Troubleshooting updates

This document will help you troubleshoot the device's upgrade issues.

Check your current device version

1. Open Vectra brain's GUI page.

2. Click "Data Sources" on the left side of the screen.

3. Click "Brain Setup"

4. Check the "Brain serial number" and "Version number" from the screenshot below.

5. 

6. Check if the device is currently on your required version number or not.

Check the current upgrade status

1. If the version is not on your required version, please check if the upgrade is still ongoing at the time of the investigation.

2. Login to your Vectra device via SSH.

3. Once you have successfully logged in, you should see a prompt like the screenshot below:

4. 

5. Type "show version"

6. It show the result like the screenshot below:

7. 

8. From the output you can see if the upgrade process is still in progress.

9. "Upgrading" will be "True" if the upgrading process is not yet completed.

10. ** Please be aware that the upgrade might require several different version upgrades before it reaches the final targeted version upgrade process.

11. Please allow some time for the upgrade to completed, but if you feel the upgrade is taking too long to complete, please contact Vectra support "[email protected]" for further investigation.

How to check the current versions for all sensors paired with the brain?

1. From the GUI page, you can see all the sensors and their versions.

2. Click "Data Sources > Sensors" and you will see the screen like below:

3. 

4. Click on the sensor of your choice, and you will be able to identify the version of the sensor.

5. There is an alternative way to check the version of all the sensors paired with the brain.

6. Please access the Vectra brain via SSH.

7. Once you have logged in, you should see a screen like below:

8. 

9. Type "Show sensors"

10. This will show you all the sensors' serial number, version and other important information like below:

11. 

12. This will help you identify which sensor might experienced any upgrading issue.

How to request for a specific version to be pinned for a Vectra brain device?

1. If you like a Vectra brain device to be remained in a specific version, please contact the Vectra support for this matter.

2. Once Vectra support verified your request, the device will remain in that specific version you have requested.

3. The pinned version will not be changed until we hear further requirement from the customer.

4. Please contact "[email protected]" for this matter.

_** Vectra supports customers running the latest release (GA - General Availability) and the previous release (GA-1). For example: If the current GA release is 8.9.x then customers running both 8.8.x and 8.9.x. are fully supported. _