Has Your Verkada Camera's Firmware Update Failed?
Verkada's cloud-based system is designed to keep your cameras secure and up-to-date with automatic firmware updates. This seamless process ensures your devices always have the latest features and security patches. However, on rare occasions, an update can fail, potentially causing your camera to go offline or become unresponsive.
If you've noticed a 'Firmware Update Failed' message in your Command dashboard or a camera has stopped working after a scheduled update, this guide is here to help. We'll explain why failures happen and what steps you can take to resolve the issue.
Symptoms of a Failed Verkada Firmware Update
A failed firmware update can manifest in several ways. Look out for these key indicators in your Verkada Command platform and on the device itself:
- Prolonged 'Updating' Status: In the Command dashboard, the camera's status remains 'Updating' for an unusually long time (more than 30 minutes).
- Camera Goes Offline: The device goes completely offline during or immediately after an update attempt and does not reconnect.
- 'Firmware Update Failed' Event: The camera's event log in Command explicitly shows a 'Firmware Update Failed' error message.
- Unusual LED Behaviour: The camera's LED indicator displays an abnormal pattern, such as a solid blue or flashing blue light, for an extended period.
- Video Feed Loss: You lose the live video feed from the camera, and its historical footage becomes inaccessible.
- Unresponsive to Reboots: The camera does not respond to reboot commands initiated from the Command dashboard.
- Post-Update Connectivity Problems: The camera comes back online but experiences intermittent connectivity issues that weren't present before the update.
Troubleshooting Steps for a Failed Update
Verkada's system is designed to be resilient and often recovers on its own. However, if you're facing issues, here's the professional approach to troubleshooting.
1. Be Patient and Do Not Intervene Prematurely
This is the most important first step. When a Verkada camera is updating its firmware, its LED will flash blue. If an issue occurs, it may enter a recovery mode.
- Wait at Least 30 Minutes: Do not power cycle or unplug the camera immediately. The device may be automatically retrying the download or attempting to roll back to the previous stable version. Interrupting this process can cause more significant problems.
- Observe the LED:
- Flashing Blue: The update is in progress. Be patient.
- Solid Blue: The camera is stuck in its boot-up sequence. This can happen after a failed update. Leave it for 20-30 minutes. If there's no change, proceed to the next step.
2. Perform a Controlled Power Cycle
If the camera has been unresponsive or stuck in an error state for over 30 minutes, a controlled reboot is the next logical step.
- For PoE Cameras: Unplug the Ethernet cable from the camera or from the switch port it's connected to. Wait for a full 60 seconds to ensure all residual power is discharged.
- Reconnect: Plug the Ethernet cable back in firmly.
- Observe: Watch the camera's LED light and its status in the Command dashboard. It should go through its normal boot sequence (flashing orange, then solid orange, then solid blue). This process can take several minutes.
3. Check Network and Firewall Settings
A failed update is often caused by a brief interruption in the connection to Verkada's cloud servers. It's wise to ensure your network is stable.
- Verify Internet Connectivity: Check that your site's internet connection is stable.
- Review Firewall Rules: Confirm that your firewall allows outbound traffic on TCP/UDP port 443. While the connection may have worked before, a change in firewall policy could be blocking the larger firmware file download. Check your firewall logs for any blocked traffic from the camera's IP address.
4. Contact Verkada Technical Support
If the camera does not recover after a power cycle and you have confirmed your network is stable, it's time to leverage Verkada's support team. Their ability to remotely diagnose the camera is your most powerful tool.
- Provide Key Information: When you contact support, have the following information ready:
- The camera's serial number.
- The approximate time the update failed.
- The status of the camera's LED light (colour and pattern).
- Any troubleshooting steps you have already taken.
- Remote Diagnostics: The support team can remotely access the camera's diagnostic logs (even if it appears offline to you) to understand the cause of the failure. They can often force a re-flash of the firmware or push an older, stable version to bring the camera back online.
By following this structured approach, you can handle a failed Verkada firmware update efficiently and minimise camera downtime.