There are three possible reasons for an edge gateway not coming back online after starting a firmware upgrade. If the edge gateway is not back online after 30 minutes, continue reading below. Please read each one carefully.

1) There still was a USB drive inserted with an old configuration file
As part of the upgrade process, the edge gateway reboots. If a USB drive is still inserted in the edge gateway, it will take over the configuration from the USB drive. If that configuration is no longer up to date, the edge gateway may no longer be able to connect to the internet.

To resolve this and prevent this from happening in the future, please follow the steps below:

1. Remove the old configuration file from the USB drive.
2. Create a new configuration file with the right settings at Fleet Manager > Tools, place it on the USB drive, and insert it into the edge gateway.
3. Once the edge gateway is back online, remove the USB drive entirely or just rename/remove the configuration file.
4. Try the firmware upgrade again.

2) Multiple connection types are configured (model: IXrouter3)
Some IXrouter3 models support multiple connection types to be configured as a fallback connection (wired, wireless, cellular). If the IXrouter3 is running firmware 3.24 or lower, the upgrade process is incompatible with failover and will instead use the first configured connection type in the following order: wired, wireless, cellular. For example, if wireless and cellular are configured, it will attempt the firmware upgrade using wireless. If that connection is not available, the IXrouter3 will not be able to complete the firmware upgrade.

To work around this, please follow the steps below:

1. Restart the IXrouter3 to get it back online.
2. Change the WAN configuration of the IXrouter3 so that only 1 connection type remains.
   • A device template can be created to later easily re-add the other connection types.
   • Make sure the remaining connection type provides internet access.
3. Try the firmware upgrade again.
4. After the firmware upgrade has completed, you can re-add the other connection type(s).

If it's an IXrouter3 with firmware 3.22 or higher or SecureEdge / SecureEdge Pro with firmware 5.0 or higher, it will automatically come back online if it fails to complete the firmware upgrade.

3) The edge gateway can't retrieve its upgrade file
Sometimes the edge gateway simply can't download the new firmware version, either due to a firewall blocking communication or due to a poor or unstable internet connection.

To resolve this and prevent this from happening in the future, please follow the steps below:

1. Restart the edge gateway to get it back online.
2. Make sure the edge gateway can download its firmware upgrade:
   • In case of a wired or wireless connection: Contact the local IT administrator and request them to check if the company firewall is blocking any traffic from the edge gateway. Specifically, to allow traffic to hostname am02.cdn.ayayot.com, which is the server that the edge gateway downloads its firmware version from and is also included in IXON's official whitelist. More information about the edge gateway's connection: How does your device connect to the IXON Cloud? (ports, protocols & servers).
   • In case of a cellular connection: The connection is poor or unstable. Try to improve the connection by following these tips for a poor cellular connection or connect your edge gateway to a different network.
3. Try the firmware upgrade again.

If it's an IXrouter3 with firmware 3.22 or higher or SecureEdge / SecureEdge Pro with firmware 5.0 or higher, it will automatically come back online if it fails to complete the firmware upgrade.

There are two possible reasons for an edge gateway coming back online with its old firmware version. Please read each one carefully.

1) Multiple connection types are configured (model: IXrouter3)
Some IXrouter models support multiple connection types to be configured as a fallback connection (wired, wireless, cellular). If the IXrouter is running firmware 3.24 or lower, the upgrade process is incompatible with failover. This has been greatly improved in firmware 3.25, but may still fail with specific configurations.

To work around this, please follow the steps below:

1. If your edge gateway is running firmware 3.25 or higher, try a firmware upgrade without making any changes first.
   • Some edge gateways, depending on their specific configuration, may be able to complete their firmware upgrade.
2. Change the WAN configuration of the IXrouter3 so that only 1 connection type remains.
   • A device template can be created to later easily re-add the other connection types.
   • Make sure the remaining connection type provides internet access.
3. Try the firmware upgrade again.
4. After the firmware upgrade has completed, you can re-add the other connection type(s).

2) The edge gateway can't retrieve its upgrade file
Sometimes the edge gateway simply can't download the new firmware version, either due to a firewall blocking communication or due to a poor or unstable internet connection.

To resolve this and prevent this from happening in the future, please follow the steps below:

1. Make sure the edge gateway can download its firmware upgrade:
   • In case of a wired or wireless connection: Contact the local IT administrator and request them to check if the company firewall is blocking any traffic from the edge gateway. Specifically, to allow traffic to hostname am02.cdn.ayayot.com, which is the server that the edge gateway downloads its firmware version from and is also included in IXON's official whitelist. More information about the edge gateway's connection: How does your device connect to the IXON Cloud? (ports, protocols & servers).
   • In case of a cellular connection: The connection is poor or unstable. Try to improve the connection by following these tips for a poor cellular connection or connect your edge gateway to a different network.
2. Try the firmware upgrade again.

3) The edge gateway keeps coming back online (quickly) with its previous firmware version (model: IXrouter3)
The IXrouter3 has a known bug where, if an upgrade attempt fails and it comes back online with its previous version, any follow-up upgrade attempts will also fail. This has been improved upon in firmware 3.29, making any follow-up attempts more reliable (release notes). If your IXrouter3 is still running a lower firmware version or in the rare case where the issue does still happen, there is a workaround available.

To work around this, please follow the steps below:

1. Upgrade or downgrade the IXrouter3 to a different firmware version first. Preferably the closest available version.
   • For example, if the IXrouter3 is running 3.28 and you're looking to upgrade to 3.29, downgrade it to 3.27.
2. Once the firmware upgrade (or downgrade) has completed and it is back online again, try the original firmware upgrade again.