pxt-calliope/docs/device/windows-app/troubleshoot.md

# Troubleshooting downloads from the Windows 10 App

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Is the [Windows App](https://www.microsoft.com/store/apps/9pjc7sv48lcx) not downloading your program properly? Let's try to figure out why!

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## Step 1: Check your cable

Make sure that your @boardname@ is connected to your computer with a micro USB cable. You should see a **MICROBIT** drive appear in Windows Explorer when it's connected. 

![MICROBIT drive](/static/mb/device/windows-microbit-drive.png)

**If you can see the MICROBIT drive go to step 2**.

If you can't see the drive:
* Make sure that the USB cable is working.
>Does the cable work on another computer? If not, find a different cable to use. Some cables may only provide a power connection and don't actually transfer data.
* Try another USB port on your computer.

Is the cable good but you still can't see the **MICROBIT** drive? Hmm, you might have a problem with your @boardname@. Try the additional steps described in the [fault finding](https://support.microbit.org/support/solutions/articles/19000024000-fault-finding-with-a-micro-bit) page at microbit.org. If this doesn't help, you can create a [support ticket](https://support.microbit.org/support/tickets/new) to notify the Micro:bit Foundation of the problem. **Skip the rest of these steps**.

## Step 2: Check your firmware version

It's possible that the firmware version on the @boardname@ needs an update. Let's check:

1. Go to the **MICROBIT** drive.
2. Open the **DETAILS.TXT** file.<br/>
![](/static/mb/device/mb-drive-contents.jpg)<br/>
3. Look for a line in the file that says the version number. It should say **Version: \.\.\.**
![](/static/mb/device/details-txt.jpg)<br/>

If the version is **0234**, you **NEED** to update the [firmware](/device/firmware) on your @boardname@. Go to **Step 3** and follow the upgrade instructions.

If the version is **0241**, **0243** or higher, **you have the right firmware**. You can create a [support ticket](https://support.microbit.org/support/tickets/new) to notify the Micro:bit Foundation of the problem. **Skip the rest of these steps**.

## Step 3: Upgrade the firmware

1. Put your @boardname@ into **MAINTENANCE Mode**. To do this, unplug the USB cable from the @boardname@ and then re-connect the USB cable while you hold down the reset button. Once you insert the cable, you can release the reset button. You should now see a **MAINTENANCE** drive instead of the **MICROBIT** drive like before. Also, a yellow LED light will stay on next to the reset button.
![MAINTENANCE gesture](/static/mb/device/maintenance.gif)
2. **[Download the firmware .hex file](https://support.microbit.org/helpdesk/attachments/19008095092)**
3. Drag and drop that file onto the **MAINTENANCE** drive.
4. The yellow LED will flash while the `HEX` file is copying. When the copy finishes, the LED will go off and the @boardname@ resets. The **MAINTENANCE** drive now changes back to **MICROBIT**.
5. The upgrade is complete! You can open the **DETAILS.TXT** file to check and see that the firmware version changed to the match the version of the `HEX` file you copied.

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If you want to know more about connecting the board, MAINTENANCE Mode, and upgrading the firmware, read about it in the [Firmware support page](https://support.microbit.org/support/solutions/articles/19000019131-how-to-upgrade-the-firmware-on-the-micro-bit).

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