SMART Board firmware update issues

[lparry]

Just a heads up - could be a very limited issue or coincidence!

 

We have had several SMART boards across two schools in the trust receive an automated update which has caused the board to stop functioning so I would hold off performing any mass updates.

 

I'm reaching out to SMART to see if this is a known issue.

[dfergusson]

This has affected a number of schools with the GX gen1.

[atcoates]

Hi Both, hopefully you have both registered this with SMART and will receive support asap, please feel free to contact me if you need anything and I'll try and pass over any info.

 

"We understand that you are experiencing a blank screen after the recent 4K2.6.23 OTA update. Our team is actively investigating this issue, and we will provide you with more information as soon as possible. In the meantime, we have temporarily disabled the OTA update to prevent further inconvenience. We appreciate your patience and understanding"

Edited July 9, 2024 by atcoates

[PotNoodleTech]

@Olliekai this your issue???

[bitznpcz]

Is this affecting the Smart 6265 with IQ does anyone know?

 

I've just had a message from one of my schools saying they're having similar issues...

[atcoates]

Is this affecting the Smart 6265 with IQ does anyone know?

 

I've just had a message from one of my schools saying they're having similar issues...

The update that was released was just for the GXV1.

[atcoates]

Smart repsonse is here, if you have registered a helpdesk ticket SMART will be in touch with you directly.

 

Summary

Important issue affecting SMART Board GX (V1) interactive displays following the recent over-the-air (OTA) update. 

Attachment

Details

An important issue is affecting some SMART Board GX (V1) interactive displays following a recent over-the-air (OTA) update to software version 2.6.23 on July 7, 2024. Despite rigorous and successful internal testing, the update has led to a number of GX (V1) displays no longer showing an image when turned on. These units are now effectively non-functional.

 

This software update was immediately removed from our global OTA servers, and no further action is needed by customers to avoid this issue. Less than 0.5% of GX (V1) displays in the field were put at risk by this software update, and not all units exhibit the problem...

[PotNoodleTech]

Wow bricked the board? Thats me turning auto updates off methinks.

[dfergusson]

Wow bricked the board? Thats me turning auto updates off methinks.

 

We did that thankfully before this update. A previous update broken the menus on a small number of our Gen 1 requiring them to be factory wiped, we didn't want a repeat of that during term time.

[atcoates]

A fix is being actively trialled and is looking positive. Customers with the issue will soon be contacted and given some options to resolve the issue.