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ISD-99
Connectivity Issue with House Cleaners
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Clara Clarke
raised this request
via
Jira
Description

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27 

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

Subtasks
0% Done
ISD-100
Identify the cause of remote connectivity issue
OPEN
ISD-101
Keep affected customers informed about the progress
OPEN
ISD-102
Fix identified software or app bugs affecting connectivity
OPEN
ISD-103
Ensure the fix works and doesn't introduce new issues
OPEN
ISD-104
Document the issue and resolution for future reference
OPEN
ISD-105
Deploy the fix and inform customers about it
OPEN
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[ISD-99] Connectivity Issue with House Cleaners - Jira

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Connectivity Issue with House Cleaners
Owned by Marketing
5 minutes ago1 min read
1 person viewed

Connectivity Issue with House Cleaners - AirCleaner documentation - Confluence

AIR board - Agile board - Jira

[AIR-179] Connectivity Issue with House Cleaners - Jira

Projects
AirCleaner
AIR-179
Connectivity Issue with House Cleaners
Attach
Create subtask
Link issue
Elements Overview
Description

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27 

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

Environment
None
Linked issues
blocks
ISD-99
Connectivity Issue with House Cleaners
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Incident summary

Incident owner

	

Suzie Summer




Incident

	

Connectivity Issue with House Cleaners




Status

	

Work in progress




Urgency

	

Critical




Product categorization

	

Software




Operational categorization

	

Connectivity




Comment from Support Agent

	

 

Executive summary

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

 

✅ Tasks


Key	Issue Type	Summary	Status	Assignee	P
ISD-105		Deploy the fix and inform customers about it	OPEN	Unassigned	
ISD-104		Document the issue and resolution for future reference	OPEN	Suzie Summer	
ISD-103		Ensure the fix works and doesn't introduce new issues	OPEN	Unassigned	
ISD-102		Fix identified software or app bugs affecting connectivity	OPEN	Unassigned	
ISD-101		Keep affected customers informed about the progress	OPEN	Unassigned	
ISD-100		Identify the cause of remote connectivity issue	OPEN	Unassigned	
6 issues  Refresh

 Comments

From Ryan Rino on 12/Oct/23 10:01 AM

Hi Suzie, I will start working on it

Connectivity Issue with House Cleaners
Owned by Marketing
Last updated: less than a minute ago by Ryan Rino1 min read
1 person viewed
 Incident summary

Incident owner

	

Suzie Summer




Incident

	

Connectivity Issue with House Cleaners




Status

	

Work in progress




Urgency

	

Critical




Product categorization

	

Software




Operational categorization

	

Connectivity




Comment from Support Agent

	

 

Executive summary

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

 

✅ Tasks


Key	Issue Type	Summary	Status	Assignee	P
ISD-105		Deploy the fix and inform customers about it	OPEN	Unassigned	
ISD-104		Document the issue and resolution for future reference	OPEN	Suzie Summer	
ISD-103		Ensure the fix works and doesn't introduce new issues	OPEN	Unassigned	
ISD-102		Fix identified software or app bugs affecting connectivity	OPEN	Unassigned	
ISD-101		Keep affected customers informed about the progress	OPEN	Unassigned	
ISD-100		Identify the cause of remote connectivity issue	OPEN	Unassigned	
6 issues  Refresh

 Comments

From Ryan Rino on 12/Oct/23 10:01 AM

Hi Suzie, I will start working on it 

crash
incident
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Done - Jira

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Projects
AirCleaner
AIR-179
Connectivity Issue with House Cleaners
Attach
Create subtask
Link issue
Elements Overview
Description

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27 

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

Environment
None
Linked issues
blocks
ISD-99
Connectivity Issue with House Cleaners
WORK IN PROGRESS
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Ryan Rino 
6 hours ago

The connectivity problem with our house cleaners has been resolved. The IT Team identified a software bug in the firmware, rectified it, and rigorously tested the fix across various devices and networks. A seamless user-friendly update was deployed, enabling customers to connect remotely without interruptions. Your swift actions and expertise were instrumental in this resolution. For detailed documentation, refer to the updated.

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Ryan Rino 
6 hours ago

Hi Suzie, I will start working on it 

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·
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Clara Clarke
raised this request
via
Jira
Description

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27 

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

Subtasks
66% Done
ISD-100
Identify the cause of remote connectivity issue
DONE
ISD-101
Keep affected customers informed about the progress
DONE
ISD-102
Fix identified software or app bugs affecting connectivity
DONE
ISD-103
Ensure the fix works and doesn't introduce new issues
DONE
ISD-104
Document the issue and resolution for future reference
WORK IN PROGRESS
ISD-105
Deploy the fix and inform customers about it
WORK IN PROGRESS
Linked issues
is blocked by
AIR-179
Connectivity Issue with House Cleaners
DONE
Similar requests
Confluence pages
Connectivity Issue with House Cleaners
Connectivity Issue with House Cleaners
Updated 6 minutes ago

Incident summary

Incident owner

	

Suzie Summer




Incident

	

Connectivity Issue with House Cleaners




Status

	

Completed




Urgency

	

Critical




Product categorization

	

Software




Operational categorization

	

Connectivity




Comment from Support Agent

	

 

Executive summary

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

 

✅ Tasks


Key	Issue Type	Summary	Status	Assignee	P
ISD-105		Deploy the fix and inform customers about it	WORK IN PROGRESS	Suzie Summer	
ISD-104		Document the issue and resolution for future reference	WORK IN PROGRESS	Suzie Summer	
ISD-103		Ensure the fix works and doesn't introduce new issues	DONE	Suzie Summer	
ISD-102		Fix identified software or app bugs affecting connectivity	DONE	Suzie Summer	
ISD-101		Keep affected customers informed about the progress	DONE	Suzie Summer	
ISD-100		Identify the cause of remote connectivity issue	DONE	Suzie Summer	
6 issues  Refresh

 Comments

From Ryan Rino on 12/Oct/23 10:01 AM

Hi Suzie, I will start working on it 

From Ryan Rino on 12/Oct/23 10:12 AM

The connectivity problem with our house cleaners has been resolved. The IT Team identified a software bug in the firmware, rectified it, and rigorously tested the fix across various devices and networks. A seamless user-friendly update was deployed, enabling customers to connect remotely without interruptions. Your swift actions and expertise were instrumental in this resolution. For detailed documentation, refer to the updated.

Connectivity Issue with House Cleaners
Owned by Marketing
Last updated: less than a minute ago1 min read
2 people viewed
 Incident summary

Incident owner

	

Suzie Summer




Incident

	

Connectivity Issue with House Cleaners




Status

	

Completed




Urgency

	

Critical




Product categorization

	

Software




Operational categorization

	

Connectivity




Comment from Support Agent

	

 

Executive summary

We have received multiple reports from customers stating that they are unable to connect to their house cleaners when they are away from their homes. This issue is affecting a significant number of users and requires immediate attention.

Incident Details:

Date/Time Reported: 2023-09-27

Affected Customers: Several customers have reported this issue.

Impacted Locations: This issue seems to be widespread across various geographical locations.

Affected House Cleaner Models: All models seem to be affected.

Frequency: The problem occurs consistently for the affected users.

Symptoms:

Customers cannot establish a connection with their house cleaners remotely.

App shows "Device Offline" when customers try to connect from outside their home network.

Steps to Reproduce:

Launch the house cleaner mobile application.

Log in with your credentials.

Attempt to connect to your house cleaner while not on your home Wi-Fi network.

Observe the "Device Offline" message.

Additional Information:

Some customers have reported that they were able to connect successfully in the past, but this issue has emerged recently.

Customers have confirmed that their mobile devices have a stable internet connection.

No recent changes to the house cleaner software or firmware have been made.

 

✅ Tasks


Key	Issue Type	Summary	Status	Assignee	P
ISD-105		Deploy the fix and inform customers about it	WORK IN PROGRESS	Suzie Summer	
ISD-104		Document the issue and resolution for future reference	WORK IN PROGRESS	Suzie Summer	
ISD-103		Ensure the fix works and doesn't introduce new issues	DONE	Suzie Summer	
ISD-102		Fix identified software or app bugs affecting connectivity	DONE	Suzie Summer	
ISD-101		Keep affected customers informed about the progress	DONE	Suzie Summer	
ISD-100		Identify the cause of remote connectivity issue	DONE	Suzie Summer	
6 issues  Refresh

 Comments

From Ryan Rino on 12/Oct/23 10:01 AM

Hi Suzie, I will start working on it 

From Ryan Rino on 12/Oct/23 10:12 AM

The connectivity problem with our house cleaners has been resolved. The IT Team identified a software bug in the firmware, rectified it, and rigorously tested the fix across various devices and networks. A seamless user-friendly update was deployed, enabling customers to connect remotely without interruptions. Your swift actions and expertise were instrumental in this resolution. For detailed documentation, refer to the updated.

crash
incident
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Write a comment…

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