Device Offline
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
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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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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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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