› Alarm Engine Support Forum › Elk Connect App crashing on customer
Tagged: app update, crash, crashing, Elk connect, Thermostat
- This topic has 10 replies, 2 voices, and was last updated January 30, 2025 at 6:18 pm by Michael Burrell.
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January 26, 2025 at 7:54 pm #8732Randy Rufi
Hello,
I have a customer who has an E27 with all the most current firmware on bus devices and main board. She is reporting (and I have verified) that when she tries to change the temperature on her thermostats (z-wave) her app now crashes. This does not happen when I use my phone to remote in. Difference is I haven’t updated to 1.1.9 in the app and she has. I see in the description of the app there were changes made to the thermostats to allow for celcuis on some thermostat. I am thinking now we have a bug that is frustrating a customer. Never had issues before last week.
Anyone else having this issue with the latest app update. Any ideas on a work-a-round or fix?
Thermostats are Honeywell T6’s. Have never had any issues till this point.
Thanks for any help
January 27, 2025 at 6:52 am #8734Michael BurrellRandy,
I apologize that this is an issue for your customer. We will get this resolved for you asap. Can you please provide some information about the system so that we can evaluate the issue.
- What is the firmware of the E27 system?
- If you have it, can you provide the type of iOS device they have? The Iphone model (15, 16, Etc) and OS version.
We have T6’s to test with, once we have this information we can dig into this.
Thanks,
Mike
January 27, 2025 at 3:45 pm #8737Randy RufiMike
You did reach out to me directly however i figured i would post the same response here for others if someone would find it helpful.E27 Firmware at the house is 0.5.38. I haven’t had time to get over there for the update to the board that you just released. Let me know if this will help.
The iPhone I saw it happen over and over was running software 18.1.1, and it’s an iPhone 15 Pro.The T6’s models are TH6320ZW2007
Firmware of T6 is 03-01-00-00Thanks for your help here.
January 27, 2025 at 5:17 pm #8738Michael BurrellRandy,
I appreciate the information. We did not have a the new Honeywell T6 to test with, I have one that will be here in the morning. Engineering will do some testing to determine the issue. We did get the iOS crash report, which is not super helpful, but we using that in conjunction with this. Hopefully we have some information tomorrow for you.
Thanks,
Mike
January 28, 2025 at 6:03 pm #8748Michael BurrellRandy,
We conducted additional testing today and identified the issue within the iOS app. We have published an update that should resolve the problem your customer is experiencing. iOS update 1.1.10 is currently under review by Apple. Hopefully, their review will be completed soon—this process can sometimes take up to 24 hours. We anticipate the update will be available sometime tomorrow or possibly overnight.
The issue we corrected relates to the “Precision” numbers from Z-Wave thermostats. To support Celsius in the app, we perform a conversion both in the panel and the app. The data sent to the app is always in a three-digit format, which the app then converts to two digits by rounding (Fahrenheit). Since Celsius includes a decimal point, there was an error in the logic that caused the issue. We have updated the logic, and this should resolve your customer’s concerns.
Please let us know if you encounter any additional issues or have further concerns.
Thank you for your patience and for working with us on this.
Best regards,
Mike
January 28, 2025 at 6:07 pm #8749Randy RufiMike,
Wonderful, and thank you for the follow-up. I will send the customer a message now. I appreciate the attention you and your team have given to this matter. It makes us all look good.
As you know better than I do, with technology, we understand there will always be a bug roaming around the corner, and I truly appreciate your attentiveness and quick action with this one. Please thank the programing team as well!
Regards,
Randy
January 28, 2025 at 7:32 pm #8750Michael BurrellRandy,
I appreciate the kind words, I will relay this to the team. I wanted to inform you that the iOS App 1.1.10 has just been published to the public. Your customer should be good to update their app.
Thanks again,
Mike
January 29, 2025 at 9:46 am #8751Randy RufiMike,
I spoke to the customer this morning, and the app is still crashing with 1.1.10 installed. When she selects a new temperature, it thinks for a bit and then crashes, whereas before, it was an instant crash when a temperature was selected. Is there a way to take her back to 1.1.8, where it was working, possibly until there is another fix?
Thanks,
Randy
January 29, 2025 at 10:50 am #8752Michael BurrellRandy,
This is very odd. I would advise that she uninstall the app and reinstall it. It feels like something is in the cache of the app that is causing this issue. Additionally, can you please email directly at techsupport@elkproducts.com and I would like to dig in deeper on this control.
Edit: Adding for context. Randy reached out and provided the specific details of the installation, we were able to utilize that information the recreate the issue and resolve it in iOS 1.1.11. There was a issue with the iOS UI when displaying the converted thermostat data from this clients units. The inability to render the UI resulted in a app crash.
Thanks,
Mike
January 30, 2025 at 6:00 pm #8756Randy RufiJust to close this thread out the 1.1.11 app update has seemed to fix the issue. Thanks again for the quick resolution and app update for the customers who needed it using these thermostats!
Randy
January 30, 2025 at 6:18 pm #8757Michael BurrellAwesome to hear. Thanks again for your support.
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