The following are some of the most common issues SUU users have reported. If your issue is not addressed here, please contact customer support.
CONNECTED DEVICES DON'T DISPLAY
Once all components are powered on and all the physical connections have been checked.
For devices updated via Ethernet:
- Make sure you've selected the computer's network interface card (NIC) that corresponds with the wired connection to your Shure hardware. To view or change the selected NIC, go to Preferences>Network in the SUU.
- If the proper NIC is selected, check your computer's firewall settings and make sure the SUU is listed as an allowed application. Log in to your computer as an administrator to gain full access to your firewall settings or contact your IT administrator for assistance. For third-party firewall software, refer to the manufacturer's instructions for granting access to each instance of an application (there may be more than one instance).
Tip: If you receive an alert pop-up that blocks the SUU, check the boxes to allow access for all networks (Domain Networks, Private Networks, and Public Networks).
Note: Some systems require Power over Ethernet (PoE) in order to be discoverable. Make sure your network switch provides PoE, or use a PoE injector.
SUU IS LOCKED IN "DISCOVERING..."
When devices in the Update Devices tab constantly shows discovering..., make sure your computer and your Shure hardware are connected to the same subnet.
Model-specific instructions for accessing the network menu and configuring IP addresses are available at Shure.com
CURRENT FIRMWARE VERSION DISPLAYS WITH AN ASTERISK
An asterisk next to the current firmware version indicates a problem with the firmware installed on the device.
If you are unable to update to a new version, try reinstalling the current version. This may take several attempts. After the current version installs correctly, you may update to the new version as normal.
OLDER FIRMWARE VERSIONS
If you need an older firmware version that is no longer available from within the SUU, you can visit our Firmware Archive.
Note: To install firmware downloaded from outside the SUU, you must first download the desired .pack files and import them into SUU from the “Firmware” tab. You will then be able to install the appropriate firmware as described above.
Visit Firmware Archive