3 Electrons went Down - Can not Ping Electron but the Health Check shows all Green

Troubleshooting
1

Hey All,

I have multiple Electrons installed at various locations in Georgia. Recently, 3 electrons went offline at the same time around 4 pm on August 28. I tried to debug on Particle Console. I can not Ping those 3 devices, but they all show green in the health check. What can go wrong? Is it a Cellular issue? When the customer reset the electron, the LED is RED. When the electron is not connected to the Particle cloud, the firmware makes LED to RED.

2

Do you know which version of DeviceOS the Electrons are running?

Do you know which red pattern the RGB is blinking?

Could you describe your application a little?

Do you have any periods where the application could be causing the cellular connection to drop?

3

You may also need to clarify if the customer really sees red or does he maybe misinterpret magenta as red?

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