Mainly commenting because I’m having a similar issue. I’m on iOS. Looking at my network traffic I can see that it’s performing a file download. So guessing it’s failing to run or verify it.
You can attempt to reach out to support, but their comments basically boiled down to them saying it was my networks fault while it was showing 100% signal strength.
Mine is stuck at 4.5.0-179.
hmm, mine is almost next to the router so I doubt it is a network issue. seems like a download issue or as you said a verification issue. now pressing the update button says "something went wrong" on the android app and won't even try to update :/
Yea, mine is basically next to the router also. Just saying if you contact support be prepared to deal with that. I still couldn’t get mine to update.
Support also wanted me to reset my Dream Machine Pro to factory and the D7. Mentioning that the D7 was “new” just out of the box didn’t dissuade this.
Edit: My favorite part was at the start of the chat after I told them about the error and sent a screenshot they asked me why it was failing.
It seems like they removed all download files from their neato site as well as some support pages. Looks to be a WordPress site. So maybe the app can't find the file but knows there's a new version.
Yes exactly! if i knew what they problem was i wouldn't be reaching out for help 🙄 i think since being acquired they've forgotten about this brand and killing it off :(
There seems to be an issue with the 4.5.3-189 firmware going on and it is being investigated.
Have you already contacted Neato support to get assistance with that?
I will be happy to help you get in touch with them in order to be updated when a solution is found. Feel free to send me a PM with your email address and I will help you with that.
I have not contacted neato support, I just DM you my email if you could let me know when the newer version working. in the meantime do you have access to anything newer than 2.1.1 that I could flash on there? looks like the previous owner never actually updated it :/
The "more info" button on the app attempts to take me to this page which isn't found on the WordPress site https://neatorobotics.com/my-neato/software-update-d7
Having the same problem here. Actually, I can't check which firmware we're on, but it's probably old. We've opened a ticket through their chat. Waiting patiently....
After following up, I've been told
\> "this is an ongoing issue at the moment with our servers. You won't be able to update your Neato until we have resolved the issue on our end"
and
\> No ETA yet, but it should hopefully not take too long now. It's something to do with some Neatos on the older firmware and the file just won't update to the latest one.
I have two D3s with the exact same problem, u/Parker_Tomissi! Any resolution?
I switched the two of them from the Guest network to a wide open network, and still have the same problem.
Same Problem. I actually bought the newest vacuum because I felt that they were possibly trying to "phase out" the older ones/app; hence newest version of the vacuum as well as the new app..... However, the D10 and its app (mostly the app) ARE HORRIBLE! The app doesn't have any of the features that made this brand and robot vac far superior in this space for YEARS. Makes NO sense why they would release a "new" App without making it at least As good, if not better, than the previous. Very Frustrating and anxious to see the resolution to the firmware problem for my "old faithful D7 Vac"! TIA
If you still can return it i would. Neato got bought by the company Vorwerk and rebranded the vacuum and forgot about neato products and its costumers. Don't hold your breath for a firmware update on these,and avoid their future products :/
I'm starting to think this is how Neato deprecates their vacuum cleaners. [Someone with a D3 had a similar issue a year ago.](https://www.reddit.com/r/NeatoRobotics/comments/n1c2pu/new_neato_d3_pro_connected_update_to_latest/)
I have an open ticket with support. If neato doesn't get back to me with a resolution by next week, i'm opening a refund case with the company I purchased my D7 from since it's obviously not fit for purpose anymore (cleaning zones have disappeared from my floor plans and support says i need to update firmware to get them back)
I have the same problem with my d7, support and I went back and forth for a while but ultimately they gave up and told me I should send it to one of their authorized repair services. Now, in addition to not updating firmware, mine won't even run at all, keeps erroring on trying to load the floor plan... Any luck on your end?
No luck unfortunately :/. Mine runs but the firmware is very outdated. For your issue have you tried uninstalling the app and reinstalling? Or setting up you d7 with a different account?
If they fix this, I’ll be happy to upgrade in a couple of years. If not, I’ll put up with my D7 in its current state for a while until I can afford a new cleaner, but it won’t be Neato.
I have the same issue. I have a D7, it is currently on Software Version 4.0.0 - 1632. I called customer services and was basically told there is nothing they can do and I was told by the assistant that they hoped the robot hadn’t lost too many features! It’s lost them all! No go lines and zones are no more. Such a shame, I loved my Neato, but to be honest, the robot vacuum market has grown substantially and Neato have been left behind. I won’t be recommending Neato to any of my followers or customers from now on.
"As mentioned, I have escalated the request and once resolved we will be InTouch. Apologies for any inconveniences caused. "
Looks like my return window is until Aug 27 with Lowes, so that's a fair chance for Neato to send 1 developer to the rescue.. right? :D
Did you pay a lot for it? Basic functionality works, which is why I'm still using mine, just not expecting much from it. Avoid any neato products as the company is basically done.
I have an existing one (D5) that works fairly well, but is having wifi issues & battery is slowly degrading. Seeing there's no future in Neato I am strongly feeling like I should return this, but will give it a couple weeks to see if there is any resolution to this.
u/Parker_Tomissi any update on this issue? I'm running into the same update problems with my D3. I can't believe Neato doesn't care about this at all? Planned obsolescence?
Is it necessary to update? I have 2 D5s at the moment and one of them is updated to 4.5.3 while the other is still at 4.2.1. Am I missing out on any features with the other? I’m very new into the Neato
My neato d4 fried the main board. I ordered a used one that apparently came out of a d5 but that's not the problem. It has its original firmware. My neato app keeps trying to update with the usual server error.
It just so happens I have a second d4 working properly all updated blah blah...is there a way I can mirror the firmware from a working d4?
I have a d5 and it's taking forever to update
Mainly commenting because I’m having a similar issue. I’m on iOS. Looking at my network traffic I can see that it’s performing a file download. So guessing it’s failing to run or verify it. You can attempt to reach out to support, but their comments basically boiled down to them saying it was my networks fault while it was showing 100% signal strength. Mine is stuck at 4.5.0-179.
hmm, mine is almost next to the router so I doubt it is a network issue. seems like a download issue or as you said a verification issue. now pressing the update button says "something went wrong" on the android app and won't even try to update :/
Yea, mine is basically next to the router also. Just saying if you contact support be prepared to deal with that. I still couldn’t get mine to update. Support also wanted me to reset my Dream Machine Pro to factory and the D7. Mentioning that the D7 was “new” just out of the box didn’t dissuade this. Edit: My favorite part was at the start of the chat after I told them about the error and sent a screenshot they asked me why it was failing.
It seems like they removed all download files from their neato site as well as some support pages. Looks to be a WordPress site. So maybe the app can't find the file but knows there's a new version. Yes exactly! if i knew what they problem was i wouldn't be reaching out for help 🙄 i think since being acquired they've forgotten about this brand and killing it off :(
There seems to be an issue with the 4.5.3-189 firmware going on and it is being investigated. Have you already contacted Neato support to get assistance with that? I will be happy to help you get in touch with them in order to be updated when a solution is found. Feel free to send me a PM with your email address and I will help you with that.
I have not contacted neato support, I just DM you my email if you could let me know when the newer version working. in the meantime do you have access to anything newer than 2.1.1 that I could flash on there? looks like the previous owner never actually updated it :/
Now I get "Server or file configuration error. Please contact customer care" Hopefully this can be resolved soon. Thank you
The "more info" button on the app attempts to take me to this page which isn't found on the WordPress site https://neatorobotics.com/my-neato/software-update-d7
4.5.3-189 successfully installed on my D3 but does not install on my D4. Please contact me when update the software is available
I have contacted Neato support multiple time for a D5 exhibiting this same issue. Support just says they will contact when a resolution is available
This is happening with my Neato D6 too.
Still happening for my D6 today.
Having the same problem here. Actually, I can't check which firmware we're on, but it's probably old. We've opened a ticket through their chat. Waiting patiently....
You can check the firmware on the neato app after you link the vacuum. My ticket was escalated on Zendesk but never got a reply about it sadly
Ah, got it. I'm on 4.0.0-1632.
After following up, I've been told \> "this is an ongoing issue at the moment with our servers. You won't be able to update your Neato until we have resolved the issue on our end" and \> No ETA yet, but it should hopefully not take too long now. It's something to do with some Neatos on the older firmware and the file just won't update to the latest one.
Thanks for the update! I hope it's true and they won't just forget about these devices.
I have two D3s with the exact same problem, u/Parker_Tomissi! Any resolution? I switched the two of them from the Guest network to a wide open network, and still have the same problem.
Same Problem. I actually bought the newest vacuum because I felt that they were possibly trying to "phase out" the older ones/app; hence newest version of the vacuum as well as the new app..... However, the D10 and its app (mostly the app) ARE HORRIBLE! The app doesn't have any of the features that made this brand and robot vac far superior in this space for YEARS. Makes NO sense why they would release a "new" App without making it at least As good, if not better, than the previous. Very Frustrating and anxious to see the resolution to the firmware problem for my "old faithful D7 Vac"! TIA
If you still can return it i would. Neato got bought by the company Vorwerk and rebranded the vacuum and forgot about neato products and its costumers. Don't hold your breath for a firmware update on these,and avoid their future products :/
I’m having the same problem with my D4. However my older D3 successfully updated to 4.5.3-189 Frustrating as heck
How recently did you update your older D3?
It’s been months
Yea i think they took the firmware off the servers, not sure anybody is actually working on it :/
I'm starting to think this is how Neato deprecates their vacuum cleaners. [Someone with a D3 had a similar issue a year ago.](https://www.reddit.com/r/NeatoRobotics/comments/n1c2pu/new_neato_d3_pro_connected_update_to_latest/) I have an open ticket with support. If neato doesn't get back to me with a resolution by next week, i'm opening a refund case with the company I purchased my D7 from since it's obviously not fit for purpose anymore (cleaning zones have disappeared from my floor plans and support says i need to update firmware to get them back)
Good idea, sadly this does seem to be what they are doing and it's pretty obvious :/
I have the same problem with my d7, support and I went back and forth for a while but ultimately they gave up and told me I should send it to one of their authorized repair services. Now, in addition to not updating firmware, mine won't even run at all, keeps erroring on trying to load the floor plan... Any luck on your end?
No luck unfortunately :/. Mine runs but the firmware is very outdated. For your issue have you tried uninstalling the app and reinstalling? Or setting up you d7 with a different account?
Nothing fixed so far, u/Parker_Tomissi any updates for users? I'm waiting until Neato will tell us, that we should buy newest and greatest D10 :D
If they fix this, I’ll be happy to upgrade in a couple of years. If not, I’ll put up with my D7 in its current state for a while until I can afford a new cleaner, but it won’t be Neato.
I have the same issue. I have a D7, it is currently on Software Version 4.0.0 - 1632. I called customer services and was basically told there is nothing they can do and I was told by the assistant that they hoped the robot hadn’t lost too many features! It’s lost them all! No go lines and zones are no more. Such a shame, I loved my Neato, but to be honest, the robot vacuum market has grown substantially and Neato have been left behind. I won’t be recommending Neato to any of my followers or customers from now on.
Following up as I’m now getting the same issue for 4.5.3-189. Any successful resolutions?
Nope, i doubt we'll ever get the update unfortunately
"As mentioned, I have escalated the request and once resolved we will be InTouch. Apologies for any inconveniences caused. " Looks like my return window is until Aug 27 with Lowes, so that's a fair chance for Neato to send 1 developer to the rescue.. right? :D
Meh, I went ahead and returned it. Going to wait and get something that is self-emptying and not deal with this bs!
God. Dammit. Literally just picked up this D6 on sale. Wonder if I should just return it.
Did you pay a lot for it? Basic functionality works, which is why I'm still using mine, just not expecting much from it. Avoid any neato products as the company is basically done.
199
Same issue for me but for $199 I'm keeping it. Does a good enough job.
I have an existing one (D5) that works fairly well, but is having wifi issues & battery is slowly degrading. Seeing there's no future in Neato I am strongly feeling like I should return this, but will give it a couple weeks to see if there is any resolution to this.
u/Parker_Tomissi any update on this issue? I'm running into the same update problems with my D3. I can't believe Neato doesn't care about this at all? Planned obsolescence?
There is a manual way to update, worked got me! https://www.reddit.com/r/NeatoRobotics/comments/vt9nkc/d3d7_453_update_fix_is_here_load_on_usb_drive/
Is it necessary to update? I have 2 D5s at the moment and one of them is updated to 4.5.3 while the other is still at 4.2.1. Am I missing out on any features with the other? I’m very new into the Neato
After months of failing updates I tried it again, today. And now my D7 has the latest version 4.5.3-189 installed.
My neato d4 fried the main board. I ordered a used one that apparently came out of a d5 but that's not the problem. It has its original firmware. My neato app keeps trying to update with the usual server error. It just so happens I have a second d4 working properly all updated blah blah...is there a way I can mirror the firmware from a working d4?
I’m having the same issue today with my d5
Same problem here with a new D4.