What Should I Do If a Firmware Update Fails?

Question

What should I do if my device firmware update fails?

Answer

The troubleshooting steps depend on whether your device is a Zigbee device or a non-Zigbee device.

For Non-Zigbee Devices

If your device is not a Zigbee device, try the following:

1. Move the device closer to the router.
   Make sure the device has a strong and stable Wi-Fi signal.
2. Use a 2.4 GHz Wi-Fi network.
   Disable the router's combined 2.4 GHz/5 GHz Wi-Fi feature or band steering, and make sure the device is connected to 2.4 GHz Wi-Fi.
3. Change the Wi-Fi channel.
   In your router settings, try changing the 2.4 GHz Wi-Fi channel to 1, 6, or 11.
4. Try a 2.4 GHz mobile hotspot.
   You can also test the firmware update using a mobile hotspot set to 2.4 GHz.
   If you are using an iPhone, enable Maximize Compatibility before testing.

Please try the update several times, as the connection may occasionally require more than one attempt.

If the firmware update still fails after multiple attempts, please send the following information to support@ewelink.zendesk.com:

• The Device ID
• The exact date and time of your most recent firmware update attempt

Our support team will review the information and assist you further.

For Zigbee Devices

If the firmware update fails on a Zigbee device, please submit a new feedback ticket in the eWeLink app:

1. Open Feedback in the eWeLink app and create a new feedback ticket.
2. In the Related Device field, select the Zigbee gateway connected to the device, such as ZBBridge-U.
3. Make sure you agree to upload the app logs before submitting the ticket.

Once we receive the feedback ticket and logs, our support team will review the information and provide further assistance.