This firmware version is not supported on this platform. Please upload a different file

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August 2, 2018

Last modified: 09/15/2023, 1:48 pm

Knowledge Base Article Troubleshooting Remote Workstation Card Zero Clients

Problem

When attempting to downgrade firmware the error message

This firmware version is not supported on this platform. Please upload a different file

Or in the PCoIP Remote Workstation Card or PCoIP Zero Client event log

0d,00:03:36.19> LVL:2 RC:   0    MGMT_FW_PROV :Download start
0d,00:03:36.19> LVL:2 RC:   0         MGMT_UI :Web interface started new upload (handle = 2)
0d,00:03:36.19> LVL:2 RC:   0    MGMT_FW_PROV :File hdr(RELEASE): incompatible release, hdr: E4 R5.05 L2.01 F1.05 D2 B0 P1   
0d,00:03:36.20> LVL:2 RC:   0    MGMT_FW_PROV :New firmware build suffix is:           
0d,00:03:36.20> LVL:2 RC:   0    MGMT_FW_PROV :New firmware tag is: release/fw/r5_5@46605.a7e547e 
0d,00:03:36.20> LVL:2 RC:   0    MGMT_FW_PROV :Download incomplete - invalid firmware release for this platform
0d,00:03:45.71> LVL:2 RC:   0         MGMT_UI :Web interface finished upload (handle = 2)
0d,00:03:45.71> LVL:2 RC:   0    MGMT_FW_PROV :Download incomplete

 

Cause

When installing firmware on a PCoIP Remote Workstation Card or PCoIP Zero Client, the unit will validate the firmware image and check to see if the hardware is supported by the firmware. Every model of PCoIP Remote Workstation Card and PCoIP Zero Client will have a version of firmware that it was initially qualified for when it was first developed. The PCoIP Remote Workstation Card and PCoIP Zero Client can be downgraded as far as that version but upgraded to the latest. The version of Firmware the unit ships with may not be the first version it was qualified for or the latest.

 

Resolution

There is no way to downgrade the firmware past the initial version the PCoIP Remote Workstation Card or PCoIP Zero Client was qualified to run with. The environment the PCoIP Remote Workstation Card or PCoIP Zero Client will operate in must be upgraded for compatibility.

Running the latest version of HP Anyware, PCoIP Zero Client Firmware and the PCoIP Remote Workstation Card firmware is highly recommended by Teradici to obtain the latest features, security and bug fixes. 

NOTE: When downgrading any firmware it is advisable to do a factory reset prior to the downgrade.