OPTICS RE from OutBack Power @OPTICSRE
Joined September 2015-
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We increased our concurrent user limit by an order of magnitude to hopefully prevent further issues. If we get reports that it happened again overnight, we will increase the user limit again.
It is that the MATE3s devices are attempting to backfill data from different downtimes and maintain an active connection during the time they do so. There is a maximum concurrent user limit that was being met because of how many systems were attempting to backfill data.
I believe we identified the reason for the "Failed to load user data" error and login issues that have been occurring the past few days.
Our web team worked with a Denial of Service Specialist at Microsoft again today. They got closer to a resolution, but unfortunately didn't get there today. You can go to a read-only page for system status if you have the IP address and PORT that your MATE3s is connected to.
OpticsRE status update for May 15th: We had a phone call with Microsoft Support this afternoon, unfortunately, they were unable to resolve the issue. They escalated our issue to a Denial of Service Specialist. I don't have an ETA on resolution at this time.
We have a team of people working on this issue, we have identified the issue with the device communication and are working to resolve it. It is our top priority to bring your devices back online and communicating with the OpticsRE service.
With regards the OpticsRE outages over the past two weekends: We were the victims of a DDoS attack that brought down our entire online presence. We have stopped the DDoS attack, but the devices that communicate with the OpticsRE platform are still unable to report to the service.
The issue with OpticsRE access was identified and addressed. You should be able to log in normally.
There is an issue affecting the login and access to the OpticsRE platform that we are aware of. It is being investigated and will hopefully be resolved soon. This is only a website access issue as our backend service shows thousands of MATE3s devices still connected to OpticsRE.
@AlbertNyme44777 Many thousands of systems automatically reconnected after the migration. If your system did not reconnect, please reach out to our Technical Support Team via LiveChat at outbackpower.com or via email as [email protected]
We completed the migration and OpticsRE services should be available. If your system does not reconnect spontaneously, thousands of systems already have, you may need to perform a simple reboot of your MATE device by unplugging it so it powers off and then plugging it back in.
@MadsvictorK Please reach out to our Technical Support team via LiveChat at outbackpower.com or via email at [email protected]
@plzstopcrying The app was never an officially supported product, and will not be updated. The website opticsre.com has a mobile option you can select when visiting the site on your phone.
We completed Phase 1 of the OpticsRE server migration. So your system may be online. However, Phase 2 of the migration started today and you may experience intermittent connection issues while we complete that portion.
@BrettLHolmes Please reach out to our Technical Support Team at [email protected] or by starting a LiveChat at outbackpower.com for assistance on this issue.
@HartZachar86525 @DavidGTakahashi @sjvsworldtour Many systems did come back online yesterday as Phase 1 wrapped up. However, there will likely still be interruptions, even a system does reconnect, because the migration is still ongoing.
We are performing a server migration and we expect at most a five-day maintenance window that started on March 3rd Monday at 6:00 AM pacific time until March 8th Saturday 12:00 AM pacific time. Production data during the migration time will be backfilled to prevent data gaps.
@andrewclark94 The reset takes place every 24 hours from when it was programmed. Some systems are reconnecting spontaneously, however, even if you do connect, there may still be interruptions as the system will need to be brought up and down to complete the Phase 2 portion of server migration.
@ClarkeFerber That is a feature I want to get fixed.
@DavidGTakahashi We will post back here, on Facebook and have a banner on our main page, outbackpower.com when the service is back up.
@sjvsworldtour We are doing a server migration of the platform that we own from one we do not. This will allow us to perform future improvements to the OpticsRE service.
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