Pro 575- Not updating

dunawayfamily

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Hi all,

I'm from The Netherlands and recently purchased a Pro575 grill. Very happy with the unit but I was not able to receive the most recent firmware and config versions. I placed the grill inside next to my router for a couple of days but nothing.

I just found the message from dunawayfamily explaining the firmware is "on hold" due to a bug. Does anyone have an indication when the fixed firmware will be available?
Traeger never publicly provides any planned release dates ... but the cadence since late 2019 has been updates get released approximately every 60 days (Nov 2019 | Jan 2020 | Mar 2020 | May 2020) ... if that continues to hold true, then by the 3rd Week of July would be a "best guess" ...
 

Ploetietoe

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Traeger never publicly provides any planned release dates ... but the cadence since late 2019 has been updates get released approximately every 60 days (Nov 2019 | Jan 2020 | Mar 2020 | May 2020) ... if that continues to hold true, then by the 3rd Week of July would be a "best guess" ...
Ok, thanks. So we just have to be a bit patient.... ;-)
 

dunawayfamily

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I called in today and was told by the end of the month they would release a new update 02.00.02
2.01.02 is the Current Firmware version for all D2 WiFIRE Controllers, so 2.00.02 is a step backwards in versioning ... their phone support leaves a lot to be desired given the inconsistent/incorrect information they pass out on a regular basis ...
 
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DrewL

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2.01.02 is the Current Firmware version for all D2 WiFIRE Controllers, so 2.00.02 is a step backwards in versioning ... their phone support leaves a lot to be desired given the inconsistent/incorrect information they pass out on a regular basis ...
That would be a step backwards, sorry, thanks!!
 

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Tried a few more things today- still no luck...
Renamed my 2.4 network (had to reset all my alarm cameras) still cannot connect to grill. Next, I tried a Wi-Fi extender, that didn’t work so just for fun I tried my iPad. Strike 3!
I watched a video on YouTube and this is exactly what mine does:
this poor guy tried everything. If you read the comments, he finally got his control board replaced by traeger. He threatened to return the grill and post videos if they did not fix it and that finally got their attention. There was another comment that may be useful to some of you guys that I’ll attach. I tried all of these steps as well and nothing! I’m convinced I have a defective unit. I guess I will have to also threaten a return since I purchased it directly from traeger. I’ll let y’all know how it goes. I wish I would’ve done my homework before spending so much money on a traeger.
 

Bgilmore

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Tried a few more things today- still no luck...
Renamed my 2.4 network (had to reset all my alarm cameras) still cannot connect to grill. Next, I tried a Wi-Fi extender, that didn’t work so just for fun I tried my iPad. Strike 3!
I watched a video on YouTube and this is exactly what mine does:
this poor guy tried everything. If you read the comments, he finally got his control board replaced by traeger. He threatened to return the grill and post videos if they did not fix it and that finally got their attention. There was another comment that may be useful to some of you guys that I’ll attach. I tried all of these steps as well and nothing! I’m convinced I have a defective unit. I guess I will have to also threaten a return since I purchased it directly from traeger. I’ll let y’all know how it goes. I wish I would’ve done my homework before spending so much money on a traeger.
 

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dunawayfamily

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Wi-Fi Extenders add another layer of complexity to the setup process depending on how they are configured ... are they extending the same SSIDs or creating new SSIDs, what frequencies are being extended (2.4GHz only, 5GHz only, both 2.4Ghz & 5Ghz), etc. ... if you want to discuss your particular setup in more detail to see if there are any configuration settings that need to be tweaked, feel free to reach out ...
 

BAR_M3

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Hey! New Pro 575 owner, as of just this past Friday 06/12. Just thought I would add to the discussion that with mine being only a few days I currently have Firmware 02.00.01 and Config 04.015 and I can reach 500F setting. I have left it plugged in for a few days and no further updates have happened. My question is, if the newest Firmware is supposedly "on hold", why does their own website say it is released?
Currently their site says Firmware 02.01.02 and Config 04.016 were released on 05/18/20 but no update has occurred since first turning it on. Hopefully they will come up with a better way to have these updates occur.
 

dunawayfamily

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Hey! New Pro 575 owner, as of just this past Friday 06/12. Just thought I would add to the discussion that with mine being only a few days I currently have Firmware 02.00.01 and Config 04.015 and I can reach 500F setting. I have left it plugged in for a few days and no further updates have happened. My question is, if the newest Firmware is supposedly "on hold", why does their own website say it is released?
Currently their site says Firmware 02.01.02 and Config 04.016 were released on 05/18/20 but no update has occurred since first turning it on. Hopefully they will come up with a better way to have these updates occur.
Traeger's communications around WiFIRE are sub-optimal ... I posted the following earlier today on FB in a thread:

"agreed that their self-service documentation via the website is lacking in detail and poorly laid out ... based on the latest info posted to the WiFIRE Status Page & WiFIRE Troubleshooting Page, it appears as though they are making attempts to provide more info than they have in the past, but they still have a long ways to go ..."

Traeger's only acknowledgement regarding the unexpected shutdowns that impacted a subset of WiFIRE Controllers after installing the May Updates is covered here - https://www.traegergrills.com/support/wifire-troubleshooting - under KNOWN ISSUES ... and even that leaves out details on the specifics ...
 

Hayden Slats

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I too have been "blown off" by Traeger. I called the customer support line a week ago yesterday to discuss the issues that I'm having with my Pro 575 (not updating). I was told the issue would need to be escalated, they asked for my email address and stated that I should expect an email response within 48 hours. I haven't heard from anyone yet.

I have read several posts stating that people have been able to send emails to Traeger customer support. I have sent emails to info@traegergrills.com and support@traegergrills.com and they have both come back with an auto generated reply saying this email address is not monitored and that I should call their customer support phone number. Does someone in this forum have a known good email address?

Regarding the Traeger WIFIRE status page:
The release log does show that firmware version 02.01.02 and config version 04.016 was released on 5/18/20 however the status page also shows that 02.01.01 is the current firmware version. To me, this indicates that although 02.01.02 was released it no longer is being pushed out by Traeger and they consider 02.01.01 to be the current version until another update is released.

To make a short story long, I think that the moral of the story is to accept that Traeger is overwhelmed right now with this issue and we should all sit tight for a reasonable amount of time (what that means will be different to everyone). In the meantime, my grill is still functional, I just can't get to 500° with my current firmware. I'll give it another week or two and then I'll rattle their cage again.
 

jrm0628

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I found that using "I do not have a QR code" and entering everything manually helped. I also found that if my wifi SSID was not broadcasting it didnt give me the option to select it from the list of wifi to retry. I setup a guest wifi on my router and setup visible broadcasting. It fails the first time then allows me to select it from the available wifi list. The 2nd time always connects for me. So far I've had no more issues.

I called support yesterday and they said the push for updates was resumed on June 3rd
 

dunawayfamily

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I too have been "blown off" by Traeger. I called the customer support line a week ago yesterday to discuss the issues that I'm having with my Pro 575 (not updating). I was told the issue would need to be escalated, they asked for my email address and stated that I should expect an email response within 48 hours. I haven't heard from anyone yet.

I have read several posts stating that people have been able to send emails to Traeger customer support. I have sent emails to info@traegergrills.com and support@traegergrills.com and they have both come back with an auto generated reply saying this email address is not monitored and that I should call their customer support phone number. Does someone in this forum have a known good email address?

Regarding the Traeger WIFIRE status page:
The release log does show that firmware version 02.01.02 and config version 04.016 was released on 5/18/20 however the status page also shows that 02.01.01 is the current firmware version. To me, this indicates that although 02.01.02 was released it no longer is being pushed out by Traeger and they consider 02.01.01 to be the current version until another update is released.

To make a short story long, I think that the moral of the story is to accept that Traeger is overwhelmed right now with this issue and we should all sit tight for a reasonable amount of time (what that means will be different to everyone). In the meantime, my grill is still functional, I just can't get to 500° with my current firmware. I'll give it another week or two and then I'll rattle their cage again.
With regards to the Firmware Update versions - that is bad documentation on that web page - it has been showing 2.01.01 all along, even on May 18th-27th when the newer updates were being PUSH'd ...

In all honesty - everyone needs to lower their expectations with regards to Traeger Support relative to receiving consistent/accurate information via the phone when speaking with the Customer Service reps and relying on the pages on their website being accurate ... that's just the current reality, especially given that they are using an outsource partner to handle the influx of calls ...
 

dunawayfamily

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I found that using "I do not have a QR code" and entering everything manually helped. I also found that if my wifi SSID was not broadcasting it didnt give me the option to select it from the list of wifi to retry. I setup a guest wifi on my router and setup visible broadcasting. It fails the first time then allows me to select it from the available wifi list. The 2nd time always connects for me. So far I've had no more issues.

I called support yesterday and they said the push for updates was resumed on June 3rd
The person you spoke with was wrong ... if a WiFIRE Controller is running something less than 02.00.01, they will get updated to that version, but the upgrade to 02.01.02 (or later) has not been resumed ...
 

dunawayfamily

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I too have been "blown off" by Traeger. I called the customer support line a week ago yesterday to discuss the issues that I'm having with my Pro 575 (not updating). I was told the issue would need to be escalated, they asked for my email address and stated that I should expect an email response within 48 hours. I haven't heard from anyone yet.

I have read several posts stating that people have been able to send emails to Traeger customer support. I have sent emails to info@traegergrills.com and support@traegergrills.com and they have both come back with an auto generated reply saying this email address is not monitored and that I should call their customer support phone number. Does someone in this forum have a known good email address?

Regarding the Traeger WIFIRE status page:
The release log does show that firmware version 02.01.02 and config version 04.016 was released on 5/18/20 however the status page also shows that 02.01.01 is the current firmware version. To me, this indicates that although 02.01.02 was released it no longer is being pushed out by Traeger and they consider 02.01.01 to be the current version until another update is released.

To make a short story long, I think that the moral of the story is to accept that Traeger is overwhelmed right now with this issue and we should all sit tight for a reasonable amount of time (what that means will be different to everyone). In the meantime, my grill is still functional, I just can't get to 500° with my current firmware. I'll give it another week or two and then I'll rattle their cage again.
Firmware does not provide 500 degrees ... the Config Version file contains that data (Feature updates / additions) ... for a PRO 575, that means you need to be running Config Version 04.015, or later, to reach 500 degrees ... there are plenty of WiFIRE Controllers out there running 02.00.01 | 04.015 that are capable of selecting 500 degrees ...

It has been notated here before that both of those email address are returning AutoResponses as "unmonitored" ... the 3rd option is SCS@traegergrills.com, as that is the email address they provide to disgruntled reviewers of a product to reach out for further assistance ... unsure if that one is actively being monitored ...
 

ledfrog

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I'm new to Traeger and I'm already having the issues described here. I've heard so many variations on how to make sure the grill will get updates and various steps needed to ensure connectivity is solid on the app. I just have a few questions for anyone that may know.

  1. What does "on" mean in the context of keeping the grill on to get auto updated? I've seen some people say just leave the power switch on, but don't turn on the controller. Others have said leave the grill in "idle" mode which is when the controller is on and waiting for a temp to be set.
  2. If my app and grill are connecting perfectly, does this mean that the updates will be able to install when they're ready? If so, are there any further steps on my part or do I simply leave the grill on and be patient?
  3. Is there any way to know an update is happening? Status on the screen? In the app? A completion message?
Before learning about the supposed pause on the latest update, I just assumed that pairing the grill would grab the update. Interestingly, when I do a deletion/re-pair, the controller does say "Checking for updates" and then "Downloading updates" but then after about 15 seconds, goes right back to the wifi status page in the menu. No other messages and certainly no firmware update applied.

I feel like I've tried everything to get this to work...power cycling the grill and phone, delete/re-pair, leaving the grill on (and connected) for upwards of 2 weeks, factory reset, delete and reinstalling the app and finally calling customer support. They basically told me that if the grill is being seen in the app, there's "nothing wrong" and told me to keep waiting for an auto update.

I don't mind waiting, but I didn't want to wait past my return date for Home Depot just in case there was a defect that Traeger doesn't seem to want to fix.
 

dunawayfamily

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I'm new to Traeger and I'm already having the issues described here. I've heard so many variations on how to make sure the grill will get updates and various steps needed to ensure connectivity is solid on the app. I just have a few questions for anyone that may know.

  1. What does "on" mean in the context of keeping the grill on to get auto updated? I've seen some people say just leave the power switch on, but don't turn on the controller. Others have said leave the grill in "idle" mode which is when the controller is on and waiting for a temp to be set.
  2. If my app and grill are connecting perfectly, does this mean that the updates will be able to install when they're ready? If so, are there any further steps on my part or do I simply leave the grill on and be patient?
  3. Is there any way to know an update is happening? Status on the screen? In the app? A completion message?
Before learning about the supposed pause on the latest update, I just assumed that pairing the grill would grab the update. Interestingly, when I do a deletion/re-pair, the controller does say "Checking for updates" and then "Downloading updates" but then after about 15 seconds, goes right back to the wifi status page in the menu. No other messages and certainly no firmware update applied.

I feel like I've tried everything to get this to work...power cycling the grill and phone, delete/re-pair, leaving the grill on (and connected) for upwards of 2 weeks, factory reset, delete and reinstalling the app and finally calling customer support. They basically told me that if the grill is being seen in the app, there's "nothing wrong" and told me to keep waiting for an auto update.

I don't mind waiting, but I didn't want to wait past my return date for Home Depot just in case there was a defect that Traeger doesn't seem to want to fix.
The May Update releases are most definitely "on hold" pending a programmatic "fix" from Traeger ... the May Updates were available for download May 19th-27th before the "hold" was put in place, due to the subset of WiFIRE Controllers unexpectedly shutting down after applying the updates and Traeger Support being inundated with angry customers after the Memorial Day weekend ...

ON = powered on ... the WiFIRE Controller state is irrelevant - it can be in Sleep Mode, sitting in Idle, or in an active grill session for communications to occur from the Traeger Cloud back-end down to the WiFIRE Controller ...

If you have successfully connected the WiFIRE Controller to your Home Wi-Fi Network, assuming your Grill UUID value is registered with the Traeger Cloud back-end, you should be good to go ... the only caveats being if your WiFIRE Controller has corrupted Firmware and will not update when there are available updates actively being PUSH'd down from the Traeger Cloud, or your Grill UUID value is not populated on the Traeger Cloud - both of these scenarios are rare ...

The update is a 2-step process ... Firmware first ... then 12-24 Hours later, the Config Version update will be applied ... you need to leave the WiFIRE Controller powered on for 24-48 Hours for both to get installed, assuming the Traeger Cloud is actively PUSHing down updates ...

There are 3 phases for updates, each will be displayed on the WiFIRE Controller: Checking for updates, Downloading updates, Applying updates ... the App provides zero feedback on this process as the update process is a PUSH from the Traeger Cloud back-end directly to the WiFIRE Controller ... the only way to verify an "update" has been installed is to look at About Grill on the WiFIRE Controller Display, or via the App ...

EDIT: The Checking for updates & Downloading updates messages on the WiFIRE Controller display will happen anytime the WiFIRE Controller has been Factory Reset ... they clear the screen in a very short amount of time as the controller verifies it has the latest "available" Firmware & Config Version files already installed ...
 
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ledfrog

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If you have successfully connected the WiFIRE Controller to your Home Wi-Fi Network, assuming your Grill UUID value is registered with the Traeger Cloud back-end, you should be good to go ... the only caveats being if your WiFIRE Controller has corrupted Firmware and will not update when there are available updates actively being PUSH'd down from the Traeger Cloud, or your Grill UUID value is not populated on the Traeger Cloud - both of these scenarios are rare ...

The update is a 2-step process ... Firmware first ... then 12-24 Hours later, the Config Version update will be applied ... you need to leave the WiFIRE Controller powered on for 24-48 Hours for both to get installed, assuming the Traeger Cloud is actively PUSHing down updates ...

There are 3 phases for updates, each will be displayed on the WiFIRE Controller: Checking for updates, Downloading updates, Applying updates ... the App provides zero feedback on this process as the update process is a PUSH from the Traeger Cloud back-end directly to the WiFIRE Controller ... the only way to verify an "update" has been installed is to look at About Grill on the WiFIRE Controller Display, or via the App ...
Thanks for this! But now I'm curious, is there any way to determine if my UUID has been registered with Traeger? As I mentioned, when I forget the network settings and re-pair, I do see the grill check for updates, download and apply even though the version never changes. Do these steps at least provide some verification that my grill can at least communicate with the cloud and that it's registered?

I've seen other users talking about invalid certificate and failed download messages, so I'm hoping that since my grill hasn't had any of these issues, it's at least working as intended, but is now just waiting for Traeger to release the new version. I wish customer service could have told me these things...all they did was had me try all the troubleshooting I've already been doing for over 2 weeks now. :(
 

dunawayfamily

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Thanks for this! But now I'm curious, is there any way to determine if my UUID has been registered with Traeger? As I mentioned, when I forget the network settings and re-pair, I do see the grill check for updates, download and apply even though the version never changes. Do these steps at least provide some verification that my grill can at least communicate with the cloud and that it's registered?

I've seen other users talking about invalid certificate and failed download messages, so I'm hoping that since my grill hasn't had any of these issues, it's at least working as intended, but is now just waiting for Traeger to release the new version. I wish customer service could have told me these things...all they did was had me try all the troubleshooting I've already been doing for over 2 weeks now. :(
This is the "manual" method for registering - https://www.traegergrills.com/register-grill - but I agree that if your grill is going through the motions of Check for updates and Download updates, that your Grill UUID should be registered as needed ... and you're in the holding pattern waiting for the PUSH updates to be restarted ...

The Error Provisioning grill "Failed to download certificates" issue required running through the WiFIRE Troubleshooting Wizard and doing a Factory Reset ... this was a common troubleshooting step when the WiFIRE Controllers were at Firmware version 2.00.00 or earlier (January 2020 Updates and prior) ... in a subset of those impacted controllers, Traeger had to send out a replacement controller to get WiFIRE connected and working as expected ...

Traeger Customer Service is hit-and-miss ... if you get a Traeger FTE, it usually is a good experience ... but with the increase in sales and the corresponding increase in Customer Service issues (many due to the challenges with getting WiFIRE setup), they have added on an outsource partner who seems to be reading from a script ... all of the job postings for that outsource partner were for Traeger last I checked ...
 
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DrewL

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The May Update releases are most definitely "on hold" pending a programmatic "fix" from Traeger ... the May Updates were available for download May 19th-27th before the "hold" was put in place, due to the subset of WiFIRE Controllers unexpectedly shutting down after applying the updates and Traeger Support being inundated with angry customers after the Memorial Day weekend ...

ON = powered on ... the WiFIRE Controller state is irrelevant - it can be in Sleep Mode, sitting in Idle, or in an active grill session for communications to occur from the Traeger Cloud back-end down to the WiFIRE Controller ...

If you have successfully connected the WiFIRE Controller to your Home Wi-Fi Network, assuming your Grill UUID value is registered with the Traeger Cloud back-end, you should be good to go ... the only caveats being if your WiFIRE Controller has corrupted Firmware and will not update when there are available updates actively being PUSH'd down from the Traeger Cloud, or your Grill UUID value is not populated on the Traeger Cloud - both of these scenarios are rare ...

The update is a 2-step process ... Firmware first ... then 12-24 Hours later, the Config Version update will be applied ... you need to leave the WiFIRE Controller powered on for 24-48 Hours for both to get installed, assuming the Traeger Cloud is actively PUSHing down updates ...

There are 3 phases for updates, each will be displayed on the WiFIRE Controller: Checking for updates, Downloading updates, Applying updates ... the App provides zero feedback on this process as the update process is a PUSH from the Traeger Cloud back-end directly to the WiFIRE Controller ... the only way to verify an "update" has been installed is to look at About Grill on the WiFIRE Controller Display, or via the App ...

EDIT: The Checking for updates & Downloading updates messages on the WiFIRE Controller display will happen anytime the WiFIRE Controller has been Factory Reset ... they clear the screen in a very short amount of time as the controller verifies it has the latest "available" Firmware & Config Version files already installed ...
Very helpful, thank you!
 

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