Outdated Firmware and Config

[KevinJ]

I just purchased a Pro 575 that is on Firmware: 02.00.01 and Config: 04.012. I would like to get it on the latest versions. Tech support is almost impossible to get a hold of and if you get a hold of them they hang up on you. I have a total of 6 hrs on hold or with a CS rep.

I tried all the normal things. I can connect to the grill via my phone. It says downloading files for about 5 seconds than it goes to the main menu. I have reinstall the app, forget network, left the grill on for several days, etc and no updates. I tried doing a factory reset by going to the About Grill screen and holding Ignite for about a minute but it never resets? Tech support had no idea why it would not do a Factory Reset.

Anyone have any ideas on how to get this grill updated?

 

[dunawayfamily]

Someone else posted up here earlier today that the May Updates have been "paused" to allow Traeger some time to ascertain what to do about the number of WiFIRE Controllers that are unexpectedly shutting down after installing said updates (i.e. being bricked) ... if you leave the WiFIRE Controller powered up for 24-48 hours and the Firmware update to 2.01.02 has not been installed, that would align with the premise that they have stopped the May Updates for the time being ... the Config Version update generally follows 12-24 Hours after the Firmware ...

 

[KevinJ]

If that is the case, that's Interesting. Someone should tell there customer service those details because they said they were going to send me a new WiFire controller. LOL

 

[jmagnus53]

The last firmware update I have is 02.00.01 which I believe is March release. The config version is 04.016. Any chance I'll get the update? WiFire is connected and mostly good. I am having temperature issues and frequently need to reconnect the grill to wifi. Sorry I bought this nightmare.

 

[KevinJ]

Mine will hold a temp once its been on a while and if I don't open the lid a lot

 

[dunawayfamily]

The last firmware update I have is 02.00.01 which I believe is March release. The config version is 04.016. Any chance I'll get the update? WiFire is connected and mostly good. I am having temperature issues and frequently need to reconnect the grill to wifi. Sorry I bought this nightmare.

Firmware 2.00.01 is the January Release ... Config Version 04.016 for the PRO 575 was initially released in March to a subset of WiFIRE Controllers, and went "wide" release around May 19th ... the current Firmware for all WiFIRE Controllers is 2.01.02 - if you leave it powered on and do not receive the update within 24-48 hours, it may be due to Traeger pausing the update while they deal with the fallout of a lot of WiFIRE Controllers shutting off unexpectedly once they received the May Updates

 

[jmagnus53]

Firmware 2.00.01 is the January Release ... Config Version 04.016 for the PRO 575 was initially released in March to a subset of WiFIRE Controllers, and went "wide" release around May 19th ... the current Firmware for all WiFIRE Controllers is 2.01.02 - if you leave it powered on and do not receive the update within 24-48 hours, it may be due to Traeger pausing the update while they deal with the fallout of a lot of WiFIRE Controllers shutting off unexpectedly once they received the May Updates

I did finally speak to Traeger support yesterday to check the status on a new controller that they were sending me for a previous issue (screen partially out). They confirmed they had two backorders arriving June 1 and June 5 and this new controller should address the other issues I am having. Fingers crossed

 

[jmagnus53]

I kept my Grill powered on for three days with no update. Hopefully, the new controller will fix the issues.

 

[KevinJ]

Mine has been up for over a week and half with no updates

 

[dunawayfamily]

Mine has been up for over a week and half with no updates

That seems to confirm that on/around 05/27 Traeger put a "hold" on the May Updates due to the number of WiFIRE Controllers that were unexpectedly shutting down after applying the May Updates ... assuming once they have a programmatic "fix" in place, they will release a "new" set of updates which hopefully do not include any regressions or "new" bugs for everyone to parse through ...

 

[KevinJ]

Has anyone actually heard from Traeger that there is an official hold? When I called customer service they mentioned nothing about it and were going to send me a controller replacement. It seems weird that if there really is a hold, they would send me a new controller

 

[dunawayfamily]

Has anyone actually heard from Traeger that there is an official hold? When I called customer service they mentioned nothing about it and were going to send me a controller replacement. It seems weird that if there really is a hold, they would send me a new controller

Based on comments posted here and on the various Traeger-related FB groups, I'd say 25-33% come back with the Traeger Support said "updates are on hold pending development of a fix to the unexpected shutdown issue introduced with the May Updates" ... only way to know for certain is to call back and specifically ask them about it, and if they say they do not know, ask them to escalate to a Lead to get confirmation ...

I have to call-in to get an order status update (only received part of an order) ... I will ask when I get in touch with someone ...

 

[dunawayfamily]

Has anyone actually heard from Traeger that there is an official hold? When I called customer service they mentioned nothing about it and were going to send me a controller replacement. It seems weird that if there really is a hold, they would send me a new controller

To add on ... Traeger Support is using an outsourcer in UT to handle the influx of Customer Support calls, so if you end up speaking with one of the outsourced reps, I am guessing the experience/knowledge/information shared is vastly different then when you're lucky enough to actually engage with a Traeger FTE ...

 

[dunawayfamily]

Based on comments posted here and on the various Traeger-related FB groups, I'd say 25-33% come back with the Traeger Support said "updates are on hold pending development of a fix to the unexpected shutdown issue introduced with the May Updates" ... only way to know for certain is to call back and specifically ask them about it, and if they say they do not know, ask them to escalate to a Lead to get confirmation ...

I have to call-in to get an order status update (only received part of an order) ... I will ask when I get in touch with someone ...

Quick call - calling in for an Order update only took a few minutes to reach support ... the rep did confirm that the May Update release is "on hold" pending a programmatic resolution/fix to the issues causing a subset of WiFIRE Controllers to unexpectedly shutdown, and once that is ready to be released, the Traeger Cloud back-end will start PUSHing out the updates again ... the assumption is new Firmware version will be released, so all registered Grill UUIDs should potentially be receiving that update once it is "live" ...

 

[KevinJ]

LOL That is awesome. They are sending me a new controller. This would be a costly screw-up if they are not telling their CS and they are just sending out new controllers to everyone who complains. The CS did send me to their manager who confirmed they needed to send me a new controller.

How did you get to a CS in a few minutes? It took me days of being on hold!