E27 Alarm Engine – Various Installs – Online/offline issue

[Nick Wiederspahn]

Hello,

We have two recents installs at two homes with two different network vendors: Netgear and eero. Each experience similar problems that are frustrating that no one can seem to figure out. On our netgear project, the E27 loses network connection every 24 hours. It’s hardwired and we have tried different routers, switches, cables, ports and spent a full day with Netgear support where the issue couldn’t be identified by Netgear or ELK. We figured it was a defective panel and ELK issued a new one. Great!

On an install today with eero hardware, a similar issue with an eero system the ELK unit will not stay online for more than 10 minutes and then falls off. Then after a reboot, it’s good….for 10 minutes.

We are beyond the basic things and we are curious if others are experiencing the same thing and if so, did you get it resolved? If so, through what means?

Thanks!

[Michael Burrell]

Nick,

I appreciate you bringing this issue to our attention. We are not currently aware of other issues like this, but I want to make sure we do everything we can to help get this resolved. Tech Support and Technical Sales forwarded your inquiry to me via email. I have already replied to you directly, but I also wanted to provide an update here.

As you mentioned, network related issues can be extremely frustrating to troubleshoot and resolve. We work diligently to test and reproduce issues seen in the field, but it is simply impossible to account for every configuration and network environment. That said, our goal is for the system to be robust enough to withstand any and all real world conditions, and based on your experience, we clearly have an opportunity to improve.

As noted in my earlier email, we have a new release scheduled for today, E27 CB 0.6.2. In my opinion, this is one of the largest and best updates for the platform to date. While much of the focus is on support for the new cellular module, the release also reflects roughly a year of development and testing. As a result, a significant amount of work went into improving communications, networking, and overall connectivity to make the control more streamlined and robust.

Again, I apologize for the issues this has caused. Please know that we are committed to resolving this as quickly as possible and appreciate you taking the time to share your experience.

Thanks,

Michael

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