Incident: Nike's $350 Self-Lacing Shoes Bricked by Faulty Software Update

Published Date: 2019-02-21

Postmortem Analysis
Timeline 1. The software failure incident with Nike's Adapt BB shoes happened in February 2019 [81574, 81287, 80960].
System 1. Nike's Adapt BB shoes software update system [82029, 81574, 81287, 80960]
Responsible Organization 1. Nike [82029, 81574, 81287, 80960]
Impacted Organization 1. Customers who purchased Nike's Adapt BB self-lacing shoes were impacted by the software failure incident, as the shoes became non-functional after a software update [82029, 81574, 81287, 80960]. 2. Sneaker collectors and users like Mike from Virginia experienced issues with their expensive shoes due to the software update, rendering them useless as shoes [82029]. 3. Android users specifically faced connectivity issues and problems with the Nike Adapt app, which affected the functionality of the self-tying sneakers [81574, 81287, 80960]. 4. Individuals who ordered the Adapt BBs, such as Jonathan Warner, expressed concerns and frustration over potential issues with the $350 shoes due to the faulty software update [81574]. 5. The reputation and trust of Nike as a company were impacted by the software failure incident, leading to negative reviews and customer dissatisfaction [82029, 81574, 81287, 80960].
Software Causes 1. A software update recommended for Nike's Adapt BB shoes caused some of the shoes to break, specifically corrupting the "lace engine" and rendering the self-lacing feature useless [82029]. 2. Users reported that a faulty software update for the Nike Adapt app on Android devices caused connectivity issues, preventing the left shoe from pairing and rendering the smart features of the shoes useless [81574]. 3. Another bad software update for the Adapt BB smart sneakers on Android phones caused the shoes to stop working, with users unable to tighten the self-lacing feature after the update [81287]. 4. The Android app that controls Nike's self-lacing trainer, the Adapt BB, malfunctioned after an update, failing to sync with both shoes and causing frustration among users [80960].
Non-software Causes 1. The failure incident with Nike's Adapt BB shoes was caused by a hardware issue related to the lace engine being corrupted after a software update, rendering the shoes unable to tighten even with manual buttons [82029]. 2. Another hardware issue was reported where some shoes shipped without a "gold image" backup of the software they needed to operate, exacerbating the problem caused by the software update [82029]. 3. Customers also faced connectivity issues with the shoes, where the Android app failed to sync with one shoe, leading to functionality problems [80960].
Impacts 1. The software failure incident with Nike's Adapt BB shoes led to the shoes becoming non-functional for some customers after a software update, rendering the self-lacing feature useless [82029, 81574]. 2. Customers experienced frustration and inconvenience as they were unable to tighten or loosen their $350 self-tying sneakers due to the faulty software update [81574, 81287]. 3. Some users reported that the motors inside the shoes stopped functioning altogether, making it impossible to reset the shoes even by performing a hard reset [81287]. 4. The software issue only affected the Android app, causing connectivity problems with the left or right shoe, while the iOS version of the app had fewer reported issues [81287]. 5. Nike had to work on resolving the software issue and provide support to affected customers, including acknowledging the problem, working on a solution, and encouraging customers to contact Nike Consumer Services [81574, 81287].
Preventions 1. Thorough testing across various phone models to ensure compatibility with software updates could have prevented the software failure incident [82029]. 2. Having a backup "gold image" of the software needed to operate the shoes could have prevented the incident [82029]. 3. Clear communication with customers about the software problem and potential issues could have helped prevent the software failure incident [82029]. 4. Ensuring accountability and providing responsive customer support to address issues promptly could have mitigated the impact of the software failure incident [82029]. 5. Implementing robust security and privacy practices in the software updates to prevent potential data breaches or unauthorized access could have prevented the incident [82029].
Fixes 1. Performing a hard reset on the shoes by holding down the two buttons on the side of the Adapt shoes could potentially resolve the issue for some users [Article 81287]. 2. Nike working on a fix for the software issue and actively resolving the isolated connectivity issues related to the setup of the Nike Adapt BB [Article 81287]. 3. Nike rolling out a software update to resolve the connectivity issues experienced by customers after the faulty software update [Article 82029].
References 1. Nike spokesperson - [81574, 81287] 2. Users' reviews on Google Play Store - [81287] 3. Nike Consumer Services - [81574] 4. Geoffrey A. Fowler (author of the article) - [82029]

Software Taxonomy of Faults

Category Option Rationale
Recurring one_organization, multiple_organization (a) In the case of one_organization, Nike experienced a software failure incident with its self-tying shoes, the Adapt BB, where a faulty software update caused the shoes to stop working properly. Users reported issues with the Android app not syncing with the shoes, leading to connectivity problems and the inability to tighten the self-lacing feature. Nike acknowledged the software issue and mentioned they were working on a solution [Article 81287]. (b) Regarding multiple_organization, the article mentions other instances of faulty software updates causing issues with wearable devices. For example, Apple had to pull its Watch OS 5.1 update after it appeared to brick Series 4 Apple Watches, rendering them unusable. This indicates that software update-related incidents affecting the functionality of devices have occurred with products from different organizations [Article 81574].
Phase (Design/Operation) design, operation (a) The software failure incident occurring due to the development phases: In the case of the Nike Adapt BB self-tying shoes, the software failure incident was primarily attributed to a faulty software update that was required for the shoes to function properly. The update, which was intended to enhance the functionality of the shoes, ended up causing connectivity issues and malfunctions in the self-lacing feature of the shoes. Users reported that after the update, their shoes stopped working, with some unable to pair with the app or tighten as intended. This issue was specifically related to the software development phase, where the update introduced bugs that affected the operation of the shoes [81574, 81287]. (b) The software failure incident occurring due to the operation phases: The software failure incident related to the Nike Adapt BB shoes can also be linked to the operation phase. Users who experienced issues with the shoes after the software update had difficulties in operating the shoes as intended. Some users mentioned that they were unable to pair the shoes with the app, leading to malfunctions in the self-lacing mechanism. This aspect of the incident highlights how the operation or use of the system, in this case, the shoes and the accompanying app, was impacted by the software update issue, resulting in operational failures [81574, 81287].
Boundary (Internal/External) within_system (a) The software failure incident related to Nike's Adapt BB shoes can be categorized as within_system. The incident occurred due to a faulty software update that was recommended by the shoes themselves. The update caused connectivity issues, rendering the self-lacing feature useless for some users [81574]. Additionally, the software update error led to the bricking of the shoes, making them non-functional as intended [81287]. These issues were directly related to the software update process and the functionality of the shoes themselves.
Nature (Human/Non-human) non-human_actions, human_actions (a) The software failure incident occurring due to non-human actions: - In the incident involving Nike's Adapt BB shoes, the failure was attributed to a software update that was recommended by the shoes themselves. The update, which was intended to improve the functionality of the self-lacing shoes, ended up causing issues such as the shoes not being able to tighten properly even with manual buttons, rendering them unusable as intended [82029]. - Users reported that after a software update, their Adapt BB smart sneakers stopped working, with either the left or right shoe failing to pair with the app, leading to the inability to tighten the self-lacing feature. Some users mentioned that the motors inside the shoes stopped functioning altogether, making it impossible to reset the shoes [81287]. (b) The software failure incident occurring due to human actions: - The incident with Nike's Adapt BB shoes also highlighted potential human-related factors contributing to the failure. For example, some users expressed frustration with the Android app not syncing properly with the shoes, indicating a potential issue with the app's development or compatibility testing [80960]. - Additionally, the article mentioned that Nike executives talked up the app experience and its future fitness functionalities, suggesting that the emphasis on app integration and features could have played a role in the software update issues experienced by users [81574].
Dimension (Hardware/Software) hardware, software (a) The software failure incident occurring due to hardware: - The incident with Nike's Adapt BB shoes was primarily due to a software failure caused by a faulty software update. The update led to issues with the shoes' functionality, such as the inability to tighten the laces even with manual buttons, rendering them unusable as shoes [82029]. - Users reported that after a software update, their shoes stopped working, with one user mentioning that their right shoe wouldn't charge or turn on after the update [80960]. - The shoes contain a small motor that controls the laces, and the software update caused issues with this mechanism, leading to connectivity problems and malfunctions [80960]. (b) The software failure incident occurring due to software: - The primary cause of the software failure incident with Nike's Adapt BB shoes was a faulty software update that led to connectivity issues and malfunctions in the shoes' functionality [81574]. - Users experienced problems with the Android app that controls the shoe, with issues like the app not pairing with the left shoe and crashing after an update, resulting in the loss of smart features [81574]. - Nike acknowledged the software issue and mentioned that they were actively working on resolving it, indicating that the root cause of the problem was related to the software [81287].
Objective (Malicious/Non-malicious) non-malicious (a) The software failure incident related to the Nike Adapt BB shoes was non-malicious. The incident occurred after a software update was recommended for the shoes, which ended up breaking some of them. Users reported issues such as the shoes not being able to tighten even with manual buttons, rendering them useless as shoes [82029]. The faulty software update led to connectivity issues, with some users experiencing problems with pairing the shoes with the app, resulting in the main features of the smart shoes not working properly [81574]. Nike acknowledged the software issue and mentioned that they were actively working to resolve it, indicating that the failure was not intentional but rather a result of a software glitch [81287]. Additionally, the incident with the Nike Adapt BB shoes was not a result of malicious intent but rather a technical malfunction. Users faced difficulties with the Android app that controlled the shoe, with complaints about the app only syncing with one shoe and causing errors after updates [80960]. The software update error led to issues such as the right shoe not charging or turning on, highlighting a technical failure rather than a deliberate act to harm the system.
Intent (Poor/Accidental Decisions) poor_decisions (a) The software failure incident related to the Nike Adapt BB shoes can be attributed to poor decisions made during the development and release of the product. The incident was caused by a faulty software update that bricked the shoes, rendering them unusable for their intended purpose of self-lacing and tightening with the app. Users reported issues with the Android app not connecting to the shoes properly after the update, leading to the loss of functionality [81574, 81287]. Additionally, the software update process required for the shoes was flawed, as it caused connectivity issues and malfunctions in the shoes [81574]. Furthermore, the incident highlighted poor decision-making in terms of software testing and compatibility. Nike failed to realize that some phone models could not maintain a Bluetooth connection well enough to apply the software update, leading to the bricking of the shoes for some users [82029]. Additionally, some shoes were shipped without a backup of the necessary software, exacerbating the problem and causing the self-lacing feature to fail [82029]. These poor decisions in software development and testing ultimately led to the software failure incident with the Nike Adapt BB shoes.
Capability (Incompetence/Accidental) development_incompetence (a) The software failure incident related to development incompetence can be observed in the case of Nike's Adapt BB shoes. The incident occurred after a software update recommended by the shoes broke some of them. The update corrupted the "lace engine," rendering the sneakers unable to tighten even with manual buttons. This issue was attributed to a lack of testing on different phone models, as Nike didn't realize that some phones couldn't maintain a Bluetooth connection well enough to apply the software update. Additionally, some shoes shipped without a backup of the necessary software, exacerbating the problem [82029]. (b) The software failure incident related to accidental factors can be seen in the case of the faulty software update that bricked Nike's $350 self-tying sneakers. Users reported that after updating their Adapt BB smart sneakers on an Android phone, the shoes stopped working. The issue was attributed to an isolated connectivity problem related to the setup of the Nike Adapt BB, which was actively being worked on for a solution by Nike. Users found themselves unable to tighten the self-lacing shoes after the update, and some were unable to reset the shoes due to malfunctioning motors inside [81287].
Duration permanent, temporary The software failure incident related to the Nike Adapt BB shoes can be categorized as both permanent and temporary. Permanent: - The incident resulted in some shoes becoming permanently unusable as shoes due to a software update that corrupted the "lace engine" and prevented the sneakers from tightening, even with manual buttons [82029]. - Some users reported that after the software update, their shoes were completely bricked, rendering them unable to charge or turn on [80960]. Temporary: - Users experienced temporary issues where the left or right shoe wouldn't pair with the app after the software update, leading to the main features of the shoes not working properly [81574]. - Some users were able to resolve the issue by performing a hard reset on the shoes, which temporarily fixed the problem [81287].
Behaviour crash, omission, value, other (a) crash: The software failure incident in the articles can be categorized as a crash. Users reported that after a software update, their self-tying Nike Adapt BB sneakers stopped working, with one user mentioning that the right shoe "completely crashed after the last update" [Article 81574]. Another user mentioned that the software update caused an error, "bricking the right shoe" [Article 81574]. (b) omission: The software failure incident can also be categorized as an omission. Users mentioned that after the update, the left or right shoe wouldn't pair with the app, rendering the main feature of tightening the self-lacing shoes useless [Article 81574]. Users experienced issues where the app failed to connect to the left shoe, leading to the inability to tighten the sneakers [Article 81287]. (c) timing: The software failure incident does not align with a timing failure as there were no indications of the system performing its intended functions too late or too early in the articles. (d) value: The software failure incident can be categorized as a value failure. Users reported that the software update caused the sneakers to stop working correctly, with one user mentioning that the right shoe wouldn't charge or turn on after the update [Article 80960]. Another user mentioned that the sneakers completely crashed after the last update, indicating incorrect performance [Article 81287]. (e) byzantine: The software failure incident does not align with a byzantine failure as there were no indications of inconsistent responses or interactions in the articles. (f) other: The software failure incident can be categorized as a crash and omission, as mentioned above.

IoT System Layer

Layer Option Rationale
Perception processing_unit, embedded_software (a) sensor: Failure due to contributing factors introduced by sensor error: - The software failure incident related to Nike's Adapt BB shoes breaking after a software update was not directly attributed to a sensor error. The issue primarily stemmed from a software update that corrupted the "lace engine," preventing the sneakers from tightening even with manual buttons [82029]. (b) actuator: Failure due to contributing factors introduced by actuator error: - The software failure incident with Nike's Adapt BB shoes was not specifically linked to an actuator error. The main problem was caused by a software update that led to the malfunction of the self-lacing mechanism [82029]. (c) processing_unit: Failure due to contributing factors introduced by processing error: - The failure of Nike's Adapt BB shoes after a software update can be attributed to a processing error. The software update introduced by Nike caused issues with the lace engine, rendering the self-lacing feature dysfunctional [82029]. (d) network_communication: Failure due to contributing factors introduced by network communication error: - The software failure incident with Nike's Adapt BB shoes was not directly related to a network communication error. The problem arose from a software update that resulted in the malfunction of the self-lacing mechanism, rather than a network communication issue [82029]. (e) embedded_software: Failure due to contributing factors introduced by embedded software error: - The software failure incident involving Nike's Adapt BB shoes breaking after a software update was primarily caused by an embedded software error. The software update recommended for the shoes led to the corruption of the "lace engine," preventing the sneakers from tightening as intended [82029].
Communication connectivity_level The software failure incident related to the Nike Adapt BB shoes was more related to the connectivity level rather than the link level of the cyber physical system that failed. The failure was primarily due to issues with the software update via the Nike Adapt app on Android phones, which caused connectivity problems and rendered the smart features of the shoes useless [81574, 81287]. Users reported that after the software update, their shoes could not pair with the app, leading to difficulties in tightening the self-lacing shoes. Nike acknowledged the software issue and mentioned that they were actively working on resolving it [81287].
Application TRUE The software failure incident related to the Nike Adapt BB shoes breaking after a software update was indeed related to the application layer of the cyber physical system. The failure was caused by a faulty software update that bricked the shoes, rendering some of them unable to tighten even with manual buttons. Users reported issues with the Android app not connecting to the left shoe, and an update that made the main feature of the shoes useless [81574, 81287]. This aligns with the definition of an application layer failure caused by bugs and errors introduced during the software update process.

Other Details

Category Option Rationale
Consequence property, theoretical_consequence The consequence of the software failure incident related to the Nike Adapt BB shoes was primarily in the category of 'property' where people's material goods were impacted due to the software failure. Users reported that the software update caused issues with the self-lacing feature of the shoes, rendering them unable to tighten or loosen properly, thus affecting the functionality of the expensive shoes [82029, 81574, 81287, 80960]. There were no reported consequences in the categories of death, harm, basic needs, delay, or non-human entities. The articles discussed potential consequences such as privacy concerns and data collection by the company, but these were more theoretical and not directly observed [82029, 81574, 81287, 80960].
Domain information, health, entertainment (a) The failed system was related to the information industry as it involved a software update issue with Nike's Adapt BB shoes that connect to a phone app for tightening and loosening [82029, 81574, 81287, 80960]. (j) The incident also had implications for the health industry as the self-lacing shoes were designed for athletes and basketball players, indicating a connection to sports and potentially health-related activities [81574, 81287, 80960].

Sources

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