Notification that device is offline.
For some reason my device goes offline and when it's offline it no longer sends notifications, closes during night mode etc. This is frustrating as the only way to find out it's offline is by trying to access the device through the app. It would be very helpful if the app could send me a notification that the device is offline so I know to manually close the door. Along the same lines, it would be helpful if the light on the device changed color when it's offline so I could tell by looking at it.
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Official comment
Paul,
If you give me your email address I can check to see what's going on - but there are a few things I can mention here:
1) Night Mode does not require any connectivity to function. Once set, Night mode actually runs locally right on the controller using a real-time clock. If your Night Mode is not working, I can help you troubleshoot that pretty quickly.
2) The light on the controller does change color when it goes offline. The status codes are as follows:
Pure green = online
Yellow / Pale green = Connected to WiFi but not to the internet
Flashing red = not connected to WiFi (and obviously not the internet either)
Flash blue = waiting to be configured for the WiFi network
Scott
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Thanks for the quick reply Scott. My email address is pwykes@charter.net . I installed the device last Friday and for the most part it has been working fine. Tuesday night, however, I forgot to close the door and discovered on Wednesday morning that my door was still open even though I had night mode set. I tried to access the device through the app ( iPhone ) and kept getting the device is offline message. I checked the light and it was green. Before I left for work, I rebooted the WiFi router and that seemed to fix it. It has been working okay since. It was disconcerting, however, to find the door open in the morning without getting any notification or having night mode close it. As an aside, I couldn't find anything on your support site about what to do if the app says the device is offline. Perhaps I missed it but it would be helpful to have some advice about how to troubleshoot that issue. Thanks again for your help.
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Yes so sorry we are having an outage. I have been trying to keep everyone informed in the thread below. We also sent notifications out through the Tailwind app about the outage, and posted a notice at the top of our support website.
https://gotailwind.zendesk.com/hc/en-us/community/posts/360075208772
Scott
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Two years ago in this thread (above), Scott wrote: "Night Mode does not require any connectivity to function. Once set, Night mode actually runs locally right on the controller using a real-time clock." Waking up to an open garage door today (with an offline controller/red light--resetting my router put it back online and green again) suggests to me that this offline clock function is not working for me, even though I clearly have my night mode time range set up in night mode. Scott also said he would like to see the addition of a "device is offline" notification in the app, but this apparently still hasn't been added.
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Hi Tom,
So sorry you had that happen! I'll check into the Night Mode issue you're describing. I think I might know what happened but I need our firmware team to check this.
Our development roadmap of features is driven by customer requests. I agree 100% that the "device offline" notification is a good one, but just because I think it is great, and a handful of customers think it is great doesn't mean it makes it onto the "must do" list for a given quarter or year unfortunately. We have hundreds of feature requests we track. Each time a customer asks for a feature that is already on our list, we add +1 to it. This allows us to focus our development resources on adding the most requested features.
The offline notification feature simply didn't get enough requests to get bumped up. It's still on our list, but it's not near the top. The app does obviously show if a device is offline when you open the app, but the feature we have on our list is to actually send a push notification if this happens.
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Hi Scott,
While I can somewhat understand this approach to adding features, it is somewhat short sighted. The only users who are going to request this feature, are ones who have had the same issue that me and Tom had. At that point we are somewhat unhappy with the product since it didn't work as advertised. Notifying users that the device is offline would help prevent this problem with other users and would preempt a possible negative user experience with the product. Thanks.
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