Update on known audio issue

Update on known audio issue

A few weeks ago, Nanit was made aware of an audio issue affecting a small number of customers (.03%) that occasionally generated a distorted sound through our camera. We addressed this issue immediately, given how important our customers’ trust is to Nanit.

We have remained laser-focused on this issue so that our Nanit customers can continue to have peace of mind with regard to our product. Based on extensive in-house and third-party reviews of all available data, we confirmed that the source of this audio issue was an internal technical bug, which could mimic a human voice.

Out of an abundance of care and in response to customer inquiries, we quickly engaged two third-party cyber security firms to review the data, ensure that our customers’ accounts were not compromised, and confirm the overall security of our camera ecosystem and app. Both cyber security firms have now completed their reviews. Both firms have independently confirmed that no vulnerability was detected on our customers’ devices and there was no evidence of a security breach from an external source.

So what were these customers experiencing? In parallel to the cyber security reviews, we conducted testing with audio experts to determine the cause of this issue so that we can pinpoint a solution. We designed our cameras with high-quality sound detection, but in some cases the camera may pick up surrounding sounds. Through our testing, we identified a bug connected to the Acoustic Echo Cancellation feature, which is enabled to reduce background noise and feedback and under some conditions may create distortions. We are now addressing the issue with our audio processing manufacturer to mitigate the issue going forward. The first of two firmware updates (version 6.32) is being rolled out; we expect the next update to be rolled out in the coming weeks. 

Trust, safety, and confidence in Nanit’s device technology is paramount to the company. If you are a Nanit customer and believe you are still experiencing this issue, please reach out to us immediately at help@nanit.com, we’re here to help.