How can I restore my CueServer 2 Firmware?

CueServer runs upon a Linux-based operating system, which is a part of why CueServer is such a powerful system. As with running any operating system, the need to occasionally modify internal files is unavoidable, but can be risky business! If a system file is accessed and the system is unable to complete the writing process, it can lead to unusual and unexpected behavior or even system corruption! We understand this risk can cause problems, which is why starting with CueServer version 3.1.0, the entire CueServer operating system has been shifted to a read-only structure.

In taking this step, we have reduced the instances in which CueServer is vulnerable to such read-write corruption from slim to none. This means that while all read-write operations for show files remain necessary, they are exclusive to the SD and non-volatile systems. The result is that the system files are not changed, and as a result, we have seen zero corruptions running the new read-only firmware.

With that said, we understand that not all CueServers are currently deployed with the v3.1.0, so in the rare event that a CueServer has become corrupted, this will get it back up and running in no time!

Restoring CueServer 2 Firmware

You will need a couple of items to get started, which you will find in the list below. Once you have the necessary items, follow the steps to reformat the CueServer 2 Firmware.

Items Needed:

  • Computer (Windows, OSX, Linux, Android, etc.)
    • Must have internet access (to download the toolkit)
    • Must have USB port
  • USB 2.0 Drive
    • Must be USB 2.0 (non-blue connector)
  • Firmware Toolkit
    • You can download the current version (v3.1.5) here
    • You can find a backup copy from dropbox, if needed, here.

Prepare the USB Stick:

  1. (Re)Format your USB Drive to FAT32 format
    • it is crucial the device be FAT32 or the process will fail
  2. Extract the USBDEV directory from the downloaded ZIP file
  3. Copy the contents of the USBDEV directory to the root of your USB Disk
    • Be sure to copy the contents of the folder and not the folder isself
    • Once copied, you should have 6 total files in your USB Drive root
    • Note: the copy process can take a few minutes to complete

Reformat CueServer 2:

  1. Remove power from the CueServer and insert the USB Stick
  2. Hold the Reset button and reconnect power to the CueServer
  3. Continue holding the reset button until the power LED begins flashing a Magenta color
    • You may need to use a small, pointed object, such as a paperclip to hold the reset button
  4. Wait for the reformat process to complete
    • If you are formatting a CS-900, CS-940, or CS-950 (DIN or Pro Units), the LCD will inform you when the process completes.
    • If you are formatting a CS-920 (Mini), the LEDs will change colors during the process, turning Green once complete.
    • All models will indicate completion with All-Green LED's
  5. Once the LED's have turned Green, it's safe to reboot the unit. The flash was successful.

If the process does not Complete or the LED's blink Red:

If, after the process, the LED's all blink red or the LCD indicates the process has failed, you will need to contact us at 1-678-455-9019 or support@interactive-online.com so that we can take further steps or facilitate a repair.

If the process never begins or the power LED remains Magenta indefinately:

If the power LED continues to blink magenta or the LCD does not display "Firmware Toolkit" within ~30 seconds, the USB device was not mounted.

The most common cause of this is either an incorrectly formatted USB Drive (FAT32), a USB 3.0 Device, or a corrupted file copy/download.

It's important to note that a USB 3.0 drive that is compatible with 2.0 will not work, it must be exclusivly 2.0 hardware.

If you have tried re-formatting the USB drive, you may wish to try downloading the toolkit again from the alternative source (Dropbox).

The Md5 checksum of the ZIP file is fca4379824ed21dff84bcc9179a83e33.
You may want to verify the file was downloaded intact using this Md5 hash.

If you have verfied that the MD5 hash matches, the USB Drive is FAT32 format, and the USB Drive is physically a USB 2.0 model, then you will need to contact us for further assistance.