Basic troubleshooting guidelines

  1. Reset the device’s network settings. See “Resetting the Control4 system .”
  1. Attempt to have the update successfully downloaded while connected to a different network or by using a USB drive update (see “Information about older releases”).
  2. Allow the device to retry downloading the update as it automatically restarts and retries it.
  3. Is the defect install/update related to an ongoing system operation?
  4. Media not available? If it is a USB drive or network file share, make sure it is mounted (use the System Design view). If the media is on USB drive connected to a secondary controller, re-scan the media for that device.
  5. Navigator not connected to Director? Reconnect Navigator to Director.
  6. Are strange things happening to the devices?
  • Make sure all Zigbee devices are updated to the latest firmware.
  • Make sure Director and Composer Pro are using the same version.
  • Disconnect and identify any problematic devices again.
  • Power cycle all IP devices.
  • Be patient. In cases where the Zigbee mesh is moved, it can take up to five minutes for all connections to get re-established.
  1. Turn on Diagnostic Logging (in Composer Pro, Tools > System Diagnostics > Logging > Start). Use the Logging tool to determine what was happening on the system. Can you duplicate it, and is there a workaround? For details, see “Logging diagnostics information.”

    2. Tip: Report any problems during the update process to:

    Control4 Technical Support: http://dealer.control4.com/support Email: [email protected]Telephone: 1-888-400-4072

    Status message

    Description

    Resolution

    1. Device IP address detected with a different version — update needed.

    The Director discovered a device that is a different version than the Director box.

    Perform update.

    2. Device IP address indicated it needs to be updated.

    The device sent a status message to the Director that says it needs to be updated.

    Perform update.

    3. Finished update attempt.

    Current update is completed. A separate message notifies you of how many devices succeeded or failed.

    (Status message only) No action is required.

    4. Update information was missing or invalid. Reinstall the files for the USB drive, and attempt the update again. If the problem persists, contact Technical Support.

    A Director could not find the matching update information for a device retrieved from the USB drive. This would be the case if files were deleted from the USB drive.

    Re-install the files for the USB drive, and attempt the update again. If the problem persists, contact Technical Support.

    5. Update information was missing or invalid. Contact Technical Support.

    The Director could not find the matching update information for a device retrieved from the Web. The database contains invalid data.

    Contact Technical Support.

    6. Director device is not yet identified. Please identify the Director device and attempt the update again.

    The system has not yet discovered the Director device.

    Identify the Director device, and perform the update again.

    7. Starting update to version <targetVersion>. Director version is <version of Director>.

    An update has started.

    (Status message only) No action is required.

    8. Detected USB device containing update information. The USB device will be used for the update.

    The system has detected a USB drive.

    (Status message only)

    9. Device <ipaddress>: <Status data received from the device>

    The system received data from the device.

    (Status message only) No action is required.

    10. Updated: <number of updated devices> Failed: <number of failed devices>

    Follows the message “Finished update attempt” (number 3) to provide specific details.

    Reconnect, re-identify, and restart the update.

    11. Device <ipaddress> failed to update.

    Provides the specific IP address of any device that failed to update. Follows the message number 10 when applicable.

    Try to identify the device again, and try the update again. If not successful, contact Technical Support.

    12. Failed email results to <entered email address>”. Error was: <error number>. Verify that the VPN is correctly setup and functioning on your Director box and that a valid mail address was entered. Contact Technical Support if this problem persists.

    This is called if an error is returned when trying to send the summary via email.

    Verify that the VPN is correctly set up and functioning on your Director box, and that a valid mail address was entered. Contact Technical Support if this problem persists.

    13. Unable to obtain update version information from the Web interface at URL <url used for getting the version, i.e., http://webdev-1.control4.com/...>. Verify that Internet access is available from Director.

    System has not received the version information back from the database.

    1. Ensure that you can communicate to the Internet to the Website from your computer. Use a prompt box to ping the address.

    2. Ensure that you can connect to the Control4 controller through the Local Area Network.

    3. Ensure that a firewall is not blocking the update.

    4. If you still cannot update, use a USB drive for the installation.

    14. Detected devices that still need to be updated. Restarting the update process.

    To allow an update to propagate throughout the system, the system waits 5 minutes after the start of the update before checking the status of connected devices. If outdated devices are still detected, this message is sent, and the system restarts the update process.

    (Status message only). No action is required.

    15. The information on the USB drive is invalid. Reinstall the update on the USB drive and attempt the update again.

    The system cannot parse the update-info.html file on the USB drive. The file is not valid xml.

    Re-install the update on the USB drive, and attempt the update again.

    16. Not enough free space on file system to store update information. Disk free = <amount of free space> needed = <space needed>.

    Remove stored media, log files, etc., and attempt the update again.

    There is not enough free space on the box running Director to store the largest set of packages for a device type.

    Remove the stored media, log files, etc., and attempt the update again.

    17. Unable to access the directory for update information. Please contact Technical Support.

    System cannot access the /packages directory. Either the disk has a serious problem, or the mounts didn’t work right.

    1. Ensure that you can communicate to the Internet to the Website from your computer. Use a prompt box to ping the address.

    2. Ensure that you can connect to the Control4 controller through the Local Area Network.

    3. Ensure that a firewall is not blocking the update.

    4. If you still cannot update, use a USB drive for the installation.

    18. Out of file space for packages.

    Ran out of disk space while downloading the software packages. The update fails, then restarts after 5 minutes, and the “Not enough free space” message (number 16) displays.

    Remove the stored media, log files, etc., and attempt the update again.

    19. Device <ipaddress> failed because it reported a status of <reported device status>.

    The device reported that it failed to update.

    Try to identify the device again, and restart the update. If it fails again, contact Technical Support.

    20. Touch screen device at <IP address> must be docked before upgrading. Please dock the touch screen and restart the update.

    A Wireless Touch Screen was not properly seated in its dock when the update started.

    Please dock the touch screen, and restart the update.