We’ve been tracking a small number of reports related to emergency alerts not displaying as expected. After investigating, we were able to trace the issue back to an emergency log spike in certain locations, which impacted how alerts were being loaded.

At 3:00 AM CST, we released an update to improve how alerts are loaded. We’re continuing to monitor the system closely, but everything should be running more smoothly now.

Additionally, we’ve added a long-requested feature: you can now dismiss all emergency alerts for a specific location at once. This should make alert management much faster and easier for teams handling multiple events.

As always, if you notice anything out of the ordinary, please let us know. We truly appreciate the reports and your patience as we continue improving the platform.

– David

This evening at approximately 6:00 PM CST, our primary server experienced an unexpected spike in traffic. The surge exhausted available memory and caused instability in the main Hearo dashboard.

Importantly, this did not materially impact individual Hearo locations. Our hubs are intentionally designed to operate independently in fallback mode — even without a server connection or internet access. All events and logs are stored locally on each hub and automatically synchronize once the server connection is restored.

During the period of instability, there is a possibility that some Hearo voice and video sessions did not successfully connect end-to-end. We are reviewing logs to confirm the scope of any affected sessions.

Service has been stabilized, and we are continuing to monitor performance closely.

A brief video explainer is attached for additional context. 

And a new status page for those bookmarks 🔖
https://status.hearo.net/

Hard to believe it took this long to integrate thermostats, but so few requests were ever made for this device/feature. That changes today!

We now fully support Z-Wave thermostats. 

Here's a quick look at how to manually view/set the mode and temperature.

Click on the Details button for the given Location.

Locate and click on a thermostat to open the Sensor Settings window.

Current values and controls for the Thermostat are located at the top.

To change the temperature, alter the value and/or mode, and click Send to Thermostat.

Like all other devices in the Hearo ecosystem, thermostats can be remotely automated via the Rules Engine to adjust temperature, send notifications or logs, or trigger other devices.

For example
After the bed is occupied for 10 minutes, turn the lights off and the temp down 😴

Automated Sensor Logs are generated from both the Rules Engine and manual change events from the Sensor Settings

Remember to stop Impersonation once you are finished. The orange border is there as a reminder as well.

A new log type has been added for call initiation. Until today, we have only ever logged when a call is answered or specifically denied.

Now, all calls from Remote Support Users as well as tablets, will show a log that a call was attempted.

Outgoing calls from Remote Support appear as "Remote Support user {Support Name} initiated a call to {Individual/Location Name}"
Incoming calls from Individuals/Location appear as "Incoming call from {Individual/Location Name} to {Support Name}"

The categories used for anyone using that field in reporting are "call", "initiated", "from_tablet", "from_support" and the event type is "call_initiated"

A fix was applied to an issue where the two-minute countdown timer from a call initiated from the Dashboard would not stop counting down once the call was answered on the tablet. This fix was pushed live late last week.

Before

After

We've been tracking a small number of bug reports related to the newly launched Shifts feature. Some users may have occasionally seen errors while viewing or saving shifts, including the screens shown below.

At 5:00 PM CST, we released an update that improves overall stability and performance and addresses several edge cases that could lead to these issues. This includes fixes to how shifts are loaded, saved, and handed off between users.   

We're continuing to monitor things closely, but things should be running more smoothly now. As always, if you notice anything out of the ordinary, please let us know. We appreciate the reports and patience as we keep tightening things up.

- Myke

😬 OR

We’re rolling out a new feature called Shifts, designed in close collaboration with our partners at Smart Living Systems to support teams that operate with scheduled coverage and formal handoffs.

At a high level, Shifts lets you define when coverage starts and ends, who’s responsible during that time, and how that responsibility is handed off — all directly inside Hearo. This makes coverage more visible, helps identify gaps, and gives you historical data on what was planned versus what actually happened.

This feature is optional. If you don’t run scheduled coverage today, nothing about your existing workflow changes.

If you do, Shifts adds:

• Configurable schedules and assigned users
• Clear handoff acceptance at the start of a shift
• Coverage and gap visibility by location
• Historical shift data and exports for reporting

The video above walks through how Shifts works end to end, including setup, coverage views, and handoffs.

As teams begin using this, we’d love feedback — especially where it helps or where it still needs refinement.

View full Shifts Documentation here.