Windows 8.1 and 10: A Known Issue With Firmware Updates

Update 6/29/2016: Promote Control Firmware Update application can now be used on Windows 8, 8.1 and 10.

Updated 4/11/2016 to include Windows 10 and solution information.

SYNOPSIS

Promote Control firmware cannot be updated on Windows 8.1 or 10 using the Promote Control Firmware Update utility. Possible error messages may include:

“Drivers for this device could not be installed”

“Please connect your Promote Control before starting update”

DESCRIPTION

Windows 8.1 and 10 introduced a change in how USB devices are handled.

Particularly, a certain part of the USB specification is now being enforced that prevents firmware update process from working properly with Promote Control. All other operating systems remain unaffected by this issue.

Microsoft acknowledged the problem, and is working on a patch that will restore the functionality. The article below outlines the technical aspects of this issue:

http://blogs.msdn.com/b/usbcoreblog/archive/2013/11/26/why-does-my-usb-device-work-on-windows-8-0-but-fail-on-windows-8-1-with-code-43.aspx

SOLUTION

Until Microsoft releases a patch for the problem, if you have Windows 8.1 or 10 and would like to update your Promote Control, please consider using an older Windows OS (such as Windows 7 or XP), or a computer with OS X 10.5 or higher. We will continue monitoring the issue and will update on any changes.

Alternatively you can send your Promote Control to us for a free firmware update. If you prefer this option please file a ticket through our support system.

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