Apparent cloud issues with device disconnects

Customer reported connectivity issues. I’ve then seen what clearly look like reconnects.

{"data":"offline","ttl":60,"published_at":"2020-08-02T23:42:28.353Z","coreid":"3c00320014504b5350313220","name":"spark/status"}

... time passes, no intervention physically by customer ....

{"data":"online","ttl":60,"published_at":"2020-08-02T23:48:20.197Z","coreid":"3c00320014504b5350313220","name":"spark/status"}
{"data":"true","ttl":60,"published_at":"2020-08-02T23:48:20.487Z","coreid":"3c00320014504b5350313220","name":"particle/device/updates/enabled"}
{"data":"false","ttl":60,"published_at":"2020-08-02T23:48:20.488Z","coreid":"3c00320014504b5350313220","name":"particle/device/updates/forced"}
{"data":"false","ttl":60,"published_at":"2020-08-02T23:48:21.991Z","coreid":"3c00320014504b5350313220","name":"particle/device/updates/pending"}
{"data":"{\"device\":{\"network\":{\"signal\":{\"at\":\"Wi-Fi\",\"strength\":100,\"strength_units\":\"%\",\"strengthv\":-44,\"strengthv_units\":\"dBm\",\"strengthv_type\":\"RSSI\",\"quality\":100,\"quality_units\":\"%\",\"qualityv\":48,\"qualityv_units\":\"dB\",\"qualityv_type\":\"SNR\"},\"connection\":{\"status\":\"connected\",\"error\":4,\"disconnects\":4,\"attempts\":5,\"disconnect_reason\":\"reset\"}},\"cloud\":{\"connection\":{\"status\":\"connected\",\"error\":0,\"attempts\":2,\"disconnects\":5,\"disconnect_reason\":\"error\"},\"coap\":{\"transmit\":0,\"retransmit\":0,\"unack\":0,\"round_trip\":0},\"publish\":{\"rate_limited\":0}},\"system\":{\"uptime\":3268,\"memory\":{\"used\":50864,\"total\":82944}}},\"service\":{\"device\":{\"status\":\"ok\"},\"cloud\":{\"uptime\":2,\"publish\":{\"sent\":1}},\"coap\":{\"round_trip\":174}}}","ttl":60,"published_at":"2020-08-02T23:48:22.358Z","coreid":"3c00320014504b5350313220","name":"spark/device/diagnostics/update"}
{"data":"{\"f1\":32.00, ... [one of our standard data packets sent every 15 seconds]

So, disconnects. Randomly connects again 6 minutes later. You’ll note it doesn’t do the full setup publishing, and doesn’t post our initial startup publish statements either.

The key part of the reconnection packet that caught my eye was:

\"cloud\":{\"connection\":{\"status\":\"connected\",\"error\":0,\"attempts\":2,\"disconnects\":5,\"disconnect_reason\":\"error\"

So status.particle has the vague status of ‘operational’, but due to past accuracy I don’t trust that. Is there a cloud issue we should be aware of?

Hi Mark,

An initial investigation from my cloud team suggests there were no reported cloud outage incidents during this time nor any metrics suggesting a significant number of devices went offline unexpectedly.

I see you have submitted a ticket on this as well. I have followed up in more detail there on this matter to dig into your specific devices.

Cheers!

To be clear though, it doesn’t make much difference to the customer whether or not the team observed a significant number of devices going offline. What makes a difference is they went offline.

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