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 or Firmware Manager has turned on managed firmware upgrades and set an upgrade window. See Schedule firmware upgrades with Managed Firmware Upgrades.
- The device shows a newer firmware version available in its Available Firmware Upgrade column.
Causes and resolutions
The device was Offline during the upgrade window
A device upgrades only while it's Online.
- Check the device's Status. If it shows Offline, resolve that first. See Troubleshooting: a device shows Offline.
- Once the device is Online, 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 firmware upgrades with Managed Firmware Upgrades.
- If no window has passed, wait for the next one.
If the issue persists
If a device stays on its old firmware after an upgrade window while Online and eligible, contact Kontakt.io support. Include the device's Unique ID, its current firmware version, and the version you scheduled.