Firmware Updates — Neo Matrix, OneIP, ProAudio and ProAmp

Modified on Tue, 9 Jun at 9:45 PM

Keeping firmware up to date ensures you have the latest bug fixes, feature improvements, and control system driver compatibility. The update process differs by product family — Neo Matrix, OneIP and ProAmp update via Cloud Monitoring; ProAudio updates via RS232 only.

Never interrupt power or network during a firmware update. The unit will reboot itself as part of the process. Cutting power during an update can corrupt the firmware and require the unit to be returned for recovery. The front panel System Health LED pulsing green/amber indicates an update in progress — wait for it to complete.

Neo Matrix and ProAmp — Cloud Monitoring

All Neo Matrix models and ProAmp8 update via Cloud Monitoring (monitoring.pulse-eight.com). The unit must be registered to your Installer ID and have an active internet connection.

Log in to Cloud Monitoring
Go to monitoring.pulse-eight.com and log in with your installer credentials.

Find the unit
Go to My Products and locate the matrix or ProAmp you want to update.

Select the firmware version
Click Updates on the left. You will see the current firmware version and a dropdown of available versions. Select the version you want to apply.

Apply the update
The unit downloads and applies the firmware the next time it phones home — this occurs automatically once per hour. To apply it immediately, go to gotomymatrix.com → Admin → Cloud Connection → Send Monitoring Pulse Now. The update will apply within a few minutes of the pulse.

Do not skip more than two firmware versions in a single update. If your current firmware is more than two versions behind, update incrementally. For example, if on version 3.1, update to 3.3 first, then to 3.5 — do not jump directly to 3.5. Versions that were never publicly released (e.g. 3.6–3.8 if only 3.5 and 3.9 were released) do not count as skipped versions.

OneIP — Cloud Monitoring

OneIP devices update via Cloud Monitoring in the same way as the Neo Matrix. There is one important additional requirement:

All OneIP devices in a mesh must be updated to the same firmware version. If you update one device, update all devices in that mesh before putting the system back into service. Mixed firmware versions within a mesh will cause stream instability.

Log in to Cloud Monitoring and go to My Products. Locate the OneIP device you want to update.

Select the firmware version from the Updates tab dropdown and confirm. The unit will update on its next monitoring pulse.

Repeat for every device in the mesh. Use the Upgrade All Devices in this Mesh button in the local WebUI (Admin → Hardware Details) to update all devices simultaneously — this is the recommended approach.

Confirm all devices are on the same version before restoring routing. Check the firmware version per device in the Mesh Setup tab of the local WebUI.

OneIP also has an FPGA firmware component separate from the main firmware. When an FPGA update is available it is shown in the Hardware Details tab of the local WebUI. No content can be transmitted during an FPGA upgrade. Use Upgrade All Devices in this Mesh to apply it to all devices at once.

ProAudio — RS232 Only

ProAudio firmware updates are not available through Cloud Monitoring. ProAudio is not connected to Cloud Monitoring. Updates are applied via RS232 serial connection only, using firmware files downloaded from the Pulse-Eight support website.

Download the firmware from pulse-eight.com/Support. Scroll to your ProAudio model and download the firmware file.

Connect via RS232 from your PC to the ProAudio's RS232 port using a USB-to-serial adapter if required.

Apply the update using the ProAudio Config Tool or PuTTY following the instructions in the firmware release notes for that version.

Update ProAudio firmware before installing a new control system driver. Control system drivers are written for the current firmware. If your ProAudio is on old firmware, the latest driver may not communicate correctly. Always update firmware first, then install the driver.

Checking Current Firmware Versions

Product	Where to check current version
Neo Matrix	WebUI → Admin → Hardware Details tab
OneIP	WebUI → Admin → Hardware Details tab, or Mesh Setup tab for all devices
ProAmp8	Cloud Monitoring → My Products → select unit
ProAudio	ProAudio Config Tool → connected unit information panel

Troubleshooting

Update not applying after an hour

Confirm the unit is powered on and has an active internet connection. Send a manual monitoring pulse from gotomymatrix.com → Admin → Cloud Connection. If the pulse fails, the unit has lost internet access — check the network connection and router. If the pulse succeeds but the update still does not apply after a further 30 minutes, contact Pulse-Eight support with the unit's serial number.

Unit not booting after update

Contact Pulse-Eight support immediately with the serial number. Do not attempt to power cycle repeatedly — leave the unit powered and contact support.

Need help with a firmware update? Have the unit serial number and current firmware version ready.
UK: 01202 413 610 | US: (858) 748-8250 | support@pulse-eight.com