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

Comments

51 comments

  • M Bski

    Ditto...30+ years of tech customer service behind me and all I can say is there's always plenty of people out there to offer complaints but fewer that offer appreciation.

    Thank you Tailwind!  Especially for communicating. I'm sure you'll review in the days/weeks to come and find ways to improve service redundancy.  That's the culture of people in the technology business!

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  • Samuel Karns

    Mine is working now. Still the best garage solution ever developed.

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  • Matt McClellan

    Congrats for getting this back up.  Appreciate the notification last night that service was down.  This is a good reminder to have some form of backup (house key / door opener).  Available.

    Hopefully Scott and the team can now go enjoy Thanksgiving weekend!

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  • Dave Sullivan

    Still hands down the best service and product available. Everyone has issues. Google, Netflix, AWS...but communication is key. Scott and team are the best. I love my Tailwind and I tell everyone.

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  • Greg Buchanan

    Still down.

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  • Paul Simon

    Scott, 

    Just got your latest notification saying it is still down.  I am happy to say that mine is Green and working fine!  Thanks for your expertise.

    Paul

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  • Entropic

    Love my Tailwind.  App is working but SmartThings linkage is still broke.

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  • stephen j sprague

    Yeah. Couldn't agree more.  Goes to show you this service can take a 12 hour hit and still we who know the product will take this over anything out there. Its not even close.  That my friends is saying something about this company.  And no I'm not affiliated in any way with Scott.   My concern is he's gonna get too successful and sell out. LOL.

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  • Scott Riesebosch

    Hi Everyone,

    Thanks for all the kind words of support. Rest assured we will learn from this. Our primary focus was to get things working again. For the most part, as you have probably noticed, things are back to normal. We are still working on integrations like Smart Things, IFTTT, and Alexa, but core features like garage control from the app, auto-open / close, and notifications are back to normal. We are still monitoring server performance numbers carefully.

    Once we get everything back to normal we will get some sleep, and then take a very, very deep dive to find out what happened, why all the redundancies we have in place still allowed it to happen, and form a plan to make sure it doesn't happen again.

    This was by far the longest outage we've ever experienced. We've had the occasional one over the years here and there, but they have lasted anywhere from a few minutes to a couple hours or so. Prior to this incident our average annual uptime was 99.91%.

    I am personally very, very sorry for this inconvenience. I too have grown to rely on my Tailwind system daily. My family hasn't used a garage door remote in more than 3 years because the system has been so reliable we haven't needed them.

    This wasn't our finest hour and we can only ask for forgiveness as we work to get better - which we WILL do. I refuse to let something like this happen without learning from it.

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  • Marci

    Not complaining just wanted to know when it might start back up i don't like the idea of going out in the dark to get to my vehicle to get to work in the early morning. I know Scott is great.

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  • Greg Buchanan

    Scott, my controller is still saying it is offline.

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  • Mike St James

    Arlo, Blink, Wyze, Amazon Echo, Ring, Ecobee, TP-Link, Wemo, Kasa, Feit, Samsung, LG...and Tailwind. These are technologies I have in our home (I may have missed one or two.) Sometimes it feels like a part-time job keeping everything running as intended. But TAILWIND has consistently been at or near the top for reliability. The real test, though, is what happens when something breaks and help is needed. Scott has ALWAYS been available and timely in helping me, through re-installation help with a new non-standard garage door opener, to patient explanation of features not fully understood. No other company on my list even comes close. I get obsessive when something's not working. It's not reasonable, but it is what it is. When I realized Tailwind was down, I tinkered for a bit before I saw the service announcement (also something you're not likely to see from my other vendors.) But when I saw Scott's announcement, I put it out of my mind and slept like a baby because I knew a fix was on the way. Scott sets the standard. Thanks, Scott. 

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  • Scott Riesebosch

    Greg,

    I just checked your account. That is strange. Maybe try restarting your Tailwind controller or possibly your router? It should have come back online automatically but I do see it's offline. I have 5 of them in my house and all came back online.

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  • cthulhu

    My Tailwind also would not come back online - flashing red light - after multiple restarts and hard power-downs; then I turned it off, rebooted my WiFi extender (my WiFi reception in the garage is iffy without it), then powered the Tailwind back on and it came up green. Thanks Scott for the suggestion about restarting WiFi. 

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  • Scott Riesebosch

    cthulhu,

    Yes if your Tailwind controller keeps flashing red and does not turn yellow it means that either it cannot "see" your wifi network, or your wifi network access point (router or extender) is actually denying access to the Tailwind controller for some reason. Your best bet is to simply restart the wifi extender / router so it will allow the Tailwind controller to rejoin the network.

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  • Riddoch

    Hey Scott is it fair to say the integration with Smartthings is still work in progress?
    Open and Close Status don't change.

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  • Bob Chilson

    Why can't I link Alexa to my Tailwind acct?   All I get is incorrect credentials.

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  • Scott Riesebosch

    Riddoch,

    We are preparing an email to ST users today. If you go into the ST app, select "linked services" and relink the Tailwind service you should be back up and running. Please let me know if you have any further issues. That should fix it.

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  • Scott Riesebosch

    Bob,

    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. 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 (account 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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  • Dave Sullivan

    Scott, might be good to unpin this post.

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  • Scott Riesebosch

    Thanks Dave. I completely missed that! Done.

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