Your VueZone software needs to be updated periodically to take advantage of improvements and to enable new features. The following instructions will guide you through the update process.

How do I update my VueZone system software?
Can I update a camera individually?
What if my system software fails to update completely?

How do I update my VueZone system software?

There are two types of updates – recommended and mandatory. Recommended updates are optional; you are not required to install them, and your VueZone system will continue to operate without them. However, be advised that by not installing recommended upgrades you may not have access to the newest VueZone features. Mandatory updates are infrequent – typically not more than once per year – but they must be installed before you can continue using your VueZone system, including viewing your cameras via your VueZone mobile apps.

Important: Prior to starting the update process, please make sure your cameras are powered on and synced with your gateway.

Note: Cameras with low battery readings will be skipped during the update process and will need a new battery in order to update.

When an update is available, you will be notified when you log into my.VueZone.com via a web browser (updating your VueZone system via mobile apps is not supported at this time.) You may also manually start the update process from the Settings tab.

To initiate your VueZone software update upon login, click Yes from the dialog box as shown below.

To initiate your VueZone software update from the Settings tab, select the Settings tab, select Gateways and select the link that reads System software update available as shown below.

To complete your VueZone update:

You will see a dialog box, which indicates the software version and the release date. Click Start as shown below.

The update will start and you will be shown a progress bar.

Note: You will not be able to use your VueZone system during the software update.

When the update is complete, log out and log back in.

Note: In some cases, the system will successfully update, but one or more of your individual cameras will not update. You will be prompted on the individual cameras to update them (see below). You will still be able to use your system – and update that particular camera later.

Can I update a camera individually?

Yes, if a camera does not have the most up-to-date software, you can update it either directly from the Cameras tab, or from the Settings tab. To initiate the update from the Cameras tab, click Yes as shown below.

To initiate the update from the Settings tab, click on the name of the camera you wish to update. Then click the link that reads Camera software update available.

To complete your VueZone camera update:

You will see a dialog box, which indicates which camera(s) will be updated and to which software version. Click Start as shown below.

The update will start and you will be shown a progress bar. Note: you will not be able to use your VueZone system during the software update. When the update is complete, you will be notified. Click OK when prompted.

Note: You must stop using your cameras, including scheduled recordings before you start the update process, otherwise you will not be able to update your cameras.

What if my system software fails to update completely?

The VueZone update skips cameras that were offline or had a low battery. A camera may be offline due to being powered off, having a dead battery, being out of range of gateway, or requiring a re-sync with the gateway. In most cases, you will be able to continue use your VueZone system even if some of the cameras did not update. Please try the following steps if any of your cameras did not update.

  1. Log out and log back in and go to the Settings tab. Click on the name of the camera in question, and note the battery level, current status and firmware level. If there is a newer firmware available, you will see the option System software update available immediately next to the firmware value.
  2. If any of your cameras are status 'Connected' but only show 1 bar for the battery, you will need to place a new battery into this camera, re-sync if necessary, and re-run the software update.
  3. If any of your cameras are status 'Not connected', you may need to re-sync them with the gateway. Re-sync as follows: power off your camera(s) for at least 2 minutes, bring within 12 inches of the gateway, hit the sync button on the top of the gateway and then power on the camera(s) while watching the front of the camera. Upon powering on, you should see the blue LED light come on for a couple seconds - keep watching the LED - during syncing the blue LED should flash for about four seconds indicating the camera(s) synced with the gateway. This can happen immediately or up to 45 seconds later (typically within 10 seconds). To confirm, login to your my.VueZone.com account and confirm camera(s) can be viewed. If one or more of your cameras do not sync, insert a new battery and try process again.
  4. If your gateway current status is 'Not connected', try recycling power to your gateway to allow it to reconnect with our data center. Your gateway will take about 1-2 minutes to start-up, the power light will become solid and your gateway is ready to use when the ‘Internet’ light starts blinking. Re-run the software update once the status goes to 'Connected'.
  5. If any cameras that did not update are status 'Connected' and show more than 1 bar for the battery, bring closer to the gateway and re-run the software update.
  6. Contact VueZone Customer Support if you are unable to get all of your devices to update to the latest firmware level.