GS-911 update error

[BillWright]

Hi

I tried to update the GS-911 wifi yesterday. I tried a laptop & desktop Mac with the same result.
As shown in the screenshot, the error for D2D comes up.

I changed mode via the button on the unit, and it won't connect to any network; all lights are green.

Could anyone tell me where I'm going wrong, please? I've updated two or three times previously with no problem

 

[PitaNaanRoti]

I’ve had this repeatedly on mac for months. Refuses to finish downloading with a server error.
Managed to get it to work on a windows eventually.

 

[HEX Support]

Hi

I tried to update the GS-911 wifi yesterday. I tried a laptop & desktop Mac with the same result.
As shown in the screenshot, the error for D2D comes up.

I changed mode via the button on the unit, and it won't connect to any network; all lights are green.

Could anyone tell me where I'm going wrong, please? I've updated two or three times previously with no problem

Hi BillWright

It could be that your internet connection is blocking one of the secure ports used by us - generally, connecting your laptop to your mobile phone hotspot is an easy way around this.

In the unlikely event that the update started but something went wrong when extracting/writing the update to the device, you may need to force the legacy firmware recovery as explained on our FAQ below:

How do I recover corrupt firmware? How do I do firmware recovery? - Hex GS-911

www.hexgs911.com

If you have not installed the WiFi utility, you can download it on our downloads page below:

GS-911 Downloads - Hex GS-911

THE HEX GS-911 DOwnloads Scroll down for your device / Operating system combinatioN Copyright Notice: GS-911 and associated material is Copyright © 2005-2025 by HEX Innovate. All rights are reserved. De-compilation, disassembly, reverse-engineering, alteration, use as a reference tool for the...

www.hexgs911.com

Mac and Windows download options are both listed below the GS-911 Diagnostics app download section.

Kind regards

 

[BillWright]

Hi
Every time I try to update it comes up with the error 'Fail to open file:16'.

 

[PitaNaanRoti]

Hi
Every time I try to update it comes up with the error 'Fail to open file:16'.

Yup

 

[BillWright]

Yup

I'm trying on a Windows laptop, what finally fixed it?

 

[PitaNaanRoti]

I'm trying on a Windows laptop, what finally fixed it?

Pass. It decided to go through.
Still not on Mac

 

[HEX Support]

Hi
Every time I try to update it comes up with the error 'Fail to open file:16'.

Failed to open file refers to an issue with the communication on the SD card. You can replace or format the SD card using the steps below:

SD Card Replacement - Hex GS-911

How to replace the SD card Users are sometimes confronted with the error message “Failed to open file: x”, or “Data corruption/File system error”. First, confirm with HEX support that it is indeed your SD card that is causing trouble by sending a debug log captured while the error occurs. You...

www.hexgs911.com

Note however, if the device is still within its 2 year warranty, we can either facilitate a repair or replacement via the distributor you purchased your GS-911 from. If this is the case, you will need to log a support ticket with our helpdesk to obtain a authorisation number.

Kind regards

 

[Bryn]

Hi BillWright

It could be that your internet connection is blocking one of the secure ports used by us - generally, connecting your laptop to your mobile phone hotspot is an easy way around it

Is this something to do with the hidden IP address with Safari? I have had an issue with logging in to The National Lottery through Safari….. it wouldn’t let me in and I got a message saying it looks like you’re out of the UK?

I’ve now got around that by using DuckDuckGo as my Internet browser….. and I get straight in.

Just a thought and it might have nothing to do with the GS 911 but you never know

 

[HEX Support]

Is this something to do with the hidden IP address with Safari? I have had an issue with logging in to The National Lottery through Safari….. it wouldn’t let me in and I got a message saying it looks like you’re out of the UK?

I’ve now got around that by using DuckDuckGo as my Internet browser….. and I get straight in.

Just a thought and it might have nothing to do with the GS 911 but you never know

Hi Bryn

The only part of updating with masked IPs is the authentication step - this is only applicable to the Windows Diagnostics app however, and should not affect a connection via a Mac. The handshake that happens is when you connect to our cloud server, which authenticates the GS-911 as a genuine device. Once that is out of the way, the session is a secure way for us to update.

Kind regards

 

[Victor c]

I had the same issue yesterday. I ended up powering the GS 911 via my phone charger, connecting it to my home Wi-Fi, along with my iPhone 15 and updating it via the phone app. It worked seamlessly that way.

 

[BillWright]

I have now tried two Mac’s, iPad, iPhone & windows laptop. Each time it’s either error 16 or fail to unload package. I set a log file to HEX support but still haven’t heard from them.
I reset the service reminder, but all the higher functions like sports dash, and heated grip settings have disappeared.

It’s not even heavy enough to use as a paperweight

 

[HEX Support]

I have now tried two Mac’s, iPad, iPhone & windows laptop. Each time it’s either error 16 or fail to unload package. I set a log file to HEX support but still haven’t heard from them.
I reset the service reminder, but all the higher functions like sports dash, and heated grip settings have disappeared.

It’s not even heavy enough to use as a paperweight

Hi BillWright

Just to confirm, did you read the response I gave to your original report of the error code? I've included it below

Failed to open file refers to an issue with the communication on the SD card. You can replace or format the SD card using the steps below:
https://www.hexgs911.com/sd-card-replacement/

Note however, if the device is still within its 2 year warranty, we can either facilitate a repair or replacement via the distributor you purchased your GS-911 from. If this is the case, you will need to log a support ticket with our helpdesk to obtain a authorisation number.

Kind regards

Then, without your email address or serial number to identify your log files sent, there isn't a way for us to know which is yours. I would recommend sending us an email on our support mail - [email protected], but as I mentioned above, the error "Failed to open file" refers to an issue with the SD card.

Kind regards

 

[TIJ650]

So, I performed annual service (engine and final drive oil change) on 1200 ADV and R9T.
Service(s) took 2 hours……….and then 4 hour faff with GS911 !!
Short version is, I could connect Mac and iPhone in device to device mode (D2D), but not infrastructure (to all) using Mac utility. You need this to reset service reminders
Anyway, I eventually got Mac to connect to GS911 in infrastructure mode, but lost all connection to web as a result. Managed to connect phone to bike and GS911 to reset service………..but it wasn’t easy and quite a faff for the hard of thinking
My MacBook Pro is 10 years old, GS911 same and up to date iPhone 16E.
Jan and Ruan from Hexinnovate fantastic (and patient) as usual though. Also, I’m not the sharpest knife in the drawer
PS. And with relevance to thread, software update was easy with strong internet signal

 

[BillWright]

Failed to open file refers to an issue with the communication on the SD card. You can replace or format the SD card using the steps below:

SD Card Replacement - Hex GS-911

How to replace the SD card Users are sometimes confronted with the error message “Failed to open file: x”, or “Data corruption/File system error”. First, confirm with HEX support that it is indeed your SD card that is causing trouble by sending a debug log captured while the error occurs. You...

www.hexgs911.com

Note however, if the device is still within its 2 year warranty, we can either facilitate a repair or replacement via the distributor you purchased your GS-911 from. If this is the case, you will need to log a support ticket with our helpdesk to obtain a authorisation number.

Kind regards

Hi

Yes, I did this at the weekend. I thought by email had come up automatically when I sent the log file. I’ll do it again direct to that email address.

Thanks

 

[BillWright]

Finally got his sorted with the advice from Hex Support, thank you.
I changed the SD card over and it updated immediately, no problems at all.