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AXS firmware notice | 2.17.0

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91 comments

  • Sibylle Dunker

    I tried that several times on my Force (front and rear). The firmware update progress bar does not show any advance. The text above the progrss bar shows: fw.updating, below reads: fw.update.battery.warning.

    Battery is full, App is up to date. What can I do?

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  • Alex M

    Hello Sibylle, the issue you're having is often related to your mobile device's Bluetooth cache or its ability to communicate with our firmware server. The steps below will often resolve either condition. 

    App/Phone reset instructions:

    1. Delete the AXS Mobile App from your device. 
    2. Turn your mobile device off and back on again. 
    3. Download the AXS Mobile App and Log in.
    4. Ensure you have a strong WiFi or cellular connection.
    5. Place the component into Firmware Update mode and attempt the process again. 

    Alex
    SRAM Rider Support

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  • Brian Montague

    I have sram force group set for 1.5 years
    I was able to update the FD to 2.7.3. However when connecting the
    RD error connection attempt timed up. it identifies RD and sits at connecting. After period of time “Please wake up the device and try again. Code 1004.”

    Uninstalled the app , turned off phone , reinstalled app and tried again. Tried iPhone and Android with axs app and same error persists.

    Even without performing the firmware reverse the app cannot connect to the RD.

    it’s shifting ok but is this a warranty issue when the shifters and FD are able to update but the RD is not connecting.

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  • Alex M

    Hello Brian,

    The connection error code 1004 was something we saw more frequently with 2.17.0 than with 2.7.3. I suggest confirming that you confirm the derailleurs firmware version and revert it to 2.7.3., if you have not already.

    If you are still receiving the 1004 error after this, rebooting the derailleur by removing and re-installing the battery should do the trick!

    Alex
    SRAM Rider Support

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  • Timothy Hollingworth

    I've updated the front and rear derailleur firmware twice and it still says 2.17.0.

    Restarting the app, restarting the phone and removing batteries from the components yields no improvement.

    I'm not going to try a third time and risk turning a $9k bike into a brick so please advise.

    Tim, Red AXS

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  • Alex M

    Hey Tim,

    There's no concern in performing this process multiple times, and it will not harm the components. I've sent you a direct message to discuss this in greater detail and find a solution! 

    Alex
    SRAM Rider Support

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  • steven bottomley

    Why are users required to roll-back the update rather than SRAM issuing revised firmware?

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  • Alex M

    Hello Steven,

    That's a great question! There are several reasons behind this decision, and I am happy to provide some additional context in the hope that it's helpful.

    To start, if you're not experiencing the v2.17.0 'sleepy component' issue, it's perfectly ok to leave everything be. This firmware causes no harm to the component, and the greater part of users will never experience this symptom. 

    However, if you are one of the unlucky riders experiencing the 'sleepy component' issue of v2.17.0, the rollback provides an immediate solution. We would have released a new firmware if it were available, but it isn't. The firmware team has placed our next release under the proverbial microscope, and that testing takes time. 

    Alex
    SRAM Rider Support 

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  • Steve Johnson

    Thanks for the explanation!  However, it seems like the firmware team could just have easily used the previous version (2.7.3) firmware and simply changed the header to something like v2.17.1 and allow users to "update" to a functional (older) version via the app rather than the buggy rollback process.  Maybe next time...

    Steve

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  • Rob Boller

    After 8 months of flawless gear changing my rear Etap Red AXS derailleur has suddenly stopped functioning- no shifting at all. I have been running v2.17.0 without issue until now. 

    I have tried the following steps to resolve the issue:-

    • Ensured the battery is fully charged.
    • The SRAM AXS app is up to date.
    • Roll back to V2.7.3.
    • Deleted the AXS Mobile App on my device. 
    • Turned off my mobile device and back on again. 
    • Reinstalled the AXS Mobile App and Logged in with a strong WiFi connection.
    • Installed the firmware version 2.7.3. The amber LED on the component  was flashing rapidly, the app displayed the update progress and stated update successful. At no point was the update process disrupted and the device was within Bluetooth range.
    • Replaced shifter batteries.

    No Joy with shifting….although I can see that V2.7.3 installation was successful.

    All other components on the bike are now V2.7.3.

    After the roll back the RD is still not shifting and the AXS button is not responsive to attempt re-pairing. Removing and re-installing the battery hasn’t worked either. 

    I have attempted the update firmware process multiple times now with different batteries, still with no joy. 

    Is there anything else I can try?

    Regards,

    Rob 

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  • Richard Megahey

    I've the exact same problem as Rob, I have done all of the things in the above commments but cannot connect to the RD once the firmware update has run. I not able to connect to the RD to confirm the software version either, the RD just seems to be totally dead.

    Any help on how to fix the RD would be appricated. 

    Regards,

    Richard

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  • Alex M

    Hello Rob and Richard,

    Sorry to hear that you're having issues! This symptom does not sound particularly firmware-related, and I expect something else to be at play here. I've reached out directly to both of you to figure out what is going on. 

    Alex
    SRAM Rider Support

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  • Alex M

    Hey Steve,

    Thanks for chiming in! Yes, the disguised release of 2.7.3 was a point of discussion and an option that was seriously considered. We chose the firmware rollback route for a multitude of reasons and your feedback is greatly appreciated! 

    Ideally, there is never a "next time," but this experience and comments like yours will be invaluable if there is. We've been monitoring and collecting feedback across all of our communication channels, and it's creating excellent internal discussion.

    Alex
    SRAM Rider Support 

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  • Sotheby Chung

    Just to reiterate Rob and Richard, I am having the EXACT SAME ISSUE.

    Rear derailleur seemingly bricked after "successful" update of firmware to 2.7.3

    The only signs of life on the RD is if I remove battery, then hold down AXS button and reinsert battery - then it goes into "firmware update" mode and can be seen by the AXS app. 

    Try to reinstall firmware, AXS app says successful update, but the RD is back in the "bricked" condition.

    Update conditions - the original update was done on an iPhone 12, with ios v14.5.1, and AXS app v1.11.10. Very strong WiFi connection, and all other items updated successfully to 2.7.3 (Shifters and Front Derailleur).

    In the past couple weeks in this forum as well as the AXS Facebook page there's more and more comments coming in. This is an obvious firmware update issue that needs a solution.

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  • Alex M

    Hello Sotheby,

    Thank you for reaching out and sharing your experience. I am terribly sorry to hear about your issue, and I've sent a direct message to discuss possible solutions and warranty replacement paths if necessary.

    Alex
    SRAM Rider Support 

     

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  • Andy Lum

    Same here unfortunately. Half way through a ride today and the front derailleur turns into a brick... briefly came back to life when I got back home, updated itself to 2.7.3 although this was already the current firmware and then back to being a brick. Not ideal having just arrived in the Peak District for along weekend of riding...

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  • Mark Emery

    Hi, I have a different issue: when inserting a fully charged battery into the RD the LED flashes red showing low charge and in the app the same.  The same battery will show fully charged in the FD and battery charger.  I have been told in one of the forums that this is a known firmware issue and wondered if this firmware rollback would solve this issue?

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  • Alex M

    Hey Andy and Mark, 

    Thanks for reaching out, and very sorry for the delay! I've sent a direct message to you both to discuss possible solutions.

    Alex
    SRAM Rider Support

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  • Adam Musson

    I was having an issue with the RD having spells where it has become unresponsive whilst on a ride. I hoped that following the above steps relating to the firmware might help resolve this but it is still happening. Any troubleshooting tips or reasons as to why this might be happening? The app does not suggest that there is an issue with battery life. Thanks, A

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  • Johannes

    For me the application tells me the connection timed out when following this instruction. It tells me to update the firmware when inserting the battery / pressing the button, but always runs into a connection error (perfectly fine wifi / mobile network, also tried with two other devices / android and apple - error 1004 with apple device). Connection to other components works just fine.

    The RD is completely dead and wont respond to any shifting.  Trying to shift using the RDs button also won't work and there's no LED interaction. Also tried swapping batteries.

    I loved my SRAM Red AXS but have a race next week where I wont be able to use my race bike because of a bricked RD... Shouldn't happen in this price range.

    Any way you could help me out?

    Thanks,
    Joh

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  • Alex M

    Hey Adam,

    Thanks for reaching out! If your derailleurs no longer have firmware version 2.17.0 and you're still experiencing intermittent behavior, it may point to a different issue. I sent a direct message to further discuss this with you. 

    Alex
    SRAM Rider Support

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  • Alex M

    Hello Joh,

    Sorry for the delay and that you're stuck in a state of "firmware update limbo". The 1004 connection error occurs when the phone and component do not connect in the allotted time. This is typically related to your phone's Bluetooth cache, which deleting and reinstalling the app often resolves. However, if you've tried multiple devices, there might be something else at play. 

    I've sent you a direct message to discuss possible solutions.

    Alex 
    SRAM Rider Support

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  • Rob Caron

    Hello, I have followed all of the above suggestions and nothing is working. I cannot even wake the RD up. It began having issues about two weeks ago, and it seemed to improve after I paired the RD and shifter. I went out of town for a week without the bike and it is now completely dead. Battery is charged.

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  • Ian Hartley

    I've gone through all the steps above and have successfully updated my firmware but I am still having an issue with my XX1 der not waking up. The der will take about 15min to finally wake up on a ride, tapping the der, pushing the pairing button, removing/replacing the battery won't do anything. Today it happened at work (local trail foundation) when I was trying to shoot a video on dogs and trail etiquette, the other day it happened when I finally got my 4 y/o and 8 y/o out for a ride, the first time it happened was at the start of a 12hr race. This stuff isn't life or death but its a major pain in the A#$ and it's annoying because the der worked fine for so long. Please help!

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  • Jacob Story

    Having the same as a few people toward the bottom of this thread. 

    I've updated everything to 2.7.3 and it's all working nicely. However, once the RD disconnects from my phone, it goes back into a sleepy state. I can go through the process of updating the firmware and it works again, but that's not a sustainable solution. My FD is fine now I've been through the process, although that was running 2.17 with no issue.

    Are you able to share the fix you provided the people above?

    Thanks!

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  • Jacob Story

    Update on my earlier comment: I'm running 2.7.3 but RD is no longer working. It worked for about 30 seconds but once idle, it went back to being bricked.

    I can still put the RD into the mode to roll back the firmware, but nothing happens. Each time I replace the battery and hold down the AXS button, the SRAM AXS app shows that my firmware needs to be updated.

    Trouble is, the firmware has been updated away from 2.17.0 so I guess I'm now facing another issue. 

    Would be good for SRAM to share the fix for this, which they have mentioned just a few comments up. If they had shared the fix in this thread, I'd likely have fixed the issue! But since they are DM'ing users facing this exact issue, it's hidden away from me for now.

    Could do with getting this sorted in the next 24 hours. Huge inconvenience!

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  • Johannes

    Afaik there is no fix besides SRAM proposing to reinstall the APP / try to use another device. I guess we're facing another problem with our RDs.
    My RD was now RMAd back to SRAM by my local bike shop - hope to receive a new/repaired one this week as I have an upcoming race.

    SRAM support employee in Austria/Germany told us last week they didn't know anything about those problems.

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  • Sotheby Chung

    @Alex M of SRAM
    Thanks for reaching out here and via email directly. The proposed fix, which is the same as has previously been published and discussed, did nothing to solve the issue. The other proposed course of action, which was to reach out to my closest authorized SRAM dealers, was not a very helpful option as five I contacted all were at least three weeks out from having availability to inspect the RD due to their own regular service schedules, and two others just flat out refused to give me a timetable or possibility of inspecting the RD.

    To all others having this issue there is a bit of hope: somehow my RD ended up operational again with firmware 2.7.3 installed. I can't guarantee my steps will work, but I will publish them just in case by random chance they happen to help someone else in the same situation I faced.

    1 - Remove all connected AXS devices (ie FD, RD, shifters, PM, etc) from the AXS app, and then remove all hints of the SRAM AXS app from your phone or device. Also clear out any app cache, and do a hard reboot of the device.

    2 - (This might not be possible for people who need the RD operational immediately). Remove the batteries from both the FD and RD and leave them both unplugged for at lease five days.

    3 - After five days, use a paperclip to clear any remaining electrical charge from the two gold battery terminals on the FD and RD.

    4 - Re-install the AXS app, but when signing in do so with a new username / registered account. After install and registration, close out app and hard restart phone.

    5 - Install etap batteries on Front and Rear derailleur. At this point they might both show the quick green light upon the battery contact points hitting the gold terminals.

    6 - At this point the AXS/function button on both the FD and RD might work and both can shift in/out.

    7 - When you open the AXS app and go to the "search for parts" section the FD and RD would then show up if they can be shifted like in step 6 above.

    Again, I can't guarantee this will work with everyone but for whatever dumb luck it worked for me. For the others at SRAM, they need to get on top of this issue sooner rather than later. Either pull the APP or offer quick service via their local dealers or even something like Velofix. Potentially debilitating issues with high-cost, low-availability goods is not the best methodology for customer acquisition, retention or loyalty.

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  • Alex M

    Hello Rob,

    I am sorry to hear that you are having issues. The symptoms that you're describing appear unrelated to the firmware rollback process. I have sent a direct message to discuss this further. 

    Alex
    SRAM Rider Support

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  • Alex M

    Hello Ian, 

    Thanks for reaching out! The symptom that you're describing sounds more like a power supply issue from the battery than a firmware-related one. I have sent a direct message to discuss this in further detail.

    Alex
    SRAM Rider Support

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