Device Offline

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Matt James

• January 13, 2021 21:51

Just got a new iQ3 for Christmas, got it installed over the weekend but it's been sitting there with a solid yellow light ever since.  I went through a few dummy checks - power cycled the unit a couple of times, then I reset the device and put in all the wifi info again, then I deleted the device from my account and re-added it, verified the MAC, etc.  All the stuff it says to do in this article: https://gotailwind.zendesk.com/hc/en-us/articles/360021398151-My-Tailwind-iQ3-shows-offline 

I _highly_ doubt it's my network / internet connection as the 30+ other IoT devices around here don't seem to have a problem.  

I submitted a support ticket but have had no response in 3 days?  

So far, not impressed.....

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• Official comment

  

  Scott Riesebosch

  • January 14, 2021 15:20

  Hi Matt,

  The same thing just happened to Wyze and they ship millions of devices per year. Their new robot vacuums just got smacked with exactly the same thing. I know exactly what the issue is that they're facing. It's the same one we faced. Super frustrating.

  

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  Matt James

  • January 13, 2021 21:59

  Haha - wouldn't that just be the luck - as soon as I post this, I get a response.  Apparently I received a unit with outdated FW and expired SSL certs so it can't communicate.  Apparently I need a replacement unit.  FYI in case someone else is in this scenario....

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  Matt James

  • January 14, 2021 15:56

  Scott,

      Certainly can empathize.  Dealing with Supply Chain issues, especially when (assuming here) there is not a field solution like Bluetooth or USB firmware update, is incredibly frustrating.  I also understand SSL cert expiration issues have impacted dozens of _much_ larger companies (not the least of which - my favorite - Spotify), so it's nothing unique to TailWind. Thanks for the response - we'll get it taken care of. :-)

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  Randy Newcomb

  • January 24, 2021 00:27

  I just set up the device and am consistently getting a message that says update firmware and the garage door device appears to be offline. As much as I try to update the firmware - nothing is happening. Help!

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  John Appsteam

  • January 24, 2021 22:41

  Hi, I have the exact same issue. I can see that the unit is online from my FW and it's green but the app says it's offline. Same issue that it says "update firmware" and nothing happens. I've tried all the restart and re-pairing tricks but nothing seems to work.

  I have 6 days to return this via Amazon but the hassle of installing it and uninstalling etc...

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  Mike Newman

  • January 25, 2021 01:06

  I am having the exact same issue as well. Do I really need a replacement unit?

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