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Zebra FOTA - Stuck On Update Status

ST
Shaun T
Zebra (OVS) - Linde GmbH

G'Day All,

We've had an open ticket with Zebra for about two weeks now. Initially, they were responsive, but they've stopped replying, which is frustrating when you're managing 2,000 devices.

The issue we're facing is with FOTA. While the devices seem to be receiving the updates as instructed, they are getting stuck with the status "update in progress." 

We've yet to find a solution, and with the status stuck as pending, we're unable to push further updates to these devices. Has anyone encountered this before or have any suggestions?

TC58 / TC57 
SOTI Version: 15.6.6.1010

a year ago
SOTI MobiControl
ANSWERS
RS
Rafael Schäfer
a year ago

Hi Shaun,

we saw this issue as well (when we have been on 15.6.5) but as our contract ended we didn't took work into it anymore.
But there's something in 2024.1.1 which i think could be interesting but not sure if this could help:

Zebra LifeGuard OTA: Cancel an already scheduled firmware upgrade

Administrators can now cancel any scheduled firmware upgrade on any compatible Zebra device through the Web Console. This update will increase the OS management efficiency of the organization and reduce the operational costs due to incorrectly scheduled upgrades.

Meaning, canceling the upgrade and triggering it again. Still seem to be a (maybe) very bad workaround and the upgrade also needs to be done carefully.
Have you contacted Soti support as well or just Zebra? I guess, the best would be to bring them together.

MD
Matt Dermody Diamond Contributor
a year ago

I have not been impressed with Zebra LifeGuard OTA /FOTA or SOTI's implementation of it in MobiControl. I avoid using it entirely and instead rely still on File Sync rules for handing firmware updates to Zebra Android devices. It's way more predictable and reliable of a system currently and easier to automate with Virtual Group filters than the manual execution steps required with LifeGuard OTA.

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Shaun T
a year ago

We use to use file sync exclusively however we have over 20,000 units globally of all different models so the demand of managing the file sync is too much.

Although I do agree that FOTA creates more problems then solves at least for myself. 

Cheers

3
3sly
a year ago

Hey Shaun,

I have this same problem on 2024.1.0
Something I noticed when performing the upgrade to A13 through file sync is that not all the Zebra applications were on the latest versions.
Eventually I was able to find the solution to this by allowing ssl traffic to "device-https.savannacore.zebra.com/" and/or "analytics.zebra.com/". As soon as  I made the change, zds updated to the latest version.

I haven't found the time to retry the lifeguard setup but I kinda hoped that with this software update and firewall change I would actually get it to work for once. 

FM
Faraz Mohammed
a year ago

I agree with you Shaun. I am not a big fan of FileSync either especially when you have thousands of devices to upgrade. Having said that both methods have their own pros and cons, but for some reason I can't overlook LifeGuard OTA because it wins in most cases and because of its sophisticated nature. Hopefully, SOTI put some efforts to fix the bugs in it.

I had the similar issue where devices stuck in 'Upgrade Pending' status and I requested SOTI Support to reset the OS Upgrade status field on these devices from the backend to 'Upgrade Failed' status. This will allow you to push the upgrade again.

It worked for me most of the times. Try your luck.

E
ENMod
a year ago

Thanks for posting on SOTI pulse. Thanks Rafael, Matt and Faz for responding to the post, your expertise and willingness to help are greatly appreciated!

I completely understand your frustration regarding the FOTA updates and the challenges with managing such a large number of devices.

Regarding the "update in progress" status, several users have encountered similar issues with TC58 and TC57 devices. Here are a few steps you might consider:

  1. Check Logs: Review the update logs on the devices to identify if there are specific errors being recorded.
  2. Reboot Devices: Sometimes, a simple reboot can help reset the status and allow for new updates to be pushed.
  3. Escalate the Ticket: If Zebra has stopped responding, consider escalating the ticket to ensure it receives the necessary attention.

Please keep us updated on your progress, and I hope we can find a solution soon. If you have any additional concerns, please don't hesitate to reach out. We are dedicated to providing assistance and support.

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