The August 20, 2024 update runs an upgrade to the firmware on each Expansion board and each connected reader. It will also upgrade the base operating system (OS) if needed.
Please note that this is a manual update and not part of your scheduled maintenance window.
Please read Controller OS and Device Firmware Update.
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Note: The update is performed through Alta Access but some customers may request partners to be on-site for the update to handle any potential troubleshooting if required. |
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Warning: During the update process, associated entries will be unavailable for use. Please read through this article to understand the upgrade process and before attempting any troubleshooting. |
Expansion and Reader Upgrade Process
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Note: Reader types ≤16 will not receive the firmware update. |
Upgrade Duration:
Upgrading each expansion board can take up to 5 minutes.
Upgrading each reader can also take up to 5 minutes.
Example:8-port board = 5 min (5 min per board)8 readers per board = 40 min (5 min per reader)Adjust the time based on your hardware
Retry Mechanism:
Occasionally, the board or reader may reject the upgrade due to conditions like noisy lines or unexpected sub-component states.
In such cases, the system will automatically attempt the upgrade again, up to three times.
Indication During Update:
The reader(s) will display a blinking red dot throughout the update process.
After completing the work on expansions and readers, a new operating system will be installed on the Controller if you are on the older version. As such, it will remain offline while the new OS is applied to the device and once again the reader(s) will be showing a blinking red dot.
OS Upgrade Process
Downloading the OS:
The upgrade process begins by downloading the OS. Depending on network performance, this may take several minutes.
During this download, the controller's LED will flash yellow.
Installing the OS:
Once the OS is downloaded, the system will install it and then reboot to re-write the operating system. This takes approximately 30 minutes.
During this phase, the LED will be solid yellow.
System Boot-Up:
The system will boot up after installing the new OS and re-orient itself. This process takes about 3-4 minutes.
The system will preserve any special network settings and their previous identity and states.
Manually re-provisioning or using the Admin app is not necessary.
The LED will display various states but should eventually transition to flashing yellow.
Reinstalling Software:
Finally, the software must be reinstalled onto the new OS. This can take 30-60 minutes, depending on network performance.
During this time, the LED will flash yellow, and the device will be usable, but expect delayed responses to actions.
Completion:
Once all work is complete, the ACU will transition to a green LED.
In the Alta Access portal, under Device update management the UPDATE STATUS of the ACU will show “Up to date” once the entire process is finished.
Best Practices for Successful Upgrades
Avoid Interruptions:
Do not reboot or power off the device before the upgrade is complete. Interrupting the upgrade may render the ACU unusable, requiring a factory reset and reconfiguration.
Allow Sufficient Time:
The upgrade process may take 35 - 210 minutes, depending on the number of readers and boards attached.
The OS upgrade (if required) by itself will take about 30 minutes after the package is downloaded, with only 10 minutes of that as downtime.
Handling Issues
Excessive Rebooting or Beeping:
If the device appears to have finished but is excessively rebooting or beeping, adjust the wave range in the Portal for the reader. Gradually reduce the range until the beeping stops.
If the wave range is already minimized, contact Customer Support as another underlying issue may exist.
Some readers may incorrectly detect hand waves due to improved sensitivity:
If your reader is mounted in a way that the Wave Detection Range is set to Extreme Far, you might encounter false wave events. In such cases, please adjust the wave detection setting to Far Wave.
Non-Functioning Device Post-Upgrade:
For each expansion on the ACU, disconnect and reconnect the USB.
Check network configurations, especially IP assignments, to ensure the device is properly connected to the network.
Attempt a cloud unlock to verify network functionality.
If the device still isn't working, try power cycling it.
Stuck in Flashing Yellow:
If after 3.5 hours the device appears stuck in flashing yellow, an unexpected issue may have occurred. We recommend contacting Customer Support before power cycling the device to restart the upgrade process.
If these practices do not help recover the device to full functionality, call Customer Support who can then troubleshoot the problem more specifically.