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Discussion topic: Firmware update issue

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This message was authored by MonicaLea This message was authored by: MonicaLea

Firmware update issue

I've had my doorbell about 3 months now and all has been fine, I've been recharging every couple of weeks with no issue. On this occasion it went completed flat whilst I was at work, I tried to recharge it with no joy but eventually today it was flashing amber and blue indicating it's charging, after just 3-4hrs it's solid blue, I went on the app and was told there's a firmware update, it's now been telling me for the last 30 mins it's still updating, surely it shouldn't take this long. 
Does anyone recommend I do something to stop the update and try again? 

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This message was authored by lettice This message was authored by: lettice

Re: Firmware update issue

Posted by a Superuser, not a Sky employee. Find out more

Turn the doorbell off for at least ten minutes, with the switch on the back of the doorbell, that is under the flap next to the usb charging point.

On powering back, recharge again for at least 8 hours or overnight and then try connecting to the chime  again.

 

 

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Sky Community Superuser
Sky Q V2 main & mini, Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
MonicaLea
Topic Author
This message was authored by MonicaLea This message was authored by: MonicaLea

Re: Firmware update issue

Thanks 😊

should I remove the usb charging wire whilst it's off for 10 mins? 

This message was authored by lettice This message was authored by: lettice

Re: Firmware update issue

Posted by a Superuser, not a Sky employee. Find out more

@MonicaLea wrote:

Thanks 😊

should I remove the usb charging wire whilst it's off for 10 mins? 


Yes

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Sky Community Superuser
Sky Q V2 main & mini, Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
MonicaLea
Topic Author
This message was authored by MonicaLea This message was authored by: MonicaLea

Re: Firmware update issue

Did all that and it's come back as firmware update unsuccessful, I feel like launching the thing ha ha ha 

This message was authored by lettice This message was authored by: lettice

Re: Firmware update issue

Posted by a Superuser, not a Sky employee. Find out more

Ok, thanks for trying the above. It has resolved some customers with the error in the past.

 

Would suggest  now contacting the Sky Protect support team.

Within the app, select the ?
Click on the blue support button
Select Get in touch
The email address and a support phone number are there

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Sky Community Superuser
Sky Q V2 main & mini, Sky Ultrafast + using Sky SR203 hub. Sky Protect kit tester.
MonicaLea
Topic Author
This message was authored by MonicaLea This message was authored by: MonicaLea

Re: Firmware update issue

Thanks so much for your help 😃

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