Firmware upgrades are needed to fix bugs, improve security, and add new features. You can easily upgrade the CloudVPN router's firmware from inside the CloudVPN Portal at any time.

We strongly recommend reading the full article before starting a firmware upgrade.

• What do I need to know before upgrading?
• How do I upgrade my CloudVPN router's firmware?
• Troubleshooting - What if my CloudVPN router doesn't come back online?

What do I need to know before upgrading?

The firmware upgrade process usually takes 5 minutes with any decent internet connection. As part of this process the CloudVPN router will reboot twice. This means that any communication going trough the CloudVPN router will be interrupted for a few seconds. This includes any communication between devices directly connected to the CloudVPN router's LAN ports (e.g. a PLC and HMI), and any communication going from WAN to LAN and vice versa, if applicable. Once the firmware upgrade has finished the CloudVPN router will automatically come back online.

Before you start an upgrade, make sure:

• There is no USB flash drive in the CloudVPN router as it may contain an old configuration file, resulting in the CloudVPN router being configured incorrectly and not being able to come back online.
• You have someone available near the CloudVPN router to reboot the CloudVPN router in the very rare case that it doesn't come back online automatically. In such a case, wait at least 20 minutes and then reboot the CloudVPN router.

How do I upgrade my CloudVPN router's firmware?

Follow the steps below to upgrade your CloudVPN router's firmware.

• Go to the CloudVPN Portal Fleet Manager app, which is accessible from the Apps menu in the top right corner if you are currently in a different CloudVPN Portal app.
• Open the main menu , go to Devices  , and select the concerning device.
• Go to Info  and click [Manage] next to firmware version.
• Select a firmware version and click on [Start upgrade].

Troubleshooting - What if my CloudVPN router doesn't come back online?

In rare cases, it might happen that your CloudVPN router doesn't come back online. There are two common reasons for your CloudVPN router to not come back online. Please check first if there is a USB drive with a configuration file inserted in your CloudVPN router. If this is the case, this is the likely cause of the issue. Otherwise, the CloudVPN router likely can't retrieve its upgrade file.

• There was an USB with a old configuration file inserted
• The CloudVPN router can't retrieve its upgrade file

There was an USB drive with a old configuration file inserted

When a usb drive with on old configuration file is still inserted in the CloudVPN router, the router will try to register according to that configuration file. This means that the firmware upgrade won't succeed and the router doesn't come back online. Please follow the steps below to retrieve your CloudVPN router:

• Go to the CloudVPN Portal Fleet Manager, which is also accessible via the Apps menu  in the top right corner if you are currently in a different CloudVPN Portal app.
• Open the main menu  , go to Devices  , and select the concerning device.
• Go to More  and enable "Recover upon next registration".
• Return to the main menu  and select Tools , now click on [Start configuration] for the Router config-file.
• Set-up and download the configuration file as desired.
• Insert the USB-drive in the CloudVPN router and restart the CloudVPN router by disabling and re-establishing its power supply. 

The CloudVPN router can't retrieve its upgrade file

Sometimes the CloudVPN router can't retrieve its upgrade file, this may be because the file is blocked at the firewall or because the CloudVPN router has poor internet reception. If your CloudVPN router has been offline for over 20 minutes you can restart your CloudVPN router. If it comes back online with the old firmware version, the CloudVPN router was unable to retrieve its upgrade file. 

Please review your firewall settings to check if your firewall isn't blocking any of the CloudVPN router's outbound connection to the CloudVPN Portal. If you allow the CloudVPN router access through MAC-address based exceptions, please check to see if the MAC-address is correct.

If your firewall isn't blocking the communication, it's possible the internet connection is unstable or has poor reception. Try to connect your CloudVPN router to a different network and try to upgrade your firmware again.