---
title: My PIXIE Gateway Firmware update stuck
description: "There have been some reported cases of the PIXIE Gateway getting stuck or freezing when trying to update the firmware. If this happens follow the procedure below. ***This takes about 5 minutes but if it is your first time, take…"
url: "https://pixiepartners.com.au/support-docs/my-pixie-gateway-firmware-update-stuck/"
updated: "2023-07-25"
category: Products / Gateway
tags:
  - firmware
  - gateway
---

# My PIXIE Gateway Firmware update stuck

There have been some reported cases of the PIXIE Gateway getting stuck or freezing when trying to update the firmware.

If this happens follow the procedure below.

***This takes about 5 minutes but if it is your first time, take it slow and follow the steps.***

 

1. 1) Make sure your PIXIE PLUS App is the most recent version
2. **2) make sure your Mobile device with the PIXIE PLUS App is on the same network as your gateway**
3. 3) In the PIXIE PLUS App head to Home Management, Select your home name, Gateway info
4. **4) On the next page, press the 3 little dots in the top right hand corner and choose delete. REMEMBER THIS DOES NOT DELETE YOUR HOME OR SETTING, JUST REMOVES THIS GATEWAY FROM YOUR HOME.**
5. 5) Wait... and when the gateway's lights are flashing red constantly, press the button on the rear of the device 9 times to reset it. This is to be doubly sure it is reset.
6. **6) Once your gateway's lights are flashing red again, in the PIXIE PLUS App, on the gateway info page, you need to re-add the gateway back into your PIXIE Home. To do this press the big + sign in the middle of the Gateway Info  page and follow the adding gateway process.**
7. 7) Once its re-added, you will have 3 blue lights on your gateway.
8. **8) Staying on the Gateway info page, if the App does not remind you that a firmware update is available, you can force an update.**
9. 9) Atop the page, press the screen 10 times quickly where the words "GATEWAY INFO" are located - a firmware update message will appear at the bottom of the page. Press to start the Gateway firmware update.

 

The gateway should now be able to successfully complete a firmware update.

 

---