Insignia Connect

[BenNewcomer]

Hi Insignia Team,

Let me start by saying that I know everything is shutting down November 6.  I'm using them in HomeKit, so I'm hoping they can survive for a while.  Normally, I would just let it go but I have a notification saying that there is a update for 7 of my devices in my HomeKit App (which is frustrating).

I have a bunch of switches (NS-CH1XIS8) and plugs (NS-SP1XM8) with various versions of firmware on them.  A lot of them are PT3.5.3 but a few are Switch3.5.5 or Plug3.5.5a.  I'd like to get them all updated before everything is shut down forever.  I called in and was told "these devices are EOL and we don't support them, you are stuck forever, sorry".

Here is my ask:

1) Can we find a way to push the firmware to these devices?

2) If not, can we find a way to get HomeKit to not think/know that there is an update for any of them?

I'm sure I'm not the only person having this issue, and hopefully this can be one last help for all of us.

As an FYI, these devices have been plugged in and powered for months.  I can control all of them (for now) via the Connect App and am logged in.

Can anyone help?

[idrew3]

I really hope that by an insignia are reviewing this. Your post is excellent. I echo your sentiments. I have a large investment of about 30 smart switches and smart plugs with me metering, that I use on my HomeKit network for two different houses.  I to now get a notice that each of my switches needs to be updated but the insignia app does not give me an opportunity to do any updates.

this was a very promising product line for me personally and for my company. I manage over 50 apartment buildings and on over 20 homes that I wanted to put this technology in for rentals.

I very much hope they at least allow a final update.

[SlaunchaMan]

I'm having this issue too, starting tonight. My Mac was the first one to get its Home app icon badged, and after a reboot my phone’s Home app sees that there’s an update available, but the Insignia app does not offer to update the switch. I only have one Insignia wall switch, so I’ll probably just replace it, but it would be nice to not have my Home app icon badged.

[smeg36]

Same here. Yesterday I got a notification in the Home app that my 13 switches have an update available.

[Mariah-BBY Retired: Social Media Specialist]

Good Afternoon,

Thank you so much for your query regarding your Insignia CONNECT controlled devices. We’d be unable to say for certain one, or another. However, we can point you in the correct direction to chat more about your concerns. We’d highly recommend giving our advanced support teams at (877) 467-4289 a call. They’d be positioned to chat about what’s possible!

Respectfully,

[TechRider]

ISSUE

Since 23Oct2019 my Home app is advising me that all 8 of my Insignia NS-CF1XIS8 light switches have an update waiting for them and to use the Insignia app to update them.  However, when I open the Insignia app, no update is available or offered.  Home does not allow me to close, cancel, or clear this message.

Just in case the screenshot hyperlinked to ‘is advising me’ can't be seen, the message in the Home app states "UPDATE AVAILABLE An update is available for 8 accessories. You can install this update in the 'Insignia' app.”

ISSUE DETAILS

The Insignia apps shows 7 of my 8 light switches are running PT3.5.3 and 1 of 8 is running SWITCH3.5.5a  but the Insignia app is not offering to update any of their firmware to match to the one light switch running SWITCH3.5.5a, or to update all 8 light switches to an even newer version.  Further my Insignia devices are taking longer than usual to update their status via HomeKit (i.e. their on/off) and Home tends to initially report the Insignia devices as offline for more than 20 seconds.  Even though Home eventually reports they are online, the delay is so long that using Home for timely operation of the switches is not possible.

BACKGROUND

The now-discontinued NS-CF1XIS8 Wi-Fi Smart In-Wall Light Switch is an Apple HomeKit-compatible device.  I have 8 of these. I use both the Insignia app (on my iPhone) and the Home app (on several iOS/iPadOS/macOS/tvOS devices) to operate and manage the switches - typically the Home app (typically on an iPhone) to operate them (on/off), and the Insignia app (iPhone-only) to setup the switches, update their firmware, and view firmware version, serial number, or Wi-Fi signal strength details.  I am aware the Insignia app will stop working after Nov 6 (per this notice in the Insignia iOS app), and that the Home app can still be used (per this FAQ answer to the question "Will my in-wall switch NS-CH1XIS8 continue to function after the app is discontinued and wifi connectivity stops working?”).

It is normal to occasionally receive an alert in the Home app, that a (firmware) update for a HomeKit device is available, along with the instruction to use the device manufacturer's dedicated app to perform the update.  I've seen this from time to time with each of my HomeKit devices, including Insignia devices and others including iDevices, Koogeek, Honeywell, Eve, and Rachio.

MY ENVIRONMENT

• NS-CF1XIS8 firmware version PT3.5.3 (7 of 8), and SWITCH3.5.5a (1 of 8)
• iOS and iPadOS version 13.1.3 on all iPhones/iPads
• macOS version 10.15 on all Mac computers
• tvOS version 13.0 on all Apple TVs (an Ethernet-connected Apple TV is acting as the HomeKit hub for my HomeKit devices)

Note: While the Apple devices are all running their latest versions, these latest versions weren’t just installed recently, where as the 'update’ alert just appeared

SUPPORT QUESTIONS

1. If Insignia’s HomeKit-integration has triggered HomeKit to advise me an update is available, and the Home app is going to constantly remind me of this, why isn't there an update in the Insignia app to install?
2. Why aren't all 8 of my devices on the same firmware, or why aren't 7 of them offering to update to the same firmware version as the 8th one? How do I get them to be all the same?
3. If this isn't resolved before 6 Nov, while the app is still available, how will this get resolved?  

I invested a lot in Insignia light switches and discontinued or not, I must be able to use them with the Home app for years to come.  Thank you.

[BenNewcomer]

Hi Mariah,

So let me be candid. That answer isn't great. I did call support and they said "Not supported, you are stuck with what you have." So in short, your response to call isnt going to work. I will call again, but let's try this differently.

Who at Insignia would know what happened that pushed this notification to all of us in Homekit? Something changed, and someone on yalls end can help. The question is who, and when, not if.  Can you find someone on the product team to help us here? This will be one if the last posts for these products, let's let this thread have happy ending.

if I need to get on a conference call or email or DM chat, that's fine, but let's help all of us not have a bad impression with these product we enjoyed up until a week ago . Please help us directly or get us connected with someone that can.

[TechRider]

I accidentally reversed the hyperlinked screenshots of the two firmware versions in use on my light switches.  Here are the correct links:

version SWITCH 3.5.5a

version PT3.5.3

[Mariah-BBY Retired: Social Media Specialist · Accepted solution]

Good Morning,

I understand that my response to your request isn’t ideal; however, it is our official answer on this matter. As shared with our community in our floated post here the changes within the Insignia CONNECT application will greatly impact products that are co-dependent to the mobile application. Please note upon following the link the in floated post it specifically calls out WiFi Smart Plugs, WiFi In-Wall Switches, WiFi Camera and WiFi Freezer as impacted Insignia products. Insignia’s CONNECT Product Validation Site can be located here.   

Moving forward, we’d be unable to confirm what kind of further assistance will be extended on the above listed products here on our community. Continuing to partner with our teams at (877) 467-4289 would be best as they’d have the most up-to-date information available to them to chat about what is possible. Again, we certainly can relate to the fact these products have become an integral part of your SMART home set-ups, and discovering that they’ll be no longer usable would be a touch frustrating. I encourage each of you to check out the validation options at the site linked above to verify if you’re eligible for a Best Buy gift card for your impacted Insignia devices.

Respectfully,

[idrew3]

This response in its entire tea is so frustrating. It has solidified my decision that I will no longer be a Best Buy customer for any products. I cannot imagine a scenario where Best Buy would ever win me back.. how patronizing.. “a touch frustrating “?? Are you kidding me? Smart homes have become for mini like me an intregal part of a family‘s safety and security. To minimize a customers concerns as such is pitiful. I wonder if the CEO of Best Buy would really want its social media experts to convey such lack of concern for its customers. Goodbye Best Buy thanks for wasting a ton of my money in my time.