Firmware Upgrade Troubleshooting Guide

This guide lists scenarios that can occur when firmware updates via app are conducted, and possible corrective action users can take.

1. Handset not on charge when firmware update begins
   • The eo app will detect this and stop the update. Handsetes will operate perfectly fine and the update can be restarted by user once both handsets are put on charge.
     
     
2. Handset on charge -> update is preparing -> user disconnects handset before App Update shows X% complete (i.e. the App is still preparing to update the handset, but the update itself has not yet begun).
   • same behavior as above.
     
3. Handset on charge -> update begins -> update progresses to the indicator showing X% complete, X is less than 100% -> handset gets disconnected from charger.

• • Handset will appear to be unresponsive, it will not turn on, regardless of how long you hold the start button.
  • LED will not turn on when connected to a charger.
  • IMPORTANT: Before proceeding, make sure the handset is connected to the charger.  The LED will not turn on so please take the time to ensure there is a good, snug connection between the charging clip and charging ports on the sensor band. You should hear it click into place and there should be no give when you try and wobble the charging clip from side to side.
  • The app will be aware that there was an error completing the update.
    • If the user is still on the update page, there will be a "RETRY” button visible (see image below).  Make sure BOTH handsets are properly connected to their chargers and press RETRY.  It will take about 30 seconds, but the update will start.
    • If the user has closed the app, the "Device setup" page will show an (i) icon next to the handsets (see image below). Make sure BOTH handsets are connected to their chargers and press "Update this pair".  It will take about 30 seconds, but the update will start.

 

NOTE: the LED stays OFF until the firmware update is complete.  When complete the LED will flash white to indicate the device is charging.

 

If you’ve taken the above steps and are still having issues with your handsets. Please let us know and we’ll provide further support to get your handsets up and running again.