Interruption to Thermostat Online Services
Incident Report for ecobee
Resolved
Happy news, everyone. The issue we were experiencing has been resolved. If you’re still having some trouble, we suggest closing and restarting the app you are trying to access.
Posted Jan 21, 2021 - 13:14 EST
Monitoring
We’ve implemented a solution and we’re keeping a close eye on the situation. Sorry for any interruption this has caused, and we truly appreciate your continued patience.
Posted Jan 21, 2021 - 13:04 EST
Update
A solution has been put in place and thermostat devices are gradually being connected. We expect that the vast majority of thermostats will be connected in the next hour.
Posted Jan 21, 2021 - 12:17 EST
Identified
Good news! We’ve figured out the root cause of the Thermostat Online Services issue and are close to a solution. We’ll let you know as soon as things are back to normal. The next update will be in 30 minutes.
Posted Jan 21, 2021 - 11:54 EST
Update
The team is still investigating the cause of the thermostat connectivity interruption. The good news is that we have isolated the cause of the issue to the device firewall. The next update will be in 30 minutes.
Posted Jan 21, 2021 - 11:32 EST
Investigating
Investigating – Some people may be having trouble using our Thermostat Online Applications. We’re happy to share that ecobee smart thermostats will perform as usual—they’ll continue to operate according to the set schedule and by manual adjustment, including all energy-savings events that are already in progress. We’re working hard to figure out why the app, web portal and third-party apps are temporarily disconnected. Thanks for your patience. We’ll keep you updated, and apologies for any inconvenience this has caused.
Posted Jan 21, 2021 - 11:21 EST
This incident affected: Thermostat Online Services and ecobee Public API.