Monday 10th April 2017

GLASS & GLASS+ GLASS & GLASS+ offline

Overview

Some GLASS and GLASS+ devices were temporarily unable to onboard to our servers from the early hours of Sunday 9th April GMT, and any devices that had been onboarded were showing as offline in the app. This issue has now been resolved.

Resolution

Some newer devices were using unexpected port ranges to communicate with our servers, and as such were unable to get past our DDoS prevention system and firewalls. Whilst we had unblocked those ports in our firewall, it required a full system restart in order for connections to be accepted again - this occurred at 2:14PM GMT. If you have any further issues with your GLASS or GLASS+, please file a ticket.

Future Mitigation

In order to ensure this doesn't happen again, we've increased our logging and notification capacity for firewall events so we can respond to any similar events quicker in the future.