The firmware update failed and now the LED on my mouse is always red.

The firmware update failed and now the LED on my mouse is always red.

If a firmware update is unsuccessful your mouse may be left in a state where its LED will light up red whenever it is switched on. This means that the firmware update was only partially complete.

Once in this state your mouse will not respond until the firmware update has been completed. This can be done using Control Panel on Windows, macOS, or our Swiftpoint App on iPad.

There is currently a known issue with macOS 10.13 (High Sierra) which can prevent the firmware update from completing successfully. So if your mac has this version of macOS, please try to complete the update using another device.

Windows 10

If you were performing the update using the Control Panel on Windows, please just follow the steps below to complete the update:
  1. Switch your mouse off.
  2. Open your Bluetooth device list and remove any of the following:
    1. dfuTarg
    2. dfuG4
    3. P3Update
  3. Switch your mouse back on and re-pair with it over Bluetooth, it will appear as one of the names listed above.
  4. When you pair with your mouse its LED will turn green for a few seconds, then go back to red.
  5. Once it has changed back to red open the Control Panel and start the firmware update again. This can be done via a button that appears when you move your cursor to the bottom right corner of the Control Panel.

If the update fails again after performing these steps please restart your computer, then try them once more. If the problem still persists after that please submit a ticket to support describing at which point the update failed.

macOS 10.14+

If you were performing the update on a Mac there should be a button for you to retry the update displayed with the error message. But if you have already dismissed this simply switch your mouse off and on again and the Update Firmware button should appear on the Control Panel again. Click this to resume the update. 

If the Update Firmware button does not appear automatically, try opening the macOS Bluetooth list and switching your mouse off and on again.

iPadOS

If you were performing the update via our Swiftpoint app on an iPad, try the following steps to complete the update:

To begin the process again you should just need to switch your mouse off and on again while the app is open. Your mouse is automatically going into update mode and the Swiftpoint app should detect this and prompt you to continue the update.

If the app does not detect your mouse immediately, close it completely and switch your mouse off. Then launch the app again and switch your mouse back on.

The update prompt will either appear in the center of the screen. Or if you have connected your mouse to the app already an "Update Firmware" button will appear on the left of the screen.

iOS/Android (nrf ToolBox)

If you were performing the update on iOS/Android using the nRF Toolbox app try the following steps to complete the update:
  1. Switch your mouse off.
  2. Turn off Bluetooth on your iOS/Android device for a few seconds, then switch it back on.
  3. Switch your mouse back on and attempt the upload again. If the update failed during the upload of Part-2 you will not need to go back to Part-1.

If the update fails again after performing these steps please submit a ticket to support describing at which point the update failed.

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