Unable to Upgrade to 8.0.1 - Now unable to Upgrade to 8.0.2!

brill · November 4, 2019, 11:55pm

Hi, my Surf SOHO Mk3 is unable to upgrade to 8.0.1…
I’m currently running 8.0.0 and I’ve tried both the ‘download and upgrade’ option as well as downloading ‘fw-max_br1mk2_hotspot_sohomk3-8.0.1-build1469.bin’ and applying it manually.

It appears as if the upgrade takes place but after the reboot, each time I’m back on 8.0.0! Am I doing something wrong or forgetting something?

sitloongs · November 5, 2019, 1:41am

@brill

Just to confirm the SOHO MK3 device is manage via IC2 ? If yes, can you check whether firmware management is enabled for the device ? We have cases that user may forgotten that the firmware management is enabled for the device via IC2 and after the firmware upgrade (locally) , IC2 may force the firmware downgrade base on the firmware defined for the firmware management.

If this is not the case, please open a support ticket for support team to check.

brill · November 5, 2019, 3:37am

No, I don’t use InControl2…

TK_Liew · November 5, 2019, 8:11pm

Please open ticket for us to take a closer look.

Thanks.

rjhughes1 · November 15, 2019, 5:33pm

I have the same problem: Surf SOHO Mk3 running firmware 8.0.0 will not upgrade to 8.0.1. I have tried the firmware multiple ways:

using inControl2 - upgrade fails even with multiple retries
without inControl2 enabled, both “download and upgrade” and “manual upgrade” fail.
No error messages are displayed; just that firmware remains 8.0.0 after each upgrade attempt.
Please post the resolution to this problem when available.

brill · November 15, 2019, 11:11pm

I’m still on 8.0.0… So busy at work and home this has been put on the back burner for me for now. I’ll try and get the ticket raised the week after next when things have calmed for me.

I wondered about resetting back to defaults in case my config was doing it but as I say I’ve no time at the moment.

Jaywalker · November 18, 2019, 12:09pm

I had trouble updating Surf SOHO Mk3 to 8.0.1 from 8.0. The upgrade progress bar stalled at for eight minutes 79% until I logged out then back in to discover I was indeed current with 8.0.1.

Rick-DC · November 18, 2019, 4:15pm

@Jaywalker John – Likely a non-issue. After you see the progress bar stop just reload the main page (e.g. 192.160.50.1 or whatever you have configured) via the GUI. The router may not do it for you. When you do so you’ll almost certainly see that the FW upgrade was successful. - Rick

Jaywalker · November 18, 2019, 5:51pm

That’s what happened, all right.

brill · November 27, 2019, 2:10pm

Backed up config
Reset SOHO back to factory defaults
Applied FW upgrade offline
Success!
Restored config
Job done

rjhughes1 · December 3, 2019, 6:13pm

Thanks - that worked !

brill · December 19, 2019, 1:58am

This problem has reared its ugly head again. Now unable to update to 8.0.2!

Could it be something in my config?
Have I done too much tinkering/securing?

sitloongs · December 29, 2019, 10:23pm

@brill

Do you have ticket for this ?

Derek_Wickersham · January 6, 2020, 1:28pm

Another Surf SOHO MK3 user here…reporting the exact same problem. Failed to update from 8.0.0 to 8.0.1, and also failed to update from 8.0.0 to 8.0.2. The update appears to work, then the device reboots, but afterwards it remains at 8.0.0.

I opened up a ticket with support, and now they’re telling me “there nothing we can do.”

I’m really disappointed with this manufacturer. I went with Peplink because they were supposed to have the best ongoing support and updates. Now I’m seeing otherwise.

Jason · January 6, 2020, 1:42pm

Hi Derek:

What’s the ticket number for the issue? I’d like to take a look just to see if that’s where things stand.

Regards:
Jason
The Peplink Team

Derek_Wickersham · January 6, 2020, 1:54pm

Jason,

The ticket number is 0010084.

Thank you,
Derek

Derek_Wickersham · January 6, 2020, 1:55pm

There is a second ticket number as well: 9110077

Jason · January 6, 2020, 2:15pm

Hi Derek:

Thank you for the information, I was able to find your ticket and research further.

From the ticket information, it appears that there’s been a hardware failure with your SOHO which is why one of your reboot options is coming up as “non-bootable”. Due to the apparent hardware failure, troubleshooting software is a moot point and we’d normally move to RMA replacement/repair options (assuming warranty coverage). However, in this case, it appears that we’re outside of warranty coverage, taking RMA options normally off the table.

I’m working with the team further to see what, if any options, we can do. Thank you for being patent here, I’ll follow-up.

Regards:
Jason
The Peplink Team

Derek_Wickersham · January 6, 2020, 2:26pm

Jason,

I appreciate your looking into this. I would like to add that prior to attempting to update the firmware from 8.0.0 to 8.0.1, the Firmware 1 option did not say “Non-bootable.” It was only when we attempted the routine update did that change…and it may have been the remote assistance performed by Dawit in ticket 9110077.

Also, why would a “non-bootable” message in the Firmware 1 option indicate that there is a hardware failure? Can that memory be reformatted or reset?

Jason · January 6, 2020, 2:31pm

Hi Derek:

I was able to work with the team here and get an approval for a one-time courtesy RMA (outside of warranty coverage). We’ll be following up with you in the ticket created with further details about that process. Thank you again for bringing this to our attention.

Regards:
Jason
The Peplink Team