Snap One Outage History

Started May 20, 2025, 01:04 PM UTC· resolved May 21, 2025, 01:58 AM UTC

1. identified May 20, 2025, 01:04 PM UTC

   OvrC is in an extended maintenance window and users may experience some degradation during this period. We are working diligently to complete this process and return OvrC to full operation. We will update once this is completed. Thanks, Your Snap One Engineering team

2. identified May 20, 2025, 04:27 PM UTC

   We are continuing to work on a fix for this issue.

3. identified May 20, 2025, 10:32 PM UTC

   While most services have been restored, we will revert some of our previous changes at 6:00 p.m. Pacific Time tonight to ensure the continued performance and reliability of our platform. We will update the status as we progress. Thanks, Your Snap One Engineering team

4. identified May 20, 2025, 10:41 PM UTC

   We are continuing to work on a fix for this issue.

5. monitoring May 20, 2025, 10:52 PM UTC

   The maintenance in OvrC was completed shortly before 5pm ET. Since then, performance has stabilized, but we will continue to monitor the situation closely. We have a final round of maintenance planned for 9pm ET which will further stabilize affected services. During that time, you may experience slight impacts to performance as systems fully ramp up. More details to follow. Thanks, Your Snap One Engineering team

6. resolved May 21, 2025, 01:58 AM UTC

   As of 10pm ET, our follow-up maintenance was completed. We will dive deeper into root causes of the performance issues from the earlier maintenance window and provide you with details on how we will improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Apr 23, 2025, 10:53 PM UTC· resolved Apr 24, 2025, 02:27 AM UTC

1. identified Apr 23, 2025, 10:53 PM UTC

   We are currently experiencing an issue with our third-party service provider responsible for OvrC email delivery. You may notice intermittent deliveries while they continue to work to resolve the issue. We will continue to monitor the situation, more details will follow. Thanks, Your Snap One Engineering team

2. monitoring Apr 24, 2025, 01:30 AM UTC

   Update - Our third-party provider has provided the following update: "We have mitigated the issues affecting email sending and have also re-enabled our Bounce Suppressions list. Email traffic is now working 100% with all checks." Emails should be flowing normally. We will continue to monitor the situation until the vendor closes the incident. More details to follow. Thanks, Your Snap One Engineering team

3. resolved Apr 24, 2025, 02:27 AM UTC

   As of 10:20 PM ET, we consider the issue resolved. We will investigate the problem with our partner that led to this issue and continue to work to improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Apr 15, 2025, 09:30 AM UTC· resolved Apr 15, 2025, 01:29 PM UTC

1. identified Apr 15, 2025, 09:30 AM UTC

   We are aware of the impacts on Control4 update service and are actively engaged in determining the cause. More details will follow. Thanks, Your Snap One Engineering team

2. monitoring Apr 15, 2025, 10:19 AM UTC

   The update service has stabilized and has returned to normal, you may experience slight impacts to performance as systems fully ramp up and stabilize. More details to follow. Thanks, Your Snap One Engineering team

3. resolved Apr 15, 2025, 01:29 PM UTC

   As of 6:15 a.m. EDT, the situation was fully resolved. We will continue to investigate the root causes and focus on improving our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Apr 08, 2025, 07:26 PM UTC· resolved Apr 16, 2025, 03:42 PM UTC

1. investigating Apr 08, 2025, 07:26 PM UTC

   We are actively investigating the root cause of an issue affecting some users who are not receiving push notifications on iOS devices when using Luma View Mobile APP. In the meantime, we do have a workaround available. If you or your customers encounter this issue, please contact our technical support team for assistance and instructions on how to resolve it. Thank you for your patience and sorry for the inconvenience, Your Snap One Engineering team

2. identified Apr 11, 2025, 09:58 PM UTC

   After further investigation, we’ve identified that this issue was caused by an abnormal token being loaded in the iOS app during a server update. This only impacts users who closed the app in the background between March 31st at 5:51 AM and April 3rd at 12:30 AM (Eastern Time). “Closing the app in the background” includes: * Restarting the iOS device * Performing an iOS update * Force closing the Luma View app via the swipe-up gesture * New installation of Luma View app Please note: If the app remained in deep sleep during that time, it will not be affected. We’re actively working on a new version of the app to fully address this issue. However, if you or your customers need an immediate fix, please reach out to our tech support. We apologize for the inconvenience and thank you for your patience and understanding.

3. resolved Apr 16, 2025, 03:42 PM UTC

   As of April 3rd at 12:30 AM (Eastern Time), the root issue was resolved. No further users will be impacted. If you're experiencing residual effects of the issue, please reach out to Tech Support for resolution. Additionally, we’re actively working on a new version of the app to fully address this issue for impacted users. We will dive deeper into root causes and provide you with details on how we will improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Mar 17, 2025, 10:10 PM UTC· resolved Mar 18, 2025, 01:22 AM UTC

1. investigating Mar 17, 2025, 10:10 PM UTC

   We are aware that some customers are having difficulty logging into snapav.com. However, those who are already logged in can use the website without issues. Our team is currently investigating this problem and will provide updates as more information becomes available.

2. resolved Mar 18, 2025, 01:22 AM UTC

   We have resolved the log in incident and are continuing to monitor snapav.com performance. We apologize for any inconvenience this may have caused you.

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Started Mar 05, 2025, 03:53 PM UTC· resolved Mar 05, 2025, 04:58 PM UTC

1. investigating Mar 05, 2025, 03:53 PM UTC

   We are aware that some customers are experiencing slowness or unresponsiveness on snapav.com. Our team is actively investigating the issue and will provide updates with more details as they become available.

2. resolved Mar 05, 2025, 04:58 PM UTC

   We have resolved the incident and are continuing to monitor snapav.com performance. We apologize for any inconvenience this may have caused you.

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Started Feb 06, 2025, 10:26 PM UTC· resolved Feb 07, 2025, 03:18 AM UTC

1. investigating Feb 06, 2025, 10:26 PM UTC

   We are currently experiencing an issue with Intercom Anywhere, resulting in degraded performance for some users. We are aware of the situation and are actively investigating to resolve it as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience and understanding. Thank you for your cooperation.

2. resolved Feb 07, 2025, 03:18 AM UTC

   As of 9:36 p.m. ET, the situation was fully resolved. We will investigate the root causes further and use the data to continue to improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Dec 18, 2024, 03:51 PM UTC· resolved Dec 18, 2024, 04:00 PM UTC

1. identified Dec 18, 2024, 03:51 PM UTC

   We are aware of the impacts to Control4 systems and are actively engaged in determining the cause. More details will follow. Thanks, Your Snap One Engineering team

2. resolved Dec 18, 2024, 04:08 PM UTC

   As of 11:00 EST the situation was fully resolved. We will dive deeper into root causes and provide you with details on how we will improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Dec 13, 2024, 02:08 AM UTC· resolved Dec 13, 2024, 04:14 AM UTC

1. investigating Dec 13, 2024, 02:08 AM UTC

   We have identified an issue with some OvrC logins; we are aware of and actively investigating solutions and their impact. More details to follow. Thanks, Your Snap One Engineering team

2. identified Dec 13, 2024, 02:46 AM UTC

   We are aware of the impacts on some OvrC logins and have identified an issue with a third-party provider. We are working with them to resolve it. More details will follow. Thanks, Your Snap One Engineering team

3. monitoring Dec 13, 2024, 03:31 AM UTC

   The fix has been applied by our 3rd party provider and OvrC login is returning to normal. You may experience slight impacts to performance as systems fully ramp up and stabilize. More details to follow. Thanks, Your Snap One Engineering team

4. resolved Dec 13, 2024, 04:14 AM UTC

   As of 11:10PM ET the situation is fully resolved. We will investigate the root cause and determine how to continue to improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Dec 11, 2024, 10:44 AM UTC· resolved Dec 11, 2024, 11:43 AM UTC

1. identified Dec 11, 2024, 10:44 AM UTC

   We are aware of the impacts on Control 4 services and are actively engaged in determining the cause. More details will follow. Thanks, Your Snap One Engineering team

2. monitoring Dec 11, 2024, 10:57 AM UTC

   A fix has been applied and these services are currently recovering and trending to nominal. You may experience slight impacts to performance as systems fully ramp up and stabilize. More details to follow. Thanks, Your Snap One Engineering team

3. resolved Dec 11, 2024, 11:43 AM UTC

   As of 06:42 AM ET the situation is fully resolved. We will investigate the root cause and determine how to continue to improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Dec 04, 2024, 07:53 PM UTC· resolved Dec 04, 2024, 08:49 PM UTC

1. monitoring Dec 04, 2024, 07:53 PM UTC

   Intercom Anywhere, Access Anywhere, and related functionality experienced a performance degradation issue. These services are currently recovering and trending to nominal. You may experience slight impacts to performance as systems fully ramp up and stabilize. More details to follow. Thanks, Your Snap One Engineering team

2. resolved Dec 04, 2024, 08:49 PM UTC

   As of 3:45pm ET the situation was fully resolved. We will dive deeper into root causes and provide you with details on how we will improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Nov 20, 2024, 02:30 AM UTC· resolved Nov 20, 2024, 03:58 AM UTC

1. identified Nov 20, 2024, 02:30 AM UTC

   We are aware of the impacts on OvrC services that began around 844 PM ET and are actively engaged in determining the cause. More details will follow. Thanks, Your Snap One Engineering team

2. monitoring Nov 20, 2024, 03:14 AM UTC

   We experienced an outage with OvrC starting at 8:44 pm EDT. we temporarily paused some functionality of OvrC. Impacted functionality: Notifications - We paused Disconnect and Connect notifications from being sent Controller registration - New controller registrations were temporarily disabled Customer handoff - Handing off a Control4 or Luma system was temporarily disabled The fix has been applied, and we will continue to monitor it. OvrC is returning to normal. You may experience slight impacts on performance as systems fully ramp up and stabilize.

3. resolved Nov 20, 2024, 03:58 AM UTC

   As of 10:55 PM ET the situation is fully resolved. We will investigate the root cause and determine how to continue to improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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Started Nov 12, 2024, 04:00 PM UTC· resolved Nov 12, 2024, 04:00 PM UTC

1. resolved Nov 12, 2024, 05:02 PM UTC

   Starting around 11:09am and ending around 11:37am ET, there were issues with My Dot, the Customer portal, and the C4 mobile app. This would have caused degraded performance and/or an inability to login and access the websites/app. As of 11:37am ET, these issues were fully resolved. We will dive deeper into root causes and provide you with details on how we will improve our services. Thank you for your patience and understanding. Your Snap One Engineering team

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