[8/28/2023] TK374 SIM Network Degradation/Outage

[ATSupport]

We were just notified by our SIM card carrier that there has been a network degradation/outage since about 3:20PM EDT.
This affected the TK374 users in certain areas with SIM ID starting with 8944****.

The tracker will store the data collected locally on the device when the network is not available
and will upload data when the network connection is recovered.

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

[Update 05:36pm EDT]
Update from the SIM carrier: "Engineers are currently working identify the root cause of the issue and implement a resolution.".

[Update 07:41pm EDT]
Update from the SIM carrier: "Engineers have found the root cause of the issue and together with the Signalling and Core Team are working to find a solution to fix the issue".

[Update 09:35pm EDT]
Update from the SIM carrier: "Our network partner has identified the root cause and put a fix in place. We are monitoring traffic to see if this has fully resolved the incident."

[Update 11:55pm EDT]
Update from the SIM carrier: "We have made some progress by replacing faulty equipment"

[Update 4:21am EDT]
Update from the SIM carrier: "Engineers are carefully recovering the links to bring up traffic in a stable manner. They need to do this to manage congestion and avoid serious signalling storms."

[Update 6:06am EDT]
Update from the SIM carrier: "Further to our previous positive notification, we are seeing some traffic recovery as our network partner carefully brings up the links to restore service"

[Update 6:35am EDT]
We start to see devices back online as the SIM network recovers. Your tracker should work as usual once the vehicle starts moving.
The history data from the outage period will be uploaded by the tracker shortly after it's online.
We sincerely apologize for this incident. Please let us know if it's still not working.

[Update 9:53am EDT]
We are seeing more and more devices are back online. Update from the SIM carrier: "Whilst the principal issues have been fixed, the network continues to remain in recovery mode as engineers throttle connections in order to prevent too much congestion as all of the devices come back online. Traffic is recovering gradually and we are continuing to see improvements."

[Update 8:42pm EDT]
There are stability issues hindering the recovery process. Update from the SIM carrier: "The network encountered issues with signaling traffic dropping connections. Engineers and vendors are working together to resume traffic and improve stability. As such you may still experience a degraded service on connectivity."

[Update 10:12pm EDT]
The carrier has provided an ETA for full restoration by 6am EDT. Update from the SIM carrier: "We are working on a software fix and planning the upgrade as we speak."

[Update 3:32am EDT]
Looks very promising - devices are getting back. Update from the SIM carrier: "We are seeing a gradual but stable improvement in traffic levels. The engineers are monitoring closely but they are still trying to mitigate network congestion as devices come back online."

[Update 7:22am EDT]
The system is back to normal. If your trackers are still offline, it could be because it's in sleep mode, and would wake up and update online once the vehicle starts moving. Some trackers are actively uploading "cached data" from the down period, in which case you'll see a "floppy disk" icon in the status window on the tracking page, with the location timestamped earlier. To view the locations collected during the outage, please go to the history page then click the "calendar" icon on the bottom and choose the time range. Cached data may take some time to get fully uploaded, so if you don't see them yet please check again later.

If your trackers are still offline, please contact us directly and we can reset the data plan and reboot them remotely. Truly sorry for the incident and many thanks for your patience.

[Guest]

Let me know please when is it going to fix

[auh2o]

As of 9:10 pm CST the problem has not been solved in Lubbock Tx

[ATSupport]

As of 9:10 pm CST the problem has not been solved in Lubbock Tx

Just updated the original post with the status. It's still not resolved. Apologies again and thank you for your patience.

[ATSupport]

We start to see devices back online as the SIM network recovers. Your tracker should work as usual once the vehicle starts moving.
The history data from the outage period will be uploaded by the tracker shortly after it's online.

We sincerely apologize for this incident. Please let us know if it's still not working.

[Guest]

Still not working in Central Florida

[fredf1956]

As of 7:50 pm CST the problem has not been solved in aransas pass,texas

[Guest]

As of 9:02 EDT service is still out in SE North Carolina.

[ATSupport]

As of 9:02 EDT service is still out in SE North Carolina.

We are seeing more & more devices back online. The SIM carrier also updated with recovery process (please see the first post). Our sincere apologies for the incident and thank you for your patience.

[Fine Art of Moving]

Still out in Houston, TX. No tracking whatsoever.

[gmminc]

We are still experiencing an outage in New Orleans. No tracking information available.

[ATSupport]

Still out in Houston, TX. No tracking whatsoever.

We are still experiencing an outage in New Orleans. No tracking information available.

The recovery is still in progress right now. Unlike in the normal operation mode where the devices actually sleep between connections, when offline they usually keep trying to reconnect. The network operator is trying to avoid a large number of devices connecting at the same time hence creating a storm effect similar to DDOS, which may bring down the network again. It could take hours for all the connections to recover and get stable. We do see improvements now and more devices are back online. Thank you again for your patience and if you need us to look at your account please contact us here.

[haleelectricinc]

service still out in NW Mississippi

[MARVIN'S AC]

Still not working in South Florida

[Guest]

Still not working in Dallas, Texas