Troubleshooting updates for Airtame Hub – Knowledge Center

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.

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, make sure the Airtame Hub has been properly integrated into your network.

No Internet

It sounds like a no-brainer but quite often 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 in the long term as downloads could come from any global mirror.

Sonic Firewall

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