Background:
A system bug has been identified in the software for the Franklin WH product related to a recent firmware upgrade. The firmware, version R06, was initially released in May and has caused various issues across certain systems.
Process:
Create a new ticket as troubleshooting completing properties and using R06 Upgrade Error for the comment.
Use tag "FW R06 Manual Upgrade Outreach" for the ticket
Link ticket to Tracker "https://service.franklinwh.com/a/tickets/42228"
Sent canned response " Homeowner - R06 Upgrade Error Restart Request" for instructions or you can follow the troubleshooting.
Troubleshooting:
- Turn Off Each Component:
- Turn off the aPower (battery) power switch located on the right side of the battery. Refer to the following photo for guidance. When the button is flush/even, it is in the OFF position; when it is indented inwards, it is in the ON position.
- Without removing the aGate inner panel, turn off the aPower breaker inside the FranklinWH aGate. The aPower breaker is located on the left side, the second breaker from the top. Then, turn off the aGate system control switch, which is the red toggle switch near the top right. These areas are indicated in green boxes in the picture below. Please note, do not remove the inner panel; only open the aGate door.
- Turn off the aPower (battery) power switch located on the right side of the battery. Refer to the following photo for guidance. When the button is flush/even, it is in the OFF position; when it is indented inwards, it is in the ON position.
- Wait:
- Leave all components off for 3-5 minutes.
- Leave all components off for 3-5 minutes.
- Turn Everything Back On:
- Turn on the aPower (battery) power switch.
- Turn on the aPower breaker inside the FranklinWH aGate.
- Turn on the aGate system control switch.
4. Confirmed that system firmware was already updated:
- Confirmed firmware version using fleetview by going to Device version.
5. Close Ticket:
- Document ticket using the Canned response "Note"
- Mark Ticket as Resolved.