Smart lock incident
Lock/Unlock operations fail over the bridge
Smart lock experienced a critical incident on December 19, 2023 affecting API and Remote Control Service, lasting 2h 19m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 19, 2023, 11:33 AM UTC
Currently, users may experience issues with remote operations (over the bridge). The lock will lock/unlock as usual but users will receive an error "lock is not responding" and may see the wrong lock status in the app. WORKAROUND: - Switch to Bluetooth: In the lock settings, go to "Troubleshooting" and switch on the "Bluetooth only" option (after the chosen time, the option will turn off automatically). - Do not log out from the app. We are checking the problem and will do our best to solve it soon. We apologize for any inconvenience caused.
- monitoring Dec 19, 2023, 11:55 AM UTC
The issue should be solved. We are monitoring the situation.
- resolved Dec 19, 2023, 01:52 PM UTC
This incident has been resolved.