Smart lock incident
tedee lock remote control affected by Microsoft Azure issue
Smart lock experienced a major incident on January 25, 2023 affecting Remote Control Service, lasting 18h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 25, 2023, 05:12 PM UTC
Currently, some users may experience problems with the remote control because of Microsoft issues. We are now investigating it and doing our best to eliminate it as soon as possible. You can open the lock locally over Bluetooth or remotely in HomeKit. Affected features 1. Remote lock control (locking/unlocking/lock status) - 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 - 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 Jan 25, 2023, 08:08 PM UTC
WORK IN PROGRESS We are currently working to fix the problem as soon as possible. Thank you for your patience and understanding.
- identified Jan 25, 2023, 08:17 PM UTC
The issue has been identified and a fix is being implemented.
- identified Jan 25, 2023, 08:19 PM UTC
PROBLEM IDENTIFIED, WORK IN PROGRESS The problem has already been identified. We are currently working to fix it as soon as possible. For now, please follow the steps below to ensure a temporary workaround: 1. Remote lock control (locking/unlocking/lock status) - 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 - POSSIBLE WORKAROUND: Patiently wait until the login screen loads. To minimize the effect of the issue, please do not log out from the mobile app. Thank you for your patience and understanding. We will keep you informed.
- resolved Jan 26, 2023, 11:14 AM UTC
RESOLVED, TEDEE IS FULLY OPERATIONAL We are happy to inform you that the tedee smart locks and all features are fully operational. We will analyze the issue internally and improve our system to prevent or minimize future recurrence.