We are currently experiencing a trending BUG on Genie II Linear and Genie Mini II brand new units when firmware updates are attempted with some iOS phones/tablets.
We are currently investigating this software issue and hopefully issuing a fix very soon.
Symptoms of the BUG: After a firmware update completes with an iOS phone, the following happens: "Device Battery is too low" error message appears in the Connection screen and the unit appears to not turn on or charge.
The more information we have from our users the better. So if you are experiencing this issue, please email us on firstname.lastname@example.org with the following details:
Which iOS model you are using and what operating system you have installed?
While we are working on a fix, the most reliable workaround is using an Android device to connect and force a firmware update.
SIMPLIFIED “Low Battery” Update ERROR Troubleshoot Process
- Plug Genie II / Genie Mini II into charge for an hour
- Unplug from power and make sure it is turned OFF (remove and reinsert the battery in a Genie II) and Press and HOLD ON button for 11 seconds until all 3 lights flash
(this will force the unit in FACTORY MODE, it is possible you may not see any lights come on)
*Keep in mind that pressing the button for longer, will actually turn off the unit and the process will not work as it should.
- Find the unit in the Connection Screen and press and hold the “error message” until prompted to re-do the firmware update.
- Keep your phone within 5 cm of the unit during the entire process.
What the LED LIGHTS should look like:
All LEDs off (unit is off)
*push power button*
All LEDs flash twice (unit is turning on)
No LEDs for first 10 seconds while the user is holding button (unit is waiting to jump to factory)
All LEDs flash on then off, roughly one second apart