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What do I do if there is an issue with my Software / Firmware update?

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Problem

If you are experiencing a problem with your software/firmware update as follows, click the link of the appropriate problem to navigate to the associated solution below:

Solution - No Update/Update Interrupted

  1. If the update does not occur or fails, please attempt to update the device again
  2. If the update fails a second time, the DNS server may be preventing access to Videon software update servers. The DNS server address 1.1.1.1 has been known to cause issues updating. Please attempt to use the DNS server address 8.8.8.8
  3. Try the update again after changing the DNS server
  4. If you are still having issues, collect debug information and then Submit a Technical Support Request attaching the debug logs

Solution - Unexpected Failure

  1. This error is usually caused by one of the update files being corrupted during download
  2. Depending upon your specific network bandwidth, you may have to try the update process multiple times
  3. If you have attempted the update process several times with no success, please collect debug information and then Submit a Technical Support Request attaching the debug logs

Solution - Device Hangs While Updating

  1. There was a bug in Android that has been resolved by Videon Software Version 8.3.1.117.3
  2. If your software is older than 8.3.1.117.3, it may exhibit this issue
  3. Often, rebooting the device will bring it back
  4. If you have rebooted several times with no success accessing the web user interface of the device, please Submit a Technical Support Request and be sure to include in your description that the device has become inaccessible after an attempt to update software

Solution - Update Completed still saying "Updates Available"

  1. One common cause of this issue is when the Videon software updates, but the Android system does not
    • If this issue began when an SD card was required to be inserted into the device for the software update, please ensure the following:
      • The SD card is >1GB in storage size
      • The SD card is formatted to FAT32 and empty of all other files
      • There are no USB devices plugged into the device
      • Try another update
  2. Another common cause of this issue is when a device has been updated to Videon Software Version 8.3.2.141.3, it must be updated again to complete the update to any subsequent software versions
  3. Try another update
  4. If you have attempted the update process several times with no success, please collect debug information and then Submit a Technical Support Request attaching the debug logs

Solution - "Check for Update" button disabled/grayed out

  1. If for any reason, the device cannot access the Videon release server (https://releases.videon-central.com/), the “Check for Updates” button will be disabled and appear grayed out
  2. The device must have internet access to perform an update
  3. If you can confirm the device has access to the internet, the DNS server may be preventing access to Videon software update servers. The DNS server address 1.1.1.1 has been known to cause issues updating. Please attempt to use the DNS server address 8.8.8.8
  4. Try the update again after changing the DNS server
  5. If you are still having issues, please collect debug information and then Submit a Technical Support Request attaching the debug logs

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