topic Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download in Arlo Pro

A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Jobowe — Fri, 31 Mar 2017 16:41:31 GMT

My system is at a remote second home. Since a firmware update was pushed a few days ago, now I can't use my system which defeats the purpose of having it. It has worked fine for two months prior to this. I can remote into my pc at the remote location so I know that the internet connection is working. How can I fix this issue remotely asap?

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

TomMac — Fri, 31 Mar 2017 17:20:48 GMT

If you can get to the base settings, you can restart the base unit... But, if the cameras don't come back there's nothing to be done remotely.

For the future I can suggust two things that may help.

1) A UPS for the base unit...if the base unit is powered, then the cameras don't become disconnected

2) wemo ac power plug ( https://www.amazon.com/Smart-Wi-Fi-Enabled-Works-Amazon/dp/B01NBI0A6R )

If you can't acces the base but you know your router came back, this allows you to power cycle the base unit remotely and at which time the base usu comes back .

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Jobowe — Fri, 31 Mar 2017 17:40:49 GMT

my issue is not power related, but I do have the exact setup you mentioned in place. I am using a ups and a wemo switch which all works fine.

My issue is that I can't get past the firmware update. A few times, if I'm very fast, I've been able to click on play as soon as I start the app, and before the update firmware message appears, and the cameras will play as expected. Unfortunately this is very few and far between and certainly is not the solution...it does however prove that the system is up and running with the cameras connected.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

TomMac — Fri, 31 Mar 2017 20:19:54 GMT

If you clicked on the update, then that's all you can do at the moment... the SW usu comes in the early mornig hours when the far end servers do their house-keeping... no real way to force an update

Wait till tomorrow and hope.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Jobowe — Fri, 31 Mar 2017 20:54:52 GMT

So, it's been two days so far that I haven't been able to use the system. Based on your comment, am I to assume that all I can do is just keep hoping everyday that the update works and if it doesn't then I just spent $650 on a system that I can't use? Seems like there has to be a better way to fix something as simple as a firmware update.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jguerdat — Fri, 31 Mar 2017 21:25:52 GMT

Open a case with support.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Georbc — Thu, 06 Apr 2017 15:38:12 GMT

I am able to get to the base unit settings in the app and have restarted the base unit multiple times. The cameras are online and connected, it's just that the camera images are covered up with the text saying that I need to upgrade the firmware.

my issue is not power related, but I do have the exact setup you mentioned in place. I am using a ups and a wemo switch which all works fine.

My issue is that I can't get past the firmware update. A few times, if I'm very fast, I've been able to click on play as soon as I start the app, and before the update firmware message appears, and the cameras will play as expected. Unfortunately this is very few and far between and certainly is not the solution...it does however prove that the system is up and running with the cameras connected.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jguerdat — Thu, 06 Apr 2017 16:27:28 GMT

It sounds like a possible Internet access speed issue. Have you tested actual throughput using speedtest.net? If not possible, what is the ISP supposedly supplying?

Also, is there a difference between using the app and browser?

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Jobowe — Thu, 06 Apr 2017 16:36:28 GMT

Yes I have. Speedtest.net gives me the results of Download = 1.29 mbps and Upload of 1.03 mbps.

I have used the app on an ipad and an Android Samsung S7 phone, as well as a browser on three different pc's....all fail to update the firmware.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jguerdat — Thu, 06 Apr 2017 16:42:55 GMT

I'd open a case with support. The only other thing I can think of would be to factory reset and start fresh.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jcwrks — Fri, 07 Apr 2017 13:01:31 GMT

I'd also try rebooting the router and modem (if it's separate) if they aren't connected to your weemo. If you can't reboot the modem call your ISP and see if they can do it remotely.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

superspy — Fri, 07 Apr 2017 14:04:56 GMT

I seem to have the same unresponsivle problem, as of yesterday afternoon.

How can I see if it was an automatic firmware update?

My unit is at a remote locaiton that I only go to every other month (will be there in a couple of weeks). When I log in, just get the message for the unit that it is off line. I logged into my router remotely too, and it is not even recoginzed on that anylonger.

Version

2.3.2.801_16324

Released

03/23/17

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jguerdat — Fri, 07 Apr 2017 16:24:48 GMT

Updates are listed in the Release Notes section here but there have been no new updates beyond a week or so ago. The version you list is for the app, not the devices.

Unfortunately, physical presence will be needed. You might want to consider a UPS/battery backup for the modem, router, and base plus a remote control switch such as a WeMo for the base. That way the network and base will fly through power outages and you would have the ability to power cycle the base remotely.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

superspy — Fri, 07 Apr 2017 18:23:27 GMT

Thank you. I'm down there on the 19th and will check that out. Hopefully a hard reboot on it does it. I purchased the system back in June of 2016, first issue I have had with it.

Just stinks not being able to view.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

superspy — Sat, 08 Apr 2017 12:15:00 GMT

Regarding the WeMo. I have the base station plugged into a UPS; there is a PC also plugged into the same UPS. Should the UPS be plugged into a WeMo, or should the base station be plugged into a WeMo that is plugged into a wall outlet? Which model of WeMo would you recommend?

Thank you

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

jguerdat — Sat, 08 Apr 2017 12:35:04 GMT

The base should be plugged into the WeMo so the base can be separately power cycled.

Any of the switches would work, depending on space for it to fit. I happen to have the Insight but the Mini should work, too.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

superspy — Sat, 08 Apr 2017 12:44:53 GMT

Thank you, and for the quick response. This will also work for me on a number of things!

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

LindseySmithAK — Sat, 08 Apr 2017 22:42:03 GMT

Someone shouldn't have to do all of those things when there is a firmware upgrade. I have been doing this ongoing for 3 years and honestly it is tiresome. Sometimes I am not home. Then I have to reset the entire base station, take the cameras down off the top of the house and then sync them with the unit and put them back up. Ridiculous!

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

loudmouth — Tue, 29 Aug 2017 00:24:21 GMT

I have the Arlo Pro VMB4000r3. It tdoes the same thing. I made a report to Arlo and we troubleshooted everything. We determined it was my download/upload speeds. You must have a faster than 5.0mbs.

Re: A Firmware Update is Required..... Upgrade Failed - File Failed to Download

Mitchellxx — Sat, 23 Sep 2017 17:37:01 GMT

Just purchased Arlo Pro having the same issue as has been mentioned... Firmware is not updating limiting system use... 2nd home security setup... tried on lap top,Samsung via ATand T 4G and DSL at the residence... tried thru Firfox, IE and chrome... can get the firmware update which limits any real use...cant check battery life get a plug icon, cant see live video if I need to. I can view the motion activated clips and do get email alerts.... i am pretty tech savoy but ahve exhausted all my bandwidth... please help.....Thanks