Sansa Recovery Error

Hello there!,

I’m having problems with my Sansa, it’s and older model called SDMX8-N-4096. Here’s the picture:

Sansa

When I turn on the mp4 I get a message saying that a recovery is needed. I tried using the recovery tool several times but it always gives me an error at the end when saying “Receiving software”. Here’s the last bit of the log:

04 Aug 2009 08:46:55,750 INFO - found a device! 04 Aug 2009 08:46:55,750 INFO - Attempting to open \\?\usb#vid\_0781&pid\_7482#5&7ad77ff&0&1#{088db354-111f-11db-9804-b622a1ef5492} 04 Aug 2009 08:46:55,750 INFO - opened device! 04 Aug 2009 08:46:55,750 INFO - completeDeviceName = (\\?\usb#vid\_0781&pid\_7482#5&7ad77ff&0&1#{088db354-111f-11db-9804-b622a1ef5492}\PIPE01) 04 Aug 2009 08:46:55,750 INFO - found a device! 04 Aug 2009 08:46:55,750 INFO - Attempting to open \\?\usb#vid\_0781&pid\_7482#5&7ad77ff&0&1#{088db354-111f-11db-9804-b622a1ef5492} 04 Aug 2009 08:46:55,750 INFO - opened device! 04 Aug 2009 08:46:55,750 INFO - completeDeviceName = (\\?\usb#vid\_0781&pid\_7482#5&7ad77ff&0&1#{088db354-111f-11db-9804-b622a1ef5492}\PIPE00) 04 Aug 2009 08:46:55,750 INFO - Can't write connect packet! 04 Aug 2009 08:46:55,750 INFO - Error waiting for device ACK! 04 Aug 2009 08:46:55,765 INFO - 04 Aug 2009 08:46:55,765 INFO - ZAP Recover output end. 04 Aug 2009 08:46:55,765 ERROR - Unexpected error occurred while recovering the device. ZING.DeviceRecovery.Managers.CouldNotRecoverDeviceException: zaprecover tool failed to copy ZAP image to the device. Exit code [-1] at ZING.DeviceRecovery.Managers.DeviceRecoveryManager.RecoverDeviceInternal(Object notUsed) ===== End execution =====

I hope someone can give me a hint to fix this, thanks in advance!

The recently started “recovery” thread discusses problems running the Sansa Connect Recovery Tool.  There has been some problem which seems to have developed recently regarding downloading firmware from zing.net.  Could you post the part of your log that immediately follows the line:

INFO - Requesting images from [https://SC01-P032.zing.net/UserPortal/Updates/Recovery.aspx?_zinfo=zkf%3D0.0.0.1%2Cd%3D003500000da4b464402f654403007f07%2Cv%3D2]

But the error you posted appears to be related to the USB operations.  I’d suggest trying a different USB port, and verifying that your USB cable is OK.

Hi!, thanks for your reply!. I tried using a different usb cable and port as well. When I try to use another computer it always tells me that there’s no internet connection and I’ve already tried in 3 different computers running XP but different service packs. Nothing seems to work!. I will post the whole log thanks a lot!

===== Begin execution =====
06 Aug 2009 14:11:36,968 INFO - Executing process C:\Program Files\SanDisk\Sansa Connect Device Recovery.\cmdline\zsi_fw.exe -r 32…
06 Aug 2009 14:11:37,328 INFO - ZSI FW load starting.
06 Aug 2009 14:11:37,328 INFO - Open USB Device start
06 Aug 2009 14:11:37,328 INFO - found a device!
06 Aug 2009 14:11:37,328 INFO - Attempting to open \?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66}
06 Aug 2009 14:11:37,328 INFO - opened device!
06 Aug 2009 14:11:37,328 INFO - completeDeviceName = (\?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66})
06 Aug 2009 14:11:37,328 INFO - Opened successfully.
06 Aug 2009 14:11:37,328 INFO - data completeDeviceName = (\?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66}\PIPE01)
06 Aug 2009 14:11:37,328 INFO - Opened successfully.
06 Aug 2009 14:11:37,328 INFO - ID: 003507040d2cce41a8b5fb9e0300a48d
06 Aug 2009 14:11:37,343 INFO - Device ID=[003507040d2cce41a8b5fb9e0300a48d]
06 Aug 2009 14:12:01,468 INFO - Requesting images from [https://SC01-P032.zing.net/UserPortal/Updates/Recovery.aspx?_zinfo=d%3D003507040d2cce41a8b5fb9e0300a48d%2Czkf%3D0.0.0.1%2Cv%3D2]
06 Aug 2009 14:12:06,875 ERROR - Exception when trying to get firmware images: System.Net.WebException: The remote server returned an error: (304) Not Modified.
   at System.Net.HttpWebRequest.GetResponse()
   at ZSIServices.ZRequest.GetResponse()
   at ZING.DeviceRecovery.Managers.DeviceRecoveryManager.RequestFirmwareImagesFromService(ZUserAgent userAgent, ZDeviceInfo deviceInfo, ZAccess access)
06 Aug 2009 14:12:06,953 INFO - Calling sw update tool with => [“C:\Program Files\SanDisk\Sansa Connect Device Recovery.\cmdline\zsi_fw.exe” -w “C:\Program Files\SanDisk\Sansa Connect Device Recovery\RecoveryImages\003507040d2cce41a8b5fb9e0300a48d\everest_vmlinux_ext_prod_1.1.1.50239.srr.e” “C:\Program Files\SanDisk\Sansa Connect Device Recovery\RecoveryImages\003507040d2cce41a8b5fb9e0300a48d\everest_initrd_ext_prod_1.1.1.50239.srr.e”]
06 Aug 2009 14:12:06,968 INFO - sw update tool output – start:
06 Aug 2009 14:12:07,031 INFO - ZSI FW load starting.
06 Aug 2009 14:12:07,078 INFO - Found encrypted file: everest_vmlinux_ext_prod_1.1.1.50239.srr.e
06 Aug 2009 14:12:07,125 INFO - Found encrypted file: everest_initrd_ext_prod_1.1.1.50239.srr.e
06 Aug 2009 14:12:07,125 INFO - Open USB Device start
06 Aug 2009 14:12:07,140 INFO - found a device!
06 Aug 2009 14:12:07,140 INFO - Attempting to open \?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66}
06 Aug 2009 14:12:07,140 INFO - opened device!
06 Aug 2009 14:12:07,140 INFO - completeDeviceName = (\?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66})
06 Aug 2009 14:12:07,140 INFO - Opened successfully.
06 Aug 2009 14:12:07,140 INFO - data completeDeviceName = (\?\usb#vid_0781&pid_7481#5&2ad2f960&0&3#{184954e0-9128-11db-b606-0800200c9a66}\PIPE00)
06 Aug 2009 14:12:07,140 INFO - Opened successfully.
06 Aug 2009 14:12:07,171 INFO - Loading: 1008000 16809984 1754944
06 Aug 2009 14:12:08,734 INFO - Done!
06 Aug 2009 14:12:08,734 INFO - Loading: 4400020 4294967295 1783808
06 Aug 2009 14:12:10,312 INFO - Done!
06 Aug 2009 14:12:10,375 INFO -
06 Aug 2009 14:12:10,375 INFO - sw update tool returned with exit code [0]
06 Aug 2009 14:12:10,375 INFO - sw update tool output – end
06 Aug 2009 14:12:10,406 INFO - CopyZAPImageToDevice => [“C:\Program Files\SanDisk\Sansa Connect Device Recovery.\cmdline\zaprecover.exe” -t 600000 -f “C:\Program Files\SanDisk\Sansa Connect Device Recovery\RecoveryImages\003507040d2cce41a8b5fb9e0300a48d\yeverest_zap_ota_rel_1.1.2.65799.tar.gz.e” “C:\Program Files\SanDisk\Sansa Connect Device Recovery\RecoveryImages\003507040d2cce41a8b5fb9e0300a48d\yeverest_zap_ota_rel_ext_prod_1.1.2.65799.sig”]
06 Aug 2009 14:12:10,640 INFO - ZAP Recover output start:
06 Aug 2009 14:12:10,671 INFO - ZSI FW load starting.
06 Aug 2009 14:12:10,734 INFO - Found encrypted file: yeverest_zap_ota_rel_1.1.2.65799.tar.gz.e
06 Aug 2009 14:12:10,734 INFO - Found unencrypted file: C:\Program Files\SanDisk\Sansa Connect Device Recovery\RecoveryImages\003507040d2cce41a8b5fb9e0300a48d\yeverest_zap_ota_rel_ext_prod_1.1.2.65799.sig
06 Aug 2009 14:14:00,750 INFO - found a device!
06 Aug 2009 14:14:00,750 INFO - Attempting to open \?\usb#vid_0781&pid_7482#5&2ad2f960&0&3#{088db354-111f-11db-9804-b622a1ef5492}
06 Aug 2009 14:14:00,750 INFO - opened device!
06 Aug 2009 14:14:00,750 INFO - completeDeviceName = (\?\usb#vid_0781&pid_7482#5&2ad2f960&0&3#{088db354-111f-11db-9804-b622a1ef5492}\PIPE01)
06 Aug 2009 14:14:00,750 INFO - found a device!
06 Aug 2009 14:14:00,750 INFO - Attempting to open \?\usb#vid_0781&pid_7482#5&2ad2f960&0&3#{088db354-111f-11db-9804-b622a1ef5492}
06 Aug 2009 14:14:00,750 INFO - opened device!
06 Aug 2009 14:14:00,750 INFO - completeDeviceName = (\?\usb#vid_0781&pid_7482#5&2ad2f960&0&3#{088db354-111f-11db-9804-b622a1ef5492}\PIPE00)
06 Aug 2009 14:14:00,750 INFO - Can’t write connect packet!
06 Aug 2009 14:14:00,750 INFO - Error waiting for device ACK!
06 Aug 2009 14:14:00,750 INFO -
06 Aug 2009 14:14:00,750 INFO - ZAP Recover output end.
06 Aug 2009 14:14:00,750 ERROR - Unexpected error occurred while recovering the device.
ZING.DeviceRecovery.Managers.CouldNotRecoverDeviceException: zaprecover tool failed to copy ZAP image to the device. Exit code [-1]
   at ZING.DeviceRecovery.Managers.DeviceRecoveryManager.RecoverDeviceInternal(Object notUsed)
===== End execution =====

@sousuke wrote:

Hi!, thanks for your reply!. I tried using a different usb cable and port as well. When I try to use another computer it always tells me that there’s no internet connection and I’ve already tried in 3 different computers running XP but different service packs. Nothing seems to work!. I will post the whole log thanks a lot!

When you tried a different USB port, did you try a port on the back of your PC?

Also, was the log you posted from the first computer, or the second?  If you haven’t already, please post the log from the attempt on the computer that told you there was no internet connection.

Hi, thanks again for your quick reply!. Here’s the log you asked for, I hope it helps,

===== Begin execution =====
06 Aug 2009 15:36:34,656 INFO - Executing process C:\Program Files\SanDisk\Sansa Connect Device Recovery.\cmdline\zsi_fw.exe -r 32…
06 Aug 2009 15:36:34,750 INFO - ZSI FW load starting.
06 Aug 2009 15:36:34,750 INFO - Open USB Device start
06 Aug 2009 15:36:34,750 INFO - found a device!
06 Aug 2009 15:36:34,750 INFO - Attempting to open \?\usb#vid_0781&pid_7481#5&7ad77ff&0&1#{184954e0-9128-11db-b606-0800200c9a66}
06 Aug 2009 15:36:34,750 INFO - opened device!
06 Aug 2009 15:36:34,750 INFO - completeDeviceName = (\?\usb#vid_0781&pid_7481#5&7ad77ff&0&1#{184954e0-9128-11db-b606-0800200c9a66})
06 Aug 2009 15:36:34,750 INFO - Opened successfully.
06 Aug 2009 15:36:34,750 INFO - data completeDeviceName = (\?\usb#vid_0781&pid_7481#5&7ad77ff&0&1#{184954e0-9128-11db-b606-0800200c9a66}\PIPE01)
06 Aug 2009 15:36:34,750 INFO - Opened successfully.
06 Aug 2009 15:36:34,750 INFO - ID: 003507040d2cce41a8b5fb9e0300a48d
06 Aug 2009 15:36:34,765 INFO - Device ID=[003507040d2cce41a8b5fb9e0300a48d]
06 Aug 2009 15:37:13,421 INFO - Requesting images from [https://SC01-P031.zing.net/UserPortal/Updates/Recovery.aspx?_zinfo=d%3D003507040d2cce41a8b5fb9e0300a48d%2Czkf%3D0.0.0.1%2Cv%3D2]
06 Aug 2009 15:37:23,531 ERROR - Exception when trying to get firmware images: System.Net.WebException: The remote server returned an error: (304) Not Modified.
   at System.Net.HttpWebRequest.GetResponse()
   at ZSIServices.ZRequest.GetResponse()
   at ZING.DeviceRecovery.Managers.DeviceRecoveryManager.RequestFirmwareImagesFromService(ZUserAgent userAgent, ZDeviceInfo deviceInfo, ZAccess access)
===== End execution =====

Thanks!

It’s really strange.  Sometimes the recovery tool exits when it gets that “(304) Not Modified” error from the zing.net server, but sometimes it doesn’t.

You could try the recovery tool several times, but if that doesn’t work, all I can suggest is that you contact SanDisk technical support.  Maybe if several people mention this problem, they’ll take it seriously.  Then again, the Connect has been discontinued, so …

Hello. Did you ever resolve the problem? - I have the same exact problem with a Sansa Connect I just bought yesterday. Tried to run the Recovery Tool, it couldn’t ‘see’ an internet connection on two computers with perfect internet connection, and now it’s frozen with the Recovery Tool screen. When I turn off and on - Recovery screen come back. I hope you’ve found a solution by now. Thanks

I also atempted to use the recovery tool. The program could not access the internet. I tried installing the program on 3 different computers. It bricked my Sansa Connect. I also tried the command line code suggested. I could not find all the programs mentioned in the code. I tried that DOS three times. No effect.

 http://forums.sandisk.com/sansa/board/message?board.id=connect&thread.id=685&view=by_date_ascending&page=5

I was left with a Sansa Connect stuck with the Recover Window stuck in the middle of the screen (not even in color.) Very frustrating.

Next, I spent time with John at Sandisk Tech Support. He was very friendly and anxious to help. After I explained to him what had happened, he asked me a few questions and checked with a higher level tech. He said I had an non-functioning unit. There was nothing they could do to help. He actually said it was “bricked”. He mentioned they had been having some trouble with the recovery program. That’s probably why they took it off of their web site. In fact, there doesn’t seem to be any refererence to the “Sansa Connect” on the Sandisk support site anymore.

He told me that I should return the unit to the vendor. He said that if they gave me any trouble, that I was to call back with my reference number and they would stand behind it. My unit was suppose to be new and it came in a white box sealed in a plastic frame. I received the unit two days ago and sent it back to the vendor with a supplied prepaid label yesterday. I don’t think I want to try the recovery program on my replacement.

Any solutions?

(I tried to post this here, but did something wrong and it ended up on some other page. Sorry for the repeat.)

“He mentioned they had been having some trouble with the recovery program.”

I’m not sure why that would be, unless he’s referring to the problem with the recovery program not being able to download the firmware from zing.net.  That’s not a problem with the program, though, really … it’s just some issue at the zing.net site.  I don’t know why the heck SanDisk doesn’t host the firmware images on one of its own servers.

Here is another link where you can try to download the recovery tool :wink:

http://kb.sandisk.com/app/answers/detail/a_id/863/kw/863/r_id/101834 

Hello there,

Sorry I never answered back. I still haven’t found a way to resolve this issue. But since they told me they no longer bring support, I left it there. I might try installing Linux if I can, I don’t know

Did you try the suggestions in this thread:

http://forums.sandisk.com/sansa/board/message?board.id=connect&thread.id=2515

?

Hello PromisedPlanet,

Thanks again for answering!. I have tried everything in that thread and I’m getting pretty much the same:


 C:\Archivos de programa\SanDisk\Sansa Connect Device Recovery\cmdline>zsi_fw.exe
 -w everest_vmlinux_ext_prod_1.1.1.50239.srr.e everest_initrd_ext_prod_1.1.1.502
39.srr.e
Acceso denegado.

C:\Archivos de programa\SanDisk\Sansa Connect Device Recovery\cmdline>zsi_fw.exe
 -w everest_vmlinux_ext_prod_1.1.1.50239.srr.e everest_initrd_ext_prod_1.1.1.502
39.srr.e
ZSI FW load starting.
Found encrypted file: everest_vmlinux_ext_prod_1.1.1.50239.srr.e
Found encrypted file: everest_initrd_ext_prod_1.1.1.50239.srr.e
Open USB Device start
device failed to open.
no more items. done.
Failed to GetUsbDeviceFileName err - 0

C:\Archivos de programa\SanDisk\Sansa Connect Device Recovery\cmdline>zsi_fw.exe
 -w everest_vmlinux_ext_prod_1.1.1.50239.srr.e everest_initrd_ext_prod_1.1.1.502
39.srr.e
ZSI FW load starting.
Found encrypted file: everest_vmlinux_ext_prod_1.1.1.50239.srr.e
Found encrypted file: everest_initrd_ext_prod_1.1.1.50239.srr.e
Open USB Device start
found a device!
Attempting to open \?\usb#vid_0781&pid_7481#5&9cb0969&0&3#{184954e0-9128-11db-b
606-0800200c9a66}
opened device!
completeDeviceName = (\?\usb#vid_0781&pid_7481#5&9cb0969&0&3#{184954e0-9128-11d
b-b606-0800200c9a66})
Opened successfully.
data completeDeviceName = (\?\usb#vid_0781&pid_7481#5&9cb0969&0&3#{184954e0-912
8-11db-b606-0800200c9a66}\PIPE00)
Opened successfully.
Loading: 1008000 16809984 1754944
Done!
Loading: 4400020 4294967295 1783808
Done!

C:\Archivos de programa\SanDisk\Sansa Connect Device Recovery\cmdline>zaprecover

ZSI FW load starting.
Usage for ZAPRecover:
-f [filename]

C:\Archivos de programa\SanDisk\Sansa Connect Device Recovery\cmdline>zaprecover
.exe -t 600000000 -f yeverest_zap_ota_rel_1.1.2.65799.tar.gz.e yeverest_zap_ota_
rel_ext_prod_1.1.2.65799.sig
ZSI FW load starting.
Found encrypted file: yeverest_zap_ota_rel_1.1.2.65799.tar.gz.e
Found unencrypted file: yeverest_zap_ota_rel_ext_prod_1.1.2.65799.sig
found a device!
Attempting to open \?\usb#vid_0781&pid_7482#5&9cb0969&0&3#{088db354-111f-11db-9
804-b622a1ef5492}
opened device!
completeDeviceName = (\?\usb#vid_0781&pid_7482#5&9cb0969&0&3#{088db354-111f-11d
b-9804-b622a1ef5492}\PIPE01)
found a device!
Attempting to open \?\usb#vid_0781&pid_7482#5&9cb0969&0&3#{088db354-111f-11db-9
804-b622a1ef5492}
opened device!
completeDeviceName = (\?\usb#vid_0781&pid_7482#5&9cb0969&0&3#{088db354-111f-11d
b-9804-b622a1ef5492}\PIPE00)
Can’t write connect packet!
Error waiting for device ACK!


I don’t really understand the last bit. Why can’t it write the packet?,

Thanks!

[EDIT 2: I now see that PromisedPlanet’s 2nd command has in it: 600000 but yours has 600000000.  Try again after fixing.]

[EDIT: I now see that you got the first command to work.  So it’s not the identical problem, sorry.  You could still try again from scratch, because maybe you made some tiny error like I seemed to have done, but on the second command?  I know this sounds dumb, because there seems to be no reason your command isn’t correct.  But maybe it’s worth a try.]

I continually got that same error on the first command: “failed to open.”  I ran the procedure maybe 10 times, in recovery.bat and individually using the command line.  I even did it the way that yourgay50 suggested on page two of that thread (the main difference seemed to be in his step 2 that you had to install in C:\Program Files, but that didn’t work for me (I had to first uninstall my existing Sansa Connect Recovery Tool app, and subsequently install in C:\Program Files, but that lost the two files msvcp80.dll and msvcr80.dll, so I had to uninstall again and reinstall the regular way, not Custom Installation).

I reviewed everything I did, carefully comparing (but only visually) what I put in recovery.bat and what was in the post.  No luck.

Finally, I redid everything again from scratch.  It worked!  I don’t know why, but assume I made some small error in creating recovery.bat, though I’m not sure.  (The speaker doesn’t work on this new Connect, but I assume that’s a hardware defect and not related to the recovery procedure.  Unless everyone else chimes in that their speakers don’t work either.)

So my suggestion is to try again from the beginning.  But I can’t say that it will work or why it may work, just that it did for me.

Kudos to PromisedPlanet for giving us back our wireless internet radio.

Message Edited by jj2me on 09-29-2009 05:56 AM

Message Edited by jj2me on 09-29-2009 06:01 AM

jj2me, I think it was you that originally pointed out that these “no wifi” Connects could have their WiFi restored, in the first place!  If so, kudos to you.

Sousuke, I’m not sure but the error messages you’re getting point to a possible USB problem.  First thing I’d recommend is that you use a different USB port, preferably one on the back of your PC.  It may be an issue of requiring a “high power” USB connection.

After that, I’d suggest trying the usual things like a different USB cable if possible, and trying it on a different PC.

I’m not sure about the quality of the Connect’s USB implementation.  It will usually timeout on long data transfers, such as filling an inserted microSDHC card as someone complained about recently … though this may actually be an issue with the MTP implementation, and not USB.

Message Edited by PromisedPlanet on 09-29-2009 07:38 AM

I honestly don’t know what’s going on. I tried it in 5 different computers, with three different USB cables and I keep getting the same in all five of them.

Cannot write ACK packet and my sansa displayes “Performing recovery” and two seconds later “Recovery Failed”,

Thanks again for trying! 

Hey,

I finally found a solution. I put the Sansa Connect on the floor and ran it over with my car. I know it isn’t the wisest thing to do, but hey it felt great!. Thanks everyone for your help, I really appreciate it!

How’d you fit your car into your house?

On the road, no need to be sarcastic lol

So your parameter value of 600000000 instead of 600000 has no impact?

And did you try recreating recovery.bat from the original post?

Or is it really in pieces in your tires?