We have over 20 test devices running, all of them went down at the same time today. Around 3PM. Did something happen?!

Hey @wileecoyoti , Thanks for the update. While it was a popular theory up front, it’s not conclusive why the SIM toggling would work. It’s possible in our test cases that other behavior may have contributed to it getting out of its bad state. My apologies this did not resolve it for you. But thank…

Hi @kenmacd We have posted an update to this matter. You may find more information at the topic posted by Zach.

Hi @peergum We recognize that there is a spike in data usage as a result of this incident and we intend to make right on that. I highly recommend that you, and any other uses who had devices fall into this state to contact us on our support portal referencing this reply, along with a list of any d…

Hi @trpropst Recent investigations with our engineering team on a separate issue outside the scope of this one has discovered some undesired behavior in the R410M-02B cellular module that is found in both our E Series LTE and Boron LTE devices. We are currently working with our cellular module part…

Hi @bkhalterman Please see @zach ’s response and the referenced topic in his post for more information on this. We acknowledge the shortcomings that lead to this incident and are determined to approach resolutions to the issue on both the Device OS and cloud fronts.

We have determined that at this time, a full power cycle is the only resolution to the issue. However, the intent is that no external watchdog should be necessary to get out of this state in future device OS releases. We also have every intent to mitigate this particular issue from the cloud side as…

Hey @Mr.Roboto . Sorry about the miscommunication on this. The original incident that was investigated was in relations to webhooks, specifically. It was later understood that device sessions were impacted as well which opted for a second incident report to be opened and a prolonged investigation to…

[image] peergum: Based on what I read in other threads, the new handshake can happen in 7 days… I think Particle should offer a way to force a new handshake from the console … can’t wait 7 days for the devices to come back to life… client will be pissed. And they’re remote, so manual power cycle…

@mstanley , your response seems to indicate that this could affect all devices with the R410M-02B module. For those devices where the issue is seen, is there any recovery option? A replacement is in process now but I’d much rather understand and avoid this issue. Had this device been in the field it …

Over 20 Devices just went down

Troubleshooting

mstanley May 7, 2019, 5:25am 40

Hi @dkryder , please refer to Updates for the Status Incident of May 4th for more information. Feel free to post any questions you may have there.

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Over 20 Devices just went down

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