My devices on NEO stopped communicating...

  • 2
  • Problem
  • Updated 2 years ago
  • Solved
At about 4:30pm PST today my active NEO connected devices stopped communicating.  My test unit shows that the Aeris gsm sim is not registering on the network.  (My TMO sim works fine).  What is up?
Photo of Keith

Keith

  • 5 Posts
  • 0 Reply Likes
  • frustrated

Posted 2 years ago

  • 2
Photo of User769299

User769299

  • 3 Posts
  • 0 Reply Likes
My stopped working too. I have 16 devices and they have all stopped communicating. And there's no way to call Aeris to get a status check on the network.
Photo of Stephen Blackburn

Stephen Blackburn, Official Rep

  • 47 Posts
  • 0 Reply Likes
Keith,

The Aeris network experienced a network service impairment today. Services have generally been restored but the engineers are in the process of clearing the backlog of messages. So devices that were not already registered on the network will have difficulty registering on the network until this back log is cleared. The current expectation is that this should be resolved in the next 30 minutes.

Best Regards,
Steve
Photo of User769299

User769299

  • 3 Posts
  • 0 Reply Likes
The system is still down. It's been over 15 hours. When is the system coming back online?
Photo of Stephen Blackburn

Stephen Blackburn, Official Rep

  • 47 Posts
  • 0 Reply Likes
Please check the announcement post for updates
https://community.aeris.com/aeris/topics/network-service-impairment

We are about 10 minutes from having service back for all devices.
Photo of Keith

Keith

  • 5 Posts
  • 0 Reply Likes
My devices have again stopped communicating, at of 5:00am PST (5 hours ago).
Photo of Jai Jaiprakash

Jai Jaiprakash

  • 14 Posts
  • 0 Reply Likes
We had one outage on Sunday and one outage on Monday. It was intermittent both times. Some devices responded better than others. 

What is the protocol to have failsafes and alerts when there is system wide issues like this?

If the issue is not system wide, how do we know if particular devices are affected. 

Elsewhere I have noted that there seems to be no correlation between what appears on the dashboard whether a "device is registered" to whether it is actually sending data. This has been observed by other users too. 

Responses from Aeris have been inadequate on both of these issues.

This conversation is no longer open for comments or replies.