Is the service down?

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Roger Halabi

• May 18, 2021 13:22

My Tailwind device says "please check internet connection", but my internet is working fine with other devices.  I have unplugged device a couple times, logged out of the app and back in, tried edit wifi settings a few times.  The device has a solid green light on it.  Is the service down?  Should i remove the device and readd it, if yes how do I do this?

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• Official comment

  

  Scott Riesebosch

  • May 18, 2021 13:37

  Hi Roger,

  Our service is not down. Your Tailwind device is online and reporting excellent wifi signal strength.

  What happens if you turn off wifi in your phone settings so you're on the mobile network? Are you able to see your Tailwind device online that way?

   

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  Scott Riesebosch

  • May 18, 2021 13:38

  Also, you'll notice at the top of our support page - we have a system status indicator. You can check that anytime to see the system status.

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  Roger Halabi

  • May 18, 2021 13:45

  Thx for the reply. I have turned off wifi and still say Please check internet connection" even on the T-mobile network.  is there any way to remove the device from my account and reset it back to beginning setup mode so I can re-add it?

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  Scott Riesebosch

  • May 18, 2021 15:03

  That won't help. Are you using an Android phone?

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  Roger Halabi

  • May 18, 2021 15:16
  • Edited

  Yes android 10 on a T-mobile LG Velvet. It's been working great for months and just stopped last night.  What are my options?

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  Roger Halabi

  • May 18, 2021 15:42

  I uninstalled and reinstalled the Tailwind android app and now all is ok. I can see both doors. Sorry for the bother. 

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  Scott Riesebosch

  • May 18, 2021 16:03

  No worries Roger. Sorry it wasn't working properly for you. I was also going to suggest you check your time / date settings in your phone. Make sure that is set to "automatic".

  Scott

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  Roger Halabi

  • May 18, 2021 16:11

  no worries thx for trying to help out.

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