I have a customer who is trying to do firmare upgrades to 101.001.008.27400 and have tried using the upgrade utility tool and without. IP won't stick and requires a clearing of all customer data before anything can be done. This adds about 30-40 minutes onto an already long firmware install process. This is using the upgrade tool and the new firmware you sent the link for on 2 different printers.
If someone gave them that firmware they did quite a while ago, because 101.xxx.029.03810 is current.
Tell them to read the instructions, because they clearly explain how to do the update without the loss of data when the tool, or EWS method fails.
11. If Upgrade fails GO TO APPENDIX for instruction on how to recover. DO NOT CLOSE THE TOOL.
If upgrading from a release that begins with 100.xxx.xxx.xxxxx,
1. Return to the Software Upgrade page, from the left-navigation pane, click General Setup > Software Upgrade.
2. At your computer, to perform the Software Installation for your device:
a. Click Browse, then locate the 1057305v9.dlm file that was saved to the directory on the desktop. Select the file, then click Open.
b. Click Install Software. A file submission message appears. Click OK.
c. Let the 1st software installation complete. Please note, if this file is not loaded prior to loading the software file the upgrade will fail.
3. After the first file is installed, return to Software Upgrade page, from the left-navigation pane, click General Setup > Software Upgrade.
a. Click Browse, then locate the AltaLink_C80xx_system-sw#101xxxxxxxxxxx#ENG_MOD.DLM file saved to the directory on the desktop.
b. Select the AltaLink_C80xx_system-sw#101xxxxxxxxxxx#ENG_MOD.DLM file, then click Open.
c. Click Install Software. A file submission message appears. Click OK.