18

Scheduled Updates

If I have business meeting or calls it can be frustrating to have the eeros update themselves and me lose access to the internet.  I would like to be able to set a time that works for me during which they can update themselves to avoid this automatic updating interrupting my business needs or my wifi experience. 

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  • This is extremely important, there should be options to 1)automatically update firmware 2)manual update, there is a lot of reliance on available wifi so in the middle of things, if eero decides to update firmware, it will be disastrous, please provide this feature ASAP

    Reply Like 1
  • Hi  dsims — 

    Thanks for reaching out and for your feedback.

    Updates should only happen late in the middle of the night (after 1 am) to not disrupt the time when most users typically use their networks.

    We also provide a way to update your network manually, however, it will also update automatically if you don't push the manual update before the slow rollout reaches your network. For more, please see this article.

    If your update happened at an earlier time, please contact support so we can take a look. Feel free to give us a call at 1-877-659-2347 or email us at support@eero.com .

    Reply Like
      • kenfr
      • kenfr
      • 1 yr ago
      • 1
      • Reported - view

      Your response does NOT address the issue. We need control over when updates happen, regardless of whether or not you think it is “safe” to do it after 1am. You don’t know anything about my business, or that of others, to just decide we are probably not busy after 1am so “update away”.

      Customers do business at all hours. We work with online systems that are sensitive to network interrupts We use VPN connections to access proprietary data, and these terminate if network connections are lost. We may even be running critical system backups - all after 1am.

      Looks like this feature request was submitted almost a year ago and still, nothing? You should be in the business of providing customers with the solutions we need, not the ones you “want us to have”.

      Gosh, this solution you have stated sounds a lot like an “Arrogant Apple” response 👎🏾👎🏾

      Reply Like 1
    • Jeff C. Bump. This is a tragic flaw in the eero system. I will be shopping for other solutions now (by way of my LTE network on my iPhone) because every night while I try to conference with my co-workers in Berlin I have to tell them my internet is about to drop out because my home network forces automatic updates that kills everything for 20 minutes. Terrible design and no effort to fix it. Pretty bad stuff eero.

      Reply Like 1
      • Jeff C.
      • eero Community Manager
      • Jeff_C
      • 1 yr ago
      • Reported - view

      invisibleben —

      Thanks for reaching out and sorry to hear the issue you’re experiencing. I can definitely see how that is frustrating.

      Just so you know, your eero network will only quickly reboot overnight when there is an update applied to the network. We don’t release updates every night, so I suspect something else may be going on.

      A member of our support team will be reaching out. We look forward to getting this resolved.

      Reply Like
      • kenfr
      • kenfr
      • 1 yr ago
      • 1
      • Reported - view

      Jeff C. 

      The updates are NOT always quick and that response still doesn’t address the issue. Doesn’t matter the reason for an update, they should NOT happen at all without customer consent. Just last night, the so-called “quick” update occurred right in the middle of an important database update online, at 1:30am. This network interrupt caused me to lose 2 hours worth of work because it happened in the middle of a save/write operation!

      I already submitted support ticket requesting a definitive date when a manual (non-automatic) update feature will be provided. Given that customers in this forum raised this issue a year ago, if Eero has ignored this critical feature then I WILL BE RETURNING THIS PRODUCT to the store and purchasing a system from one of your competitors.

      Reply Like 1
  • RETURNING my new Eero system becuase it does NOT allow auto updates to be disabled. Updates take WiFi networks offline unexpectedly 😤 (smh).  For doing business at home or a small office, or for performing online work tasks at home, having a network reboot ANYTIME on its own is an absolute showstopper, and Eero should be taken to task for having “tone deafness” on this issue.

     

    I have no idea why they thought automatically restarting your router or beacons, even if it is late at night, is a sensible thing to do. Their “mitigation” for this is that they do it only late at night. Yet, there are several important network-based services that people engage in late at night that require their networks to be operational. For example:

     

    * Server/Desktop/Laptop backups

    * VPN network connections back to the office

    * Conference calls with customers/employees in different countries (time zones)

    * Secuity monitoring of home or office

    * Watching a movie (who wants their movie stream paused while they wait for a darn unplanned router reboot)

     

    And there are many others. These services are NOT guaranteed to auto connect back to a downed network once it comes back online, and the Eero customer is left to reconnect manually!!!

     

    I’m dumping this system and I’ve ordered a Linksys Velop system. Research on this shows that they have a simple switch inside their App called “Auto Updates - ON or OFF” 

     

    Real MISSED OPPORTUNITY Eero 👎🏽👎🏽

    Reply Like 1
  • This is beyond annoying. Such a great product but can’t manually control the updates? I have security cameras and house control and every time it updates i lose access and control of my whole house. Not to mention I lose recording on cameras which is a safety concern for that brief moment . I wake up at night when my network goes down only to find out that hey, eero is just updating . This needs to be fixed....

    Reply Like
    • vmystikilv Thanks so much for sharing your feedback, and welcome to the eero Community! I'd like to clarify that the eero system does allow for manual updates to be pushed via the app when a new firmware version is available. While the window will vary from customer to customer, most users will have a few days before the update is pushed automatically to their network, as we don't roll out the update to every user immediately.

      You can check our firmware release notes here, and the update should be available in your app from the day of release. While we're still considering the implementation of scheduled updates, this functionality will still give you a large degree of control over when the update will be applied on your system. We encourage you to check for updates periodically on the app so you can apply them at your convenience. Thanks again for taking the time to share your thoughts with us, and enjoy your time on the Community Forums!

      Kindly,
      Drew, eero Community Team

      Reply Like
      • ron_g
      • ron_g
      • 1 yr ago
      • Reported - view

      Drew Thank you for your reply but I don't see how the ability to run the update manually solves the issue either because we don't know when an update will be available.  Are we really supposed to check out system every day to see if an update is pending and if so manually apply it to prevent you from disrupting our network at an inconvenient time?  Here are a few feature suggestions.

      1) Add the ability to set a Time range when updates should be performed.  So we can schedule a 1 or 2 hr period that we fell will not disrupt our work.

      2) Add the ability to be notified when an update is pending.  This would allow us to push the update before the scheduled update.

      I understand that a cloud based system needs to be kept up to date so the ability to "turn off" updates is not ideal.  But you should allow a window for the user to perform the update at their convenience and then push only when they do not.  Notifying the user that an update is available is key here.

      I really can't believe this feature is not on the feature request list.

      https://community.eero.com/t/y7t861/list-of-current-feature-requests

      It has been requested.  You claim to still be considering it.  So why isn't it on the "Under Consideration" list?  Better yet put it in the planned section :)

      Reply Like
    • Thanks for your reply and feedback ron_g!

      I definitely see where you're coming from, so I'd like to go into a little more detail from my earlier post. In a matter of speaking, we do already have a window in place where you'll be able to both learn of the update and manually trigger it at your leisure. Our release notes can be found here, and they will always be available from the day of release, so it's not necessary to check the app daily to know when an update is available – our release cadence is about 4-6 weeks, so you'll only need to check your app and/or that article page at that interval, with some variance. Additionally, the process of rollout doesn't happen for all networks simultaneously, so there's a several day window from the moment the update is "live" where you can apply manually.

      Past that, please rest assured that both update scheduling and app notifications are still under active consideration for implementation, with the latter already being listed on our "Under Consideration" list in the main Feature Request thread. Of course, you understand that the changing nature of such a list means it can't be exhaustive, which is why we have a catch-all link for those requests which aren't listed explicitly. We've also got the "Under Consideration" tag at the top of this thread to that effect as well. 🙂

      As always, we deeply appreciate and value this type of feedback, as it helps us to identify not only the ways we can improve, but the priority we give to those improvements. Thanks so much for being a crucial part of helping these forums fill that purpose, and please don't hesitate to share your feedback on any other topics that strike your interest!

      Kindly,
      Drew, eero Community Team

      Reply Like
      • ron_g
      • ron_g
      • 1 yr ago
      • Reported - view

      Drew How hard would it be to create a subscript for the release notes?  Or to post to a common thread on this community so I can subscribe to that?  This way I can get an email when a release is pending.  That would allow me the opportunity to manually update ASAP.  I really think there are relatively easy things you could do here to make this less of an issue.  I still can't believe that is seems OK to just push a release after 1am as if nobody works later than 1am.  Timezones don't allow this to work anywhere.  My 1am is 7am in New York and business has started there.

      I have been in the middle of working on something only to have my internet go out and I think...ah eero update again.....  I like that you keep the software improving.  But I don't like the forced updates while I am connected through VPN to a database and I lose that connection.  This can cause critical errors.

      I am not going to try to figure out your "release cadence"  and have to manually check on my own.  That is ridiculous of eero to expect from us.  How do we know if you might have an emergency update?  How do we know if you decide to release something on a different cadence or change your cadence.   You say the releases are rolled out so I have several days.  Well someone has to be first so do I really ?

      I appreciate that you are trying to help by offering this help but these are things I already know and they don't meet the need or I wouldn't be wasting my on this community trying to address the issue.  The first reply on this thread was from support saying we update after 1am when it's safe to do so as if that was a good answer.   It wasn't.  Telling me to start watching a release notes web page isn't either.

      Reply Like
    • Thanks for the follow-up reply, ron_g.

      My reply was just a suggestion for a way to work around the updates as we currently have them implemented – if it's not a viable option for you, then I absolutely understand, and apologize for any frustration or offense my suggestion caused. Past that, we sincerely thank you for your patience and understanding as we work to evaluate and explore the best ways to officially implement these features into the product, and we're sincerely grateful for your valuable, detailed insights on the subject. We'll continue to announce updates to features both on these forums and through other channels, so please rest assured that as soon as there's something new to share, we'll make sure y'all know!

      Kindly,
      Drew, eero Community Team

      Reply Like
  • Drew no offense taken.  Slight frustration because this seems like an easy thing to provide better options and the thread is 1 year old.  I wrote to support about this issue more than 2 years ago.  So I don't expect to see it resolved any day soon.

    I will try to put a watch on the release notes page and see if that can help but I really wish your web team could just put a subscribe on the page.  Please pass that along if possible.

    Reply Like
  • Drew quick question will the page keep the same url https://support.eero.com/hc/en-us/articles/209636523 or does it change?

    Reply Like
  • @Drew I have an  important update to this issue.

     

    I wrote a curl based script which scrapes the https://support.eero.com/hc/en-us/articles/209636523 webpage and notifies me when there is an update.  It runs in my Home Assistant instance checking the version every 5 min and notifying me when the update happens.

    Last night at around 9pmHST  (3am EST) I started having issues with home automation devices on my network going offline.  Since I didn't get any notification about an eero update I spent considerable time debugging the devices.  Then gave up and went to sleep.

    This morning I get a notification at 6:42amHST I received the following notification. Eero version update v3.10.0-804 released on October 25, 2018.

    That is today.  So I didn't expect to find the version on my devices.  But they are all updated already to this new version.  So the update notice was posted at 6:42AM HST and my devices are already updated at 7:00AM HST.  How can I possibly use this site to update my device manually so I don't have issues again?

    1) Why did my devices go offline at 9PM HST.  I don't think it is a coincidence that this is 3am Eastern.  Is it possible to change my account to know my correct time zone is HST.  I am told the devices should update at 3am in my own time zone.

    2) Why would my devices update before the update notification is posted to the web site?

    3) You claim the updates don't occur until several days AFTER the notice.  This is obviously incorrect.  So do you have any other way I can deal with this issue now?

    I hope this extra info helps you improve this issue.

    Reply Like
  • I would like to second a way to schedule this myself. As others have mentioned already, businesses work at all hours. I understand the security concerns, or possibly other reasons for this, however it is extremely inconvenient. Especially given that it seems like something that can be added with relative ease...

    Reply Like
  • Drew For some crazy reason eero has placed the page https://support.eero.com/hc/en-us/articles/209636523 behind a robot check captcha page.  So  I can no longed identify when a release is coming and will be pushed to my system.  

    Can eeor PLEASE provide scheduled updates!

    IF not can you at least no mess with my ability to scan this page to know a release is coming!  Why does eero care if I write an automation to get the current release from this page?

    Reply Like
      • txgunlover
      • txgunlover
      • 8 mths ago
      • Reported - view

      ron_g It's working fine for me.

      Reply Like
    • ron_g Thanks for sharing this with us. I'd like to assure you that we haven't placed any of our pages behind any captchas, and the behavior you're seeing has nothing to do with your personal use of automation. We're currently investigating some unexpected behavior with Cloudflare on eero networks, which is resulting the captchas you're seeing. We hope to have a solution for this soon, and you should be alerted automatically when we have a full resolution. Thanks so much for your understanding!

      Kindly,
      Drew, eero Community Team

      Reply Like
      • ron_g
      • ron_g
      • 8 mths ago
      • Reported - view

      Drew  glad to hear that!  Thanks for the update.

      Reply Like
  • Please add an option to select a preferred time window for scheduled updates. Different customers have different peak hours, and so far our network has gone down twice this week for updates, massively interrupting critical functions mid operation during our peak working hours.

    Reply Like
  • Weird how everyone’s peak working hours here appear to be 1am local time.

    Anyway, I would also like this feature. Because even though I’m not usually doing anything productive at 1am, and even though the eero really is only offline for like 90 seconds at most, it’s _still_ a little annoying.

    I appreciate that eero tries to do this intelligently, installing as much of the update as it can while online, and saving the last little bit for when most users are asleep. I think there’s opportunity to extend this.

    It still wouldn’t be perfect, but eero could detect significant recent network traffic and postpone the update by an increment of time. Eventually, it will get through. “Significant” would be the difficult qualifier here. Certainly video streaming traffic. Maybe not Instagram browsing traffic.

    Again, it wouldn’t be perfect, but I think it would prevent a large enough additional group of users from even being aware of system updates to be worthwhile. I would be satisfied with this.

    Not everyone would though, so a manual schedule or a postpone option via a push notification would be needed for everyone else. Which I think is reasonable.

    Reply Like
  • Seems like a no brainer. Stupid that I have to lose internet every night because i sleep later than “most people”

    Reply Like
      • txgunlover
      • txgunlover
      • 2 mths ago
      • Reported - view

      wesley Updates are not sent every night.  They're sent, on average, every 1 month.

      Reply Like
  • Hi - I too find this problematic as I run a streaming white noise track for sleeping overnight and the updates interrupt it. Then I have to get up and restart my speaker. 

    Here's an idea I had - has anyone else tried setting their network's time zone to something different? I live in U.S. Eastern Time zone but if I set the Eero network to Greenwich Mean Time, will the updates happen at, say, 9pm?

    Reply Like
  • Agree, this can/does cause challenges with employment, clients, etc..

    Reply Like
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