Is RetailNext down?

A small number of Aurora sensors went offline after a recent firmware update. We found the cause and stopped the update from reaching any more sensors. Many of the affected sensors have already reconnected, and our team is testing a fix for the rest. You don't need to do anything, and no hardware needs to be replaced. We'll post another update once the fix is rolled out.

We've confirmed the cause. The new firmware doesn't handle slow or unreachable DNS servers well, so some sensors lose their cloud connection instead of switching to a backup DNS server. To keep your data safe, please don't restart any sensor that shows as offline. Offline sensors keep collecting data, but restarting one before it reconnects can cause data loss. Our team is getting a firmware fix ready and working directly with affected customers to bring their sensors back online. If your sensors are affected, we may contact your IT team for a small network change. No hardware needs to be replaced. We'll post another update once the fix is rolled out.

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The permanent fix has passed our internal testing and is now going out to a first group of sensors. Once we've confirmed it's working well in the field, we'll expand it to all affected sensors. **What you need to do** * **Nothing for the fix itself.** It installs automatically on sensors that are online and connected. No site visit or hardware change is needed. * **Sensors still offline:** these won't receive the fix until they're back online. If you haven't already, apply one of the workarounds from our earlier update. * **If you already made the DNS change:** keep it in place for now. We'll let you know when it's safe to switch back. If you have questions or need help bringing a sensor back online, contact RetailNext Support. We'll post another update when the fix is rolling out to all sensors.

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We're currently investigating an issue causing some video sessions to be rejected. Our engineering team identified the cause and are scaling up capacity now to restore normal service. We'll share another update as soon as we have more information on resolution timing. We apologize for the disruption and appreciate your patience.

The issue affecting video session loading has been resolved. All services are back to normal operation. The team is in the process of conducting a full post mortem with actions to prevent this from happening in future. We apologize for the disruption and thank you for your patience.