Pucks are going offline periodically

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13 comments

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    John Bartlet

    Hi there—according to our logs we haven't had any connectivity issues today or over the past few days. This may be an issue related to your internet service provider or home internet connection. 

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    Andrew.sinclair

    I only see this when they are using batteries. I switched most pucks to gateways (and plugged them in) and ask seems to be fine.

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    Chris McIntyre

    I only have one puck, and it is running on wired power. I don’t have this issue. As Andrew suggested, may be related to battery powered pucks only.

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    Brian Wuttke

    I have had it go off line a couple times as well

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    Warren DeLarme

    I have three pucks right now showing offline. 3 of 8 total are showing offline in the flair app 

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    Vitaliy K

    Mine went down yesterday around 8PM EST

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    John Bartlet

    Just as an FYI, we can guarantee the uptime of our cloud. However, without troubleshooting, we cannot determine whether those offline events were related to WiFi connectivity, an internet outage local to the user, or other connection-related issues (even those with the Puck itself). 

    This may be an issue with your Pucks connection with your WiFi, rather than an issue cloudside—still something we can definitely fix, however! If you would like us to investigate, please contact Support and we would be more than happy to take a look at your account. 

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    Matt Engstler

    I too have noticed that my pucks periodically go offline, I have requested the flair team lock at my system for this and other issues. As of now it's been a week and no feedback.

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    Matt Engstler

    I too have noticed that my pucks periodically go offline, I have requested the flair team lock at my system for this and other issues. As of now it's been a week and no feedback.

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    Miguel Perez

    I have 2 ISP, and one fingbox monitor each one independly, a router that do sdwan for both routers in case one fail, that use to happen 3 times a month for a couple of minutes on one of the ISP, and the bigger one for 1 hour 47 minutes, but until now, never at the same time the other if offline, have security system that to be accessible needs internet, and never have lost internet access because at least until now, one ISP is working when the other is not, have 2 pucks, 1 gateway and working wired, and 1 not gateway, and both have lost connectivity to the app/web, at least 2 times each.

    1. The first time I was thinking someone unplugged because was wired (the second puck not on gateway mode), and changed from wired to batteries,
    2. The second time this puck was offline, the gateway was offline too, someone unplugged the gateway, at this point I was asking why do not have a build in batterie as nest thermostat, would be usefull, and an app notification, that is running on batteries like the nest secure (sorry for using a nest for example, but want to put an explicit use case I'm using).
    3. last nigth happend again, I open a ticket (request #9476), what I have notice here, is that flair app mark as offline, but the Google Assistant don't and still work with the Google Assistant, not sure why, but pleasure that at least work with the assinstant.
    4. For the WiFi part, have Google WiFi connectivity (This router connects to the internet via the sdwan router), and receive also notification in the case of an outgate of the WiFi to the internet, and neither the other wifi devices has lost internet connection or get a notification that this happened.

    Just want to give my use case, because is really happening. When finish this month, I will have the Outages Report to support that an ISP outages was not my case.

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    Ken Schnautz

    Miguel, how long do your Pucks go offline when they do? And is it ever a the same time that one of your ISPs goes down? If so, I'd assume it's due to Dynamic DNS delays. If not... it's the Puck or some local networking issue.

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    Miguel Perez

    Hi Ken,

    After making the 2nd Puck a gateway, is always online with no interruption, unless power fail. Before making a gateway, even when the where relative close (one room infront the other and just the stairway aisle), the connection was failing, maybe when someone close one or both of the doors. The WiFi router was on the middle)

    The same was with the First Puck, that was going offline for power failures.

    After both are gateways, even when they are more distant an objects in the middle, they works well. So I assume, gateway mode works better if you have objects like doors in the middle.

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    Ken Schnautz

    @Flair,

    Does a non-gateway puck connect to WiFi at all? Or does it send all its communications over the 915MHz Radio?

    The latter would imply Flair 900MHz instability, not WiFi instability.

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