Applies to: HealthPro

Issue Summary

Sometimes a device is known to be running old firmware but is not showing as eligible for an update. This article explains the possible reasons for this occurrence.

Resolution

This event can be caused by three possibilities: 

• Lag - HealthPro periodically checks to see whether there is a newer firmware available for a Hanwha Vision device. When an update is detected, the devices are listed in the HealthPro dashboard under Update as eligible for an Update from Cloud. For performance reasons, this check is only made daily instead of in real-time. This is because firmware updates are not typically released more frequently. Therefore, if you intentionally install an older firmware on a device (such as to test the update feature), HealthPro will not list it until the next check cycle, which could be up to one day away. This lag is by design and is expected behavior to maximize performance.
  
  To resolve this issue, wait for the next daily cycle or upgrade your firmware manually.
   
• No HealthPro License - Only licensed devices display as updatable. 
  
  To resolve this issue, license the device.

• Non-Hanwha Vision devices - HealthPro does not check non-Hanwha Vision devices for firmware updates. Although you can manually update the firmware on some AXIS and i-PRO devices, HealthPro does not have access to their firmware repository, so cannot discover that an update is available. Other devices that are being monitored by HealthPro via ONVIF also do not show, and cannot be updated manually either.
  
  To resolve this issue, manually update the firmware on compatible AXIS and i-PRO devices. 
   

  NOTE: HealthPro does not check non-Hanwha Vision devices for firmware updates 
  because HealthPro does not have access to their firmware repository.