Touch screen update keeps showing "Version not compatible with hardware" error.

[SharjeelP]

Hi,

I have a Citroen eC4 shine plus. I recently attempted to use some of the free services on the My Citroen app as the "Charge" & "Climate" services were free. After attempting to use these feature the My Citroen app keeps telling me to update the SW on my car's touchscreen. I then proceeded with downloading the Citroen Update desktop application onto my laptop and used a blank 256GB USB with Citroen update app to do the update on my car. The Citroen update app is download the updates fine and formatting the USB without issue, however, when I actually insert the USB into the USB-C port of my car the car shows a message stating "Version not compatible with hardware" which I am not able to do anything about.

I have asked the a Citroen dealer who have said that I will need to pay them to perform the update, however, I only bought this car 2nd hand a little more than a week ago and unfortunately as this error is not due to an obvious electrical fault in my car so the warranty supplier is not covering it.

Does anyone have any experience with this error and what I can do to resolve this issue?

[Paul-R]

How old is the vehicle?

[rui_saraiva]

You probably have a NAC_EUR_WAVE4 infotainment system and the "Citroën Update" software is wrongly offering the 44.06.44.22_NAC-r0 firmware and the 15.0.0-r0 European map. Both are old versions and have expired signing certificates, that's why you're seeing the generic "version not compatible with hardware" error.

Latest versions for that system are:
* 44.07.33.32_NAC-r0 (that's the only version that could be installed at the moment);
* 17.0.0-r0 European map (but a new version is expected in a couple of months).

To install any of those versions you have to prepare the USB flash drive manually - extract the .tar update file (avoid using WinZip) to a FAT32-formatted USB flash drive.

[Sloppysod]

......To install any of those versions you have to prepare the USB flash drive manually - extract the .tar update file (avoid using WinZip) to a FAT32-formatted USB flash drive.

Windows will by default format a drive bigger than 32gb as NTFS, you have to make sure it's using FAT32.

[RobertBu]

You probably have a NAC_EUR_WAVE4 infotainment system and the "Citroën Update" software is wrongly offering the 44.06.44.22_NAC-r0 firmware and the 15.0.0-r0 European map. Both are old versions and have expired signing certificates, that's why you're seeing the generic "version not compatible with hardware" error.

Latest versions for that system are:
* 44.07.33.32_NAC-r0 (that's the only version that could be installed at the moment);
* 17.0.0-r0 European map (but a new version is expected in a couple of months).

To install any of those versions you have to prepare the USB flash drive manually - extract the .tar update file (avoid using WinZip) to a FAT32-formatted USB flash drive.

Hello I have recently bought a 2021 Opel Mokka E, I tried to update it via Opel app and I have the same answer " Version not compatible with hardware" error. I have read thru the topic here and I have concerns about my update. Do you know if the link with the PSA updates are good also for my Opel Mokka E 2021?

Thanks for support!

[rui_saraiva]

@RobertBu: That's probably a NAC_EUR_WAVE4 (but you can input your VIN on my page to verify it) and those updates can be used in any Citroën, DS, Opel, Peugeot and Toyota with that system.

The "version not compatible with hardware" is a generic error and rarely related to hardware incompatibilities...
You also need to identify your current firmware version: Hours/cog, OPTIONS, System settings, System info, View.

* With a NAC_EUR_WAVE4 system, you'll get that error if you already have a version newer than 44.06.44.22_NAC-r0 (the version offered by the Opel Update/MyOpel), such as 44.07.05.22_NAC-r0 or 44.07.33.32_NAC-r0 - ignore the official update software, you can't downgrade the firmware anyway;
* With a NAC_EUR_WAVE3 system, but with a 44.0x.xx.xx firmware installed, the above applies, but you are offered the 42.03.33.42_NAC-r0 firmware and there are a bunch more of newer firmware versions.

What is your infotainment system and what is your current firmware version?

[Anya1st]

I’m having the same issue with my 2022 C4. I’ve tried to update to the new version but keeps saying not compatible with hardware. When I click on settings and check the version it’s showing its on version: 43.04.27.52_NAC-r0 can anyone help?

[dbozhinoski]

Same issue on Opel mokka 2021 currently running 42.03.31.32_NAC-r0 trying to update to 44.06.44.22 or 44.07.33.32_NAC-r0, getting "version not compatible with hardware. Anyone that faced this?

[rui_saraiva]

@Anya1st
@dbozhinoski

On my page you can input your VIN to see the infotainment system used.

As I wrote, if it is a NAC_EUR_WAVE3 you can't update the firmware. You can update the maps manually (without using the official Citroën/DS/Opel/Peugeot/Vauxhall Update), with any of the NAC_EUR_WAVE4 updates available.

If it is a NAC_EUR_WAVE4, you can update the firmware to the 44.07.33.32_NAC-r0 version, but you have to do it manually. You can update the maps using the official software.

[dbozhinoski]

@Anya1st
@dbozhinoski

On my page you can input your VIN to see the infotainment system used.

As I wrote, if it is a NAC_EUR_WAVE3 you can't update the firmware. You can update the maps manually (without using the official Citroën/DS/Opel/Peugeot/Vauxhall Update), with any of the NAC_EUR_WAVE4 updates available.

If it is a NAC_EUR_WAVE4, you can update the firmware to the 44.07.33.32_NAC-r0 version, but you have to do it manually. You can update the maps using the official software.

Hi Rui, thank you for the fast response. I downloaded the 44.07.33.32_NAC-r0 from here . I tried with license generated by opel update app, tried without license folder (with hotspot from my phone) and tried a license generated from majestic-web app. Nothing changed, i am using FAT32 formatted 32gb usb drive, deleted all the hidden files, no progress sadly
@rui_saraiva

[rui_saraiva]

@dbozhinoski: Is your system identified as a NAC_EUR_WAVE3 in my page (bottom of main page, input your VIN)?

You can't use the license from the Opel Update software because although it's for your car head unit (UIN - Unique Identification Number), it's for another firmware version (UpdateID/MediaVersion).

[dbozhinoski]

@dbozhinoski: Is your system identified as a NAC_EUR_WAVE3 in my page (bottom of main page, input your VIN)?

You can't use the license from the Opel Update software because although it's for your car head unit (UIN - Unique Identification Number), it's for another firmware version (UpdateID/MediaVersion).

No, it is NAC_EUR_WAVE4 system @rui_saraiva

[rui_saraiva]

Is the firmware version offered by the Opel Update the 44.06.44.22_NAC-r0 (UpdateID 001315031671116172)? What is the filename in the /license folder?

[dbozhinoski]

Is the firmware version offered by the Opel Update the 44.06.44.22_NAC-r0 (UpdateID 001315031671116172)? What is the filename in the /license folder?

license_0D01101DA9D4D1E2992A_001315031671116172.key

[rui_saraiva]

Copy this license key
https://majestic-web.mpsa.com/mjf00-web ... D4D1E2992A
to a "\license" folder in a USB flash drive with the 44.07.33.32_NAC-r0 firmware version (UpdateID 001315031692686757).