on my prime, in settings, it says “No Connection to Envoy.” but then I click it and says Connected via quantum link. Under that is greyed out phone. On the bottom of the screen, It says disconnect from Envoy. If I press that, it brings me to a screen that asks if I really want to do this.
now if I go back to settings, and press update. It gives me a checkmark with current version 1.3.0. At the bottom of the screen, it highlights the option to check for new version. I try to press it and nothing happens.
What am I doing wrong here? I’m ususually pretty good at basic stuff like this. If i can’t press a botton to update, how are we ever going to have mass adoption? I’m from the class of 2013. Frustrating. Please help. Thank you
Nothing you are doing wrong, and the greyed out phone icon tells me what is going on.
Passport Prime keeps its own clock, and it can drift over time. If it drifts far enough from your phone, Envoy’s messages start getting rejected as out of date. Bluetooth stays connected, which is why one screen still says connected via QuantumLink, but nothing actually gets through. Check for New Version asks Envoy to do the lookup, so with messages being dropped it has nothing to show you and the screen stays as it was.
First, confirm it. Put Passport Prime next to your phone and compare the clocks on both screens. If they are more than about half a minute apart, that is the cause.
The least disruptive fix is to correct the clock:
On Passport Prime, open Settings > Date & Time
Turn Set Automatically off
Set the date and time to match your phone as closely as you can
Go to Settings > Update and tap Check for New Version
Once the update is done and the phone icon shows active again, turn Set Automatically back on so it stays in step with Envoy.
If that does not clear it, tap Disconnect from Envoy on Passport Prime and pair the two again from Envoy. Re-pairing resets the clock as part of the process, so it fixes the same problem from the other direction. It is more steps, which is the only reason it is not the first thing to try.
This clock drift is a known one and our engineers are already working on it, so you are not chasing a fault on your own device. Let me know how you get on and I will pick it up from there.
Thank you qna. The clock on the passport was almost 3 minutes different than my phone. I did have to disconnnect from Envoy in order to be able to update.