Pro adapter is disconnected from Server

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  • Question
  • Updated 3 months ago
My Automatic Pro app says disconnected from server and has been since I parked at home last night. I started my car and drove to work and still showing disconnected from server. Is there an issue with the 3G network in the Cleveland, Ohio area?
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Fred Cash Jr

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Posted 6 months ago

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bigjstl

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I'm getting the same thing here in St. Louis, MO. 
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Justin Cascagnett

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Same thing here in Traverse City MI. Maybe Automatic servers are down but I would think our phones would still be able to receive the data. Mine doesn't show that i'm driving nor do I get start/stop notifications.
(Edited)
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Tim Dorenkamp

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This reply was created from a merged topic originally titled The app did not record the vehicle's trip this morning..

My son drove to school this morning. It has been almost an hour since he arrived at school, but the app still shows the vehicle is parked at home.
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Tim Dorenkamp

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This reply was created from a merged topic originally titled The app did not record the vehicle's trip this morning..

My son drove to school this morning. It has been almost an hour since he arrived at school, but the app still shows the vehicle is parked at home.
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Ani, Customer Care Lead

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Hi all, I merged a couple topics together since they seem to have the same problem. We did notice a delay in trip processing earlier this morning but it looks to be catching up now. The queue may take some time to completely drain, but your trips are still there. It's just a matter of time before they start to upload. Sorry about that!
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Fred Cash Jr

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Looks like I am connected after 15 hours. Not sure about my travel info. Looks like my morning commute data has also been updated. My app says that my adapter is connected to the server.

Thanks!
(Edited)
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Brandie Stein

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We just plugged the automatic pro into our daughters car last night, connected it and took it for a drive and everything worked great.  This morning it shows she left for school but shows she is still parked at home.  I confirmed she is at school.  It also says server is disconnected.  This is a horrible first impression of a product we JUST bought.
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Derrick S., Official Rep

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Hi Brandie,

It is possible for the adapter to lose signal if the vehicle is in a location without a strong 3G signal. The good news is that it will continue to record the trip data and upload it once it reconnects. As long as the adapter is recording the trip data then it's functioning properly.
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Brandie Stein

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My daughter has been home for 2 hours and although it now registers where her car is (it wasn’t earlier) no other info has come back in regards to her trips to and from school.
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Derrick S., Official Rep

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Hi Brandie,

Can you email help@automatic.com so Tech Support can take a closer look at your account? Thanks!
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Kelly Crossley

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Yep, same here. Not sure what's going on, but it's become very unreliable lately. Case in point. Today it showed my son driving to school, but then it didn't log the trip. Now it shows he returned home, but the drive to school is still unrecorded. It's done that a few times this week, only documenting one leg of the trip.

FWIW, the installed firmware is 1.2.36 and it's currently reporting that the server is disconnected, as are my other two Automatic Pros.
(Edited)
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Derrick S., Official Rep

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Hi Kelly,

Please mail help@automatic.com for assistance with your account. We can only answer general questions in the Community and can't provide Technical Support. Thanks! 
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paul

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I am seeing the same issue.  Are the Automatic servers down?
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Kelly Crossley

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Derrick, I appreciate your response, but it sounds like you have a much bigger problem since I have three units down and a lot of other people seem to be experiencing the same issue.
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Derrick S., Official Rep

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Hi Kelly. I am not sure what you mean since I can see that you have several trips recorded from today. If you are having technical issues you, please email help@automatic.com. Our servers are not down and haven't been down. Thanks!
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Kelly Crossley

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I have three devices. I can confirm that two seem to be working properly. It's the third one we continue to have problems with. That one recorded one trip yesterday (a return trip), which is not accurate. BTW, all three devices are reporting that the server is disconnected, but perhaps they do that when the vehicles are parked.
(Edited)
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Derrick S., Official Rep

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Hi Kelly,

We cannot help you unless you contact Tech Support, which you haven't done. Please email your concerns to help@automatic.com.
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Kelly Crossley

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Negative Derrick. I contacted tech support before I reposted here, but the message I automatically received said it would take you up to 2 days to respond.
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Derrick S., Official Rep

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Whoops my bad! I totally saw your ticket after I responded and I will make sure that Tech Support will look at your issue. 
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Kelly Crossley

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Nasir contact me yesterday at 4:46 PM ET and asked a few questions, which I answered immediately.  I haven't heard anything since and one of the three devices remains problematic. Is there any way to reset the device remotely?
(Edited)
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George Argento

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Adapter Offline message over 11hrs ago and still not working... lost an entire night of driving. Contact tech support and they say they will get back to me in 1 to 2 business days, which could be a week since the problem happened on a Friday.
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Derrick S., Official Rep

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Hi Kelly,

I can see that Nasir responded today. Please keep in mind that we respond to tickets in the order they are received, so even though you responded right away, Nasir has to move on to other tickets that need to be addressed and come back to yours. 
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Derrick S., Official Rep

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Hi George,

I see that you have trips recorded from every day since this posted. It is possible for the adapter to lose signal, but it will continue to record trip data and upload it once it reconnects. Are you missing any trips? If so, please email support@automatic.com for assistance.