Smart lock experienced a critical incident on August 15, 2023 affecting API and Amazon Alexa and 1 more component, lasting 3h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 15, 2023, 05:47 PM UTC
Currently, users may experience problems with the remote control. We are now investigating it and doing our best to eliminate it as soon as possible. You can operate the lock locally over Bluetooth or remotely in HomeKit. Affected features 1. Remote lock control (locking/unlocking) - POSSIBLE WORKAROUND: Switch to Bluetooth only mode. Go to App > lock Settings > Troubleshooting > Bluetooth only - and turn on this option. 2. Logging in to the mobile app/dekstop portal- POSSIBLE WORKAROUND: Patiently wait until login screen loads. In order to minimize the effect of the issue, please do not log out from the mobile app.
- investigating Aug 15, 2023, 07:05 PM UTC
We are continuing to investigate this issue.
- monitoring Aug 15, 2023, 07:26 PM UTC
Remote services should be operational again. We are monitoring the situation.
- resolved Aug 15, 2023, 09:08 PM UTC
The issue was solved. All services are operational now. We apologize for any inconvenience caused.