Hi,
Today, anew update was available but stopped at 90% and then failed.
The switch is not responding over app or alexa (no wonder, network light keeps blinking)
It does not even respond to touch. So, lights stay the whole time on.
And re-pairing or adding to app also won’t work. it is not found by app.
Please help me out!
Regards
Jaber
Also in Portugal!
Apparently new firmware v3.7.3 (for many device types) has a bug!
It always stops at 90% and then device “dies”.
You can recover them just by simply disconnecting and reconnecting power.
A new fixed firmware is needed!
Update 3.7.2 and 3.7.3 same situation, 90% and devices dead. Only unplugging it can bring it back to life.
I have te same problem with Update 3.7.2 and 3.7.3 after, 90% the devices is dead. Only unplugging it can bring it back to life.
Hi there, thank you for providing us with some information. To summarize, the problem you encountered is that your device failed to update the firmware, which caused it to go offline. We have identified that you were unable to update your devices successfully due to the high traffic on our servers. We apologize for any inconvenience caused and take full responsibility for this issue. Our team is working tirelessly to ensure that this does not happen again in the future.
We are taking several steps to improve our servers and system infrastructure to handle the traffic better and ensure a seamless experience for all users.
Please note that you may receive the OTA update after several days, as we will gradually open the update to more users to prevent server overload. We appreciate your patience and understanding during this time. Thank you for your patience and understanding during this time.
Regarding the issue of “the app cannot find the device during re-adding after the device goes offline”, we suggest you try adding it through Compatible mode or Fusion Link.
We apologize once again for any inconvenience caused and assure you that we are doing everything we can to ensure a smooth and hassle-free update process.
@hgraafsma @ksswin.poczta @lmpais01
Hi there, we want to sincerely apologize for the inconvenience caused by the recent server overload during the OTA update process. We understand that many of you were unable to update your devices successfully due to the high traffic on our servers.
We deeply regret the inconvenience caused to you and we take full responsibility for this issue. Our team is working tirelessly to ensure that this doesn’t happen again in the future. We are taking several steps to improve our servers and system infrastructure to handle the traffic better and ensure a seamless experience for all users.
Please note that you may receive the OTA update after several days, as we will gradually open the update to more users to prevent server overload. We appreciate your patience and understanding during this time.
We apologize once again for any inconvenience caused and assure you that we are doing everything we can to ensure a smooth and hassle-free update process.
Regarding the issue of “the app cannot find the device during re-adding after the device goes offline”, we >suggest you try adding it through Compatible mode or Fusion Link ]
I tried Fusion Link and it showed up successfully, but it still shows as offline on the app’s homescreen.
The Firmwareversion is: 1000.2.925, Model: DW2-Wi-Fi, FW Name: OPL-DMA-GL
Hi there,
We have located the root cause of the issue and it was found that some DW2 devices were offline due to connecting error in one server of AWS. We have fixed the issue and your device should now be back online. Please refresh the APP and check to see if the devices are back online. If you find that it is still offline, please do not hesitate to submit the support ticket through the eWeLink App and contact us again, and we will do everything possible to resolve the problem as soon as possible.
Once again, we apologize for any inconvenience that this may have caused, and thank you for your patience and understanding as we worked to get your device back online.
