Attention iPhone users: iOS 15.0 through 15.2.x contain bugs that affect the auto-open feature. Versions above or below work fine.

Notification that device is offline.

Comments

9 comments

  • Official comment
    Scott Riesebosch

    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

    Comment actions Permalink
  • Scott Riesebosch

    And I agree with you 100% by the way. We need to implement a feature that notifies you of a lost connection.

     

    Scott

    0
    Comment actions Permalink
  • Paul Wykes

    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.

    0
    Comment actions Permalink
  • stanley tan

    Is the system down?..my control unit light is yellow and showing offline on my phone

    0
    Comment actions Permalink
  • culbreth

    Mine also.

    Looks like at 1236pm EST they were aware and "working on it"....

    Hope once remedied it auto re-sets and connects.

    Winter here and came home to a coooold garage, as door still open, didn't auto close like I am accustomed to....

    0
    Comment actions Permalink
  • Scott Riesebosch

    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

    0
    Comment actions Permalink
  • Tom Seibold

    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.

    0
    Comment actions Permalink
  • Scott Riesebosch

    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.

    0
    Comment actions Permalink
  • Paul Wykes

    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.

    0
    Comment actions Permalink

Please sign in to leave a comment.