Philips Hue promises free Bridge Pro replacements after a rogue update bricked its devices — and users are impressed

• A software update bricked Philips Hue Bridge Pro devices
• The bug required a very specific set of circumstances
• Philips Hue has promised free replacements to affected users

Over the last few weeks, reports have emerged of Philips Hue Bridge Pro smart home devices becoming bricked, and it looks like the culprit has now been identified. According to Philips Hue, the fault lay with a recent software update — but the company has won plaudits for what it's giving to customers in order to make amends.

The trouble started in late June when Philips Hue released software update 2071353020, which was intended to include “several small changes” that improved the product’s operations. Yet reports started flooding in that the update had caused people’s Hue Bridge Pro devices to fail and become completely unresponsive.

In a statement to Ars Technica, Philips Hue explained the very specific circumstances that caused the problem: “The issue affects users who disabled automatic software updates, remained on an older software version for an extended period, and then manually installed a firmware update after the update package had been stored on the Bridge for more than 10 days.”

As well as that, the spokesperson noted that “Our data shows fewer than 100 Philips Hue Bridge Pro devices have been impacted.”

Still, any disruption like this is a pain. If you’re affected, not only will you have to wait for a replacement to arrive, but you’ll also have to reconfigure your lights and settings from scratch. That’s the kind of disturbance that is made all the more irritating due to the fact that it occurred after users updated their software — something that people are often encouraged to do in order to get the latest bug fixes and improvements.

Free replacements

While it’s always unpleasant to see a software update brick your device, Philips Hue has attracted praise for the way it’s responded. Not only has it issued a fix, but the company has promised that “We will replace affected Philips Hue Bridge Pro devices free of charge, regardless of warranty status.”

The decision has proved popular with Hue owners on Reddit, who've noted in one popular thread that it's a rare example of "big company actually making good". Another comment noted: “Considering the RAM prices too those Bridges went up in costs too. W to Philips on this one.”

If you haven’t updated your Philips Hue Bridge Pro for a while and think your device could be vulnerable according to Philips Hue's description, it might be worth getting in touch with the company first before attempting to update. The last thing you want is a bricked product on your hands.

And if you already have been affected, don’t spring for a replacement device just yet. You might be able to get a free replacement from Philips Hue, so be sure to explore that avenue first before spending a dime on anything new.