture to come back (for another 10 seconds). 

 

Trying to troubleshoot myself, I connected a packet sniffer to the network and determined the IP address of the update server (all other traffic coming out of the unit was broadcast based, only one IP comes up when you select update firmware). 

 

This address, however, does not appear to be network accessible on the verizon network. I tried trace route to the IP and it gets several hops into verizon's network before it stops (at Newark, NJ in my case). 

 

Which means sending a replacement device and/or troubleshooting/resetting the devices locally does not appear to have much to do with the actual problem - just the symptoms.

 

I have an open issue with Denon, asked them if I could manually apply the update (i.e via USB etc). Their response is "no - it cannot be done that way" - since then I provided the additional details on the connection issues and am awaiting their response.  

 

My suggestion, in that note to Denon, is for them to find out with Verizon why we cannot see their network and update server.

 

If I was going to take a wild guess - the previous poster also lives in NJ, uses Fios, and therefore connection dies at same place in the network. 

 

I could be completely wrong - but it does't seem likely. Also, any receiver could have this problem, not just the AVR-E400.

 

lets see what Denon do.. but if I don't hear from them soon, I will send it back, but will not replace it with another Denon since it will in all likelihood (without information to the contrary) have exactly the same problem.

 

Note: Having read the above posts, I may see if someone has CableVision or other provider, and try it from their house. That would eliminate the Verizon elements from the scenario.


Edited by AussieSteve - 2/9/14 at 8:39am
post #10 of 11

Just found this forum. Checking back in with any of you to see if you've had better luck placing this unit onto another providers network? I live in California and have Fios, yesterday my X3000 noticed me to update the firmware. Since then I cannot get the unit to update. Consistent network errors. I know the unit has a valid IP as I can access the setup menu through the web interface as well as the Android app I have to control it. I have tried the Factory reset but am stuck in the update loop.

post #11 of 11
Quote:
Originally Posted by venturacaliguy View Post

Just found this forum. Checking back in with any of you to see if you've had better luck placing this unit onto another providers network? I live in California and have Fios, yesterday my X3000 noticed me to update the firmware. Since then I cannot get the unit to update. Consistent network errors. I know the unit has a valid IP as I can access the setup menu through the web interface as well as the Android app I have to control it. I have tried the Factory reset but am stuck in the update loop.

I had the same issue did a factory reset and ran a line directly from the modem by passing any network switches to my X4000 and it updated correctly.
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