Recently some Developer's Early Access Cloud Beacon users experienced an unfortunate issue with their beacons. When the voltage output of the battery drops too low (below ~3.6v), the Cloud Beacon can’t be recharged and is effectively non-functional. One of the challenges of being part of our Early Access Program is that sometimes things don't go as smoothly as we would all like. We're very sorry about this problem and we have been working night and day to develop a solution to it. So here's the next steps:
If the battery of your Cloud Beacon is still working, keep it charged. We have prepared a new version of the firmware which automatically turns off your beacon before the battery charge drops below critical amounts so then you can easily recharge it. This update will be v 1.2, which will be delivered over the air on Monday, but to get it you need to install v 1.1. first. Previously we issued an advisory about v 1.1 may cause problems with installs, but that's been resolved. The manual available at kntk.io/firmwaredocs will guide you through the whole process.
PLEASE NOTE: You can only connect one beacon to your computer and update to v 1.1 at a time, or else you may corrupt your device firmware and break your device.
If your battery is discharged already and you cannot recharge it, we'll replace it free and cover the cost of shipping. You just need to follow the return procedure. First, contact our support and let us know about your non-functional beacon. Then, we'll ship you a return merchandise beacon box shipped with a pre-paid label in it and a new beacon which is configured to firmware v 1.2. You will have to put your old beacon into the same box and ship it back within 15 days to avoid being charged for the new one.
That's all. We did everything to make the whole process as easy as possible.
Once again, we apologise for this issue. We aim to produce the highest quality hardware in the market, and sometimes we call short of that aim. We will do everything in our power to make sure that nothing like this happens again, but working with new and experimental technology always carries the risks of bugs. We hope that you understand this and that we continue to value your feedback and support as we explore the borders of the Internet of Things together.
If you have any further questions, don't hesitate to contact our support team.
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