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asheesh ahuja

• January 18, 2021 18:16

Setup seems to have gone without incident but when I see the device in the app, it says that the garage door opener is offline. The door opener is working fine from the wall and car. Also it says firmware update will start soon. But nothing has updated even after 24 hrs

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• Official comment

  

  Scott Riesebosch

  • February 09, 2021 02:22

  Hi Everyone,

  I just found this thread. Yes that is exactly the issue for customers that are seeing "update firmware" and it doesn't work. Just ping support@gotailwind.com and we will take care of you. We did make numerous efforts to contact all customers to advise them of the situation, but unfortunately not everyone received our emails.

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  Mike Newman

  • January 25, 2021 01:03

  This is exactly what I'm seeing as well. Did you find a solution?

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  John Appsteam

  • January 26, 2021 00:16

  Seems to be a system wide issue that all are facing. there's another thread just after this discussing the same thing. I'm surprised there is no answer from tailwind on this.

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  Peggy Townsend

  • February 07, 2021 18:59

  Me too.  Sound exactly the same.  No word from Tailwind?  Have you opened support tickers?

   

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  Mike Newman

  • February 07, 2021 21:29

  I opened a ticket and was offered a free replacement. It seems a few units were accidentally shipped with obsolete firmware, but TW stands behind their products!

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  Peggy Townsend

  • February 07, 2021 21:39
  • Edited

  Thanks Mike.  I submitted a ticket.

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