Why Haven't My Devices Updated Automatically?
Automatic Update Phases for Devices
A device may not have automatically updated yet because software updates are released in phases. Instead of sending every update to every device at the same time, updates are gradually made to accounts. These gradual release phases give time to monitor each release, providing additional customer protection before each release is made available to all devices.
If you see a newer version on the Software Updates page, but your device has not updated automatically, one of the following is true:
- The update has not reached your account's release tier yet.
- Automatic updates are not enabled for that software version.
- The update is currently in an early rollout phase.
- The update is a Tier 0 release, which is manual-only and does not install automatically.
- New release versions are assigned to Tier 0 for two weeks before beginning the phased automatic rollout.
Where Can I See My Release Tier?
You can find your Account Release Tier on Management > Locations > (Selected Location) > (Selected Device) > Software Updates.
Your account release tier helps determine when eligible devices on your account receive automatic software updates.
Where Can I See the Update's Release Tier?
In the Available Software Updates table, each available version may show a Release Tier.
Example:
| Version | Release Level | Release Tier | Automated Updates |
|---|---|---|---|
| 3.5.3.192 | Recommended Release | Tier 2 | Enabled |
| OE.344108.01L | Recommended Release | Tier 4 | Enabled |
The release tier shown for the version tells you where that software version is in the rollout process.
What Do the Tiers Mean?
Software release tiers control how widely an automatic software update is available during a phased rollout.
Each available software version is assigned a release tier. Your account is also assigned a release tier. If automatic updates are enabled for a version, eligible devices can receive that version automatically once the version has been promoted to the applicable release tier.
| Tier | Approximate Rollout Availability |
|---|---|
| Tier 0 | Manual updates only |
| Tier 1 | Up to 5% of devices |
| Tier 2 | Up to 15% of devices |
| Tier 3 | Up to 50% of devices |
| Tier 4 | 100% of eligible devices |
Tier 0 is available to all accounts for manual installation only.
New release versions are assigned to Tier 0 for two weeks before they begin the phased automatic rollout. After that Tier 0 period, a version may be promoted to Tier 1, where automatic update availability begins for the first rollout group.
The percentages above describe the approximate portion of devices that may have access to a release at each phase. Actual availability can vary based on account assignment, release configuration, device eligibility, and rollout timing.
For example, a version released to Tier 1 is available to the smallest rollout group. When the same version is promoted to Tier 2, more accounts become eligible. As the version moves through Tier 3 and Tier 4, availability continues to expand until it reaches all eligible devices.
What Does Automated Updates Mean?
The Automated Updates column tells you whether automatic updates are enabled or disabled for a specific software version.
| Automated Updates Value | Meaning |
|---|---|
| Enabled | This version can be installed automatically on eligible devices once it reaches the applicable release tier |
| Disabled | This version will not be installed automatically |
Automated Updates does not mean the version will install on every device immediately. It only means the version is allowed to install automatically when the device is eligible and the version has reached the applicable release tier.
Example Rollout Timing
A typical phased rollout happens over several weeks.
| Rollout Phase | Example Timing |
|---|---|
| Tier 0 | First 2 weeks |
| Tier 1 | Week 1 after Tier 0 |
| Tier 2 | Week 2 after Tier 0 |
| Tier 3 | Week 3 after Tier 0 |
| Tier 4 | Week 4 after Tier 0 |
Tier 0 is manual-only and does not trigger automatic device updates. Automatic rollout begins after the Tier 0 period, when the version is promoted to Tier 1.
This is an example only. Actual timing can vary by software version, release readiness, monitoring results, and operational requirements.
Can My Account Be Assigned to a Specific Tier?
Channel Partners can request that an account be assigned to a specific release tier.
If you believe your account should be assigned to a different tier, contact your Channel Partner. Channel Partners can work with OpenEye to request the change.
How Can I Increase the Deployment Speed for Updates to My Devices?
Release tiers determine when a software version becomes available for automatic deployment to your account. After a version is available to your account’s release tier, your software update policy helps determine how quickly eligible devices receive the update.
If you want updates to deploy faster after they become available, review the following update policy settings with your Channel Partner or account administrator.
| Setting | What It Controls | Recommended Change |
|---|---|---|
| Batch size | How many devices can be updated at one time | Increase the batch size so more eligible devices can update during each deployment cycle |
| Deployment days | Which days of the week automatic updates are allowed | Allow updates on more days per week. For faster deployment, use five or more days per week |
| Daily deployment window | How many hours per day updates are allowed to run | Increase the update window so more devices can complete updates each day. Overnight or low-traffic hours are usually preferred |
Recommended Settings
For most accounts that want faster deployment, OpenEye recommends:
- Increasing the batch size from a small batch to a moderate batch.
- Allowing updates at least five days per week.
- Allowing updates for at least six to eight hours per deployment day.
- Scheduling updates during low-usage hours whenever possible.
Increasing deployment speed can help eligible devices update sooner, but it may also increase the number of devices updating during the same period. Choose settings that balance update speed with your organization’s operational needs.
Changing these settings does not bypass release tiers. If a software version has not reached your account’s release tier, eligible devices will not receive that version automatically until the rollout expands.
Why Does OpenEye Use This Process?
OpenEye uses phased software releases to reduce update risk and improve reliability.
Phased software deployments are a standard practice across the software industry. Many large software platforms use rollout rings, staged rollouts, or phased releases instead of deploying every update to every user at the same time.
This approach helps software providers:
- Monitor update success rates before expanding the rollout.
- Identify unexpected issues while the update is limited to a smaller group.
- Pause or stop a rollout before an issue affects all customers.
- Reduce the chance of widespread service disruption.
- Validate that the update performs as expected across different environments.
For OpenEye devices, phased releases help ensure that recorder, operating system, and camera software updates can be monitored carefully before they are made available to all eligible devices.