Insignia Connect

[Cimi]

Hi,

All of my devices NS-CH1XIS8 are on firmware version 2.6.3. I’ve seen other posts with people having version numbers in 3.x.x range.

How can I get mine to update? I currently have 7 devices. I can’t view the firmware version in the Insignia app, only in the HomeKit app ironically. In the Insignia app it says “Not Available” for everything but the Serial Number and Wifi Strength.

I have the latest app version (updated today).

Thanks,
Rob

[Mariah-BBY Retired: Social Media Specialist]

Hello Cimi,

Thanks for posting to our community with your concerns regarding your Insignia Smart Switch’s firmware. I’d be happy to point you in the correct direction at this time.

The Insignia NS-CH1XIS8 In-Wall Switch firmware should automatically update when a new version is available. If your device did not get updated, make sure that it is online and controllable by the app first. If the update does not show up after a few minutes, contact our support team to have the device updated. You’re welcome to give our support team a call at 1-877-467-4289 for further assistance.

Respectfully,

[Cimi]

Hey Mariah,

I finally had time to call them and that was a huge waste of time.  They said they can't update the device remotely, and their solution was for me to remove the app from my phone and reinstall it.  After I did that, and it still shows no information about the device except the serial # and wifi strength, they didn't know what to do.

They then tried to tell me it's because I have hte laetst firmware version, but they had already said they can't find what the latest firmware version is, and I never told them what version I have.

So what should I do? Since I know I don't have the latest version, based on other people's versions on here.  Are you able to tell me the latest firmware version for my smart switch?

Thanks,

Rob

[John-BBY Social Media Specialist]

Hello Rob,

Thank you for your message. 

I've had a conversation with our support team and reported the sub par phone interaction you had. I hope you will consider my apology; we strive to provide a superior customer experience and I regret you did not  receive the care you were counting on.

The current firmware version is 3.5.5a. If you will please send me a private message that includes the product's serial number, Insignia's engineer team should be able to push the firmware update to your device:

To send me a private message, please click the button labeled "Private Message" in my signature below.

I look forward to hearing from you.

[Cimi]

Hey John,

Just sent you a private message with the serial #s. Thanks so much for your help!

Thanks,
Rob

[John-BBY Social Media Specialist]

Hello Rob,

Thank you for sharing the needed information. 

I have heard back from my partners at Insignia and the engineer has provided the following to explain what you've seen:

The device serial numbers (SN) and firmware (FW) the customer provided are via the Apple Home app.  The home app shows different attributes of our device FW and shows a different SN compared with Insignia app.  This is by design.

Insignia App shows FW version as 3.5.5a; this is the portion of the FW that interacts with light, button, schedules etc.

Apple Home app shows FW as 2.6.3 which is the WiFi module FW in our light switch

Both are from same device but for different functions.  Both are correct.  We typically go by what the Insignia App shows and that is the one we have updated in the past.

Another difference is the SN.  We show the SN as printed on the bottom of the device on the device label, Home app shows the SN for the WIFI module.

I think the customer saw other reviews mentioning version 3.5.5a and was looking at version 2.6.3 and wondering why he is using an old FW.  So now that we know the cause of discrepancy here are his actual device status:

Home App SN	Device Name	Insignia App SN	FW Version in Home App	Device FW Version In Insignia App	WiFI Signal Strnegth
*2511	Garage Light	*4dbe	2.6.3	3.5.5a	•••--
*9128	Foyer Light	*d39f	2.6.3	3.5.5a	•••••
*8475	NS-CH1XIS8 Wall Switch	*c8e9	2.6.3	3.5.5a	••••-
*3115	Backdoor Light	*d628	2.6.3	3.5.5a	•••--
*8186	NS-CH1XIS8 Wall Switch	*787b	2.6.3	3.5.5a	••---
*2052	NS-CH1XIS8 Wall Switch	*d578	2.6.3	3.5.5a	•••--
*3013	NS-CH1XIS8 Wall Switch	*44fb4	2.6.3	3.5.5a	••••-

All are running the latest Device and WiFi Module FW.  I also included WiFi signal strength as reference.

I hope this helps. If you have additional questions or concerns, please be sure to let me know.