Tell HN: Nest Software Update Failed and Now We're Freezing

#1

Post by drivingmissm » Wed, Dec 11, 2013, 4:49 AM UTC

I have a Nest learning thermostat and a house with two infants. We're on the east coast and the outside temperature is 26 degrees with seven inches of snow on the ground. Several hours ago, this evening, our Nest began cycling "software updates" that turned off our heatpump. Nest support is overwhelmed-- apparently this is a system-wide problem related to an OS update that failed. We're freezing and are getting ready to go to a hotel.

The "Internet of Things" needs different standards than some Internet app-- this software failure is disrupting lives.

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#2

Post by lobotryas » Wed, Dec 11, 2013, 4:58 AM UTC

This makes me wonder if any startups have been responsible yet for the death or injury of people who use their software.

Personally I think it's only a matter of time.

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#3

Post by tartehk » Wed, Dec 11, 2013, 4:58 AM UTC

How come there is no way to manually override Nest and turn on the heatpump? Seems like a fairly obviously dumb design decisions from Nest. I wonder if this is way for them to "lock" in customers for to speak.

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#4

Post by eurleif » Wed, Dec 11, 2013, 5:00 AM UTC

tartehk wrote: post #3

How come there is no way to manually override Nest and turn on the heatpump? Seems like a fairly obviously dumb design decisions from Nest. I wonder if this is way for them to "lock" in customers for to speak.

How about unscrewing the thing from the wall and touching the furnace control wires together?

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#5

Post by bmelton » Wed, Dec 11, 2013, 5:01 AM UTC

Having had this happen with at least two plain ol' thermostats, my fix for those was to go down to Lowes, pick up a $10 thermostat until I'd gotten my more expensive models repaired.

I'm not personally familiar with the Nest, but is there some change to the architecture that precludes you from doing that as a stopgap?

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#6

Post by t0 » Wed, Dec 11, 2013, 5:11 AM UTC

Did you keep your old thermostat? The wires aren't too complicated to hook back up.

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#7

Post by drivingmissm » Wed, Dec 11, 2013, 5:35 AM UTC

Update: Just got through to tech, they are working late. Apparently our issue is an edge case but there are a bunch of problems with their OS update and automatic rollback. Here's the temporary fix: to reboot a Nest, press it for 10 or 15 seconds. Then, when the Nest is booting up, go into Settings and disconnect the Nest from the Internet so it doesn't try to software update endlessly. That has worked and we thankfully have heat again. I generally like my Nest and have found their support to be excellent, so I'm pretty patient, but it is definitely exasperating to hold a crying baby while calling tech support in the middle of the night because of a failed software update on my thermostat!

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#8

Post by a3n » Wed, Dec 11, 2013, 5:55 AM UTC

t0 wrote: post #6

Did you keep your old thermostat? The wires aren't too complicated to hook back up.

Exactly. I replaced my original mercury switch thermostat with a $25 programmable, but I still have the old one just in case.

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#9

Post by lstamour » Wed, Dec 11, 2013, 6:08 AM UTC

drivingmissm wrote: post #7

Update: Just got through to tech, they are working late. Apparently our issue is an edge case but there are a bunch of problems with their OS update and automatic rollback. Here's the temporary fix: to reboot a Nest, press it for 10 or 15 seconds. Then, when the Nest is booting up, go into Settings and disconnect the Nest from the Internet so it doesn't try to software update endlessly. That has worked and we thankfu…

Glad to hear it. Funny how the answer is along the lines of "have you tried unplugging it?" or rather, "disconnect and it will work," not used to hearing that online.

Perhaps the "Internet of Things" really should stick to being a "Network of Things" + local server for control. ;-)

Re: Tell HN: Nest Software Update Failed and Now We're Freezing

#10

Post by Gigablah » Wed, Dec 11, 2013, 7:09 AM UTC

lstamour wrote: post #9

drivingmissm wrote: post #7

Update: Just got through to tech, they are working late. Apparently our issue is an edge case but there are a bunch of problems with their OS update and automatic rollback. Here's the temporary fix: to reboot a Nest, press it for 10 or 15 seconds. Then, when the Nest is booting up, go into Settings and disconnect the Nest from the Internet so it doesn't try to software update endlessly. That has worked and we thankfu…

Glad to hear it. Funny how the answer is along the lines of "have you tried unplugging it?" or rather, "disconnect and it will work," not used to hearing that online. Perhaps the "Internet of Things" really should stick to being a "Network of Things" + local server for control. ;-)

Or better, an "Internet of Things with Sensible Failsafes and Manual Overrides".