The update tool can’t find the device / no COM port appears

Three things to check, in order:

1. Use the left-hand USB-C port when looking at the screen.
2. Check your cable. Many USB-C leads are charge-only and don’t carry data. This is the single most common cause.
3. Confirm the port is being seen. On a Mac, open Terminal and run ls /dev/tty.* before plugging the device in, then again afterwards — a new entry should appear. On Windows, check Device Manager.

A major firmware update writes new partitions and converts the images on the SD card, so allow at least 10 minutes for it to complete and don’t interrupt it. If it still won’t take, contact us — we can look at it, and if necessary reflash or replace the unit under warranty.