2nd level support for remote firmware update

Support & Troubleshooting
1

Hello- I have not been using my Tablo Dual 64gb at firmware 2.2.40 in recent months, so I missed the May 22 cutoff for self-service firmware update to current level 2.2.60. I submitted a support ticket on June 22 with all necessary information. I have since responded twice to automated support with the unit serial number/MAC address, and also telephoned 1st level support on June 29, again supplying the information. Both automated and first level support confirmed that firmware level 2.2.40 is too old for self-service update, and that support team assistance would be needed to push the firmware update remotely. Nothing happened, so my followup yesterday received this automated response, which was encouraging: “The next step is for our team to manually push the firmware update to your device. Please make sure your Tablo is powered on and connected to the internet, and I’ll get this queued for a remote update.” After replying that the unit has been powered up awaiting update, this automated response was received: Your Ticket ID is: 578347
Thanks for contacting us about the guide data on your Tablo device! We got your request and will check it out right away. If we can fix the affected channel(s), you should see the new guide data in about 7 to 10 business days. We’ll let you know as soon as we have an update!"

Guide data update is not needed. There does not seem to be a way to contact 2nd level support directly for the necessary firmware update, which is why I am submitting this for review. Thank you.

2

Hi @drag7893,

Sorry you’re running into this,

An agent sent a message to you this morning on setting your Tablo up into remote access mode. Have you received it?

If not, here’s how you set it up:

Press the reset button 3 times rapidly (3 times within 1 second).

  • If done correctly, you’ll notice the blue LED will begin blinking twice in a row, with a small pause (heartbeat mode). This will allow us to access your Tablo remotely.
  • The trick to remote access mode is to watch the Tablo for ~2 minutes after you try this. If the blue LED goes solid, it didn’t work and you need to try again. The most common reason for this not working is if you did not click the reset button 3 time quickly enough. This needs to be very fast.

Let us know when you’ve done this and we’ll set up the update.