Knowledge Base

Article 5985396

Recovering a NEO that has been interrupted during an update process and will no longer respond to a reset.


Product: NEO

Platform: Macintosh, Windows

Last Updated: 7/25/2019


Issue:

Recovering a NEO that has been interrupted during an update process and will no longer respond to a reset.

Resolution:

There is a recovery process for a NEO that has been interrupted during an update process.  It's called putting the NEO in Small ROM mode.  The Small ROM is like the BIOS in your computer, it is very small, but it contains critical communication drivers that will allow you to restore the NEO after a catastrophic failure.  It is unlikely that the Small ROM would become corrupted or damaged, which means you should be able to recover the NEO using NEO Manager*.

You will need to follow these steps:

1)    Press and hold <comma>, <period>, <forward slash>, and <right-shift>.  While holding these four keys press <on/off>.

NOTE: If the NEO doesnt respond to the <on/off> key, connect a live USB cable to the NEO while holding the four keys down.  The USB connection should turn the NEO on.

2)    You will be prompted to "Enter Small ROM Password."  The password is ernie.

3)    Connect the NEO to NEO Manager via a USB cable or an AlphaHub.

4)    Click on the NEO Manager menu, and then select Preferences.

5)    Place a check in the check box next to "Replace SmartApplets on device with SmartApplets from computer".

6)    Close out of the Preferences menu.

7)    Click on the Setup menu, and then select Reset All NEO Devices.

8)    Click the [Yes] button to proceed with the reset.

If you continue to receive errors after following these steps, then you may have corrupted SmartApplets on your NEO.  This is always the case if Co:Writer was not installed successfully.  You will then need to follow these steps:

1)    Disconnect the NEO from NEO Manager.

2)    Press and hold the <left-shift> and <tab> keys while you power on the NEO.

NOTE: If the NEO turns on briefly, but then powers off after step # 2 perform a factory default reset using instructions from KB article #5192042, then try step #2 again.

3)    The NEO should either display the "Attempting to enter the Updater Mode" message or display the Applets menu.

4)    Launch NEO Manager, and add a SmartApplet to the install list that is not utilized by Co:Writer, such as the Calculator or Beamer SmartApplets.

5)    Make sure to check the box that says "Delete SmartApplets that are not in the Install List from NEO Devices.

6)    Go to the Send List tab and click the [Send] button.  You may get a few errors on the NEO that require you to press a key to clear.  Go ahead and press the space bar and the update should continue.

Completing this second set of steps will remove any SmartApplets that were not included in the Send List and you should now be able to install any additional SmartApplets back on the NEO at this time.  If you still continue to receive errors, attempt these steps again; however choose a different SmartApplet in step #4.

*Beginning March 5, 2010, NEO Manager replaced AlphaSmart Manager 2.


Keywords: 5985396, ernie, bus, error, address; bad co:writer, ZKBAlphaSmart

NEO is a trademark of Renaissance Learning, Inc. and its subsidiaries, registered, common law, or pending registration in the United States and other countries.

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