You scheduled a managed firmware upgrade, but a device is still on its old firmware version. A managed upgrade applies only when the device meets a few conditions during the upgrade window. This article covers the common reasons an upgrade doesn't apply.
Before you troubleshoot
Confirm the basics of managed firmware upgrades:
- Your deployment includes a Portal Light infrastructure, and an Administrator has turned on Managed Firmware Upgrades and set an upgrade window. See Set up Managed Firmware Upgrades.
- The device shows a newer firmware version available in its Available Firmware Upgrade column.
Causes and resolutions
The device was not detected by a Portal Light during the upgrade window
A device upgrades only while a Portal Light currently detects it, which is stricter than the Online status.
- Check the device's Status. If it shows Offline, resolve that first. See Troubleshooting: a device shows Offline.
- Once a Portal Light detects the device, it upgrades in the next upgrade window.
The device's connection is too weak
A device upgrades only when its signal to a Portal Light is strong enough. Managed firmware upgrades use a minimum signal-strength setting, so a device that's Online but weakly connected waits until its signal improves.
- Confirm the device is deployed within good range of a Portal Light.
- If the connection is weak, improve the device's coverage — for example, move it closer to a Portal Light or reduce obstructions between them — then wait for the next upgrade window.
The upgrade window hasn't occurred yet
Managed upgrades apply during the upgrade window you set, not immediately.
- Confirm an upgrade window is set and has occurred since you scheduled the upgrade. See Schedule a firmware upgrade.
- If no window has passed, wait for the next one.
The last attempt failed
After a failed attempt, the device is not tried again for 24 hours. The Scheduled Firmware Upgrade column shows an orange warning icon with the reason.
- Point to the warning icon to read the reason.
- Resolve the cause, then schedule the upgrade again to clear the error and retry without waiting.
Managed Firmware Upgrades is turned off
Upgrades scheduled for the next upgrade window pause while the feature is off. Upgrades scheduled for immediately are not affected.
- From the Settings menu, select Firmware Upgrades and check whether Enable Managed Firmware Upgrades is selected.
- If it is not, an Administrator turns it on. See Set up Managed Firmware Upgrades.
The device has a pending configuration update
A pending configuration is applied before a firmware upgrade.
- Check the device for a pending configuration and let it apply. See About synchronizing devices to receive pending configuration updates.
- The firmware upgrade follows in the next upgrade window.
The device model does not support over-the-air upgrades
Older Smart Beacon, USB Beacon, and Sensor Beacon models cannot receive managed upgrades. Nano Tags and Sticker Tags never receive firmware upgrades. Upgrade supported models locally with the Kio Setup Manager app where the model allows it.
The device was counted as inaccessible
The confirmation's Devices inaccessible count covers devices you can view but cannot schedule, such as devices shared from another account. Ask the account that owns the device to schedule its upgrade.
If the issue persists
If a device stays on its old firmware after an upgrade window while detected and eligible, contact Kontakt.io support. Include the device's Unique ID, its current firmware version, and the version you scheduled.