Recovering a zappi affected by NMI issue

What's going on?

We've recently seen an increase in NMI-related faults across the zappi network. After investigating, we've confirmed that this issue is primarily affecting units running older firmware that never successfully updated to version 5.

This appears to be a firmware issue only. There is no evidence of a cyber attack or remote interference. Some affected units were never connected to the internet, which confirms this is not a cloud- or network-based fault.

In many cases, the correct firmware is already stored in the zappi’s memory, but it hasn’t been installed. If this is the case, the steps below will allow you to manually force the update and restore operation.

What you'll need

• Access to the zappi unit
• Safe access to the consumer unit to power cycle the zappi
• A second person may be helpful for timing the reboot and button press

How to force the firmware update

1. Turn off the zappi at the consumer unit.
2. Turn it back on again.
3. As soon as the power is restored, press and hold the '+' button on the front of the unit.
4. Keep holding until the screen prompts you to release the button – this loads the bootloader menu.
5. Navigate to Download Latest FW using the 'Down Arrow' button.
6. Press the '+' button to confirm and begin the firmware update.

Once complete, the unit will reboot and return to normal operation. If the firmware installs successfully, the NMI fault should clear automatically.

If your zappi has never been online

If your zappi has never been connected to the internet, it's likely that it hasn’t received any firmware updates at all. In these cases, the steps above won’t work because the latest firmware isn’t stored in memory yet.

If this applies to you, please contact our Technical Support team. We'll guide you through the next steps, which may include arranging a replacement if the unit cannot be recovered.