Gogo AVANCE over-the-air (OTA) - Dealer/OEM FAQ

Q: What is AVANCE over-the-air (OTA)?

A: AVANCE OTA is an AVANCE feature that allows customers to manage their MIX configurations, monitor the health of their LRU, update their IFE content, and now update their AVANCE system software remotely through DASH. AVANCE OTA creates an efficient, simple path to maintain Gogo's connectivity service level and keep the system as current as possible with access to the newest features and maximized equipment benefits.

Q: What are the benefits to OTA system software updates?

A: OTA eliminates the need to schedule downtime for your customer's aircraft to perform AVANCE system software updates. Making it easier to keep your customer's AVANCE system up to date so they can take advantage of all the latest features and functionalities.

Q: When will OTA be available?

A: This new AVANCE feature will be available starting on November 17, 2023, to all customers using AVANCE software version 4.3 or later. Customers will receive an email from Gogo with details on how to get OTA updates and download the latest software version (4.4).

Q: What is the OTA trial, and when will it end?

A: OTA system software updates is a production-ready AVANCE feature. In order for all AVANCE customers to experience OTA, we are doing a trial period over Terrestrial Modem (TM) in addition to the Gogo Cloud. The trial period for TM will end on December 31, 2024. After the trial period, OTA will be available to AVANCE customers exclusively through the Gogo Cloud.

Q: What is the Gogo Cloud?

A: The Gogo Cloud network is a secure, proprietary ground-based network specific to Gogo traffic and information transfer. It is used exclusively for Gogo equipment and can be accessed via Cloudport and participating FBOs in the US and Europe.

Q: What is Gogo Cloudport?

A: Gogo Cloudport is a small, simple device that turns your hangar into a Gogo Cloud hot spot and gives customers access to the Gogo Cloud network. You can automatically update your Gogo Vision content, push AVANCE configurations via DASH, and remotely update your AVANCE system software. It's an incredibly easy way to maintain your inflight experience so you can be productive, entertained, and connected.

Q: How can a customer get a Gogo Cloudport?

A: Gogo Cloudport is available to install at your hangar and must be acquired from Gogo via one of the following ways:


Q: Do I need a Cloudport for each aircraft?

A: No, as long as a Cloudport is acquired through Gogo, all tails on that account will have access to OTA software updates.

Q: What if a customer already has a SmartShield subscription and would like to request a Cloudport?

A: Please have the customer call or email Gogo Sales Operations at +1.888.328.0200 or basales@gogoair.com to order their Cloudport for no additional charge.

Q: Does a customer have to be on a specific Gogo AVANCE software version?

A: Yes, they must be using AVANCE 4.3 or later to access OTA functionality. If not using AVANCE 4.3, they must order USB kits and upgrade sequentially to 4.3 (ex: Upgrade from 4.2 via USB to 4.2.1, then again via USB to 4.3). Once using AVANCE 4.3, the LRU will utilize the new OTA functionality to upgrade the system to software version 4.4.

Q: Which Gogo equipment can be updated via OTA functionality?

  • AVANCE LRUs: SCS, L3, L5
  • Antennas: MB13
  • Other AVANCE software
  • Future equipment: LX5, Galileo HDX and FDX antennas

Q: What if a customer doesn’t want to use OTA in the future?

A: They will still be able to update their AVANCE software using a USB kit, which will be available for a fee of $250 starting after the TM trial period ends on December 31, 2024.

Q: When will customers have to start paying for USB kits?

A: All USB kits will be free for customers to order until the TM trial period ends on December 31, 2024.

Q: Does a customer have to use OTA to update to 4.4?

A: No, they do not have to use OTA for the latest AVANCE software update. USB kits will still be available.

Q: How does my customer use DASH to access OTA updates?

A: There will be a new Equipment Maintenance application in DASH that will give customers access to OTA updates.

Q: My customer logged into DASH and does not see the new Equipment Maintenance application. How can they find it?

A: DASH admins must grant access to the Equipment Maintenance application for all users. Check with your DASH administrator for permissions under the User Management application. If you are still having issues, please contact Gogo Customer Operations at +1.888.286.9876 or bacustomerservice@gogoair.com.

Q: Why can't my customer see their entire fleet within the Equipment Maintenance application?

A: Only aircraft eligible for OTA updates (those using AVANCE software version 4.3 and later) will appear in the Equipment Maintenance application. Customers must update aircraft to 4.3.

Q: Who should my customer contact with questions?