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

  • Official comment
    Scott Riesebosch

    Hi Everyone,

    We are working hard to restore service. We've been at it since last night when it went down. Our team has not slept. It looks like it is something on the AWS side of things and we have opened an urgent support ticket with them. The symptoms are pointing to some kind of issue at a more core level than what we have access to, so we need Amazon AWS support as it is their server hardware. We expect to hear back from them any moment.
     
    Nothing like this has ever happened in the 3+ years we have been using Amazon for our server. I selected Amazon for the highest reliability, so I am personally really upset by this. I wake up every morning and ask myself how we can make Tailwind better today. Having everything down is literally making me sick to my stomach. Please hang in there. I apologize for this and I've made it clear to our team that nobody does anything else until this is fixed.
     
    As for notifications, if you have your Tailwind notifications turned on in your app (so that you receive notifications of the door opening / closing, etc) you should have received a notification on your phone last night, just like any other "Door opened" notification from Tailwind, but this one advised of a service interruption.
     
    Sorry if there are any typos. Sleep deprivation is kicking in a bit.

     

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  • Daniel

    I just wanted to thank you for sending out the notification about the service being down. It's helpful to know it's not an isolated issue and it's not a problem on my end.

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  • Chas Eck

    I have had my Tailwind for years and I still think it's the best product of it's kind with great customer service. Everything you own can have issues from time to time. This will get resolved.

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  • Michael Weisenbarger

    Agreed. I appreciate the fast communication

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  • dgortemaker

    Hi Scott/Tailwind... nm the complainers... nothing in life is guaranteed perfection and having Tailwind down is really at most an inconvenience, a first-world problem... as a matter of fact, IMO, losing Tailwind function just reminds me how much I appreciate what it does for me and my family! Keep up the great work, breathe a little easier and keep us updated... but I’m adding Tailwind to the list of things I’m thankful for this weekend! And I hope you get things resolved soon enough to enjoy a restfulThanksgiving weekend as well!

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  • Michael Weisenbarger

    I agree with dgortemaker, ignore the complainers. This isn't something that happens really ever and this is the ultimate first world problem. Seriously please ignore the complainers.

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  • Victor Vesnaver

    Thanks Scott.... I appear to be up and running again.

    As someone earlier in the thread said, nothing is perfect. We live in an increasingly complex world and outages like this are bound to happen from time to time. Most importantly, we all made a choice to add another layer of complexity to our otherwise simple world of garage doors... We've all become accustomed to relying on Tailwind and its robust feature set. Unfortunately, when it experiences a blip, we now notice it and it causes a small amount of inconvenience.

    I have been in the tech space for a long time... Its not often you find a company with a leader like Scott who is ultra available to all of his customers, ultra communicative, and absolutely among the most service oriented CEOs I've bumped into.  Sometimes troubleshooting just takes time. I am sure Scott and his team were more felt terrible about it and did everything they could to get us all up and running as quickly as possible. 

    Lets not forget, we all own the most feature rich and forward thinking garage door opener that I was able to find in my research. Scott consistently goes above and beyond to excellent service and continually enhance the product.

    Thanks again Scott for all that you do! 

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  • Riddoch

    Thanks for the heads up, great communication.

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  • markshme

    Scott,
    You are always a gentleman and support your product as if it’s a family member. Glad you’re my support! I’m up and running here!
    Thanks again, get some sleep 😴

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  • dgortemaker

    Having been in customer service for many years: an unsatisfied customer matters. An unreasonable one is an entirely different matter! Walk a mile in someone else’s shoes and extend the golden rule... love your neighbour as yourself... thanksGIVING not thanksGETTING. Extending a little patience and consideration goes a long way... sorely lacking in our culture today.

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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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  • 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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  • 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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  • Dave Sullivan

    Scott, might be good to unpin this post.

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  • NJ

    I picked a bad day to install this. But thank you

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  • Andrew Amies

    FFS went for a bike ride now in locked out of the house. My fault for not having a backup plant but please get this sorted ASAP

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  • Richard Van Winkle

    Appreciate how to get notifications when service is down and when it gets restored.

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  • Mike St James

    Thanks, Scott. Before seeing this, I powered on and off a couple of times, then RESET. Am I going to have to start from scratch due to the RESET when you're back up?

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  • Paul Simon

    How do I get service notifications if it is up or down?  It is really a good idea Scott.  And especially for this particular outage.

     Thanks, Paul Simon

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  • Marci

    It is morning still not working

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  • James Finney

    Hey Scott! Can we get an update on when service is to be restored?

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  • Rspencer65

    12 hours without an update - what's going on?

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  • Scott Riesebosch

    Hi Mike,

    You will not need to do anything unless you actually deleted your device from your account by tapping on the trash can and confirming "delete". If you light is flashing blue at the moment, just power cycle the controller and it will go back to yellow status automatically.

     

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  • Dave Sullivan

    Is it possible to send another notification?

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  • Dave Sullivan

    Thank you!

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  • M Bski

    Thanks for posting...I just installed it this week and thought it was me.

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  • tsterin

    Thanks for the update Scott. 

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