Smart lock incident

Lock/Unlock operations fail over the bridge

Critical Resolved View vendor source →

Smart lock experienced a critical incident on February 29, 2024 affecting API and Remote Control Service and 1 more component, lasting 6h 38m. The incident has been resolved; the full update timeline is below.

Started
Feb 29, 2024, 05:31 AM UTC
Resolved
Feb 29, 2024, 12:09 PM UTC
Duration
6h 38m
Detected by Pingoru
Feb 29, 2024, 05:31 AM UTC

Affected components

APIRemote Control ServiceWeb App (portal.tedee.com)

Update timeline

  1. investigating Feb 29, 2024, 05:31 AM UTC

    Currently, users may encounter issues with remote operations (via the bridge). While the lock will continue to lock/unlock as usual, users might receive an error stating 'lock is not responding' and observe an incorrect lock status in the app. WORKAROUND: (1) Use "Bluetooth only" for local locking, unlocking and checking the status: "Bluetooth only" mode has been automatically activated. While trying to perform remote operations navigate to the Main menu and check this option off. (2) Avoid logging out from the app. We are actively investigating the issue and are committed to resolving it promptly. We apologize for any inconvenience this may cause.

  2. investigating Feb 29, 2024, 05:39 AM UTC

    We are continuing to investigate this issue.

  3. monitoring Feb 29, 2024, 06:03 AM UTC

    All services are operational. We are monitoring the situation.

  4. resolved Feb 29, 2024, 12:09 PM UTC

    This incident has been resolved.