What causes a firmware upgrade failure?

Problem

Uploading firmware through the AWI or a PCoIP Zero Client or PCoIP Remote Workstation Card fails with an error message. Applying firmware through the PCoIP Management Console fails.

Cause and Solution

There are multiple scenarios that can cause the failure of firmware to upload and apply. In none of the scenarios below apply to your issue, open a ticket with Teradici Global Support Services.

Scenario 1: Unable to upgrade to a newer firmware due to applying an incompatible firmware

Note: Always review the firmware release details for each firmware release.

Depending on the currently installed firmware version, upgrading to new firmware may require an intermediate firmware upload.

If the firmware upload fails and you see an error message of "The file is too large. Please upload a different file." on the Web Administrative Interface then check the zero client or remote workstation card event log.

AWI event log entries when the upgrade is done via the AWI

12/04/2014, 14:19:59> LVL:2 RC:   0    MGMT_FW_PROV :Download start
12/04/2014, 14:19:59> LVL:2 RC:   0    MGMT_UI :Web interface started new upload (handle = 2)
12/04/2014, 14:19:59> LVL:2 RC:   0    MGMT_FW_PROV :New firmware build suffix is:           
12/04/2014, 14:19:59> LVL:2 RC:   0    MGMT_FW_PROV :New firmware tag is: r4_7@16934 
12/04/2014, 14:20:51> LVL:2 RC:   0    PROMMER :Download error - file
12/04/2014, 14:20:51> LVL:1 RC:-505  MGMT_FW_PROV :Fail to write
12/04/2014, 14:20:57> LVL:2 RC:   0    MGMT_UI :Web interface finished upload (handle = 2)
12/04/2014, 14:20:57> LVL:2 RC:   0    MGMT_FW_PROV :Download incomplete

AWI event log entries when the upgrade is done via the Management Console

0d,00:07:54> LVL:2 RC: 0 MGMT_FW_PROV :Download start
0d,00:07:57> LVL:2 RC: 0 MGMT_FW_PROV :New firmware build suffix is:
0d,00:07:57> LVL:2 RC: 0 MGMT_FW_PROV :New firmware tag is: r4_7@17101
0d,00:08:31> LVL:2 RC: 0 PROMMER :Download error - file
0d,00:08:31> LVL:1 RC:-505 MGMT_FW_PROV :Fail to write
0d,00:08:31> LVL:2 RC: 0 MGMT_FW_PROV :Download incomplete - communication failure

Resolution

If you see error messages similar to the examples above, the issue is caused by missing an intermediary firmware upload prior to upgrading to firmware 4.7.0 or newer. Please note that the error messages presented in the AWI logs differ slightly in this scenario depending on the method of performing the upgrade. For the required upgrade path to firmware 4.7 and above refer to Tera 2 PCoIP Zero Client and PCoIP Remote Workstation Card firmware prerequisites when upgrading to new firmware releases.

Scenario 2: A Corrupt Firmware File Being Used

Open the PCoIP zero client or remote workstation card event log. If you see the following messages, then the firmware upload failure is caused by a corrupted firmware file or an incorrect firmware file. 

10d,00:50:23.760> Download start
10d,00:50:23.760> Download incomplete - invalid file
10d,00:50:23.900> Download incomplete

Resolution

Confirm that the correct firmware file extension is used. Upload the firmware file with the ".ALL" extension.

If the extension was correct, then download a new copy of the firmware and re-try the firmware upload.   

Scenario 3: Firmware Upload Interruption

If the upload fails and there is no error message, open the zero client or remote workstation card event log.  If you see the below messages, the firmware upload failure could be caused by a networking issue. 

10d,00:50:23.760> Download start

Resolution

Check the PCoIP zero client or PCoIP remote workstation card network connection.  

Scenario 4: Flash Memory Hardware Failure

If the firmware upload fails and you see an error message of "An error occurred while programming flash. Please try again" on the Web Administrative Interface then check the zero client or remote workstation card event log. If you see the below message, the issue is caused by a flash hardware failure.  Depending on the flash memory failure, it may be possible to read the flash memory (i.e. the zero client or remote workstation card can boot), but can not be written to (cannot upgrade the firmware).

10d,00:50:06.170> Download start
10d,00:50:18.530> Download error - flash
10d,00:50:18.530> (MGMT_FW_PROV): Fail to write
10d,00:50:23.230> Download incomplete

Resolution

Contact your PCoIP zero client OEM. 

Scenario 5: Firmware upgrade already in progress

Using an incompatible browser may cause this issue. When used, users may see nothing happening or see an incorrect message indicating the firmware upgrade is in progress when it is not and the session times out. We have had reports that users cannot upgrade when using Google Chrome, Google Chrome is an unsupported browser. Others have reported when using a new Browser to upgrade the firmware on older zero clients they also experience this issue, however when using an older browser the firmware upgrade is successful.

Resolution

Use a supported web browser to upload new firmware.