Particle Outage History

Started Apr 14, 2025, 10:01 PM UTC· resolved Apr 15, 2025, 02:09 AM UTC

1. investigating Apr 14, 2025, 10:01 PM UTC

   Particle is investigating an outage related to EtherSIM devices. Devices appear unable to reconnect if sessions are lost.

2. investigating Apr 14, 2025, 10:39 PM UTC

   Particle has identified a small dropoff in EtherSIM events. We've escalated to our partners, who are actively engaged in this issue. Only a small subset of EtherSIM devices are impacted at this time, mostly impacted at the point of reconnection.

3. investigating Apr 14, 2025, 11:11 PM UTC

   We've been able to assess the impact of this outage as fairly minor, scoped primarily to Canada, with a few outliers in Australia and some parts of Europe. We currently do not see any impact in the US. While we kicked off our escalation with the highest priority -- the present downgrade of status accurately reflects impact. We'll continue to post updates here regularly; we have been assured that work is in progress to restore service.

4. investigating Apr 15, 2025, 12:37 AM UTC

   We've received word that this incident is resolved, and our metrics bear out a strong recovery over the last 20 minutes. To recap: a small number of EtherSIM devices, especially devices already struggling with connectivity, suffered from intermittent connections beginning at 2PM PDT. Devices in Canada, Australia, and parts of Europe were most impacted (in that order). A small revision to an earlier note -- there was some impact in the US, but a small enough number of devices to not rise above our normal noise floor for connections and disconnections.

5. monitoring Apr 15, 2025, 12:38 AM UTC

   We've received word that this incident is resolved, and our metrics bear out a strong recovery over the last 20 minutes. To recap: a small number of EtherSIM devices, especially devices already struggling with connectivity, suffered from intermittent connections beginning at 2PM PDT. Devices in Canada, Australia, and parts of Europe were most impacted (in that order). A small revision to an earlier note -- there was some impact in the US, but a small enough number of devices to not rise above our normal noise floor for connections and disconnections.

6. resolved Apr 15, 2025, 02:09 AM UTC

   All signs point to full resolution. This incident was orders of magnitude smaller and unrelated in scope to previous EtherSIM outages. An upstream provider experienced a data center failure and our EtherSIM partner quickly and successfully redirected traffic, significantly reducing impact.

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Started Apr 08, 2025, 08:54 PM UTC· resolved Apr 09, 2025, 12:06 AM UTC

1. investigating Apr 08, 2025, 08:54 PM UTC

   Particle has identified an outage affecting mainly WiFi devices in Phoenix, AZ, US, caused by a local internet provider. WiFi devices will be unable to connect until the issues are resolved by the ISP. Particle continues to operate normally.

2. identified Apr 08, 2025, 08:57 PM UTC

   The outage appears to be related to the ISP Cox Business. Particle will continue monitoring the fleet

3. resolved Apr 09, 2025, 12:06 AM UTC

   This incident has been resolved.

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Started Apr 07, 2025, 09:24 PM UTC· resolved Apr 08, 2025, 10:01 AM UTC

1. investigating Apr 07, 2025, 09:24 PM UTC

   Particle is investigating a minor degradation in connectivity in Europe. Only a very small subset of these devices appears to be impacted, mainly in the Netherlands.

2. monitoring Apr 08, 2025, 03:15 AM UTC

   Most of the affected devices are back online, we continue monitoring the recovery.

3. monitoring Apr 08, 2025, 10:01 AM UTC

   Devices have reconnected and the issue appears resolved.

4. resolved Apr 08, 2025, 10:01 AM UTC

   This incident has been resolved.

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Started Mar 30, 2025, 11:58 PM UTC· resolved Mar 31, 2025, 10:04 AM UTC

1. investigating Mar 30, 2025, 11:58 PM UTC

   Particle is investigating a drop in EtherSIM device connectivity. More details to follow.

2. investigating Mar 31, 2025, 12:27 AM UTC

   Particle is closely monitoring a major network outage impacting EtherSIM devices and are treating this incident with the highest priority. Please stand by for updates.

3. identified Mar 31, 2025, 12:39 AM UTC

   Particle has identified the issue as a network provider issue and escalated with maximum veracity. We are starting to see some signs of recovery, but this is a preliminary judgment.

4. identified Mar 31, 2025, 12:50 AM UTC

   We are monitoring a moderately paced but active recovery.

5. identified Mar 31, 2025, 01:57 AM UTC

   The recovery process has slowed, but our network partners assure us that all resources are being directed to accelerating the recovery process. We are continuing to escalate.

6. identified Mar 31, 2025, 03:01 AM UTC

   We are continuing to monitor the recovery process, which continues to be very slow. About 35% of impacted devices have recovered.

7. identified Mar 31, 2025, 07:13 AM UTC

   The vast majority of devices recovered around 10:00PM PDT, and we've seen two hours since of stable behavior. However, a small subset of impacted EtherSIM devices continue to struggle to connect.

8. resolved Mar 31, 2025, 10:04 AM UTC

   Device connectivity has resolved.

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Started Feb 11, 2025, 10:47 PM UTC· resolved Feb 12, 2025, 06:18 AM UTC

1. investigating Feb 11, 2025, 10:47 PM UTC

   Particle is investigating a minor degradation in connectivity associated with EtherSIM.

2. identified Feb 11, 2025, 11:15 PM UTC

   Number of devices affected increased. Our partners are engaged in pursuing a fix. We will post an update ASAP. Only EtherSIM devices are impacted.

3. investigating Feb 11, 2025, 11:16 PM UTC

   Particle has observed and escalated an issue affecting EtherSIM devices both in NorAm and internationally. Our connectivity partner is actively engaged. We will produce additional updates here as soon as we have more information to provide.

4. identified Feb 11, 2025, 11:40 PM UTC

   The issue has been identified and resolution work is ongoing.

5. identified Feb 12, 2025, 12:06 AM UTC

   Particle is tracking initial signs of recovery for impacted EtherSIM devices.

6. identified Feb 12, 2025, 12:39 AM UTC

   Our partner is actively working to restore service; Particle is tracking a slow but continuous recovery of impacted devices.

7. identified Feb 12, 2025, 01:34 AM UTC

   Improvement continues; we are reaching about a 50% resumption in EtherSIM traffic and devices reported. Our partner is actively working to restore service.

8. identified Feb 12, 2025, 02:40 AM UTC

   Improvement continues; we are reaching about a 65% resumption in EtherSIM traffic and devices reported. Our partner is continuously working to restore service.

9. monitoring Feb 12, 2025, 03:05 AM UTC

   We have achieved 75% resumption in EtherSIM traffic and devices reported. Our provider is continuously working to restore service.

10. monitoring Feb 12, 2025, 03:41 AM UTC

    We are approaching full resolution. We will continue monitoring the situation over the next few hours.

11. resolved Feb 12, 2025, 06:18 AM UTC

    This incident has been resolved.

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Started Jan 30, 2025, 04:05 PM UTC· resolved Jan 30, 2025, 06:23 PM UTC

1. investigating Jan 30, 2025, 04:05 PM UTC

   Particle is investigating a minor degradation in connectivity associated with EtherSIM devices in Europe. Only a very small subset of these devices appear to be impacted.

2. resolved Jan 30, 2025, 06:23 PM UTC

   This incident has been resolved.

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Started Jan 22, 2025, 02:27 PM UTC· resolved Jan 27, 2025, 04:44 PM UTC

1. identified Jan 22, 2025, 02:27 PM UTC

   Particle is observing a slowdown on SIM activation / deactivation routines impacting SIMs with the 89014 AT&T ICCID prefix. Only a subset of SIMs are impacted. The issue has been escalated to the provider who is working to institute a fix.

2. identified Jan 22, 2025, 10:14 PM UTC

   This delay is still ongoing. Activation and deactivation requests are going through, but over the course of several minutes and in some cases hours. We are escalating to the provider in question for a faster return on this fix.

3. identified Jan 22, 2025, 10:22 PM UTC

   Upon further escalation, we're downgrading the severity of the issue -- SIM activations/deactivations *are* going through, but their status is being inaccurately reflected at several levels upstream. We will leave this status page up overnight simply to point users to the most accurate state of the situation.

4. resolved Jan 27, 2025, 04:44 PM UTC

   Particle has identified a return to normal time-windows for SIM activation and deactivation requests for SIMs with the 89014 AT&T ICCID prefix.

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Started Jan 16, 2025, 11:20 PM UTC· resolved Jan 17, 2025, 02:15 PM UTC

1. monitoring Jan 16, 2025, 11:20 PM UTC

   We are downgrading our previous incident report back to monitoring, as we are observing a small subset of sleepy EtherSIM devices have not fully recovered. Work is ongoing to re-validate the resolution of this issue.

2. monitoring Jan 17, 2025, 12:36 AM UTC

   All signs point to a continued long tail recovery on this subset of sleepy EtherSIM devices struggling to complete their reconnect cycle.

3. resolved Jan 17, 2025, 02:15 PM UTC

   This incident has been resolved.

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Started Jan 16, 2025, 03:03 PM UTC· resolved Jan 16, 2025, 10:51 PM UTC

1. investigating Jan 16, 2025, 03:03 PM UTC

   Particle is investigating reports of a rolling connectivity outage; update on status is incoming.

2. investigating Jan 16, 2025, 03:19 PM UTC

   Particle has identified an increase in handshake failures, impacting devices that are attempting to reconnect. We are actively investigating with the highest priority and escalating to our cellular partners.

3. identified Jan 16, 2025, 03:33 PM UTC

   The issue has been identified as a network infrastructure issue. Our partners are enaged in pursuing a fix. We will post an update ASAP. Only a subset of EtherSIM devices are impacted, specifically those with short reconnection timelines.

4. identified Jan 16, 2025, 04:42 PM UTC

   Work is ongoing to rectify this issue, which we have escalated with the highest priority. We will continue to provide updates with regularity.

5. identified Jan 16, 2025, 06:38 PM UTC

   Work continues to rectify this issue, no affirmative ETA as of yet. To reiterate, this issue affects EtherSIM devices primarily in the US, specifically during the reconnect process.

6. identified Jan 16, 2025, 07:32 PM UTC

   Particle is beginning to observe a steady drop in failed reconnect attempts, pointing to progress being made with respect to resolution.

7. identified Jan 16, 2025, 07:48 PM UTC

   Particle is continuing to observe an improvement in connectivity conditions. To reiterate, an issue experience by one of our network providers has caused an interruption in EtherSIM traffic, specifically interrupting a device's ability to reconnect to the Cloud. We will continue to post live updates as the situation improves.

8. identified Jan 16, 2025, 08:50 PM UTC

   Improvement is still ongoing, we've seen a 60% reduction in problematic connections with the impacted network provider over the past 90 minutes and we are seeing data throughput volumes converge to normal levels. The incident remains, nonetheless, at our highest stage of escalation. We will provide another update as progress continues.

9. monitoring Jan 16, 2025, 09:55 PM UTC

   Particle has observed a significant reduction in the reconnection issue affecting EtherSIM devices. We have received word from our impacted partner that their resolution work is finishing in a satisfactory manner. We will keep a very close eye on the stability of the system for the next 60 minutes before making any further assessments.

10. resolved Jan 16, 2025, 10:51 PM UTC

    Particle has assessed a complete and sustained return of traffic to normal levels. We will continue to monitor the recovery closely, but at this moment will mark the incident resolved. We will append an RCA to this incident notification at the moment we receive it from the impacted provider.

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Started Jan 02, 2025, 03:50 PM UTC· resolved Jan 02, 2025, 07:36 PM UTC

1. identified Jan 02, 2025, 03:50 PM UTC

   Particle has observed and received confirmation that there's an active service degradation, primarily affecting a subset of 2G/3G devices connecting via EtherSIM in Canada. The issue has been escalated to the provider in question.

2. identified Jan 02, 2025, 04:58 PM UTC

   The scope of this incident has been increased to include all 2G/3G devices using EtherSIM, though the geographic spread is somewhat uneven to North America. We have received confirmation that work to resolve service is ongoing.

3. monitoring Jan 02, 2025, 05:54 PM UTC

   We're seeing resolution of the underlying issue deep in the network stack affecting 2G/3G on EtherSIM. Geographic distribution was largely isolated to Canada, but we did see some minor impact elsewhere. We will close this incident once we receive confirmation that the issue is resolved.

4. resolved Jan 02, 2025, 07:36 PM UTC

   This incident has been resolved.

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Started Dec 23, 2024, 02:31 PM UTC· resolved Dec 23, 2024, 07:43 PM UTC

1. investigating Dec 23, 2024, 02:31 PM UTC

   Particle is reporting a cellular outage on O2 in Great Britain. Devices without available network redundancy may struggle to connect. We have escalated the issue to our carrier partners.

2. identified Dec 23, 2024, 03:42 PM UTC

   This issue has been confirmed as a provider-side service degradation. There have been a few spurts of recovery but the issue is not resolved. Active work is under way on the provider side to restore service.

3. monitoring Dec 23, 2024, 05:57 PM UTC

   We've seen full recovery of impacted devices; we will keep this page in monitoring until we confirm full resolution with our partners.

4. resolved Dec 23, 2024, 07:43 PM UTC

   This incident has been resolved.

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Started Dec 11, 2024, 06:27 AM UTC· resolved Dec 11, 2024, 09:13 AM UTC

1. investigating Dec 11, 2024, 06:27 AM UTC

   Particle is investigating a cellular outage affecting devices in North America. More details to follow.

2. identified Dec 11, 2024, 06:40 AM UTC

   Particle has identified that devices connecting via AT&T in the US or it's roaming partners in Canada are affected. Devices with an alternative carrier have reconnected.

3. monitoring Dec 11, 2024, 07:10 AM UTC

   Device connectivity has recovered and Particle will continue to monitor performance.

4. monitoring Dec 11, 2024, 07:44 AM UTC

   Device connectivity has worsened after a brief recovery. Device connecting to AT&T in the US and their roaming partners in Canada are affected.

5. resolved Dec 11, 2024, 09:13 AM UTC

   Device connectivity has recovered.

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Started Nov 26, 2024, 12:01 AM UTC· resolved Nov 26, 2024, 07:34 AM UTC

1. investigating Nov 26, 2024, 12:01 AM UTC

   We are currently experiencing partial service degradation and investigating the issue to determine the root cause. Main affected carriers are Rogers, AT&T, and T-Mobile in North America. We are working with the network provider.

2. identified Nov 26, 2024, 01:06 AM UTC

   Affected SKUs are: -Electron 2G (G350) -Electron 3G (U260/ U270) -E Series 2G/3G (E310) The provider is currently investigating the incident.

3. identified Nov 26, 2024, 01:28 AM UTC

   Particle team identified small numbers of devices drop offline in other countries, some of these countries are: US, CA, GB, NL, DE, NZ, FR, PL, BE, NO, AU, BR, CH, JP

4. monitoring Nov 26, 2024, 05:06 AM UTC

   A fix was implemented and the fleet is recovering. We are monitoring the results.

5. resolved Nov 26, 2024, 07:34 AM UTC

   Connectivity has recovered and devices remain stable.

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Started Nov 21, 2024, 12:12 AM UTC· resolved Nov 21, 2024, 04:17 PM UTC

1. investigating Nov 21, 2024, 12:12 AM UTC

   The Particle team is investigating a decrease in online cellular devices. This affect to only devices deployed in US, in specific to the SKU E310

2. investigating Nov 21, 2024, 12:12 AM UTC

   We are continuing to investigate this issue.

3. identified Nov 21, 2024, 02:22 AM UTC

   The issue was identified, the cellular partner is working to solve this.

4. identified Nov 21, 2024, 10:27 AM UTC

   Work by our cellular partners is ongoing to restore connectivity. Some devices have shown recovery.

5. monitoring Nov 21, 2024, 02:17 PM UTC

   Particle has observed full recovery and our partners confirmed that the remediation work has been finalised. The team will continue to monitor the situation.

6. resolved Nov 21, 2024, 04:17 PM UTC

   This incident has been resolved.

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Started Oct 30, 2024, 08:37 AM UTC· resolved Oct 30, 2024, 11:46 AM UTC

1. investigating Oct 30, 2024, 08:37 AM UTC

   The Particle team is investigating a decrease in online cellular devices. The platform remains stable.

2. identified Oct 30, 2024, 09:19 AM UTC

   The issue has been isolated to a specific cellular provider. Early signs of recovery has been observed.

3. monitoring Oct 30, 2024, 09:27 AM UTC

   Devices are recovering and should resume operating normally.

4. resolved Oct 30, 2024, 11:46 AM UTC

   The connectivity issues have resolved and online counts remain stable.

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Started Oct 28, 2024, 02:54 PM UTC· resolved Oct 28, 2024, 04:54 PM UTC

1. investigating Oct 28, 2024, 02:54 PM UTC

   Particle has identified an issue where new fleet configurations may not save. Our Engineering team is actively engaged; we will post an update shortly.

2. investigating Oct 28, 2024, 04:30 PM UTC

   Engineering work on this issue is ongoing, we will provide an update as soon as one is available. At present, it does not appear to be a widespread issue with fleet configurations and rather specific to a subset of our customers.

3. resolved Oct 28, 2024, 04:54 PM UTC

   This behavior been identified as a non-system issue involving some non-standard applications of Tracker Edge v17-18. We are contacting customers directly who may have stumbled upon this behavior.

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