Smart lock incident
Lock/Unlock operations fail over the bridge
Smart lock experienced a critical incident on October 24, 2023 affecting API and Remote Control Service, lasting 5h 27m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 24, 2023, 06:30 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 Oct 24, 2023, 07:32 AM UTC
The issue with remote operations should now be solved. We are monitoring the situation.
- resolved Oct 24, 2023, 11:58 AM UTC
The issue is now solved.