When you start a firmware update from Stormcloud, the progress bar may stall part-way through (commonly around 10%) and stay there, or the update may eventually fail with an error.

What causes this

Firmware updates are delivered over an SSH connection that the SwitchDin Edge Controller opens outbound to sshpi.switchdin.com on port 22. If a firewall, managed network or IT security policy on site blocks outbound traffic on port 22, the Edge Controller cannot retrieve the update, so the process begins but never progresses.

This is the most common cause when everything else about the Edge Controller looks healthy — it is online, reporting data and visible in Stormcloud, but firmware updates will not complete.

How to resolve it

1. Ask your IT team or network administrator to confirm whether outbound traffic on port 22 is permitted for the Edge Controller.
2. If it is blocked, request that outbound access to sshpi.switchdin.com on port 22 be allowed for the Edge Controller.
3. Once the firewall rule is in place, retry the firmware update from Stormcloud. It should now complete normally.

If the update still does not progress after port 22 has been opened, wait a few minutes and reload the page before retrying, as the Edge Controller may still be finishing the previous attempt.

For more information about the ports and addresses that must pass through your firewall, see What ports and addresses must pass firewall for our Droplet on a secured network.