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App shows eeros offline - yet all are online

Needing help this evening. Everything was smooth sailing.... but... 

Currently 5 of 6 eeros showing red and offline in the app... yet they are all online, showing white lights on each eero, and all 40+ devices are definitely working (10 cams showing offline in the app are working fine). 

The main gateway (Office) is showing red in the app yet it's working fine with no red lights on the eero itself - I can send this email and see my online Nest cams etc. 

So what's going on ? It's happening on both my iPhone and iPad. I've power cycled the Office gateway but the app is still showing error messages despite everything working ok.

I've sent a request to support but they're closed until the morning. 

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  • I should have added that there are about 40 devices online, not 9 as the app is showing. 

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  • I am seeing the same as well. The only change I am aware of is an app update that was pushed out today for iOS.

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 2 yrs ago
      • Reported - view

      jdz Ok glad I'm not alone in this. Just checked my iPad and it hasn't yet updated to the new Eero app, so it's likely server side ?

      Let's keep on this. If there are two of us, there are more.

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 2 yrs ago
      • Reported - view

      jdz Just updated my iOS app on iPad. It's now showing all eeros functional again, and showing devices reconnecting (even though they never disconnected in the first place). 

      eero, please explain what's going on ... 

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    • cotedan87 I’m willing to bet they had a temporary glitch on their backend servers causing the app to show some eeros as offline.

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      • cotedan87
      • Fan of tinkering with new hardware. Canadian dude.
      • cotedan87
      • 2 yrs ago
      • Reported - view

      cMoo92  could be. Just goes to show that we’re only as strong as the weakest link. 

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  • In terms of the customer side, it would be useful to get some kind of message through the App when there are server issues going on at the back end. Food for thought ... 

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  • Same here except all was working fine 

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  • That was last week 

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  • There was no response from eero on this. The issue is solved and moot at this point although an eero response at the time of the event would have been nice. 

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  • Sorry, perhaps to understand things better re: eero infrastructure, the app on my phone gets the status of all of my eero units by querying eero's servers rather than the actual status from the eero units directly?

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    • pinthea Right.

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