Hey - I’ve been using my IQ for a while and this afternoon I ran the network software update. It looks like everything went well and the panel restarted.
Now it is saying
Please wait... a new patch has been installed...
And it just sits there. I’ve restarted the panel and it simply goes back to this message immediately upon booting.
How can I get around this?
Please see attached. This is the second time a qolsys update has prevented me from using the system.
I’ve restarted a total of 6 times over 4 hours.
An extremely frustrated customer.
I gave things another 10 hours straight without any intervention. No luck. It does appear to update the time every 30-45 minutes or so.
The panel is completely non-functional in the interim. Alarms are not triggering, door openings aren’t being logged, I can’t arm the system, nothing.
Hey – I’ve been using my IQ for a while and this afternoon I ran the network software update. It looks like everything went well and the panel restarted.
It looks like the panel is reporting a non-standard firmware, which may be indicative of a failed install. We will send this to Qolsys to be sure.
Qolsys firmware downloads come directly from their firmware server. We can have them check to determine if the download was not successful based on some panel diagnostics, however it would help to know some information about the circumstance:
What firmware version were you attempting to install? Did you use a patch tag or just “Upgrade using network?”
What was the firmware version you were on previously?
I have never used the system tag feature to pull in new firmware. I (thought) I learned my lesson a while ago and only have been updating what is pushed out to all users.
I can’t tell you what version I had prior, I had last updated maybe a month ago. Again, just the generic “upgrade using network” to stay up-to-date.
Literally the only circumstance was that I hit “upgrade using network” yesterday afternoon. I gave it 3 hours before touching it and have tried to reboot the panel a few times.
I would just love to get things back up and running ASAP. I have to try and update some door codes for the locks and some other things today. I’m totally locked out.
Literally the only circumstance was that I hit “upgrade using network” yesterday afternoon. I gave it 3 hours before touching it and have tried to reboot the panel a few times.
Thank you, that does help narrow down where the problem could be for them.
Qolsys is West Coast and does not open for a couple hours, but we will forward this over to them and follow up when they open to get someone looking into what version was downloaded.
Any updates? I’m really trying to get this resolved urgently as I’m completely locked out of everything.
No confirmation on resolution yet, however we will post any update from Qolsys here. We should hear back before too long today.
Unfortunately due to the non-standard version being reported we cannot send an update through Alarm.com.
I guess I’m confused about the non-standard bit. This was downloaded directly through the Qolsys servers. Is there a reason to think the code for the update was from a different source?
Can we force an update through an SD card? I just really need this thing up and running as soon as possible. Hopefully they can get us some answers in the next hour or so. I’m out of town for work and my wife wants the alarm this for tonight (not to mention being able to change the door codes, etc).
How long did you wait between the first time the panel rebooted into this message and then attempting to reboot the panel?
How are you rebooting the panel?
I waited a bit over 3 hours before attempting to reboot (the time in the upper right hand corner was frozen). I held down the home button for 30 seconds and it rebooted and went right back to the same message.
The unit does attempt to reboot every 30-60 minutes on its own. Lights turn red, the system reboots, and then same message.
The unit does attempt to reboot every 30-60 minutes on its own. Lights turn red, the system reboots, and then same message.
Thank you, that’s good to know and may help point to the issue. We are discussing this issue with Qolsys right now.
SD card firmware application typically requires access to the Installation menu, but we are checking if there is a way to force an update at this time.
Is there a reason to think the code for the update was from a different source?
No. My assumption given the activity at the panel is that the firmware update did not successfully complete for some reason.
If the panel was left alone for 3 hours after the update there is no reason to think that it was interrupted. Did it reboot on its own during that original 3 hours?
Using the time in the upper right hand as a surrogate (it never moves in real time and only updates on reboot despite the dial spinning), it’s been rebooting on a cycle every 30 minutes or so since yesterday.
Alright, we have sent a hard reset. Can you confirm whether there is any change at the panel?
It looks like broadband pings are going through, so we are going to try sending panel logs to Qolsys to review.
There is no way to locally force an update with an SD card unless you can access the Installation menu.
We will wait to hear the current state after the hard reset, but interestingly both the cell and wifi radio are functioning. We can ping across both, and a cell phone test request was completed successfully. I’ve received confirmation from Qolsys that 1.6.3 was pulled from their server. Looks like it may not have completed installation.
Circling back on this, Qolsys has not been able to retrieve panel logs though we are able to get a confirmation from the panel. This means that the wifi and cell services are running and the panel can communicate, but the diagnostic service is not currently reachable. I am presuming the panel is in the same error state, but please let us know if not.
If you still see the same message on the screen, let’s try cutting all power for 3 minutes. Unplug the power supply, and unplug the battery. Wait 3 minutes, then plug in the battery followed by the power supply.
It is, unfortunately, still bricked. Power reaet and the remote hard reset haven’t done anything.
Any other tricks up our sleeves?
According to Qolsys there is no standard way of accessing the panel in this state. It sounds like the panel has failed to fully update to the firmware version that was downloaded and a number of the panel processes are not functioning. If you power down the system for 3 minutes to no effect and you cannot access any settings on the panel, unfortunately no other local troubleshooting will likely resolve this.
Qolsys suggests that the panel may be repairable, but this would need to be done at Qolsys offices. Please contact customerservice@suretyDIY.com and they will be able to provide instructions regarding this process.
I’m not loving the sound of this, to be honest. Waiting for 24 hours to be told things like “may be repairable” while we have a non-functional alarm system is a tough pill to swallow.
I’m really frustrated. This is the second time I’ve had major issues with a Qolsys update.
As a SuretyDIY customer who has spent quite a bit of money at the outset and in monitoring, can we get something done sooner vs later. Like get a panel shipped and cross ship one back? I’m willing to be reasonable about this, but this is a big issue while we have no panel, alarm, or access to anything that’s hooked in to the system.
I get that things happen, but this was a pushed out software update that had bricked my panel.
