SYSTEM STATUS - NORMAL
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19 comments

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  • Official comment
    Scott Riesebosch

    Hi Everyone,

    Sorry about that. We are experiencing a server issue at the moment. We are working to resolve it now. Your service should be restored either this evening or by the morning.

     

    This is our first outage in more than a year. Lots of coffee and stress over here - we will get it fixed asap!!!

    Scott

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  • Alice Murphy

    Same issue...

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  • Dave Sullivan

    I emailed Scott but haven't heard anything.

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  • Alice Murphy

    Tried signing out of app, restarting controller...telling me connectivity issues, but I have a green light on controller and connection is good??

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  • Dave Sullivan

    I've uninstalled the app. Nothing works. The problem isn't me but it would be nice to know what is going on.

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  • Dave Sullivan

    Thank you for letting us know. Good luck.

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  • Chris Griesemer

    It is down for me as well. Sensor didn’t open my door, tried Google home and Siri, those failed, then tried the app and it would never fully open showing a connected garage. So, back to the OG clicker button I went.

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  • Bidslam Smith

    I've wasted the better part of an hour trying to fix my door opener! You couldn't notify your users that the system is down. Pathetic and a very unprofessional way to run your business. This is our garage door open for Pete's sake. I can't say what I really think or you wouldn't post my comment. Losers.

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  • Dave Sullivan

    Bidslam, yeah they should have communicated, I agree but they aren't losers. Verizon, Comcast, you name it all go down and they don't tell us...

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  • Scott Riesebosch

    Ironically we were in the final stages of upgrading our user database with a new email tool when all of this happened. The new tool was scheduled to be completed tomorrow. We were actually doing test emails with it today.

    I'm sorry we weren't able to notify you. We had to turn off the old communication tool to activate the new one. We had no idea the server would go offline right in the middle of the communication tool upgrade. The timing could not have been worse. You have no idea how much I wanted to send an email blast to all our customers informing them of the outage.

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  • scott bucher

    Why does MY garage door opener need YOUR server up and running? This is a rhetorical question by the way.

    The system in my house should...must be independent.

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  • Scott Riesebosch

    Thanks guys. Usually we would blast out an email notifying all users of an outage (which hasn't happened in more than a year). However this evening we were caught with an outage at the same time we were updating the email communications software. We have very few followers on social media compared to total number of users, so email would be our best way to reach most, if not all users with a message. Just super frustrating this happened TONIGHT because the new tool was almost finished testing and was scheduled to go live tomorrow.

    And Scott I agree with you. That's why we are working on a software update that will allow you to control your garage door even when the internet is down (and your WiFi can even be down). That feature will be available for all our users once we complete the development and testing on it. That's one of the great things about the Tailwind hardware - there is a fair amount of capability inside it for us to leverage - including a direct bluetooth connection between your phone and the Tailwind controller in case of complete outages including your WiFi network.

    We are a small team and can't get to the entire list of features proposed by our customers, but bluetooth direct control is high on our list.

    Scott

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  • Charles Eckert
    • Edited

    I know it's hard to make everyone happy. But I really like my Tailwind system and appreciate all your efforts. People should learn to look on the community Forum if they have problems and ask questions. 

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  • Alice Murphy

    I really like my system also... been using for well over a year with no issues. I am actually glad to hear it’s a server problem instead of something crazy on my end. Thanks Scott!

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  • Scott Riesebosch

    You're welcome Alice :)

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  • Lori Paul

    Thanks guys for a product that is generally very reliable, and for keeping us posted on this issue. We can be patient. :-)

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  • Dave Sullivan

    I love my tailwind!

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  • Dave Sullivan

    Hi Scott, will you let us know when it is back up?

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  • Scott Riesebosch

    Dave,

    We sent out a notification through the app. We were able to resolve it a few hours ago. Your service has been restored. If your Tailwind controller status light is still yellow please unplug the power cord, wait at least 5 seconds, and then plug it back in. Please also make sure your firmware is up to date. Most controllers came back online automatically as expected. Some are requiring a hard reboot (unplug power, wait at least 5 seconds, and plug back in).

    Scott

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