Articles on: Hardware

Performing a Firmware Reset - Advanced Support (7GX)

Your 7GX encoder may sometimes become unresponsive, indicated by a blank LCD screen and a blue light at the back of the device. This usually occurs when the device is repeatedly turned on and off quickly, disrupting the clean start-up process and potentially leading to a start-up failure, known as a "boot loop".

In such cases, a firmware reset might help restore functionality, given that there are no underlying hardware problems with the device. This article provides step-by-step instructions to restore your 7GX encoder to factory settings with a firmware reset, but only if instructed by our support staff.

There are two methods to bring your device back online:

Soft Reset: This non-destructive method retains the settings and configuration on your device. It is less likely to succeed but can be performed without a support agent.

Full Factory Reset: This method requires resetting the configuration, settings, and server connection of your device to factory settings. Once initiated, our support agents will need to assist you to reconnect your 7GX encoder and GPX Stream system to the correct servers and restore access to your stream.

Important: Only follow these instructions if directed by our support staff. Performing these operations without our guidance can disrupt your device's ability to connect or stream to GPX Stream servers.


Attempt 1 - Soft Reset



A soft reset will not reset any of your settings, and will help our support team in determining if the issue is isolated to software, or if there is a potential hardware issue.

Start this attempt with the device powered off, either by unplugging the power cable, or turning the power switch to off on the back of the 7GX encoder.

Power off the device by unplugging the power cable or switching off the power at the back of the 7GX encoder.
Unplug the USB cable from the top of your 7GX device, as well as the HDMI cable. Ensure there are no SD cards inserted in the front of the device.
Use a paperclip or thin object to push in the reset button on the back of the device, located next to the power switch.
With the reset button still pressed, turn on the 7GX encoder or plug the power back in.
Keep the reset button pressed until the screen powers on, indicating that the device is entering "Recovery Mode".

If your device hardware is intact, the screen should display "Recovery Mode".
The device will search for a USB or SD card. Since none are plugged in, the device should reset itself. If the reset does not happen automatically, simply power cycle the device.

Success Indicator: If the soft reset is successful, your device should power back on normally and your stream should be restored.

If the screen still shows no information, this could indicate a hardware issue, and a Return Merchandise Authorization (RMA) process will need to be initiated. Please contact our support team at support@gpxstream.com


Attempt 2 - Factory Reset and Firmware Reset



If the soft reset is unsuccessful in restoring streaming functionality, but the device's screen was showing the soft reset process, a factory/firmware reset will be necessary. Before starting, you'll need a blank USB drive.

Download the file from the following link on a computer:

https://www.dropbox.com/s/5c2tys67wl6pkg6/Teradek_7xx_firmware.bin?dl=0

Verify that the downloaded file is named: Teradek_7xx_firmware.bin (The file must have this exact name to work)
Transfer this file to your USB drive. Ensure this is the only file on the USB drive, and it is named exactly as above.
With the 7GX encoder powered off, insert the USB drive into the USB port.
Use a paperclip or thin object to push in the reset button on the back of the device, located next to the power switch.
Keeping the reset button pressed, power on the 7GX encoder.
Keep the reset button pressed until the screen powers on, indicating that the device is entering "Recovery Mode".
The device should find the firmware file on the USB drive and begin the restoration process.

IMPORTANT: DO NOT POWER OFF THE UNIT DURING THIS UPDATE.
DOING SO MAY PERMANENTLY DAMAGE THE DEVICE

Success Indicator: Once the process is completed, your 7GX encoder should reboot normally, with the standard factory configuration.

Updated on: 02/06/2023

Was this article helpful?

Share your feedback

Cancel

Thank you!