You should make recovery mode on your player then make firmware upgrade.
The recovery mode:
1. On your Sansa player, press and hold the
Power/Menu button for 15 seconds to turn the device completely off.
2. Slide the
Hold switch so the orange portion shows.
3. On your PC, double-click
My Computer
4. On your Sansa player, press and hold the
REC button while connecting it to the PC.
5. Release the
REC button when a
16MB-FORMAT drive partition appears under
My Computer.
If this work, this link helps you to upgrade:
http://kb.sandisk.com/app/answers/detail/a_id/306I hope I could help.
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