Failing to update firmware

Background

The OTA (On The Air) firmware update follows below progress:

1. Downloading firmware

   The download progress is going from 10 - 100% in steps of 10. Depending on your Internet speed and server load, the time might differ.
   The device is comparing its firmware versions to the package on our server. This is done every time the network module is started and once every 4th hour. If the version on the server is higher than what is installed in your device, the download might get triggered. 
   Before download starts, the device checks if it is playing or not. If there is an incoming audio signal at the current selected input, the update is postponed.

   The easiest way to trigger an update, is to power cycle your device, by power off and on with the rear power switch.
   (Please note, by enter and exit normal standby, the network module does not reboot. In normal standby, the network module is still active.)
    

2. Installing firmware

   Once the firmware is downloaded, the installation starts. The most reliable way is to follow this progress from the front panel display of your device.

   • 0 - 70% (steps of 10) : Network module and Chromecast firmware is being installed

   • 71 - 100% (steps of 1) : Host MCU firmware is being installed

     Please note that there might be a delay between 70 and 71%
      

3. Installation completed (reboot)

   Once the firmware is installed, the device will automatically restart.
   After restart, the network module will install and configure some last parts, hence the extra time it takes to obtain network connection. 

Troubleshooting

My device does not download new firmware

• There might not be a new firmware available on the server for your model yet.
• The server might be heavily loaded and not allowing more connections at this time.
• Your device might be playing or the signal sensing circuitry detects an input signal. This can be noise or earth hum.
• A VPN connection can cause issues with downloading.
• A known bug in streaming firmware version 14887 prevents the OTA to trigger and a manual update  is required. Please contact Primare helpdesk.

My device fails to install the new firmware

• Corrupt firmware download or power lost during installation
  Try power cycle your device and wait about 2 minutes until network connection is reestablished. New download and installation should start. If it does not start, manual update might be required from web interface. Enter the IP address of your device to access web portal. Try "Force OTA Update" button. Please contact Primare helpdesk if you are stuck and need help.
   
• A known issue in firmware 15572 to 15644 prevents the firmware to be installed if device has been playing Bluetooth. Can show itself as "Download failed" or "Installing firmware 255%".
  Perform a factory reset of your device 2 times to resolve this issue.
  
  Because of new EU regulations we improved network security in the firmware. During this process we enabled debug logs from Bluetooth playback. These logs were stored in the memory which quickly filled up and prevented the temporary firmware file from being installed. By performing a factory reset, the Bluetooth logs are erased and there is room for firmware file.
  Issue is solved from version 15633 where Bluetooth logs are disabled.