Pro not updating since 11/22-23? Read this:

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  • Problem
  • Updated 6 months ago
  • Solved
  • (Edited)
Hello!

We've noticed an influx of reports over the past few days of people's adapters being offline. While an occasional offline message isn't unusual, we started to notice a couple patterns. 
  1. The adapters stopped reporting data around 11/22-23
  2. They were all located in the following states: Arizona, Nevada, Idaho, and Utah
This originally appeared to be a regional issue, but we've started seeing it appear in other areas in the country as well. Our staff is working on a fix to be released ASAP. Because there's a chance that the fix would involve replacing your adapter, we're asking affected users to write in to help@automatic.com with the subject line of "Adapter Offline since 11/22-23" so we can better track it.
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Ani, Customer Care Lead

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Posted 6 months ago

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Ani, Customer Care Lead

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Official Response
Hello again!

We would like to extend our apologies for the service outage you experienced over the past couple weeks. After the Thanksgiving holiday, we started to get an increase in reports of people's adapters going offline in certain parts of the country. While it's not unusual for an adapter go offline every once in awhile, the increase in reports necessitated an escalation with our 3G provider. 

An issue was discovered that lead to certain adapters being kicked off the network. They would still record trips as the adapter has storage in case of a connection issue, but it couldn't upload them without the 3G connection.

As of now, the issue has been resolved and all affected adapters are back on the network. If you haven't seen any trips yet, unplug the adapter, plug it back in, and go for a drive. It should then start uploading any missed data. 

Again, we're sorry about this issue and are working with our 3G provider to ensure this doesn't happen again. Please don't hesitate to reach back out if you have any further questions.