Knowledge Base / Frequently Asked Questions / Room Alert
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.
Select the tabs below to learn about some of the reasons a firmware update might fail.
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.
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.)
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.
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.
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.
Your Room Alert Monitor’s web interface won’t load or only partially loads.
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.
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.
We'd love to talk with you about your monitoring needs. Contact one of our Product Specialists for a free consultation.
You may find Windows Command Prompt at the following path:
To run Windows Command Prompt as an administrator:
If you are using this client, you should configure the general SNMPv3 Credentials, but leave the Read / Write SNMPv3 Credentials section blank.
| Current S models | Current E models |
|---|---|
| Room Alert 32S | Room Alert 32E |
| Room Alert 12S | Room Alert 12E |
| Room Alert 4E | |
| Room Alert 3E | |
| Current S models | Current E models |
|---|---|
| Room Alert 32S | Room Alert 32E |
| Room Alert 12S | Room Alert 12E |
| Room Alert 3S | Room Alert 4E |
| Room Alert 3E | |
| Room Alert 3W |
| Current Models | Legacy Models |
|---|---|
| Room Alert 32E | Room Alert 32W |
| Room Alert 12E | Room Alert 26W |
| Room Alert 4E | Room Alert 24E |
| Room Alert 3E | Room Alert 11E |
| Room Alert 7E | |
| TemPageR 4E | |
| TemPageR 3E |
