Alert: A new firmware update has caused a number of device to get "stuck" between firmware updates. The tell tail sign of this is a rapidly flashing LED light on your goTenna Mesh (blinking more than twice per second). If the light is blinking less than twice per second, your goTenna Mesh is simply trying to pair with your mobile device and is not stuck between firmware updates.
If you are experiencing this issue, do not worry! Our firmware update troubleshooting guide can get your goTenna Mesh updated and able to pair again. If you continue to experience issues after following this guide, reach out to email@example.com and we will be happy to walk you through some additional steps to get your goTenna working again. The video below explains the problem and solution:
Why is This Happening?
We released a new firmware, version 1.1.8, to support Bluetooth 5.0 connection in the spring of 2018. The main point of the 5.0 Bluetooth release was to update the protocol and to increase subsequent firmware update speed. Originally the firmware update was as slow as 30 minutes. Once updated, the firmware updates only take 15 minutes.
Incidentally, some mobile devices lose the device address during the update and establish a new connection using the UDID. Once the first part of the update is loaded, the phone has to load the delicate Bluetooth update in 3 parts. If these parts are loaded in the wrong order the unit will stop installing the new firmware mid-update.
When Does This Happen?
This issue usually occurs when the user tries to update two devices at the same time using one iOS device. This can also occur when the user has two Mesh devices in the same place: one is being updated and one is idle/powered on.
The iOS application does have a recovery logic which searches for devices stuck in the Bluetooth update and recovers them. Another option is to pair and unpair a working device. These solutions are covered in the article linked above.
While we work on a new firmware release, we are supporting users that experience this firmware update fail. We are happy to walk you through the recovery process, or (worst-case-scenario) replace your devices.
Please contact us directly if you cannot solve the issue using our guide. We are very responsive and always happy to help.