1

Random errors in the eero app

After a week of working normally, it seems like my erro app has gone crazy.  For the last several hours, it's been reporting incorrect status messages for my network.  Sometimes it says there's an internet connection problem (there isn't).  Sometimes it says that one or more of my eero units is having problems (there don't appear to be any).  I've restarted my modem and my gateway eero, but the errors persist.  Through all of this, none of my devices (computers, phones, tablets) have lost wifi connection or internet access.  I'm really confused!

5 replies

    • eero Community Manager
    • Jeff_C
    • 6 yrs ago
    • Official response
    • Reported - view

    Hi everyone —  

    We wanted to shed some light on the app issues some of you may have experienced the other day.  

    On Sunday, we identified a server issue that caused a disruption between our app and our cloud. While actual network stability, security, network settings, and performance weren’t affected, the app was having trouble communicating with the cloud, resulting in inaccurate app information. Customers may have experienced network setup failures, buggy app behavior, and inconsistent network status reporting.  

    We recognize it is confusing to read conflicting messages through the app, and hope this didn’t cause too much frustration after recognizing your network was actually stable. For those of you who called on Sunday and found longer-than-normal wait times, we appreciate your patience and are sorry for the inconvenience. All issues have since been resolved.  

    We will continue to investigate what caused this disruption and how we can avoid similar issues in the future. Again, we appreciate your patience and understanding. If you have any additional questions for our team, or are still experiencing any issues with your network, please contact support by emailing support@eero.com or calling (877) 659-2347.

    Best,  

    Jeff, eero community manager

    • Marc.1
    • 6 yrs ago
    • Reported - view

    I'm having the same problem. Been having problems with the system since I bought it. Many calls to tech support. Not happy. 

    • pkevinclark
    • 6 yrs ago
    • Reported - view

    It's weird - it seems like the system is actually working fine but the app doesn't know it. Too soon to tell, I guess!

    • seannymurrs
    • 6 yrs ago
    • Reported - view

    I can confirm I also had similar issues yesterday. So far support has not gotten back to me with an explanation via email or Twitter. 

    • pkevinclark
    • 6 yrs ago
    • Reported - view

    Today everything is fine, so there must have been some undocumented issue yesterday.  Hopefully it's been resolved.

Content aside

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  • 6 yrs agoLast active
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