If you are having issues updating the firmware on your device, the first step is to work through either one of the following articles depending on what motion control unit you are using.
- Genie Mini Firmware Update Troubleshooting
- Genie II Firmware Update Troubleshooting
If the firmware updates continue to fail and you are using an IOS device version 11-12, please try the additional troubleshooting steps.
1. Please make sure the Wi-Fi assist on your iPhone or iPad is turned off, as this feature could interfere a firmware update. By default, the Wi-Fi assist is always on. You can disable Wi-Fi Assist by going into Settings > Mobile/ Cellular > Wi-Fi assist > Tap to turn off.
2. Plug your Genie device directly into power during the firmware update to eliminate the chance of the battery being low on charge.
3. Please ensure that your Genie II APP is on its latest update.
4. The phone and Genie device should be physically close (touching) during the entire firmware update.
5. Select JOIN when being prompted to Join the Network.
6. IF you get an "Unable to Join" message, go to your WIFI and toggle on and off. Try update again.
7. IF it fails a second time, try force closing the APP and reboot the Genie device. (press the ON button for 15 seconds)
8. The firmware update SHOULD work on the 3rd or 4th try but it can take a couple more tries.
*Certain phone models have weaker wireless chips and may need more attempts at firmware updates.
Comments
5 comments
This is the most pathetic user experience I have ever experienced after buying a new product. WHY don't you allow the firmware update to be skipped? I don't want to be at a client site when your software suddenly decides that I need another firmware update, locking me out of my device in what's likely to be a high-interference environment.
WHY don't you have the device connect to the home/office wifi network instead?
WHY don't you support updating via a CABLE?
WHY don't you support updating more slowly via bluetooth if the WiFi method won't work?
This is not plug and play, it's plug and pray. I haven't had this much trouble getting a product to work since buying PC games in the early 90's.
Hey Keith,
We are definitely working on improving the user experience for updates. Cable updating is something that has been communicated onto the developers to take into consideration,
I do understand your frustration on all of this.
If you would like, you can send me an email at support@syrp.co and I will answer your questions in more depth. For further information on updating can you let me know if you are using Android or iOS?
Best Regards,
Alex (SYRP Support)
dear
I tried so meny times to update my pan tilt device. but its really pathetic, please help
I'm having the same issue Keith had two years ago and with the current user experience and forced firmware updates, this product isn't fit for commercial use. This is a product for hobbyist that have time to burn trying to get it working.
New Genie One won't update the firmware or connect to wifi.
Wifi network isn't connecting or showing up as an option for me to join.
I need a firmware update I can download to my computer, plugin the Genie One and update it PLUS and option to skip any update while working on a client project.
Spending hours trying to get a buggy app to update the unit won't work for my business. Tried iOS and Android too many times to count
Phil Warner
What a rubbish product. My Genie II is stuck with all lights on, all the time. I've removed the battery, done the hard re-set, moved to a different physical location, used and iPhone and and iPad, all to no avail. These combinations at lease two dozen times. In desperation, please, please help.
Chris
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