Author Topic: VeraPlus Firmware Update Fail  (Read 1169 times)

Offline AlphaHustle

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VeraPlus Firmware Update Fail
« on: June 02, 2018, 07:01:55 am »
The update request on my VeraPlus has been staring at me for a while now and today I figured id left it long enough for any bugs to be ironed out and clicked update. What a mistake!  >:(

When updating the firmware the web interface displayed the 15 minute counter which stopped counting when I navigated away from the page (new tab) I gave the process 45 minutes and pulled the power as my Vera was inaccessible at this point.

Vera came back online but everything was unresponsive I had no control of lights etc I gave it 10/15 to see if it corrected itself, but it didn't. The firmware page also stated there was not enough room for the update.

At this point I rebooted via the web interface. And now...

  • I cannot access my VeraPlus at all locally

    The getvera link states the controller is offline.

    It doesn't respond to any pings.

    I have checked the IP assigned by the router this has not changed.

    I have removed the static IP rules set up in my router and rebooted.

    All lights on top of the device are solid green except Internet and Service which are blinking green slowly.

Things I have noticed..

  • WiFi broadcasted by the VeraPlus is connectable and operational.

    My router list has another device with the same Mac address but with the last digit incremented by 1. (The IP for this didn't work either)
 
I have submitted a ticket to support but have not received any automated email stating they received my ticket etc? Is this normal? Is there a better way to contact them?

Ultimately I'm looking for anybody who may have been through similar or super/experienced users who can give me any advise on getting back up and running. I find it fascinating a firmware update provided by a product manufacturer can cause such huge issues.

Offline Sammy2

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Re: VeraPlus Firmware Update Fail
« Reply #1 on: June 04, 2018, 07:55:01 am »
I just went through it myself.

It took about a day to get a response and I spent nearly two hours on a tech support call on Saturday whereupon Vera Support had to have remote access to my Laptop to get into the vera locally and use Putty to sort it out, finally getting to the point where a factory reset was possible and then I could enable support on the GUI for the VeraPlus. A few hours later they had it all sorted and restored my Backup made just before I did the f/w upgrade. All seems well now but the Custom Jandy Pool Control Plugin will not stay reliably connected. Still a little work to do there.

What a PITA! Vera, if you're listening you need to improve the upgrade method to clear our un-needed data on the unit before the update starts, maybe even telling the end user this is going to happen and what will be deleted.

Offline Grwebster

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Re: VeraPlus Firmware Update Fail
« Reply #2 on: June 04, 2018, 10:10:01 am »
Yes upgrading is not reliable, and also recovery is tough.  Every time I upgrade I approach it with a sense of dread.  Every time The unit has been bricked by an upgrade I have managed to recover, but I pity the average user trying to telenet in to run the obscure code.  First time I did it I had a heck of a time just getting it into the mode where I could do it.  If I could point to one issue that really puts people off, this would have to be it.


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Offline kwieto

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Re: VeraPlus Firmware Update Fail
« Reply #3 on: June 05, 2018, 01:14:13 pm »
I pity the average user trying to telenet in to run the obscure code.

"Welcome to Vera, the place where you'll become IT specialist in no time."

Offline cw-kid

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Re: VeraPlus Firmware Update Fail
« Reply #4 on: June 05, 2018, 03:21:42 pm »
I just updated my VeraPlus today as well, seemed to go OK, see here.

Sorry to hear you have had problems.

Offline AlphaHustle

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Re: VeraPlus Firmware Update Fail
« Reply #5 on: June 06, 2018, 03:27:10 am »
Had a nice lady from Vera support remote in and try to communicate with my Vera but after a couple of hours she had no joy. Came to conclusion a manufacturer issues firmware update initiated from the GUI BRICKED the unit!

Waiting for a replacement controller (i think... They requested my details but never actually confirmed a new unit was on its way...)

So i lost a controller and a Saturday! Vera really need to pull their socks up especially with the competition slowly coming to the market.

Offline Sammy2

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Re: VeraPlus Firmware Update Fail
« Reply #6 on: June 06, 2018, 01:40:26 pm »
Had a nice lady from Vera support remote in and try to communicate with my Vera but after a couple of hours she had no joy. Came to conclusion a manufacturer issues firmware update initiated from the GUI BRICKED the unit!

Waiting for a replacement controller (i think... They requested my details but never actually confirmed a new unit was on its way...)

So i lost a controller and a Saturday! Vera really need to pull their socks up especially with the competition slowly coming to the market.

Took nearly two hours in a remote session on Saturday to get mine workable again. A few devices are acting up and I continue to have to spend time getting it sorted.

Offline fyford

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Re: VeraPlus Firmware Update Fail
« Reply #7 on: June 07, 2018, 08:28:20 am »

Offline Grwebster

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Re: VeraPlus Firmware Update Fail
« Reply #8 on: June 08, 2018, 06:42:56 pm »
I suspect that most bricked units could be resuscitated, but it is just too complicated for a lot of people.  Problem is I think they would have to spend major development time to get it done.


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