Malicious Source Detectef

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Peter Breton

• December 01, 2019 16:20

The garage door opener stopped working for two of the phones in the house. One is an Android and it keeps reporting "malicious Source detected". The app reports that the garage door opener is offline but it works fine for two other phones.

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• Official comment

  

  Scott Riesebosch

  • December 01, 2019 17:18

  Thank you for messaging us Peter. Please send us an email at support@gotailwind.com so we can work with you on this. We aren't sure why you would get such a message and we certainly want to engage with you and resolve it. Please rest assured we are not doing anything malicious!! That would completely go against our very mission of increasing security and protecting privacy. We can't even view your door history. Everything is encrypted.

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  Scott Riesebosch

  • December 02, 2019 03:53

  Peter,

  Ok I have found the root cause of this message. It is from our server warning that an unauthorized user was attempting to gain access.

  Our system sent a number of communications to our sub-users letting them know their accounts would be deleted if they didn't ask the device owner to share the Tailwind device with them using the new "Share Device" feature. Doing so would automatically update the old sub-user account style to the new guest user format. If your family is getting this error it means the account was deleted as scheduled. That said, it is fairly easy to correct. They should be able to delete the app from their phones and then reinstall it.

  Once you share your Tailwind with them under "Share Device" and they delete / reinstall the app, they will then be able to log in.

  NOTE: They will need to tap on the link in the invitation email they receive (to accept the invitation), and they will use the temporary password in that email to log in.

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