To expand on Samahu’s answer, the majority of situations do not need customer support to help with firmware updates and the update process takes 5 minutes or less:
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Upgrading sensors on a 2.x and 3.x firmware should work seamlessly using the firmware images available on the Downloads page: Datasheets, CAD files, and guides for our lidar sensor | Ouster
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Upgrading from the deprecated 1.XX firmware versions requires working with Ouster’s customer support, which is the original issue in this thread.