USG20-VPN (USG Flex 50) cannot upgrade past 5.30

MannyTC
MannyTC Posts: 5
First Comment Friend Collector
in Security
I have multiple customers using the USG20-VPN which are currently on 5.30 firmware. I have been unable to upgrade to any firmware version past that on any of them. Local upgrade or Cloud upgrade will not complete. When I log back into the device it acts like an upgrade was never attempted. The standby firmware does not update and continues to show the 5.21 version that was used in that slot previously. 
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  • Blabababa
    Blabababa Posts: 151  Master Member
    5 Answers First Comment Friend Collector Sixth Anniversary
    Found a post talking about this. See if it can help.
    Failed to upgrade to the new ZLD5.21 patch 1: why and how to resolve it? — Zyxel Community
  • Zyxel_Kevin
    Zyxel_Kevin Posts: 885  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 500 Comments
    Hi @MannyTC, 
    Thanks your feedback. The upgrade can be completed in my LAB.
    Did you have serial console cable ? Is there any error messages ?
    Please pick one of Flex50 and take the recording for us. 
    Thank you.
    Kevin
  • MannyTC
    MannyTC Posts: 5
    First Comment Friend Collector
    We should have the console cables but of course I am attempting to do this remotely at the moment. What happens is the whole process appears to work as expected and the Web GUI starts the clock to show how long its been but that screen never refreshes and the device never reboots. When I log back into it there is no evidence that I even tried the upgrade. I did not however yet look at the logs. I can try it again after hours and take a recording.
  • MannyTC
    MannyTC Posts: 5
    First Comment Friend Collector
    Zyxel_Kevin said:
    Hi @MannyTC, 
    Thanks your feedback. The upgrade can be completed in my LAB.
    Did you have serial console cable ? Is there any error messages ?
    Please pick one of Flex50 and take the recording for us. 
    Thank you.
    Kevin
    Hi, I recorded trying to upgrade manually and also with the cloud firmware. How do I get the recordings to you?
  • Zyxel_Kevin
    Zyxel_Kevin Posts: 885  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 500 Comments
    Hi @MannyTC, 
    Please kindly upload to Dropbox/Onedrive/Google drive then send the download link by private message.
    Thank you
    Kevin
  • MannyTC
    MannyTC Posts: 5
    First Comment Friend Collector
    Zyxel_Kevin said:
    Hi @MannyTC, 
    Please kindly upload to Dropbox/Onedrive/Google drive then send the download link by private message.
    Thank you
    Kevin
    PM Sent
  • Zyxel_Kevin
    Zyxel_Kevin Posts: 885  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 500 Comments
    Hi @MannyTC, 
    Unfortunately, cannot find clue in the video. 
    Could you share the console output when try to upgrade firmware.
    Thank you
  • MannyTC
    MannyTC Posts: 5
    First Comment Friend Collector
    Can you please give me detailed steps on what you would like me to do when attempting the upgrade?
  • Zyxel_Kevin
    Zyxel_Kevin Posts: 885  Zyxel Employee
    Zyxel Certified Network Administrator - Security Zyxel Certified Sales Associate 100 Answers 500 Comments
    Hi @MannyTC, 
    Please prepare the console cable . 
    1) Plug in console port of FLEX50
    2) Open computer device manager to find what USB Serial Port be used (COMX) and open the terminal software . 

    3) Try to upgrade the terminal client will display some messages. 
    4) collect these messages as text format for me .
    Thank you
    Kevin
  • DitchyDeez
    DitchyDeez Posts: 1
    First Comment

    Any resolution on this? I have the exact same issue.

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