Device does not show queued FOTA update

[teba99]

Hi,

We have defined a FOTA update for a set of devices. Our device SW follows the 'multi-service sample' code for FOTA.

Generally, FOTA works well for devices in a job. But occasionally we get the following situation:

The FOTA job shows the FOTA is queued for all devices. But when you look at individual devices then some don't show the FOTA job as queued, and it never becomes queued. So the device does not receive the FOTA update.

Example: This is FOTA job. FOTA is queued for devices ending d418 and b0ed:

Looking at the individual devices: b0ed shows the FOTA queued, but d418 doesn't show the FOTA queued.

Any advice is appreciated.

Thanks,

Terremne

[dejans]

Hi,

Could it be that device finished FOTA update and that there is no more FOTA update for that specific device?

But when you look at individual devices then some don't show the FOTA job as queued, and it never becomes queued. So the device does not receive the FOTA update.

How did you verify that device had not received FOTA update?

Best regards,
Dejan

[teba99]

Hi, 

Actually, I misspoke. The device *did* eventually get the update. But the update never shows in the device details, not before the FOTA and not after (even after clicking on the refresh button).

So it seems like this is an issue about the nRF Cloud UI not displaying the FOTA status in the device details. The actual FOTA functionality seems to work as expected.

Thanks,
-- Terrence

[dejans]

Hi Terrence,

You mentioned previously seeing this problem occasionally? How often is "occasionally"? Is there any regularity?

How many devices did you perform FOTA on?

Have you seen this potential problem also when doing FOTA for a single device or for a smaller number of devices? Does it happen always on the same device or the same group of devices?

Best regards,
Dejan

[teba99]

Hi Dejan,

Difficult to say. In the last few months we've done dozens of FOTA updates, usually to groups of devices ranging from several devices to maybe 70 or 80 devices. I'd say that in about 30% of the cases we observe this issue with at least one device. Initially we thought the affected devices weren't getting the FOTA at all and we restarted the FOTA. But then we realized the device were indeed getting the FOTA, it was just not being displayed. I don't think we've seen a pattern or trigger yet, but we continue to watch this. 

[dejans]

Hi Terrence,

We will look into this issue further internally. I expect to get back to you during next week.

Best regards,
Dejan

[teba99]

Great, thanks

[dejans]

Hi Terrence,

Would you be willing to invite my colleague to the team with the device that is experiencing the issue? 
You could then provide an example of the device that is not showing the update, and which update is not being shown.

Best regards,
Dejan

[teba99]

Hi Dejan,

I don't think we currently have this issue on any device. But if it happens again we can invite you.

Thanks,
-- Terrence