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New Member
Posts: 5
Registered: ‎02-01-2019

NS-CH1XIS8 sometimes only reponds minutes later

I have a weird issue, likely a glitch.

 

I have 3 of these switches.  One works flawlessly.  The other 2, work fine over HomeKit and inside the Insignia app, but most of the time, take forever to respond through Google Home and Amazon Alexa. (30 seconds - 30 minutes).

 

For example, if I tell my Amazon Echo "Alexa, turn on/off the switch" it might take anywhere from 30 seconds to 30 minutes for the action to take place.  The same happens with my Google Home ("Hey Google, turn on/off the switch.")

 

Sometimes, but not always, I have luck after Google Home/Amazon Alexa fails to control the device, to "wake" up the device using Apple Home or the Insignia Connect app by toggling it on/off and back off/on, and then re-issuing the voice command to Google/Amazon which then works.  About half the times though, this does not work.

 

Another "trick", that sometimes works, is after I ask Google or Siri "Hey Google/Siri, turn on the light" and she has told me "okay" and nothing has happened, I ask "Hey Google/Siri, is the light on?" and she will say no.  If I keep asking, eventually enough queries will have happend and the device "wakes up" and performs the correct action.  The same sometimes works when I am trying to turn off the device (I constantly ask "is the device off?" before it eventually takes place).

 

I've tried multiple times uninstalling and reinstalling the app, and removing and re-adding the switches to my cloud account.  I also see I'm running version 3.5.3 of the firmware, while the latest is 3.5.5a.  Phone support tells me that the update will happen automatically, but this has not been the case for any of my 3 devices.  I saw on another forum post that John-BBY said with the product's serial number the Insignia engineers can "push" the firmware update to my device.  I would like this service.

Posts: 12,468
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Blog Posts: 21
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Registered: ‎01-03-2013

Re: NS-CH1XIS8 sometimes only reponds minutes later

Hello t-dawg, and welcome back! 

Thank you for connecting with us again regarding another concern surrounding your Insignia Wi-Fi Smart In-Wall Light Switch. Having smart devices seems like it should make your life simple, but when things don't work as easily as they should, it can be quite frustrating. It sounds like you've done quite a bit of troubleshooting with your smart light switch and various apps. This could come down to a glitch between the apps and light communicating, or the software update issue. At this time, I would recommend contacting Insignia Support at (877) 467-4289 to help troubleshoot your issues further. 

Sincerely,

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎02-01-2019

Re: NS-CH1XIS8 sometimes only reponds minutes later

Hi Tasha,

 

Would I be able to get the same service as Cimi did from John-BBY (at https://forums.bestbuy.com/t5/Insignia-Connect/Smart-switch-Firmware/td-p/1245051)?

 

I attempted your solution to call into Insignia Support and they were absolutely no help.  The representative told me to "plug back in the device" even though this is a Smart Switch and not a smart plug.  When I told him my product is not a smart plug, he asked for the model number of the device to confirm we were both referring to the same correct device.  After confirming, he then told me again to to "plug back in the the device" even though it's not a plug!  When I told him yet again this is not a plug, he said "Okay, but just plug it back in anyway".

 

The solution I'd like is exactly what John-BBY provided Cimi, it just requires some contact from BestBuy to Insignia.

 

Regards

Posts: 12,468
Topics: 203
Kudos: 155
Blog Posts: 21
Solutions: 616
Registered: ‎01-03-2013

Re: NS-CH1XIS8 sometimes only reponds minutes later

Hello again, t-dawg, 

 

Thank you for connecting with us regarding your trouble with this light switch. Please know there wasn't a firmware update that was pushed strictly to Cimi's units, but was rolled out universally. As such, your device should have already received this. I apologize if you had trouble when contacting Insignia, but would encourage you to continue to work with them towards a resolution. 

Regards, 

Tasha|Social Media Specialist | Best Buy® Corporate
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