Last week I needed to update the firmware of my Onkyo receiver. The reason: an update of the Android app, which now also supports Spotify. It is a pity I just bought the other app a few days ago, but that’s the way it is gone.
But… during the update I got an error message: Error !! 5-84 I also tried to update through USB… and again… but no way to get the problem solved. So I send an email support ticket to the Onkyo helpdesk. I also posted a tweet to @onkyo_eu. Within a day I had a response from them: please send email to [mailto:firstname.lastname@example.org].
I waited for 4 days… no reponse from the customer care team. So this afternoon I tried to call them several times, as the website clearly: in case of problems call us! But… they were too busy and nobody picked up the phone.
Tired of this, I tried to find another way to get the problem solved. So I continued reading the website and user manual. No FAQ issue about firmware update issues. So I proceeded with reading the user manual once more. What did I found:
1. Warning! Don’t switch off the power supply during firmware update.
2. In case of this error code, please contact Onkyo customerservice.
I – of course – had found the above mentioned sentenced. But now I proceeded reading.
3. Situation 3: please remove the power connector and put it back and try again.
To my big surprise this solved the problem.
To the Onkyo support team, I have the following recommendations.
a. Please allow customers to put postings on your website. Especially about support issues. Your customers are much better aware of the problems they encounter than you do.
b. Please respond to easy support questions within one, maximum 2 days. If you are an experienced support engineer, you should be able to give this answer immediately.
c. If you work with a ticketing system (which looks like you do) give your customers the possibility to login and view their ticket status.
Hopefully this trick helps other people as well to get their firmware update problems solved.