ecobee experienced a major incident on October 20, 2025 affecting SmartCamera Online Services, lasting 2h 36m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 07:57 AM UTC
We’ve received reports of SmartCamera Online Services not working as expected. Our team is on it and looking for a solution. Some people might be noticing they are unable to access their SmartCamera snapshots and videos. Your SmartCamera live feed is still available with the ecobee app but video may not be recorded during this time. We appreciate your patience while we work to fix this problem as quickly as possible. Stay tuned for updates.
- investigating Oct 20, 2025, 08:00 AM UTC
We’re happy to let you know we’ve identified the issue and are acting quickly with a fix.
- monitoring Oct 20, 2025, 10:07 AM UTC
We’ve implemented a solution and we’re keeping a close eye on the situation. Sorry for any interruption this has caused, and we truly appreciate your continued patience.
- resolved Oct 20, 2025, 10:33 AM UTC
Good news! The issue we were experiencing has been resolved. If you’re still having some trouble, we suggest closing and restarting the ecobee app.