How to update Neo Matrix firmware

Modified on Wed, 29 Apr at 4:29 PM

Firmware updates for the Neo Matrix are applied through the Pulse-Eight cloud monitoring portal at monitoring.pulse-eight.com. You will need an Installer ID and User Auth Code to log in — if you do not have these, contact your local distributor or Pulse-Eight sales.

This article covers Neo Matrix only. ProAudio firmware is updated via a different process — see How to Update ProAudio Firmware.

Before You Start

Confirm the unit is powered on and connected to the internet
Confirm the unit is registered to your Installer ID in cloud monitoring — see How to Get Your Installer ID if you have not done this yet
Do not plan the update during a period when the system needs to be operational — the unit will reboot as part of the process

Do not skip more than two firmware versions in one update. If your unit is more than two versions behind the latest release, update incrementally — apply the next available version, wait for it to complete and the unit to come back online, then apply the following version. Jumping too many versions at once can cause the update to fail.

For example: if you are on firmware 3.1 and the latest is 3.5, update to 3.3 first, then to 3.5. If versions 3.6–3.8 were never publicly released, it is safe to go from 3.5 directly to 3.9.

Applying the Update

Log in to cloud monitoringGo to monitoring.pulse-eight.com and log in with your installer credentials.

Locate the unitClickMy Productsand find the Neo Matrix or ProAmp8 you want to update in the list.

Open the Updates tabSelect the unit and clickUpdatesin the left-hand menu. You will see the firmware version the unit is currently running (highlighted in orange) and a dropdown of available firmware versions.

Select the firmware version and applySelect the target firmware version from the dropdown and clickUpdate. The unit will download and apply the update the next time it phones home — this happens automatically once per hour.

Wait for the update to applyThe unit will reboot automatically as part of the update process. The System Health LED on the front of the unit will pulse green/yellow while the update is applying — do not power off or reboot the unit during this time. Once complete, the unit will come back online with the new firmware.

NOTE: If you wish for the update to apply to the unit sooner rather than waiting for the unit to next phone home, you can 'send a monitoring pulse' by logging into gotomymatrix.com and sending the monitoring pulse from the Cloud Connections Tab in the admin area: see: Where is the Admin mode?

Pressing the 'send monitoring pulse now' button will get the unit to phone home immediately and the update will apply momentarily

Do not turn off or reboot the unit while the update is applying. The unit reboots itself as part of the process. Interrupting power or network connectivity during an update can cause it to fail or leave the unit without firmware.

Troubleshooting

The update is not applying after an hour

Confirm the unit is powered on and connected to the network — check the network LED on the rear of the unit.
Confirm your cloud monitoring browser session is still active and logged in.
Try sending a monitoring pulse from gotomymatrix.com as described above to force an immediate check-in.
If the update still does not apply, contact Pulse-Eight support with the unit serial number and we can investigate.

The unit is not booting after the update

Contact Pulse-Eight support immediately with the unit serial number. Do not attempt to reboot the unit repeatedly.

The System Health LED is pulsing green/yellow

This is normal — it means the update is currently being applied. Wait for it to complete before taking any action.

Need help with a firmware update?
Contact Pulse-Eight support with your unit serial number and current firmware version.

UK: 01202 413 610 | US: (858) 748-8250 | support@pulse-eight.com