Resolved -
Everything is working as expected. We are still in the process of doing a full root cause analysis but have already improved monitoring for these issues. We expect all nodes to connect in the coming hours (before 10:00 tomorrow). If your node has an (exceptionally) bad radio connection it might take more then one or two attempts to send all the data. No data loss is expected and all data should be transmitted.
If you see any problems, missing data or delayed data please do contact our support via support@munisense.com
Again our apologize for any inconvenience caused by this problem and thank you for your understanding.
Dec 3, 16:34 CET
Monitoring -
Our fix has been implemented as per 10:05, all connection attempts after that time should be going through. We are monitoring the situation and start working on a way to improve our processes to prevent the issue from happening in the future and also improve our process in finding the root cause.
We expect all nodes to connect over the coming 24 hours. If after tomorrow 10:00 your device has not connected yet please contact our support. We will keep monitoring the situation.
Dec 3, 10:40 CET
Identified -
We have implemented a fix and are now confirming if this has the expected effect.
Dec 3, 10:05 CET
Update -
We currently have some insights in what the problem may be. We are working with the operators to test this and then develop a solution. Be assured: this issue has the top priority in our company and we are doing everything we can in order to resolve it as quickly as possible.
Thank you for your understanding and if you have any questions feel free to contact support@munisense.com
Dec 3, 08:32 CET
Update -
We are sorry to inform that there currently is no update. We have again escalated the issue (multiple times) but the investigation at the provider is still ongoing. They cannot provide us with a time frame yet. We have compiled a list of all affected devices and asked them to verify all SIM cards related.
A new update will be posted as soon as there is information, or if there is none yet: tomorrow morning.
Dec 2, 17:00 CET
Update -
We have contacted our provider again this morning and it has been escalated again directly to the mobile provider (Tele2). As of this time we cannot provide any more updates as it is being investigated by the provider.
Please be assured that we apply as much pressure as possible in order to have this resolved as quickly as possible.
If you have any other questions please reach out to our support via support@munisense.com but we do not have any more information there. As soon as we have an update it will be posted here.
Dec 2, 10:16 CET
Update -
Unfortunately we have not received an update from our provider this weekend and where not successful in contacting them. We will contact then as soon as possible and then provide an update here.
Dec 2, 09:00 CET
Update -
So far the problem is still being investigated by our providers. We will keep track of this during the weekend but unfortunately we cannot share an estimated time yet.
If you have any questions please contact support@munisense.com
Nov 29, 16:54 CET
Update -
Just now we had contact again with our provider. The issue has been escalated to KPN/Tele2 and others where needed. Unfortunately they could not provide us with an estimate at this point in time. This has our highest priority and we will keep monitoring the progress.
At this time dataloss is not expected as the devices should send their data as soon as the connection is available again.
If you have any further issues please contact support@munisense.com
Nov 29, 15:38 CET
Update -
We are unfortunately still waiting on a response from our provider. They are investigating this issue. Our systems are working and part of the sensors connect without any problems. It it not yet clear exactly why certain devices cannot connect. We will report back as soon as we have any more information.
Nov 29, 13:54 CET
Investigating -
We currently notice a problem with mslv4/mvls5 device with a Tele2 sim. We are currently investigating the problem.
Nov 29, 09:20 CET
