The purpose is to advise you that we have detected a design defect with one of our most recent firmware versions (1.9.0) and we believe your hub has been impacted by it. The defect requires that we initiate a repair recall so that we can repair your hub and return it to you.

The purpose of this repair recall is so that you do not have to lose any of the programming you have already performed with the hub. By repairing the hub, we will be able to save your programming so that you are not inconvenienced by having to perform any further programming as you would if you were to instead obtain a new, replacement hub.

Please rest assured that during the repair process, we will not have access to any of your personal data. Additionally, please note that you will still be able to control your shades with your remote control.

We want to apologize for any difficulties or frustrations that this issue may have caused and express that we greatly appreciate your understanding and cooperation.

 

Symptoms:

  • Your hub’s firmware version is 1.9.0. How to see your Firmware Version from the Pulse 2 App
  • Your hub has gone offline despite having been working since before April 2023.
  • Any, or all, of your shades, scenes, or timers have disappeared from within your app.
  • LED on the hub is off and/or you received an offline message when you open the app.

 

What are the next steps?

  1. Please visit our UPS Portal and register for the repair recall.
  2. Upon registering, you will receive a shipping label to send your hub(s) back to us.
  3. Please be sure to take note of the serial number on the back of the hub and where it was located within your home. So that upon return, you can place the correct hub back at that location.
  4. Bring your hub(s) and email with QR code to a local UPS Store. There they will package it up for you at no charge and ship it out accordingly.
  5. Upon receipt, we will work to quickly repair your hub and send it back to you. The entire process including transit time should take approximately 2 weeks or less.
  6. Once received back, scan the sticker QR code on your hub for next steps.

Alternatively, should you wish to discuss this matter, you can contact our Technical Support team by email [email protected] or phone 203-590-5318