Shure Update Utility (SUU) might not show devices for a number of reasons. If your devices appear but say "Discovering...", see Shure Update Utility: Devices Appear as "Discovering" for troubleshooting steps.
Incorrect Version of Shure Update Utility
In most cases, you should install the latest version of Shure Update Utility to update your devices. Certain legacy devices require older versions of SUU, though:
- Use Shure Update Utility 2.4.8 to update firmware on UHF-R, SHA900, KSE1500, and GLX-D systems.
- Use Shure Update Utility 2.4.1 to update firmware on PSM1000 systems running firmware 1.1.0 or earlier.
- Use the MXC Firmware installer to update MXC products, including DIS-CCU.
- Update Motiv and Aonic devices with their mobile or desktop apps.
Note: SUU 2.4.8 and SUU 2.4.1 will replace the most recent version of SUU on your machine and are not compatible with some newer Shure devices. Use these versions only to address legacy equipment as listed above.
Ethernet-Based Devices: Incorrect Network Adapter
To select the network adapter in Shure Update Utility, follow these steps:
- Go to Tools > Preferences (Windows), or Shure Update Utility > Preferences (Mac).
- Select Network.
- Select your Ethernet adapter. If there are multiple Ethernet adapters, select the one your devices are connected to.
Ethernet-Based Devices: Incorrect Network Settings
Set your devices and your computer to Automatic or DHCP mode, reboot the Shure equipment, and restart SUU. If you cannot access the device settings, you can perform a Network Reset on many devices (see the User's Guide for more information). You don’t need a DHCP server on the network, but it’s fine if one is present. See IP Addresses and Subnet Masks for more details on network settings.
Ethernet-Based Devices: Restrictive Firewall Settings
To allow Shure Update Utility through your firewall, follow these steps.
Windows Users
- Go to Control Panel (not Settings) > Windows Defender Firewall. You may need to select View By: Large Icons to see this option.
- Click Allow an App or feature through Windows Firewall to the left.
- Click the Change Settings button above the list.
- Scroll down to Shure Update Utility, and check all the boxes.
- Click the Back Arrow.
- Click Turn Windows Defender Firewall On or Off to the left.
- Ensure that Block all incoming connections, including those in the list of allowed apps is disabled.
- Restart SUU.
Mac Users
- Go to System Preferences > Security & Privacy.
- Click the lock at the bottom and enter your password.
- Select the Firewall tab, and click the Firewall Options button.
- In the sheet that appears, ensure Block all incoming connections is not enabled.
- Click the +, add Shure Update Utility, and click OK.
- Restart SUU.
Ethernet-Based Devices: Multicast Settings
On some switches, it is possible that the multicast configuration is blocking discovery traffic on multicast group 239.255.254.253:8427. Follow our guide for Configuring a Network Switch for Shure Devices and Dante/AES67, or connect directly to the device in question using a good Ethernet cable and a power over Ethernet injector if needed. Not all unmanaged switches will work correctly in place of a PoE Injector. Don't use a disqualified switch, even for testing.
If multicast is blocked due to network restrictions, devices can be added as remote devices in Shure Update Utility to allow updating of devices without multicast enabled on the network. Go to Tools > Preferences > Network > Remote Devices and enter the IP address of the devices you are trying to update.
Ethernet-Based Devices: Disqualified Switch
Ensure your switch is not on our list of Disqualified Network Switches for Shure Dante Devices, and follow our guide to Configuring a Network Switch for Shure Devices and Dante/AES67.
Ethernet-Based Devices: Bad Ethernet Cable
Occasionally, the cable itself is bad and needs to be replaced. This can cause unexpected or intermittent behavior.
Ethernet-Based Devices: Connecting via Wi-Fi
We do not recommend updating the firmware on Shure devices via Wi-Fi, as this increases the risk of a failed firmware update. Always update firmware via a wired Ethernet connection.
Ethernet-Based Devices: Network Address Translation (NAT)
Some networks with Network Address Translation (NAT) pass multicast discovery messages between subnets. We don’t support this configuration. Connect directly to the device you wish to update using a good Ethernet cable, using a power over Ethernet injector if required.
USB-based Devices
Not all Shure USB-based devices work with SUU, and some have specific requirements.
Note: Not all Motiv devices can be updated.
