Panels Fall Offline

[Roberto Tokici]

When updating panel firmware from 5.0.80 to 5.0.88 panels do not seem to come back when doing it remotely over the Elkconnect webpage.

Also going from 5.0.xx to 6.0.xx is not allowed, why is this not stated on the elk connect webpage. It just downloads and fails.

So now I have an offline panel and now I have to go to site, this has happened a few times already, the webpage remote updates do not seem to work properly.

Not sure if we need to be onsite for this system to update up to a certain version, but the problems on this systems are colossal.

[Michael Burrell]

Roberto,

I apologize that you’re experiencing these issues. Could you provide me with the last four digits of the MAC address from the most recent system where you encountered this problem? I would like to review the logs to see if we can gain any additional information from it.

You’re absolutely correct that there should be a prompt indicating the update path requirement. I’ll have that information added to the update messages.

Any E27 Control firmware version higher than 0.5.65 supports remote updates, so I’m very interested in understanding what you’re experiencing. I’ll have our QA team investigate this further tomorrow.

Thank you for bringing these issues to our attention.

 

[Roberto Tokici]

3A1C

The app indicates the alarm path. went form 5.80 to 5.88 then to 6.12 and then disappeared.

[Roberto Tokici]

Could not recall if I had to go to 6.2 then 6.12

[Michael Burrell]

Thanks for the info, we will pull the logs in the morning.

The path is 5.88 and below have to be updated to the 6.2 before moving to a higher version. Once you have 6.2 or higher, there are no additional step requirements. If you attempt to update a system from 5.xx to 6.4 or higher before updating to 6.2 it will disregard the update and resume the prior firmware. The mobile apps will not allow you to update to a version that is not allowed, the web will have this feature as well.

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