Cant upgrade firmware

We have bought two Nano encoders and we are trying to upgrade the firmware but we get this message:

“Firmware update version 4.20.0 is available for download. See What’s New
You must register Pearl Nano before you can install new firmware.”

I have registered the devices on the twice. And both devices are already paired on the Epiphan cloud.

Please could you let me know what I can do more. I will try re-re-register them now.
Thank you,

It looks the process finally completed once we got signal on the Nano devices. This may be the case it was not working I guess? Same for layout configuration, till there is no signal it doesnt allow to do it properly.

Thank you,

Hello Ruben,
Thank you for reaching out via our forums! The Pearl definitely needs internet access to finalize the registration. Basically, it needs to contact our servers to confirm that the registration is complete, and once that’s done it should be good to go.

I’m not sure what you mean by the layout configuration requiring signal, are you referring to video signal in this case? You should be able to use the layout editor without video sources, though it will be somewhat limited and difficult in some cases since all the video sources would read No Signal.

Please let me know if you have any other questions, thanks!