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RS4
Contributor
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Message 31 of 90

Re: Firmware won't Update

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PLEASE provide the ability to download the firmware and perform manual upgrades, so customers can at least revert to something that was working better than what they have upgraded to!!

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trevorwat
Beginner
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Message 32 of 90

BT Whole Home WiFi Update Firmware failed

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I have installed a Whole Home WiFi trio pack successfully to my Plusnet Hub One with solid blue lights on all three discs. Running the app on IOS 11 ipad (and tried on new Android smartphone). At the end of setup, I then got the message that a firmware update is required. I follow the buttons but after a short try I end up with the message “Update Failed. Please check your internet and open the app again”

 

so far, I have turned off the discs and the router then rebooted router followed by discs; I have tried a swapping a disc as the first disc cabled to the router; I have changed the Ethernet cable connecting router to first disc for a known good cable; I have factory reset all three discs and reinstalled from the beginning.

 

i have a fully working internet connection via the Whole Home WiFi. Also I have reconnected to the original WiFi and still have a working internet connection there. I have checked WiFi channels and there is no clash.

 

 I am now lost for ideas to try!

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binky
Aspiring Contributor
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Message 33 of 90

Re: Firmware won't Update

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From the wireshark I've just performed the access point is going to the address pbtsu.bt.motive.com for the software updates:

 

BTHomeHub.PNG

 

All seems to go well until the access point sends a TLS handshake to the remote server and then there's no traffic received back from the IP address after that. 

 

I'd say from that the remote server isn't responding to the update request correctly and that's why the whole process is currently failing.

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mattpartik
Beginner
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Message 34 of 90

Re: Firmware won't Update

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That's really interesting.. I am not really an expert on these things, but I have tried to connect to the main website of www.motive.com and their website is down too.  I've checked on http://downforeveryoneorjustme.com/motive.com and on my 4G phone (o2) so it's not my ISP or router that's the issue in connecting to motive's servers.

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RobbieMac
Moderator
Moderator
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Message 35 of 90

Re: BT Whole Home WiFi Update Firmware failed

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@trevorwat wrote:

I have installed a Whole Home WiFi trio pack successfully to my Plusnet Hub One with solid blue lights on all three discs. Running the app on IOS 11 ipad (and tried on new Android smartphone). At the end of setup, I then got the message that a firmware update is required. I follow the buttons but after a short try I end up with the message “Update Failed. Please check your internet and open the app again”

 

so far, I have turned off the discs and the router then rebooted router followed by discs; I have tried a swapping a disc as the first disc cabled to the router; I have changed the Ethernet cable connecting router to first disc for a known good cable; I have factory reset all three discs and reinstalled from the beginning.

 

i have a fully working internet connection via the Whole Home WiFi. Also I have reconnected to the original WiFi and still have a working internet connection there. I have checked WiFi channels and there is no clash.

 

 I am now lost for ideas to try!


Hi @trevorwat

 

Welcome and thanks for posting.

 

I have merged your post to this thread to keep the discussion about the Whole Home Wifi firmware all in the same place.

 

Cheers,

 

Robbie

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Dongmut
Beginner
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Message 36 of 90

Re: Firmware won't Update

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Me too. I've run into exactly the same issue with the trio pack bit with the virgin super hub 3. It's asking me to check the internet which is in perfect working order. This is really frustrating. Any solutions anyone?
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Dbaplaya
Contributor
2,572 Views
Message 37 of 90

Re: Firmware won't Update

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Just been on to BT and they cant advise when the update server will be back up. Currently I have 1 disc out of 3 working as i cant addthe other 2. Il give it till next week otherwise its going back. Heavily dissapointed for a so called premium product.
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MyGorillaz
Aspiring Contributor
2,566 Views
Message 38 of 90

Re: Firmware won't Update

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BT need to get their act together or I also will be returning my triple pack purchased this week to the supplier for a refund !!!
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Dongmut
Beginner
2,562 Views
Message 39 of 90

Re: Firmware won't Update

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Thanks for the update Dbaplayer. I think I might be joining you.
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Dragon38
Aspiring Contributor
2,496 Views
Message 40 of 90

Re: Firmware won't Update

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👍👍👍
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