Summary: Use this guide to troubleshoot your Factbird DUO if the firmware update won’t start (Update button is greyed out) or the update is stuck/not progressing, including being stuck at 0%. This applies to DUO devices being updated through the Factbird platform.
Symptom
You may be experiencing this issue if:
The Update button is greyed out
The firmware update is stuck and not progressing
The update remains at 0%
The firmware update does not complete
Prerequisites
Before you begin, please confirm:
The DUO device is powered on
The DUO device has network connectivity (or you can restore it)
You have the DUO Hardware ID
You can see the DUO status LED
Diagnostic Steps
Follow these steps in order.
-
Check whether the device is already updated
What to check: In the platform, review the device firmware status/version
What result indicates success: The device shows the latest firmware version and no update is available
If result is not correct, go to Step 2
-
Check if the device was offline when the update was started (applies if stuck at 0%)
What to check: Whether the update is stuck at 0% and the device is currently offline or recently offline
What result indicates success: The device comes online and the update starts automatically
If result is not correct, go to Step 3
-
Check for a temporary connectivity loss during the update
What to check: Whether the device lost connectivity during the update and is attempting to reconnect
What result indicates success: After connectivity is restored, the DUO resumes and completes the update on its own
If result is not correct, go to Step 4
-
Confirm the update remains stuck after reconnection and waiting
What to check: Wait several minutes after the device is online and confirm there is still no progress
What result indicates success: Update progress resumes or completes
If result is not correct, go to Step 5
-
Escalate to Support
What to check: Gather required device details (Hardware ID, LED color, current firmware status, and stuck percentage)
What result indicates success: Support can validate device state and next actions
If result is not correct, continue with escalation in “IF THE ISSUE PERSISTS”
Common Root Causes
- Cause 1: Device already updated
Explanation: The DUO is already on the latest firmware, so the Update button may be greyed out
Resolution: No action required
-
Cause 2: Poor or interrupted connectivity during update
Explanation: The DUO temporarily lost connection mid-update and is trying to reconnect
Resolution: Restore stable connectivity. The DUO should continue the update when the connection is reestablished
-
Cause 3: Update initiated while device was offline (stuck at 0%)
Explanation: Updates can be initiated while the DUO is offline; the update will start once the device comes online
Resolution: Bring the DUO online and allow the update to begin automatically
Resolution
Once resolved:
Confirm the firmware update shows completed in the platform
Confirm the device reports the latest firmware version
If The Issue Persists
Contact Support and include:
DUO Hardware ID
Current firmware version and update status (e.g., stuck at 0% or another percentage)
Status LED color
Confirmation of network connectivity during the update attempt
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