Smart lock incident

Lock/Unlock operations fail over the bridge

Critical Resolved View vendor source →

Smart lock experienced a critical incident on November 10, 2023 affecting API and Remote Control Service, lasting 3d 1h. The incident has been resolved; the full update timeline is below.

Started
Nov 10, 2023, 08:10 AM UTC
Resolved
Nov 13, 2023, 09:10 AM UTC
Duration
3d 1h
Detected by Pingoru
Nov 10, 2023, 08:10 AM UTC

Affected components

APIRemote Control Service

Update timeline

  1. investigating Nov 10, 2023, 08:10 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. - Do not delete or reset the lock. We are checking the problem and will do our best to solve it soon. We apologize for any inconvenience caused.

  2. monitoring Nov 10, 2023, 05:04 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Nov 13, 2023, 09:10 AM UTC

    This incident has been resolved.