Tailwind Service is back online
Tailwind service is now back online.
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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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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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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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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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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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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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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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