Knowledge Base  /  Frequently Asked Questions  /  Room Alert

What To Do If A Firmware Update Fails

If you attempt to update the firmware on one of your Room Alert Monitors and the process fails, it can cause issues with the unit. Typically, these issues can be resolved with a little troubleshooting.

The tabs below list some of the reasons a firmware update might fail, potential symptoms of a failed firmware update, as well as troubleshooting steps.

* Please note that the Room Alert 32S, 12S & 3S are not compatible with Device ManageR or the Device Discovery utility.

Causes of failuresSymptoms of failureTroubleshooting

Select the tabs below to learn about some of the reasons a firmware update might fail.

Update timed out
  • For all current & legacy Room Alert “E” models, firmware updates are applied over UDP port 69.
  • For the Room Alert 32S, 12S & 3S, firmware updates are applied over UDP port 6234.
  • For the Room Alert 3 Wi-Fi, firmware updates are applied over TCP port 80.

1. Ensure the appropriate port is unblocked in the firewall on the computer you’re using to perform the update. The update process will timeout if the port is blocked.

This example shows a firewall rule for the Room Alert “E” models:

2. Update your unit from a computer on the same subnet as the Room Alert Monitor.

If you are not on-site, we recommend: (a) establishing a remote connection to a computer that is on the same subnet, (b) installing Link, Device Discovery or Room Alert Manager on that local computer and (c) then performing the update.

.zip firmware file used instead of .upd

If you perform an update through Room Alert Link or Room Alert Manager, you do not need to manually download any firmware files.

When you perform a firmware update through Device Discovery, you must first download the firmware file from RoomAlert.com. The file should end in .upd.

Some browsers unfortunately change the .upd extension to .zip during download. If you download a .zip file, don’t use it; instead, please try the download again from a different browser so that you get it as a .upd. (If you don’t have access to a different browser, you may rename the extension of the .zip file to .upd.)

Wrong model firmware file used

If you perform an update through Room Alert Link or Room Alert Manager, you do not need to manually select the firmware file or model type.

When you perform a firmware update through Device Discovery, you must manually select the firmware file.

If you accidentally choose the wrong model firmware file, the firmware update process will not complete.

Custom password set on Room Alert 3 Wi-Fi

If you’ve changed the password on your Room Alert 3 Wi-Fi from the default of PASSWORD, the firmware update process will stall. To perform the update successfully:

1. Temporarily change your Room Alert 3 Wi-Fi password back to PASSWORD.

For instructions, please see How To Set A Password On Your Room Alert 3 Wi-Fi.

2. Perform the update.

3. Change your Room Alert 3 Wi-Fi password back to your custom value.

If you see any of the below symptoms after trying to update your device’s firmware, it may indicate that the firmware update process failed. In most cases, some, not all, of these symptoms will be true after a failed firmware update.

Update process doesn't complete

The progress bar in Room Alert Link, Device Discovery or Room Alert Manager doesn’t complete, or you see a prompt telling you that the firmware update was not successful.

This example shows a failed firmware update through the Device Discovery utility:

The firmware update may appear to complete, even if one of the firmware components doesn’t fully upload.

Room Alert web interface doesn't load

Your Room Alert Monitor’s web interface won’t load or only partially loads.

Room Alert isn't discovered

Your Room Alert Monitor can’t be discovered, or is permanently grayed-out in the Discovered Devices list.

In the above image, Example RA32E is grayed-out in the Device Discovery utility.

Room Alert stops responding to pings

You were previously able to ping your Room Alert Monitor—either at a static IP address or a DHCP-assigned IP address—but the unit no longer responds to pings.

1. If you suspect that your firmware update failed, first check the status of the LED lights on your Room Alert Monitor.

Room Alert 32S, 12S, 3S, 32E/W, 12E, 4E, or 3E: What The Ethernet Port LED Lights Mean On A Room Alert Monitor

Room Alert 3W: What The LEDs On Room Alert 3 Wi-Fi Mean

2. If it appears that the device is in a state of normal operation, check if the device can be discovered in Link, Device Discovery or Room Alert Manager.

3. If the Room Alert Monitor is discovered (and not grayed-out), try to update its firmware again.

For instructions, please see How To Update Firmware On Room Alert Monitors.

4. If the update fails again, check the update.log file to further diagnose the issue.

5. You can them email the Update.log file to our support team at Support@AVTECH.com.

For instructions to retrieve the log file, select the tabs below.

Get logs from Room Alert Link
  1. First, go to Room Alert Link’s installation directory (C:\Program Files\AVTECH Room Alert Link by default).
  2. Double click the “home” folder.
  3. Locate the ‘log’ folder.
  4. Add this folder to a zipped (compressed) archive.
  5. Email it to our support team at Support@AVTECH.com.
Get logs from Device Discovery
  • When a firmware update process completes in AVTECH’s Device Discovery utility, you’ll see a ‘Please review Update.log File’ prompt. Select Yes to automatically view the log.

  • If you don’t access the update log at this prompt, please follow these instructions:
  1. First, go to the Device Discovery’s installation directory (C:\Program Files\AVTECH Device Discovery Utility or C:\Program Files (x86)\AVTECH Device Discovery Utility by default).
  2. Locate the ‘conf’ and ‘log’ folders.
  3. Add them to a zipped (compressed) archive.
  4. Email them to our support team at Support@AVTECH.com.
Get logs from Room Alert Manager
  1. First, go to Room Alert Manager’s installation directory (C:\Program Files\AVTECH Room Alert Manager or C:\Program Files (x86)\AVTECH Room Alert Manager by default).
  2. Locate the ‘home’ –> ‘log’ folder.
  3. Add the log files to a zipped (compressed) archive.
  4. Email them to our support team at Support@AVTECH.com.
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Room Alert is Made in the USA, ships the same day, and has been protecting facilities in over 185 countries since 1988.

Room Alert Manager - Compatible Devices

The latest version of Room Alert Manager supports only the devices below.

It does not support any legacy Room Alert or TemPageR models.

Current S modelsCurrent E models
Room Alert 32SRoom Alert 32E
Room Alert 12SRoom Alert 12E
Room Alert 3SRoom Alert 4E
Room Alert 3E
Room Alert 3W

Current & Legacy Room Alert "E" Models

Current ModelsLegacy Models
Room Alert 32ERoom Alert 32W
Room Alert 12ERoom Alert 26W
Room Alert 4ERoom Alert 24E
Room Alert 3ERoom Alert 11E
Room Alert 7E
TemPageR 4E
TemPageR 3E