[10/25/2021] TK37x SIM Network Degradation

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Expand view Topic review: [10/25/2021] TK37x SIM Network Degradation

Re: [10/25/2021] TK37x SIM Network Degradation

by ATSupport » Mon Oct 25, 2021 2:36 pm

Thanks for the info and I apologize for the issue. Can you please provide your account details with our ticket link I'm happy to look into it:
https://secure.accutracking.com/contact.php
Shallamon wrote: Mon Oct 25, 2021 2:25 pm Just FYI,

Our TK374 unit is on a work vehicle and has been without service for almost 3 hours. This unit has been in constant service for several months now without any disconnects, it stopped functioning while enroute to a delivery this morning. This outage is not just affecting "new connections" but also "old connections" as well.

Re: [10/25/2021] TK37x SIM Network Degradation

by Shallamon » Mon Oct 25, 2021 2:34 pm

Hello ATSupport,

We just saw your 2:16PM EDT update, and will look forward to our service updating shortly. Thanks for making a great and accurate product!

Re: [10/25/2021] TK37x SIM Network Degradation

by Shallamon » Mon Oct 25, 2021 2:25 pm

Just FYI,

Our TK374 unit is on a work vehicle and has been without service for almost 3 hours. This unit has been in constant service for several months now without any disconnects, it stopped functioning while enroute to a delivery this morning. This outage is not just affecting "new connections" but also "old connections" as well.

Re: [10/25/2021] TK37x SIM Network Degradation

by ATSupport » Mon Oct 25, 2021 1:22 pm

Thanks for reporting. It's multi-regional and users from other states have been reporting the disruption as well.
Shallamon wrote: Mon Oct 25, 2021 1:19 pm We are also experiencing a loss of service here in the Medford, Oregon greater I-5 Southern Oregon Corridor.

Re: [10/25/2021] TK37x SIM Network Degradation

by ATSupport » Mon Oct 25, 2021 1:21 pm

Thank you for the patience. The latest update from the carrier is that the issue affects "new connections" from the device. Please see the first post for the update at 1:16pm EDT.
Steve wrote: Mon Oct 25, 2021 12:52 pm Thank you for this info and your upcoming updates. We are currently experiencing "No Service" in the Mesquite Nevada area at this time 10-25-21, 9:30am.

Re: [10/25/2021] TK37x SIM Network Degradation

by Shallamon » Mon Oct 25, 2021 1:19 pm

We are also experiencing a loss of service here in the Medford, Oregon greater I-5 Southern Oregon Corridor.

Re: [10/25/2021] TK37x SIM Network Degradation

by Steve » Mon Oct 25, 2021 12:52 pm

Thank you for this info and your upcoming updates. We are currently experiencing "No Service" in the Mesquite Nevada area at this time 10-25-21, 9:30am.

[10/25/2021] TK37x SIM Network Degradation

by ATSupport » Mon Oct 25, 2021 12:38 pm

We were notified by our SIM card carrier that there's a network degradation since about 12:15PM EDT 12/25/2021 .
This affected the TK373/TK374 users in certain areas.
The tracker will store the data collected locally on the device when network is not available
and will upload data when network connection is recovered.

The SIM provider network engineers are working on the issue and this thread will be updated for latest status.
We sincerely apologize for the inconvenience caused.

[Update 01:16pm EDT]
We've learned from the carrier the outage affects the "new connections" only.
If your tracker has been online it'll stay updating online; but once it's offline/disconnected, it'll have trouble reconnecting to the Internet.
Their engineers are actively investigating the cause of the incident.

[Update 02:02pm EDT]
A fix has been put in place. Updates from the carrier:
Mitigation actions are in place. Monitoring over the next hour will give an indication on whether the level of performance have improved as a result.
[Update 02:16pm EDT]
We see the network is recovering and more and more devices are getting back online. You tracker should be back online shortly after the vehicle starts moving. History data collected during the outage period will be re-uploaded by the tracker and you'll be able to view them on the history page. Thank you very much for your patience and please contact our support if there's any issue.

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