OneIP - How to update your firmware

If you are looking to upgrade your Pulse-Eight ProAudio you can find the latest firmware on our website here. This is not something that can be actioned through Cloud Monitoring.

With OneIP it is very important to keep all OneIP devices on the mesh on the same firmware. If you are updating the firmware on one unit please ensure that you update all the units in the mesh.

If you wish to update the firmware of your OneIP you can do this using your Cloud Monitoring. Please ask your local distributor, sales agent or Pulse-Eight Technical Support to issue you with an Installer ID and User Auth Code if have not been given a Cloud Monitoring login yet.

Ensure that you have registered the OneIP device to your Installer ID. For more information on how to do this please see the linked support article How to add your Installer ID to a product

Log into your account at monitoring.pulse-eight.com, open the "My Products" Tab and find the OneIP Device that you would like to update in the list. Click into that device and you will see a screen similar to the one below. From here you will need to click the "Updates" tab on the left hand side.

You'll now see the firmware that the unit is currently on (circled in orange on the screenshot below), as well as a drop down with a list of available firmware for this particular unit (circled in blue on the screenshot below). If you wish to change the firmware simply select the firmware you'd like the matrix to update to from the dropdown. When the unit next phones home (this occurs once an hour) the unit will download the firmware and apply it. Please be aware that the unit will reboot as part of the updating process.  

To update the firmware click the drop down box at the bottom of the screenshot above and select the firmware version that you want to update the unit to and then click update.

Important Please Note!

If your unit is on an older firmware and you are trying to update it we would advice not to jump to the newest update if your current firmware is more than two versions old. Please do not update more than two available versions in one go. Once the newer firmware has been applied you can then progress to the next one.

For example: If your firmware is on 3.1, we would advice updating to 3.3, then 3.5 rather than going straight from 3.1 to 3.5

To clarify this is no more than 2 available versions. For example it is safe to update from 3.5 to 3.9 as 3.6-3.8 was not officially released and therefore will not cause any issues to your update.

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 

From here you will need to access the admin area (for a support article on how to do this please go to Where is the Admin mode?)

Click the Cloud Connection Tab on the left hand side and you will see a screen similar to the one below. Click the button labelled 'Send Monitoring Pulse Now' 

This will get the unit to phone home straight away and the update will apply after a few moments. A green banner will show to acknowledge the Monitoring Pulse has been sent (Pictured in screenshot below)

Alternatively you can contact Pulse-Eight Technical Support and they can apply the firmware update for you.

Warning!

Please DO NOT turn off or reboot your unit or the network connection whilst the update is applying. The unit will reboot itself as part of the process. If the unit loses power or network connection during the update this could cause the update to fail or lose it's existing firmware.

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If you'd like more information on firmware updates you can find Firmware Release Notes here.

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Troubleshooting

The update is not applying:

1. Ensure the Unit is turned on and online as well as the web browser you are accessing Cloud Monitoring on
2. The unit will only take the update when it next 'phones home'. This occurs once an hour so please wait at least an hour for the update to apply. Alternatively you can push the update by accessing gotomymatrix.com (instructions in step by step above) or contacting Pulse-Eight support. If you reach out to support please have the serial number of the unit to hand to speed up the process.
3. If after an hour the unit still has not updated and you have ensured the unit and your browser are online please feel free to open a ticket with Pulse-Eight support who can look into the issue for you.

The update has applied but now my unit is not booting

1. Please reach out to Pulse-Eight support who can look into the issue for you. Please have the serial number of the unit to hand to speed up the process. 

Please note if the 'System Health' light on the front of the OneIP device is pulsing green/yellow this means the update is currently applying. Please be patient and wait for the update to apply before reaching out to support or rebooting your system.