PlugOS not updating

General
1

Hi. Just bought device and trying to update it from 1.7.3 to 1.7.13 but no success.
Tried on iPhone and MacOS:

  1. On Iphone (last IOS) it says that can’t download, but internet is available (tried w and w\o VPN) (DNS is correctly set and sites via browser is available)
  2. On macOS (Sequoia 15.7.4) it says “Loading…” and then exits from update menu to PlugOS settings and nothing happens. (tried w and w\o VPN) (DNS is correctly set and sites via browser is available).
2

Hello,

Sorry for the trouble and thanks for your feedback. To assist you in resolving the issue, please submit feedback with device logs via PlugOS Settings → Feedback, so we can analyze the cause of the failure.

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Thanks!

3

Thanks for reply, Jack.
How can I review what information “Submitted” before “Submit Feedback”?
What information in system logs acquired?

4

Due to security concerns, system logs cannot be viewed inside PlugOS Settings.Uploaded logs record app error messages to help us troubleshoot problems that are hard to reproduce, similar to Android logcat logs.Logs are only sent when you manually choose to upload, and all log files are encrypted.

5

How can I be sure that these logs don’t contain any personal or sensitive data?

6

Understand your concerns. The logs do not contain sensitive data,they are only used for issue analysis and troubleshooting, and will only be shared with your consent.
When receiving issue feedback, we will first attempt to reproduce the problem. We only need share logs if we fail to replicate the issue, to speed up root cause identification.
Taking your worries into consideration, we will evaluate adding a log preview function in a future software update.

7

I understand what debug logs are and what they are intended for. However, building an operating system that you position as privacy-focused, you are at the same time preventing users from seeing what information is being sent to you, leaving them with no way to verify or control it.

I have sent you the logs from a clean system after a failed update attempt.

I also managed to update the system, but only after switching back to the Chinese DNS server 114.114.114.114. With other DNS servers, including 8.8.8.8, 1.1.1.1, and others, the system would not update. App updates were also not working with those DNS servers.

8

Thanks a lot for your insights on privacy,I fully agree with your views, which will help us continuously improve privacy protection. We will look into the DNS issue and make relevant adjustments.

9

The DNS configuration has been updated. Please check if you still experience similar problems in your area. Thanks!

10

Hi, Jack. Have you changed debug logs sending procedure during last update?

11

Thanks for your continued attention to PlugMate. It will be implemented in a subsequent version. This feature has not been included in the last update.Thanks！