Correspondence with Anova support

The support exchange about the dead unit, word for word, oldest first. The ticket was opened on 2026-10-29. This page is the record behind the summaries on the incident page, in the timeline and in case 1 of the roadmap, so that readers judge the exchange for themselves rather than through a paraphrase. It is extended whenever a message is sent or received.

What was changed, and nothing else:

• People's names are replaced: the author by his handle, [raptox]; the Anova support agent by [agent]. The agent's name is withheld on purpose (see Legal). One agent handled the whole ticket.
• Identifiers are replaced by a label in square brackets: [serial number], [order number], [phone number], [postal address]. The ticket number is withheld as well.
• Mail headers and the ticket system's notification boilerplate are left out. Attachments are noted, not reproduced.
• Each line break in the original is rendered as a paragraph break. Wording, typos, punctuation and emoji are as sent. The square brackets around the app version and the phone model in the first message are in the original.
• Times are Belgian time (CET). The ticket system stamps messages in US Pacific time; that stamp is given too.

Opinions in the author's messages are the author's.

1 · 29 Oct 2026, 10:15 · raptox → Anova support

Ticket stamp: Oct 29, 2026, 2:15 AM PDT. No attachment.

Hello Anova Support,

One of my Anova Precision Cooker Pros stopped working completely during a firmware update pushed through the Anova app.

What happened:

• I started the firmware update from the app.
• The update stalled at 75%. I left the cooker plugged in overnight, but it still hadn't finished by the morning.
• I unplugged it, let it rest for 2 hours, and plugged it back in.
• It is now completely dead: no beep, no display, no lights.

The cooker was working perfectly right up to the update. It has not been dropped, opened or damaged in any way.

The failure was caused by the firmware update, not by use or wear.

I fully understand that the cooker is outside its standard warranty period.

At the same time, it’s a bit frustrating to lose an otherwise perfectly working Cooker Pro specifically while applying an update provided through the Anova app. I’ve been an Anova customer for years, own two Precision Cooker Pros, and I’m probably responsible for selling a few Vacuum Sealer Pros as well after convincing friends and family that they really should have one. 🙂

Obviously, I wasn't expecting a firmware update to be the last thing this Cooker Pro ever did. 🙂

Given the circumstances, I’m hoping you can help me get it running again. If there is a firmware recovery procedure available, I'm happy to try it.

Otherwise, I'd really appreciate Anova considering a repair or goodwill replacement.

Device details:

• Model: Anova Precision Cooker Pro, type AN600-20 (EU, 220-240V)
• Serial number: [serial number]
• Order number : [order number]
• Anova app version: [3.6.7]
• Phone used for the update: [Pixel 10 Pro XL]

I'm happy to send photos, proof of purchase, perform additional troubleshooting, or ship the unit back for inspection.

Kind regards,

[raptox]

[phone number]

[postal address]

2 · 29 Oct 2026, 18:13 · Anova support → raptox

Ticket stamp: Oct 29, 2026, 10:13 AM PDT.

Hello [raptox],

Thank you for reaching out to us. I am sorry to hear that your Precision Cooker Pro stopped responding during the firmware update, and I would be happy to help you get this resolved.

Please try leaving the unit plugged into a wall outlet overnight, as this often allows the device to recover from a stalled update.

Additionally, could you please confirm your order number? I see you included it in your initial message ([order number]), but having it on hand will help me expedite the process should we need to look into a replacement or further technical support.

Please let me know if the device shows any signs of life in the morning.

Best regards,

[agent]

Anova Culinary

www.anovaculinary.com

3 · 29 Oct 2026, 19:21 · raptox → Anova support

Ticket stamp: Oct 29, 2026, 11:21 AM PDT. Attachment: the order confirmation (not reproduced).

Hi [agent],

Thanks!

I’ll leave it plugged in overnight as suggested and see what it does by tomorrow morning.

Order number is confirmed: [order number]. I’ve also attached the order confirmation for reference.

I’ll report back with the result.

Kind regards,

[raptox]

4 · 30 Oct 2026, 18:59 · Anova support → raptox

Ticket stamp: Oct 30, 2026, 10:59 AM PDT.

Hi [raptox], thank you for the confirmation. I understand the unit is outside of the standard warranty period, but let's see if the overnight power cycle yields any results. I will wait to hear your update tomorrow before we determine the next steps.

Best regards,

[agent]

Anova Culinary

www.anovaculinary.com

5 · 30 Oct 2026, 19:33 · raptox → Anova support

Ticket stamp: Oct 30, 2026, 11:33 AM PDT. No attachment.

Hi [agent],

Unfortunately, the overnight power cycle did not work.

The Precision Cooker Pro remains completely unresponsive: no beep, no display, no lights, and no other sign of life.

Since the unit was working normally until the firmware update failed, I’d appreciate it if you could let me know what Anova can offer as the next step, whether that would be a recovery procedure, repair,...

Thanks in advance!

Kind regards,

[raptox]

6 · 1 Nov 2026, 11:55 · Anova support → raptox

Ticket stamp: Nov 1, 2026, 2:55 AM PST.

I see. Unfortunately, your unit is no longer within warranty, we can offer you a 10% discount (stackable with any available promos) if you purchase a new Anova from our shop.

I know this is not the outcome you were hoping for, but I hope you'll consider this offer.

Please let me know if you'd like to proceed.

Best regards,

[agent]

Anova Culinary

www.anovaculinary.com

7 · 1 Nov 2026, 19:32 · raptox → Anova support

Sent by e-mail in reply to message 6 (10:32 AM PST). Attachment: a photo of the main board (not reproduced here; the board is documented on the main board page).

Hi [agent],

Thanks for the follow-up and for the offer.

With all due respect, a 10% discount isn't much of a gesture here.

Anyone gets 10% just by subscribing to the newsletter, around Father's Day and year-end I regularly see discounts of up to and even above 50%.

I work in IT, so let me explain why this case is hard to accept.

This cooker didn't fail from age or use. It was working perfectly until it ran an update supplied through your own app. A firmware update that stalls at 75% and leaves a device with no beep, no display and no lights means there is no fallback in the update process. Even $10 smart plugs handle this properly: they write the new image to a second partition (A/B), verify it, and keep booting the previous working firmware if the update fails or is interrupted. A $450 professional-grade device should be at least as robust as that.

Since my last message, and after it had already failed, I've opened the unit and started investigating it myself. The main board (ANOVA_PRO_MAIN_V2.0) is built around a TI CC3220S, which only boots a firmware image signed by Anova. So I can read and back up the flash myself, but I can't restore working firmware without Anova's help.

Any of the following would solve this for me, in order of preference:

1. The signed firmware image for my Precision Cooker Pro (AN600-20, S/N [serial number]), plus any flashing or recovery instructions you can share, so I can reflash it myself. Because the image is signed, it can only put the cooker back on stock firmware: any modification would break the signature. I'm comfortable with electronics, accept that this is entirely at my own risk, and won't hold Anova responsible for the outcome. This costs Anova nothing.

2. A replacement main board (the top board in the head, photo attached) with working firmware. I'm happy to pay for it, and since the unit is already open, I can fit it myself.

3. A mail-in repair, so Anova can reflash the board, at cost if needed.

4. A refurbished or B-stock Precision Cooker Pro as a replacement.

I'd much rather solve this together with Anova than end up with a second Cooker Pro I can't use.

Any help is appreciated: scrapping a $450 device just because of faulty firmware would be a real waste.

Kind regards,

[raptox]

Open

Anova's answer to message 7 is awaited. New messages are added here, in both directions, the same way.