SONOFF Zigbee Bridge Ultra Problem

[b.n.maricic]

Why can’t I update the firmware of the Zigbee devices connected to the SONOFF Zigbee Bridge Ultra?

Namely, for Zigbee devices that are connected to the SONOFF Zigbee Bridge Ultra on the eWelink web, it is shown to me that there is new firmware for the connected Zigbee devices, while in the eWelink application I do not receive information that there are new updates available.

When I try to update Zigbee devices from the eWelink web, it doesn’t go through at all.

I overcome the problem “manually”, by switching the devices from SONOFF Zigbee Bridge Ultra to SONOFF Zigbee Bridge Pro, after which I get information in the eWelink application that there are new updates available and I update them without problems!

[ward]

Sorry for the inconvenience.

Could you please contact support with more information about your devices?

Thanks in advance.

Please raise your ticket via the help center if help needed

Welcome to the Forum of eWeLink. This forum is primarily used for user interaction and free discussion. Raising a ticket via the App Feedback Channel or the Help center web portal if you meet any issues related to software-related ones (APP, WEB, CAST, Cloud Services) is highly recommended. If it’s an issue related to SONOFF devices, raising a ticket HERE is the best way to get a response timely. Let’s build a forum with fun and ideas, thank you for your understanding, deeply.

[b.n.maricic]

Is this forum starting to lose its meaning?

90% of answers and advice from admin eWelink comes down to contact support, very interesting!

[ward]

It’s mainly for discussion and feature requests, not a support centre.

Without enough information and logs, either we or other users can help much, especially for general issues like connectivity or firmware OTA failure.

Hope you can understand.

[b.n.maricic]

@ward

discussion and feature requests, not a support c

I agree with you!

It is necessary to hear the suggestions and ideas of users as well as their visions, wishes and expectations regarding the improvement of software and hardware, I think that is invaluable.

However, those things that are not done properly at the start, which some of the users on the forum would say “came out in the Beta version”, it is necessary to discuss them on the forum and to come to some conclusion in which direction to go.

I also expect you to at least try to give an expert opinion and advice, even if it’s all about “We’ll look at the problem and try to fix it in the next period”.

I say this with good intentions, in order to improve user satisfaction with your products, and to call it “customer support” which will not be formalized.

I hope you understand me!

[ward]

Thx for the feedback; I understand you from the user side; I’m a heavy user of smart home gadgets, too!

@b.n.maricic

I also expect you to at least try to give an expert opinion and advice

I am more like a communicator and manager of the forum. I did invisible work behind it, like pinging/assigning topics to developers and product managers. There’s a lot of work back and forth.

And as an official staff, I have to be cautious when giving advice. I personally tend to give more info and explanation when it comes to Zigbee/Matter that I’m familiar with. There are lots of pro users here, too, to give useful ideas.

@b.n.maricic

“We’ll look at the problem and try to fix it in the next period”

We must give answers when someone reports an issue, but most of the time, we can not guarantee a specific timeline or solid solution before we have navigated the issue and put it into the coming release.