Pro adapter not updating since yesterday

  • 3
  • Problem
  • Updated 6 months ago
shows parked for the last 24 hours
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Ragnar

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Posted 6 months ago

  • 3
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Tony Svob

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same. reinstalled adapter, no change.
(Edited)
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Derrick S., Official Rep

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Hi Tony,

Please email Tech Support, help@automatic.com, thanks!
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Kal

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I'm having the same issue.  No updating since at least 15 hours ago.  I just sent an email to Tech Support.
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Kal

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And interestingly, my Automatic Pro app (android) indicates the adapter went offline just about an hour ago.  But, it never registered my start or end location.  It only has the ones from yesterday.
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Kal

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UPDATE:  Service started back up again at the end of one of my trips in the evening.  Maybe it was a 3G glitch in the area for most of the day.  --Kal
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Scott C

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I've unplugged and replugged no change.  In New York City area.  Out for 2 days.
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Kal

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Hi Scott, make sure you've contacted help@automatic.com  They can check logs, etc, and try to figure out what's happening.  --Kal
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Scott C

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Hi Kal, did it when I posted the above. Thanks!
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Brian bucknor

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My Pro won't update since yesterday. Reinstalled it but no change
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Kal

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Hi Brian, some people's Automatic Pro units have seemed to have sporadically lost 3g contact over the past week.  Mine was out for just about a day.  Others seem to be longer.  And we're probably spread out geographically.   I did write to help@automatic.com when it first went out and they did get back to me.  Fortunately, mine recovered fairly quickly on its own.  But, it was good to know that the folks at Automatic can check logs to see if your adapter is connecting or not.  Maybe there are some 3g outages in various locations?  Good luck!  --Kal
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Michelle

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Hi! I have three Pros, and one of them stopped working 11/30. I tried unplugging it several times, and tried re-registering it. But no signal was found. It can’t be a 3G outage because the other two are at the same location and working just fine. I thought I broke this one because I figured an outage would hit all three. Still offline. :/
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Ani, Customer Care Lead

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Hey Michelle & Scott,

Our 3G provider is Telefonica, which uses the AT&T and T-Mobile networks, not Verizon. Telefonica is a GSM provider. What we're seeing is that some adapters appear to have been kicked off the network. It originally seemed regional, but it has since spread to other parts of the country. We're still not sure why, as it is not affecting all adapters in an area, and sometimes not all adapters for a single user. We've escalated this with Telefonica and hope to have a resolution soon.  

Scott, that's really odd about the trip appearing for an adapter which was never installed, can you email help@automatic.com about this? We definitely want to have a look at that one. 
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Scott C

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Yes, I think I'm remembering the question that someone posed which said which network and that's where the Verizon came from.  Honestly it didn't make sense as I wrote it knowing that Verizon wasn't GSM.  Then I thought well maybe since VZ coverage is really good in the rural areas.

With regards to your other question that's just confusion.  My problem is with my installed adapter.  The other was purchased as a present last Tuesday and never opened.  I coincidentally noticed the problem later that day when I took my 9th trip and it didn't show up.
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Michelle

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Hey just dropping in to say my adapter connected today! Yeah! It seems like the issue is resolving for some people.
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Scott C

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Surprise, surprise, mine just synced up to yesterday.  I tried a very short little drive of  a few hundred feet and that kicked it off.
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Ani, Customer Care Lead

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Awesome! I'll post an official update in the main topic about this and update any affected users that have written in shortly. Thanks for your patience on this matter and please let us know if you need further help.