Firmware Upgrade

[salarazad]

Hi everyone,

We are trying to upgrade our radios firmware to the latest version (R02.20.20.20.0001) but it is giving an error that the "Software Update Management policy is expired".

I have tried with new radios which we bought on Jan-2021, and also with an older radio bought on Aug-2020; with both of them they are getting upgraded up to R02.10.10.0001, and then when trying to upgrade to R02.20.20.0001 or R02.20.20.0002 it is showing this error.

I found an a suggestion on a forum to recover the "Software Update Management" feature license with CPS2 and then activate it on the same radio; I have tried it but didn't work, it shows that the device does not have any features registered.

Anybody have faced a similar issue? because both of these radios from 2021 & 2020 are considered new and should be updated to the latest version with no problems; Or do I need to purchase some license to be able to upgrade?

Note: we are using MotoTRBO DP4801 radios, and we are using the latest CPS2 version (2.26.203.0).


Many Thanks for your help!

 

[Tech21]

Were you connected to the internet while doing the recovery and activation process? If not, connect to the internet and try again.

 

[salarazad]

Were you connected to the internet while doing the recovery and activation process? If not, connect to the internet and try again.

Yes I was connected to the internet and it shows "No feature registered on server", when I don't have an internet it shows another error that "Unable to contact to the license server, please check your network settings and try again".

 

[Tech21]

Then that confirms you have the firmware issue motorola issued a MTN about. Upgrade to the version m2020.1 or whatever the equivalent version is wherever you are. There was an issue in that firmware that prevents you from updating. Were these radios ever touched with Radio Management?

 

[salarazad]

Then that confirms you have the firmware issue motorola issued a MTN about. Upgrade to the version m2020.1 or whatever the equivalent version is wherever you are. There was an issue in that firmware that prevents you from updating. Were these radios ever touched with Radio Management?

I have found this MTN release which is related to this issue, but it is not working with our standard radios (DP4801 & DP4601).

https://shop.uccwireless.com/customer/uccwir/PDFs/MTN-0110-20-NA.pdf

Is this MTN meant for all radios models? and for all regions as well (including EMEA).

 

[Tech21]

Try upgrading to R02.10.08.0001 first also, and then to m2020.1

 

[salarazad]

Try upgrading to R02.10.08.0001 first also, and then to m2020.1

I have tried this one ofcourse, I have all the firmware releases and I'm upgrading the radios gradually, firmware by firmware but it is still failing.

The older radios serial numbers from 2020 should be upgraded directly to latest version? or we have to contact Motorola to activate the serial numbers or something like that?

 

[Tech21]

At this point, I'd call Motorola to confirm those radios are eligible for updates. If they are fairly new radios, they should still have an active license for updates. If you do update directly to m2020.1 it shouldn't cause any issues at all.

 

[Firebuff880]

So the process should be -

Update to R2.10.nn

Submit the Serial Number, Model and Licensed Features value to your Dealer ..

Pay for SUM license or be told you are eligible either way you must resync (next STep) after the dealer runs the process ..
Manufactured after June 2018 I think is the line right now.
-- Software Update Management

Go online with your Radio Manager (Have not done this with CPS 2.0) and Update the Licenses.

Write the new feature code to the subscriber -- DO NOT UPDATE THE FIRMWARE in this step.

Update the Firmware -