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Cannot upgrade TE20 via UpgMaster tool

Publication Date:  2019-02-12 Views:  98 Downloads:  0

Issue Description

Customer tried to upgrade a TE20 by using UpgMaster tool and it keeps failing:


Alarm Information

no alarm

Handling Process

Asked customer to perform a wireshark trace while trying to perform the upgrade process.

By analyzing the wireshark trace, the conclusion is the following:

- the first phase of the upgrade (when the UpgMaster tool makes a TCP connection on port 7086 to the TE20 and instructs it how to connect to UpgMaster and get the software file necessary for the upgrade) is successfully completed

- the second phase of the upgrade (when the above mentioned TCP connection is closed and then TE20 should make a TCP connection to the PC to get the upgrade file) is not completed


Note: wireshark trace can not be shown here due to security and privacy concerns

Root Cause

The root cause is the firewall on customer's PC, that prevents the TE20 from making the TCP connection to the PC to get the upgrade file.

Solution

Disable the firewall on PC to allow the TE20 to get the upgrade file.

END