Wavefront issues - no customer support response?
Hi there. I sent you a message via your website on a 2 weeks ago but haven’t heard back yet. I recently got hold of a wavefront plus wave ring. When I first tried using the module, it would pair with the ring but not other devices, so I followed the instructions to update the firmware. All the steps on the laptop went fine, but then when the process finished, instead of restarting itself, the module simply froze, and now all it can seem to do is go in and out of firmware update mode (I can’t even connect the ring anymore)
Any ideas?
Thanks.
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Comments
Hi,
We apologize for the late reply. We just launched a new update for Softwave v0.13.1 with updated firmware for Wave (v1.7.8) and Wavefront (v1.2.1). These updates should fix the issues with Wave and Wavefront introduced in the previous update.
Please let us know if you still have problems.
Best,
Daniel from Genki
Hi, I'm very sorry to hear your message to us got missed. I do see it in our system.
To answer your question: There seems to be a bug in the official Wavefront firmware that shipped with Softwave v0.13.0 - we are fixing it now and will push a new release as soon as possible.
Thank you - any idea on an ETA?
Same problem, Wavefront frozen and show to do!
Do you have any idea of new release shedule? Can I downgrade to older firmware?
Thank you!
Now Wavefront after firmware update seems working well but on Softwave, after updating, Wave looks paired but not responding. Obviously stand alone setting up is not available...
DISASTER!!!!
Any suggestion please???
I tried even with older Softwave version but same result: Wave looks connected but not responding and not stand alone set up window available. I guess there is a bug in new Wave firmware.
Can you help me?
I'm on Mac Version...
Thank you!
Hello, I'm sorry to hear about that! There doesn't seem to be a known issue with the firmware, but I suspect there could be a cache issue with the Bluetooth device in your computer.
Best,
Please follow the troubleshooting guide for Bluetooth issues on macOS and see if that solves the problem.
Daniel from Genki
Hi Daniel, thank you for replay!
I followed instructions but same result: on Ventura (13.6.7) Wave is connected but not responding at all), on Mojave (10.14.6) connection is very instable (every few seconds disconnect and reconnect) and is not possible to set up and use...
Is a pity because before Softwave upgrade Wave and Softwave and Wavefront were perfect!
More suggestions?
Thank you again for your patience but I'm in trouble if I can't resume Wave!
Paolo
Tried on 3 different computer more (MacOs 13 Ventura), same behavior, Wave results connected but totally not responding.
Should be a bug in new Wavefront version.
Please please please Daniel, help me even only with older Wavefront version!!!!
Thanks!
Hi, we are truly sorry for all the trouble you seem to be facing.
If you want to roll back to an older Softwave and Wave firmware version, you can use these versions
Wave firmware v1.7.2
https://github.com/genkiinstruments/releases/releases/download/softwave/wave_firmware_w_bl_v1-7-2.zip
Please refer to these steps to roll back the firmware: https://www.notion.so/genkiinstruments/Wave-Manual-Firmware-Update-87ce5d60ff94492dadcfe4c406192b5b
Softwave v0.12.3
https://github.com/genkiinstruments/releases/releases/tag/softwave-0.12.3
We will try our best to sort out the issues introduced with the latest updates.
Best,
Daniel from Genki
Hi Daniel, thank you so much for replay! I downgraded Wave firmware (by nRF Device Firmware" app, not "nRF Toolbox" not working) and now on Softwave 0.12.3 Wave is again working. On MacOs 10.14 Mojave everything work pretty fine (sometimes new stand alone preset or modified is not stored on Wave) and on MacOs 13 Ventura after a couple of minutes it stops to work but better than before. Waiting for new release totally working!!! Have a nice day!
Hey, please check out the latest Softwave update (v0.13.2). The Bluetooth issues should be solved.
https://github.com/genkiinstruments/releases/releases/download/softwave/Softwave_mac.zip
Hi Daniel, no way. It doesn't work. And now I can't downgrade Wave firmware. I guess problem is in Wave firmware more than in Softwave. Again stuck. No words...
after hundred attempts now Wave works with Softwave 13.2 on macos Ventura but it doesn’t save stand alone presets! after making new stand alone preset or modifying the only one existing and closing Softwave app any preset disappears. Please help me!
even downgrade firmware to 1.7.2 (last really working) now is no more possible, DFU doesn’t work anymore
Hi Daniel, last Softwave version 0.13.4 and Wave firmware v1.7.10 are anyway the best in last year. There is still a big bug: on clicking tio open Wavefront Mode editor Softwave crash immediataly. Is not possible to edit Wavefront. Mac Os 13.7.1 Ventura.
Thank you!
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