Technical Bulletin #052501 - Important Firmware Release for iNS/iDS and Updates to the Field Service App

Product / Models Affected:

• iNS2/iDS2, iNS3/iDS3 (and all -ES, -CA variants)
• iCCU-S/iCCU-S2
• iCCU-C2/iCCU-C
• Field Service App

Scope

This security-focused release delivers critical updates to the APS button across our iNS and iDS product lines, as well as addressing key hardening measures within the Field Service App. In addition to enhancing security features, this build restores previously disabled features - most notably audio file uploading - and introduces a password-strengthening workflow for agency installations. This bulletin applies to Polara’s iNS/iDS two and three-wire systems, central control units (iCCU), and the Field Service App.

Identification

To highlight changes and options to the installation and configuration process for iNS and iDS buttons.

Operational

iNS/iDS firmware updates:      

• Added stronger protocols for password reset, including a lockout after 2 failed attempts, and an option for technicians to disable Bluetooth from the Field Service App.
• Polara recommends that this critical security firmware update, found in the latest Field Service App version (iOS v2.3.0 and Android v1.05.00), be applied to all iNS and iDS buttons during new installations and at the next scheduled maintenance visit.
• Technicians have the choice to decline the firmware update and continue with normal setup procedures.  
• New iNS/iDS buttons ordered after June 30, 2025, will be pre-installed with this firmware update.

Audio file uploading restored:   

• Restored the ability for users to upload their own audio files from the Field Service App to the buttons in the recent app version (iOS v2.3.0 and Android v1.05.00). The iNS/iDS button firmware must also be updated to enable audio file uploading functionality.
• 2-wire iNS/iDS buttons will also require a firmware update to the iCCU (v4.03). If the Polara Updater has been enabled, agencies can use this software to remotely update any connected 2-wire buttons along with the iCCU.
• If technicians use audio files directly downloaded from Polara’s Audio Library via the Field Service App, then a firmware update is not required.

Strengthened passwords:

• The new password assistant in the latest version of the Field Service App prompts installers and technicians to create stronger, more complex passphrases. Polara recommends iNS/iDS button passwords be updated using mixed case, numbers, and symbols and a minimum of 8 characters.
• A more complex password is required for all new iNS/iDS device installations, or the technician must disable Bluetooth via the Field Service App. For existing installed buttons, password updates are not mandatory and can be declined by the on-site technician. However, as a matter of best practice we recommend applying the new password requirements to existing installed buttons.

Corrective Action

• Ensure firmware is updated on all iNS/iDS buttons to v5.2.0 (or later), using the latest version of the Field Service App (iOS v2.3.0 and Android v1.05.00).  
• Ensure the iCCU-S2/C2 firmware is updated to the latest version (v4.03). Instruct field technicians to update button passwords using agency-provided complex passwords.

If you have questions about this Tech Bulletin, please contact your local Distributor or contact Polara Technical Support at 903-366-0300 ext. 4 or email techsupport@synapse-its.com.