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Rapidzap

• June 05, 2020 20:47

When I try to use app to open or close door it tells me I dont have access. Then when I try to check on other settings it says network is done. I have had this for a couple of years no problems till now

 

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• Official comment

  

  Scott Riesebosch

  • June 06, 2020 18:34

  Hi Everyone,

  We sent out a notification yesterday that the server was having some issues. It would have appeared in your notifications tray (similar to a door open / close notification).

  Everything is back to normal now and we are pouring through the server logs to see what caused the slow down and intermittent behaviour so we can prevent it in the future. We host our service on Amazon AWS for maximum reliability and we did receive a message from Amazon that they detected a hardware issue and they were addressing it. We do not yet know if the two things are related but we are looking into it deeply.

  So sorry for any inconvenience!

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  David Roupe

  • June 05, 2020 22:28
  • Edited

  Everyone in my household is having the same issue. The master account on my phone times out and I get a message that says to check that the network is on and family that has the shared connection says that they do not have access. I am running the latest app update and firmware 8.93. I have been having issues with my tailwind since the previous update.  I have had the tailwind for just over a year and have loved it up to this point. 

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  E

  • June 05, 2020 22:49
  • Edited

  I'm running into a similar issue where the app prompts me with "Please Wait ..." and eventually displays a modal with the message "Hmmm... the network connection seems to be down". According to my WiFi router, everything's connected. Once I dismiss the prompt, the app and garage door seem to work fine, but it's definitely annoying.
  
  I'm also on firmware version 8.93

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  Chris Griesemer

  • June 05, 2020 23:46

  Same exact issue here.

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  Mark Phillips

  • June 05, 2020 23:57

  Same issue here. Our garage was left open for some time after a family member left the house, assuming it would close automatically.

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  Rafal Wlodarczyk

  • June 06, 2020 00:12

  I had to power cycle a unit to get it update a firmware and from that time master account works. It shows 

  I have an  issue with other accounts which claim no rights.

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  David Roupe

  • June 06, 2020 00:37

  I have tried power cycling the tailwind by unplugging it for 5 minutes, I have cleared the cache and data from my phone and deleted the app and reinstalled, I have totally reset the tailwind unit and all of which has not cured the initial issue. The diagnostic tool won't even find my connection to my car Bluetooth and continues to search for devices.

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  markshme

  • June 06, 2020 23:00

  Scott,
  Thanks so much for the update. Yesterday afternoon I received my Tailwind Garage controller and was very excited to spend the evening installing the hardware. You have been a real professional in helping me in deciding to purchase your product. Last night was a bit trying but by late evening I guessed this was a server error from the lack of responsiveness. Thanks to your determination and professionalism I can tell you I love your product and everything is working perfectly here.

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  Rafal Wlodarczyk

  • June 07, 2020 01:15

  Everything started to work fine as always today. This small hiccup was not a huge issue and you fixed it quick and I appreciate your diligence.

  Great product!

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  Scott Riesebosch

  • June 08, 2020 23:56

  Thanks guys. Appreciate the kind words.

  Anytime we experience any service issues (they are rare but they do happen) we generally push out a notification as soon as possible through the app. We find this reaches our users the quickest :)

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  Ms

  • June 11, 2020 15:43

  Suddenly unable to link Alexa/Tailwind. Have reset password (twice) but still getting "invalid ctedentials" message.

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  Scott Riesebosch

  • June 12, 2020 00:10

  Please note we have 2 skills and 2 integrations.

   

  Alexa App Tailwind App

  Tailwind -> Alexa Custom

  Tailwind Smart -> Alexa Smart Home

   

  You need to match them up or you will get that error. Personally I just activated both Alexa integrations in the Tailwind app, and enabled both skills in Alexa to keep it simple and give me the most options.

   

  If the Smart Home skill links properly but the custom skill in the Alexa app is not linking (credentials error), please make sure you’ve enabled the Alexa custom skill in the Tailwind app and also set the device and PIN.

   

  Also note that you need to use the Tailwind app login credentials not the Tailwind support site credentials.

   

  Here is a new video showing how to set up Alexa https://youtu.be/EUvT4XMEv2Y

   

  Here is a list of all the current Alexa commands https://gotailwind.zendesk.com/hc/en-us/articles/360021091252-Current-Alexa-Commands

   

  Scott

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