0
Fixed

RESOLVED [2018/02/14 0545h-0720h PST]: ActionTiles Full Outage

Terry (ActionTiles) (Co-Founder) 1 year ago in Announcements / Outages • updated 1 year ago 2

One of the key components of the ActionTiles cloud (outsourced to Google Cloud Services) had a major outage on Wed Feb 14th, approx 5:45am to 7:20am PST.


  • This resulted in the app not loading at all, black screens, empty Panels, and/or Panels not functioning properly.
  • We may also post updates on https://status.ActionTiles.com and Twitter.


Please pardon the late problem report. We spent the morning making sure everything was running normally and researching the issue with the cloud provider vendor.


We apologize for the temporary inconvenience, 

...Terry & Alex.


PS: Please be assured that outages of this type have been extremely rare and short. Roughly only 4 times in 11 months; including issues caused by SmartThings platform full or partial outages. SmartThings is generally super helpful in staying in constant communication with us and ensuring complete resolution.

Answer

Answer
Fixed

Thanks for the feedback, Canuck123!


Outages are so rare, we haven't put in a lot of effort to figure out the best way to handle notifications and so on. It takes time to confirm that there is an outage and then decide if the system will be down long enough for a notification to be required. An email blast takes a long time to process.


If you suspect an outage, please first visit our official status page frequently: https://status.ActionTiles.com 


BTW: This Forum system allows you to configure your own email notifications, including filtering specifically on the Outages Category (or the parent "Announcements" to get Release Notes too). With your notification preferences configured, whenever we create a new outage Topic, live or post-resolution, you will receive an email and can choose to "Follow" the Topic for further updates. Configuring notifications is a little tricky, so we'll write up a help KB page soon. If you want to explore the configuration options on your own, click "✉️ Notifications" on the menu that appears when tapping your profile avatar in the upper right corner of this page.


Big apologies for this Wednesday morning's service interruption; and thanks for helping us figure out how to update you when these rare glitches occur.


...Terry.

Hi folks, thanks for the update.  If I could make a suggestion, when there is an outage (planned or unplanned) it would be helpful to send an email blast to your customer base letting them know that AT is down...I was up at 5am to let the dog out and I couldn't use my panel to turn on the lights, which wouldn't have been a problem had I known there was a server side issue.  Instead I spent time trying to troubleshoot what I thought was an issue on my end, when I could have been sleeping instead.  Otherwise, great product.

Answer
Fixed

Thanks for the feedback, Canuck123!


Outages are so rare, we haven't put in a lot of effort to figure out the best way to handle notifications and so on. It takes time to confirm that there is an outage and then decide if the system will be down long enough for a notification to be required. An email blast takes a long time to process.


If you suspect an outage, please first visit our official status page frequently: https://status.ActionTiles.com 


BTW: This Forum system allows you to configure your own email notifications, including filtering specifically on the Outages Category (or the parent "Announcements" to get Release Notes too). With your notification preferences configured, whenever we create a new outage Topic, live or post-resolution, you will receive an email and can choose to "Follow" the Topic for further updates. Configuring notifications is a little tricky, so we'll write up a help KB page soon. If you want to explore the configuration options on your own, click "✉️ Notifications" on the menu that appears when tapping your profile avatar in the upper right corner of this page.


Big apologies for this Wednesday morning's service interruption; and thanks for helping us figure out how to update you when these rare glitches occur.


...Terry.

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