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Troubleshooting updates Airtame Hub

  • Updated
Some users, especially those in very strict corporate or educational environments, can have trouble updating the firmware on their Airtame devices and/or updating the Airtame app. These are the problems and solutions we have come across thus far:

 

  • Call not Starting

When attempting to join a video call and you observe the Airtame display with 3 horizontal bouncing dots, most likely there is an issue happening with your peripherals.  Please be sure to check that your USB peripherals are properly powered and selected within your Airtame Rooms settings via Airtame Cloud.  Additionally please ensure that your network has made the proper provisions that you may refer to here.

  • No Internet

It sounds like a no-brainer but quite often the Airtames are put on their own VLAN with no internet access or they do not have access to port 80 for the Internet.

 

  • Weak WiFi

A temporary loss of WiFi can cause the download to stop and restart. If this happens once, it will likely keep happening.

 

  • Firewall restrictions

We have found these firewall policies that can block the download of new updates. 

 

Make sure repos.airtame.com and http://airtame-firmware.b-cdn.net/ are accessible or whitelisted via your network/firewall. Keep in mind that whitelisting the IP address may not work long term as downloads could come from any global mirror.

 

  • Sonic Firewall

There is a hidden settings page on Sonicwall firewalls you access by browsing to the hostname/diag.html. On this page, there is a setting called "Protect against TCP State Manipulation DoS". When this is enabled the Airtame updates fail. Disabled "Protect against TCP State Manipulation DoS" and the update should now work. 

 

  • Compressed files

Many network security software/hardware completely block any kind of compressed file from being downloaded. This includes .tar.gz files like Airtame's updates.

 

 

Additional tips

  • It can take up to 30-60 minutes to complete the update. 

  • Your firewall may be blocking the installer since it comes as a .tar.gz file. Seen on Sonic Firewalls

  • Make sure repos.airtame.com and http://airtame-firmware.b-cdn.net/ are accessible or whitelisted via your network/firewall. Bear in mind that whitelisting the IP address may not work long-term as downloads could come from any global mirror.

  • If the update is stuck at the same percentage for more than 30 minutes, unplug the device and try again.

  • Updates happen over HTTP (TCP port 80) so ensure that this port is available on your network.

  • Try to use a power adapter instead of your display's USB port.

  • Try to put the device on a less restricted network, like a home network, to update.

  • Use an Ethernet adapter.

  • Check your IDS/IPS systems for anything that can be preventing an update.

 

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