Firmware update stalls at downloading

How it presents

Symptom

Firmware update stalls at Downloading/Installing — charger stuck non-operative mid-FW with CSMS showing ongoing update. protocol field note: keep evidence scrubbed and prove the ranked cause before module RMA on OCPP-F09.

Root causes (by observed frequency)

1. #1 Backhaul too slow/unstable for image download

   Cellular pads especially

2. #2 Insufficient free storage / wrong image for model
3. #3 Power cycle mid-install bricking the update state
4. #4 CSMS signing/URL fetch failure

Diagnostic procedure

1. 1. Note FirmwareStatusNotification stage and error

   Expected: Download vs Install fail

   Tools: CSMS

2. 2. Confirm image model/version matches hardware

   Expected: Correct artifact

   Tools: OEM notes

3. 3. Stabilize backhaul; prefer maintenance window on Ethernet if possible

   Expected: Stable link

   Tools: modem/IT

4. 4. Follow OEM recovery if stuck mid-install — do not random power-cycle

   Expected: Recovery path

   Tools: OEM

5. 5. Retry signed update once path and image are verified

   Tools: CSMS

The fix

FW stalls need correct image + stable path + OEM recovery — not module crates.

1. Use the correct signed image for the exact model. Document readings and scrubbed photos for OCPP-F09 before closing the ticket.
2. Stabilize connectivity before retrying a large download.
3. Follow OEM recovery for stuck Installing states. Document readings and scrubbed photos for OCPP-F09 before closing the ticket.
4. Avoid power loss during install windows. Document readings and scrubbed photos for OCPP-F09 before closing the ticket.
5. Confirm FirmwareStatus Installed and a clean BootNotification afterward.