Helix Firmware Update Failed Please Try Again
What To Do If A Firmware Update Fails
If you endeavour to update the firmware on one of your Room Alert Monitors and the process fails, it tin can cause problems with the unit. Typically, these issues can be resolved with a little troubleshooting.
The tabs beneath listing some of the reasons a firmware update might fail, potential symptoms of a failed firmware update, as well as troubleshooting steps.
* Please note that the Room Alert 32S, 12S & 3S are not compatible with Device Director or the Device Discovery utility.
Causes of failures Symptoms of failure Troubleshooting
Select the tabs below to learn well-nigh some of the reasons a firmware update might fail.
Update timed out
- For all current & legacy Room Alert "E" models, firmware updates are applied over UDP port 69.
- For the Room Warning 32S, 12S & 3S, firmware updates are applied over UDP port 6234.
- For the Room Alert iii Wi-Fi, firmware updates are applied over TCP port fourscore.
1. Ensure the advisable port is unblocked in the firewall on the estimator you're using to perform the update. The update process volition timeout if the port is blocked.
This example shows a firewall rule for the Room Alert "E" models:
2. Update your unit from a estimator on the same subnet as the Room Alert Monitor.
If yous are not on-site, nosotros recommend: (a) establishing a remote connection to a figurer that is on the aforementioned subnet, (b) installing Link, Device Discovery or Room Alert Manager on that local figurer and (c) and so performing the update.
.naught firmware file used instead of .upd
If yous perform an update through Room Alert Link or Room Warning Director, you do not need to manually download whatsoever firmware files.
When you perform a firmware update through Device Discovery, you must first download the firmware file from RoomAlert.com. The file should end in .upd.
Some browsers unfortunately change the .upd extension to .zip during download. If you download a .aught file, don't use information technology; instead, delight try the download once more from a dissimilar browser so that you go it as a .upd. (If you don't have access to a different browser, you may rename the extension of the .zip file to .upd.)
Wrong model firmware file used
If you perform an update through Room Alert Link or Room Alert Director, you do not need to manually select the firmware file or model type.
When you lot perform a firmware update through Device Discovery, you must manually select the firmware file.
If y'all accidentally choose the wrong model firmware file, the firmware update process will not complete.
If you see any of the below symptoms subsequently trying to update your device's firmware, information technology may indicate that the firmware update procedure failed. In most cases, some, not all, of these symptoms will exist true later a failed firmware update.
Update procedure doesn't complete
The progress bar in Room Alert Link, Device Discovery or Room Alert Manager doesn't complete, or you come across a prompt telling you that the firmware update was non successful.
T his example shows a failed firmware update through the Device Discovery utility:
The firmware update may appear to complete, even if one of the firmware components doesn't fully upload.
Room Alert web interface doesn't load
Your Room Alarm Monitor'southward spider web interface won't load or only partially loads.
Room Alert isn't discovered
Your Room Warning Monitor can't be discovered, or is permanently grayed-out in the Discovered Devices list.
In the higher up image, Instance RA32E is grayed-out in the Device Discovery utility.
Room Alert stops responding to pings
You were previously able to ping your Room Alarm Monitor—either at a static IP accost or a DHCP-assigned IP accost—simply the unit of measurement no longer responds to pings.
1. If you suspect that your firmware update failed, commencement check the status of the LED lights on your Room Alert Monitor.
Room Alert 32S, 12S, 3S, 32E/Westward, 12E, 4E, or 3E: What The Ethernet Port LED Lights Hateful On A Room Alert Monitor
Room Alert 3W : What The LEDs On Room Alert 3 Wi-Fi Mean
ii. If it appears that the device is in a state of normal operation, cheque if the device tin be discovered in Link, Device Discovery or Room Alert Manager.
3. If the Room Warning Monitor is discovered (and not grayed-out), attempt to update its firmware once more.
For instructions, please see How To Update Firmware On Room Alert Monitors.
4. If the update fails again, check the update.log file to further diagnose the event.
5. You tin them electronic mail the Update.log file to our support team at Back up@AVTECH.com.
For instructions to retrieve the log file, select the tabs below.
Go logs from Device Discovery
- When a firmware update process completes in AVTECH's Device Discovery utility, you'll see a 'Please review Update.log File' prompt. Select Aye to automatically view the log.
- If you don't access the update log at this prompt, please follow these instructions:
- Starting time, go to the Device Discovery's installation directory (C:\Program Files\AVTECH Device Discovery Utility or C:\Program Files (x86)\AVTECH Device Discovery Utility past default).
- Locate the 'conf' and 'log' folders.
- Add them to a zipped (compressed) annal.
- E-mail them to our support team at Support@AVTECH.com.
Source: https://avtech.com/articles/12382/what-to-do-if-a-firmware-update-fails/
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