Service Status Update – Hotspot Connectivity Issues

Update timeline

1. investigating Jun 10, 2025, 07:17 PM UTC

   Update - June 11th We’re aware of ongoing connectivity issues that may have caused some Hotspots to go offline, stop passing data, or report missed heartbeats. While a temporary fix (rebooting affected radios) was implemented, some units continue to be affected. The team has identified a suspected cause related to recent backend and firmware changes, which is currently being validated. We will continue to keep the community informed as progress is made. If you are affected, you can attempt to manually reboot the device. If not successful, please reach out to support. Ongoing Efforts: * Support teams are now equipped to remotely troubleshoot or initiate RMA when necessary. * Firmware and backend improvements are being prioritized to prevent recurrence. * We’re enhancing our communication workflows: expanding status page updates, community engagement, and adding in-app notifications. The next update will be tomorrow June 12th

2. identified Jun 12, 2025, 06:11 PM UTC

   Update - June 12th We’ve identified the issue affecting some Hotspots, which may cause them to appear offline, stop passing data, or report missed heartbeats. A solution is being developed, and a firmware update is scheduled to roll out overnight (US time). We will continue to keep the community updated on the progress of this solution If your Hotspot is impacted, you can try a manual reboot. If that doesn’t resolve the issue, please reach out to support for further troubleshooting or RMA, depending on the severity. Current Status: * Firmware fix is currently being created * Support teams are now equipped to remotely troubleshoot or initiate RMA when necessary. * Continued monitoring of devices The next update will be posted on June 13th.

3. monitoring Jun 13, 2025, 03:52 PM UTC

   Update June 13th A new firmware version (2.12.1) has been successfully pushed to the fleet, and we are currently monitoring its impact on connectivity. Reminder: If your Hotspot is appearing offline, not passing data, or reporting missed heartbeats, please reach out to support for troubleshooting or an RMA as needed depending on severity. We are also actively monitoring feedback from deployers and checking device status through internal metrics. If the rollout continues to look stable over the weekend, we plan to mark this issue as resolved early next week. Current Status: * Firmware 2.12.1 deployed and in monitoring phase * Key metrics being tracked to confirm improvement * Continued support available for any units still offline The next update will be provided on June 16th.

4. monitoring Jun 16, 2025, 08:26 PM UTC

   Update June 16th Out of an abundance of caution, the team will continue monitoring the impact of the 2.12.1 firmware update throughout this week. If your unit is still appearing offline, not passing data, or reporting missed heartbeats, please reach out to support for troubleshooting or an RMA as needed. We are also continuing to monitor feedback from deployers and internal metrics to ensure full recovery across the fleet. Coming Soon: A self-serve resolution tool is in development and testing to help affected users resolve issues quickly without needing to contact support. Current Status: * Firmware 2.12.1 deployed and under active monitoring * Key metrics and community feedback continue to be reviewed * Support available for any remaining offline units The next update will be provided on June 20th, or sooner if needed.

5. resolved Jun 20, 2025, 07:10 PM UTC

   Update – June 20th The hotspot connectivity issue has been resolved following the successful rollout of firmware 2.12.1. Metrics and feedback indicate stable performance, though we’ll continue to monitor to ensure reliability. If your unit is still offline or having issues, please contact support for troubleshooting or RMA. Current Status: • Firmware 2.12.1 deployed and stable • Continued monitoring • Support available for affected units • Self-serve tool is available after pre-qualification with support