neat.no

Software Update Not Completing

Last updated July 24, 2025

All Neat devices come with ‘automatic updates’ enabled by default. This means that during the initial installation stage, as soon as a device is connected to network, it will check the cloud storage (https://ota.neat.no/stable.json) to see if a new software is available and download and upgrade immediately.

For devices that are already installed, depending on the specific update method configured on the device (e.g. automatic updates, updates through Pulse etc.), once it is aware of a new software is available, it will proceed to update during the next upgrade window.

This article explains what you can do if your Neat device’s software upgrade process halts or doesn’t complete.

Contents

Symptoms for update failures

The most common symptoms are as follows:

  1. Purple update screen shown indefinitely (e.g. ‘update 2 of 2’ but never completing even after several hours).
  2. Bar reports ‘error 404’ and doesn’t complete upgrade.
  3. Reboot cycle where upgrade never completes but device reboots constantly

How to recover from update failures

The update files can be large, and downloads can take some time. However, if you suspect the download is showing indefinitely, then please:

  • Restart the process of upgrade again by performing a factory reset on your Neat devices. You must do this on all devices involved.
  • Check that you do not have network restrictions that are stopping the download.
  • Check specifically that both HTTP and HTTPS ports are opened for connectivitycheck.neat.no URL (see here)
  • If upgrade is halting over Wi-Fi, use a Wired/Ethernet connection (preferably open network for the first install, to ensure that your company’s firewall isn’t blocking any specific ports).
  • Perform a power cycle on your Neat devices.
  • Perform an extended power cycle on your Neat devices.
  • If possible, obtain logs from your devices (especially if they are still showing online on Pulse or have remote access enabled).

Please note that Neat’s update window is between 1am-5am (per each country’s timezone) or the next time the device is online.