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Stuck on "Still Downloading..."

I just set up my eero, and told it to download and install updates.  It's been stuck on "Still Downloading..." for about an hour.  I've restarted everything and reloaded the app multiple times.  Any idea what to try next?

5 replies

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    • eero Community Manager
    • Jeff_C
    • 7 yrs ago
    • Official response
    • Reported - view

    Hi  gregbo —

    Thanks for reaching out and welcome to the eero community.

    I'm sorry to hear of the issue you encountered updating your eero WiFi system. In order for us to best help you with this matter and look into what caused the issue, it would be preferred if you contacted our support team. That way, we can take you through any necessary troubleshooting steps.

    Feel free to give us a call (877-659-2347) or shoot us an email (support@eero.com) at your covenience.

    Thanks for your patience and understanding, Greg. We look forward to resolving this matter for you.

    • gregbo
    • 7 yrs ago
    • Reported - view

    I tried it like a third or fourth time and it worked.  The last time i made sure to keep my cell phone close to the eero during setup...i have no idea if that made any difference.

    • FuzzyG
    • 7 yrs ago
    • Reported - view

    The cell phone being close or even on doesn't matter to the upgrade process. I'm not sure if this was an app phone glitch or if the Eero was actually updating for that long. Something is not adding up here. 

    • Regnad
    • 6 yrs ago
    • Reported - view

    It's so frustrating. The last 3 or 4 houses I've setup, the update has taken over an hour. I'm currently trying to setup one that is going on 45 minutes. And the worst part is I cannot do anything in the app while I wait. I manage over 40 eero networks but cannot access them while the update to one unit is stalling. I even hard wired it into the router just to run the update. Been on starting update for 45 minutes. 

    • eero Community Manager
    • Jeff_C
    • 6 yrs ago
    • Official response
    • Reported - view

    Hi  Regnad —

    Sorry for the recent frustrations for how long it is taking to get the eeros setup for your clients. That shouldn't be the case.

    If you haven't yet, the next time it happens (or if it is currently the case), please feel free to give us a call at 1-877-659-2347.

    Our team is more than happy to help out, as well as see what may be causing the setup experience to take longer than it should.

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  • Status Answered
  • 6 yrs agoLast active
  • 5Replies
  • 3234Views
  • 4 Following