FGT001 - 4.9 update issue, 2 of 3 are not fully funcional

[jookaa 1]

Hello,

 

I Have 3 FGT001 and I tried to update them all to the 4.9 version, one completed the update  without issue, the other 2 gave me an error message "Update Failed", the strange thing is that the update was done, maybe not fully, after some time I got a notification saying that one or more devices needs reconfiguration, after this, they all show 4.9, but the two that had failed update does not respond to some commands.

 

The one that updated correctly had the 4.5, the other ones 4.6

 

I did contacted support and they did not helped me as was promissed for issues with the 4.9 update.

This is the only one that updated without issue:

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this one failed the update, but shows 4.9 anyway, the Head is not working properly:

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Edited June 29, 2022 by jookaa
Labeling attached images

[m.roszak 474]

As I can see you are using Z-Wave Engine 3.0?

 

[jookaa 1]

Yes, I'm using the 3.0, but I've the same result using another zwave hub.

 I have one FGT that updated without issue and is working ok, the one that came with v4.5.

[m.roszak 474]

I have asked our support to reopen your case, we will try to help you remotely
They should contact you soon. 

EDIT
There is no ticket in the system for your case/email.
Probably you have called only.

Please create a new one

[jookaa 1]

I did not call, I contacted support via email, but, never got an support ticket, just a "quick reply" from support.

how can I open a ticket?

[m.roszak 474]

Please login or register to see this link.

 

[jookaa 1]

Thanks, I've already created the ticket

[jookaa 1]

After have opened a ticked and I was requested to send the defective devices, I get them back one day later it was delivered, UNFIXED.

 

 

@m.roszak I know that you was involved in the remote tests, why RMA department did not asked you about the case, as both Heat controllers still have the problem?

Edited July 21, 2022 by jookaa
more info

[m.roszak 474]

That is an interesting question, generally I am not from support - maybe that is why.
I will make sure that it will be resolved as soon as possible.

[jookaa 1]

33 minutes ago, m.roszak said:

That is an interesting question, generally I am not from support - maybe that is why.
I will make sure that it will be resolved as soon as possible.

Maybe I was confused by the surname, maybe there is someone from support with the same surname?
Should I send them again?

[m.roszak 474]

Do not send them by yourself, support will contact you in this matter

[jookaa 1]

Just recieved back the repaired FGT's, now they work correctly.

Thanks for the help.