[7/12/2020] TK373/TK374 SIM Network Degradation/Outage

News release and discussion.
zpilot67

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by zpilot67 »

Is there an ETA on an uptime fix for the 4G units?

ATSupport
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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

zpilot67 wrote:
Mon Jul 13, 2020 9:52 am
Is there an ETA on an uptime fix for the 4G units?
The last updates from the provider didn't say clearly about 4G recovery and we are requesting clarification from them and will update here as soon as it's available. Really appreciate your patience!
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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

ATSupport wrote:
Mon Jul 13, 2020 10:10 am
zpilot67 wrote:
Mon Jul 13, 2020 9:52 am
Is there an ETA on an uptime fix for the 4G units?
The last updates from the provider didn't say clearly about 4G recovery and we are requesting clarification from them and will update here as soon as it's available. Really appreciate your patience!
Here's the update we just got from them regarding 4G:
The engineers have increased bandwidth on their diameter links (4G) and are able to see their end a positive impact on service restoration, however not all devices and locations are restoring the service at the same time due to the congestion that have been caused on the network I am afraid

We are pushing the network engineers for new updates so that we can get this situation resolved as soon as possible, we share updates as soon as they are made available to us.

Our apologies on behalf of the team for the situation this is causing you.
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Ughhhh

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by Ughhhh »

Andddd is it still down???? Any new updates???

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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

Ughhhh wrote:
Mon Jul 13, 2020 12:54 pm
Andddd is it still down???? Any new updates???
About 1/3 of our users are back online but the majority are still offline, due to the network congestion suggested by the SIM provider.
We are still in close communication with them and their management gave an update which we copied to the first post of this thread.

Based on our experience, units should get back gradually by end of today. We sincerely apologize for the situation.
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Guest

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by Guest »

Only typing this because 30 characters is the minimum. Which MVNO is this?

Kwihnai

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by Kwihnai »

Here it is a day later and I still cannot track my unit, went down yesterday on the 12th and is still not back up? Any updates for today?????

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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

Kwihnai wrote:
Mon Jul 13, 2020 1:54 pm
Here it is a day later and I still cannot track my unit, went down yesterday on the 12th and is still not back up? Any updates for today?????
Apologies, the updates from today were appended to the first post of this thread. The last update from them was 10:46am EDT - network has been restored but due to all devices reconnecting at the same time, devices are slowly coming back online.
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Aurum_Labs

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by Aurum_Labs »

No tracking available in Colorado. I see the last post said it should be updated by tomorrow. Hoping that is correct. Not having info on my drivers this weekend and today has been challenging. Let me know if there is something I need to do to help get our units back on track.

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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

Aurum_Labs wrote:
Mon Jul 13, 2020 2:47 pm
No tracking available in Colorado. I see the last post said it should be updated by tomorrow. Hoping that is correct. Not having info on my drivers this weekend and today has been challenging. Let me know if there is something I need to do to help get our units back on track.
Thank you for the patience - the network is restored but as we checked just now only about one third of our users are online now. Most of our users are still offline, which according to the SIM provider is due to the network congestion caused by high number of devices trying to reconnect at the same time. They also mentioned this is a unprecedented outage but the root cause is yet to be investigated. We have been pushing them and in contacts with them for updates/results and were suggested more time is expected for full restoration.

We are grateful for the patience and support from our users during this unprecedented time. We are closing following the development of the outage and will update here as more info is available. Thank you!
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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

Update: we just got a new update from the SIM provider and appended that to the first post of this thread. More details were provided regarding the timeline and the cause, and why it took so long to resolve. Looks positive and we are monitoring our system and start seeing more devices coming back online.
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adietz188

Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by adietz188 »

Is this going to be up and running soon? Still running a 3G and still getting notification that the system is down.

cbc4300
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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by cbc4300 »

Can you define which areas are affected?

Thank you

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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

adietz188 wrote:
Mon Jul 13, 2020 3:56 pm
Is this going to be up and running soon? Still running a 3G and still getting notification that the system is down.
According the the provider's update, the network is fully restored now but devices are queued to connect back as there is a sheer number of devices trying to connect at the same time. It could take a few hours for everyone to be back up.
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Re: [7/12/2020] TK373/TK374 SIM Network Degradation/Outage

Post by ATSupport »

cbc4300 wrote:
Mon Jul 13, 2020 3:57 pm
Can you define which areas are affected?

Thank you
The outage is nationwide but from what we collected from our users, Florida, California and New York appeared to be the hardest hit regions.
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