Connection time out - door won't open - green light on module

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Chris Chisholm

• November 01, 2020 16:24

Good morning,

I woke up this morning and tried to use my Tailwind, and am getting intermittent "connection time out" messages in the app when trying to access areas within the app, and it won't open the door.

It will let me into certain areas

Then if I try to go back in I get "connection time out"

I have restarted my Tailwind Device, and ensured that I had a Green Light...

When I try to open the door here is what I get:

Wanted to make sure there wasn't a bigger issue before I get on a ladder and start resetting devices.

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• Official comment

  

  Scott Riesebosch

  • November 01, 2020 18:17

  Our apologies. The service is currently down. Just sent a notification out to all users through the app notifying of the service interruption. We are currently working to restore it ASAP! Sorry for any inconvenience :(

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  jh

  • November 01, 2020 16:34

  I’m having a nearly identical issue; however, my error pop up says “Hmm... the network connection seems to be down”

  Except the connection to the wood is fine. Rebooted the router, phone, & Tailwind device but nothing has really changed.

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  Chris Chisholm

  • November 01, 2020 16:51
  • Edited

  jh - thanks, nice to know I'm not the only one having an issue... ;-)

  I have tried to send a Bug Report, and got the following - looks like they might be having another issue...

  I have submitted a Support Request.

  

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  Jason Plott

  • November 01, 2020 18:10

  i have the same 'offline' issue and the controller is yellow... problem is not on my end. was able to open / close the garage earlier today but now the garage door has completely disappeared from the device. hopefully we get an update here soon.

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  Scott Riesebosch

  • November 01, 2020 20:44

  Our team is currently working with AWS tech support to restore service but I don't have any insight as to when service will be restored at this time. I will be posting immediately when I know more. We sent out a notification through the app notifying users of the outage.

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  Chris Chisholm

  • November 01, 2020 21:00
  • Edited

  Thanks Scott Riesebosch - as with everything when it works it is great, when it doesn't the world feels like it is ending (which it isn't...).

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