What do I do if the device update failed?

If you get prompted thought the App that the device update has failed, please try the following troubleshooting.

1.Check if the LED on your device is lit. If not then please go to the next step. Otherwise, go to step 3.

2.Press the power button to check if the LED flashes blue, red or has no response.
If it flashes blue, please retry the update again, make sure to place the device where there is reliable network connectivity (by a window or outdoors).
If it flashes red, please check if the SIM card has run out of credit. If it does, top it up. After the SIM card check, restart the device by pressing and holding the power button for 3 seconds to turn it off, then pressing and holding the power button for 3 seconds again to turn it on. Upon release of the power button, the device should come on with a steady blue light, along with the start-up sound ‘welcome to Pawfit’. Once the device is restarted, retry the update.
If it has no response, please turn it on by pressing and holding the power button for 3 seconds. If the device is turned on, retry the update. If the device fails to turn on, place the device on the charger to charge. If the LED is lit, wait until it is fully charged, then turn it on and retry the update. If the LED doesn’t response, please reset the device by pressing and holding the power button for 15 seconds. After the reset, turn on the device and retry the update.
3.If the LED stays on, it indicates that your device may still be updating. Wait for further 10 minutes, if the LED goes off and the device is restarted, the update is successful. If after 10 minutes the LED is still lit, reset the device by pressing and holding the power button for 15 seconds. After the reset, press and hold the power button again for 3 seconds for a normal power up. If the LED is lit and stays red for tens of seconds, followed by a restart, then the update is successful. If after the power up nothing else happened, please retry the update.

If the device becomes irresponsive after the update, and none of the above troubleshooting works, then please contact our customer service team by emailing to support@pawfit.com for further support.