Device Initialization Failure due to Esper Outage

Update timeline

1. identified Dec 15, 2025, 07:40 PM UTC

   We are aware of an issue currently blocking devices from being able to properly start up and load the Snackpass software. We've identified that the root cause is due to an outage at Esper, the device management software company that we partner with for our Snackpass devices. For now, if your device is not affect, please do NOT restart it. For affected devices, please let it continue to load. Once Esper resolves the outage on their end, the device should start properly with a reboot. We are actively in communication with them to reach an expedited solution soon. We truly apologize for the inconvenience and deeply appreciate your understanding. You can monitor Esper's own status page here on this issue: https://status.esper.cloud/?__hstc=221464647.52a245557e6d632383da07f474ba2666.1765827267787.1765827267787.1765827267787.1&__hssc=221464647.1.1765827267787&__hsfp=3131920187

2. identified Dec 15, 2025, 08:20 PM UTC

   Esper has communicated to us that they have identified a root cause for the issue and is actively implementing a fix. Thank you for your patience on this issue. We are actively monitoring on our end for any signs of recovery.

3. monitoring Dec 15, 2025, 08:36 PM UTC

   A fix has been implemented on Esper's end. We are starting to see recovery on our end. Please restart your devices, and reach out to our support team if you do not see your devices recover during the initialization process.

4. resolved Dec 15, 2025, 09:27 PM UTC

   We have confirmed full recovery across all devices on our end. This incident is now resolved. Please reach out to our support team if you are still experiencing any issues related to device initialization. We once again apologize for the inconvenience this has caused, and thank for your patience and understanding throughout the incident.