December 22, 2025
Incident: Temporary Service Interruption for LoRa Sensor Pairing
Date of Incident: December 22, 2025 (UTC 10:00) to December 23, 2025 (UTC 04:00)
We are writing to inform you about a temporary service interruption that affected some users’ ability to add or reconnect their MOCREO LoRa sensors.
The Problem & Our Apologies:
We have identified that a temporary update to our server environment during the period mentioned above caused a brief disruption in the configuration process for LoRa sensors. This may have prevented the successful completion of device pairing for affected users.
We sincerely apologize for the inconvenience and disruption this caused to your smart home experience. Ensuring reliable service is our top priority.
Resolution & Current Status:
This issue has been fully resolved. Our technical team has located the affected devices associated with user accounts and has successfully performed data restoration in the background.
Please open the MOCREO Smart App to check your device list. Your sensors should now be displayed with an “Online” status and be functioning normally. Typically, no further resetting or re-adding of devices is required on your part.
Follow-Up Actions:
To prevent similar incidents, we will implement a more stringent review process for all production environment changes moving forward.
We thank you for your patience and support. If your devices are not showing as online, please do not hesitate to contact our support team(https://mocreo.com/service/) for immediate assistance.
Post-Incident Report: Cloudflare Global Outage Impacting MOCREO Services
Overview
On November 18, 2025, Cloudflare experienced a major global network outage affecting a wide range of internet services worldwide. Since several MOCREO cloud components rely on Cloudflare’s infrastructure (including authentication, CDN, and API routing), portions of the MOCREO Sensor System were impacted during the outage.
Cloudflare has fully resolved the issue, and all MOCREO services have returned to normal operation.
Impact on MOCREO Services
Affected Services (MOCREO Sensor System)
During the outage, the following functionalities experienced intermittent failures, latency, or temporary unavailability:
The outage began at 11:48 UTC and caused intermittent instability until Cloudflare restored its services.
Unaffected Services
MOCREO Smart System
All device status reporting and sensor data updates remained fully operational throughout the incident, as this system does not rely on Cloudflare.
Resolution
Cloudflare has fully restored its global network functionality.
All affected MOCREO Sensor System services automatically recovered once Cloudflare’s systems were back online. No user action was required.
We have verified:
All systems are now operating normally.
Follow-Up Actions
To enhance resilience and reduce the impact of third-party outages, we are:
October 1, 2025
Incident: Sensor Pairing Issues with iPhone 17 Devices
We’ve received reports from several users regarding a compatibility issue between MOCREO system and the new iPhone 17 series . Specifically, users are currently unable to successfully add new Sensor devices using their iPhone 17.
The Problem & Our Apologies:
We have confirmed a specific compatibility error that occurs during the Sensor pairing process between the iPhone 17 series and the MOCREO Smart System/Sensor System. This prevents the initial pairing from completing.
We know this is frustrating and sincerely apologize for the disruption to your experience. We have assigned this issue our highest priority and we are actively working on an immediate solution.
Temporary Workaround (Recommended):
While we develop the permanent fix, please use the following method to get your Sensors online and operational:
We are focusing on diagnosing the pairing protocol compatibility layer specific to the iPhone 17 series. We are treating this as an emergency development effort.
We expect to deliver a permanent fix in our next App or a firmware update. We will post further updates here on this status page as soon as we have a more concrete timeline or a resolution is deployed.
If you require immediate assistance, please contact our support team (https://mocreo.com/service/).
June 7, 2025
Resolved: High CPU Usage Issue on Server
Issue Description: MOCREO users experienced network connectivity fluctuations, which may have caused devices to go offline or encounter setup failures.
Affected Users: All users attempting to register devices or receive alert notifications during the affected period.
Root Cause: The MOCREO V3 Server experienced a sudden surge in device connections, leading to abnormally high CPU usage.
Resolution: We have expanded the server’s capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: June 7, 2025, 4:00 AM – 9:00 AM (UTC-4)
Nov 23, 2024
Resolved: Email Server Issue
Issue Description: The MOCREO email server experienced a failure in sending emails.
Affected Users: All users attempting to register, reset passwords, or receive alert notifications during this timeframe.
Root Cause: The email server’s disk space was exhausted due to a high volume of outgoing emails.
Resolution: We have expanded the server’s disk capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: November 23, 2024, 9:42 AM – 11:20 AM (UTC-4)
Nov 17, 2024
Resolved: MOCREO Smart App Login and Registration Issue
Problem Description:
During this period, MOCREO Smart App users were unable to log in or register normally.
Affected Users:
This issue mainly affected users who:
1. had recently purchased NS1/H5-Lite devices and were attempting to register new MOCREO accounts via the MOCREO Smart App.
2. are the existing MOCEREO Smart App users.
The MOCREO Sensor App users were not affected.
Cause of the Problem:
The issue was caused by communication anomalies between the Cloud Server and the identity authentication server, resulting in disruptions to the MOCREO Smart App’s registration and login services.
Solution prevents from future happening:
– The communication method and safeguards between the affected services have been readjusted.
– A service anomaly monitoring mechanism has been added to ensure timely detection and resolution of similar issues in the future.
Time of Incident: November 7, 2024, 3:00 PM to 9:30 PM (UTC-4)
November 7
Between 3:00 PM to 9:30 PM (UTC-4), there has been a login issue with the MOCREO App/Web Portal.
Impact Duration:
This issue affected MOCREO Server’s interface calls from 3:00 PM to 9:30 PM (UTC-4). During this period, some functionality was impacted, but no historical data from the sensors was lost.
Root Cause:
The downtime was triggered by a sudden surge in interface request volume at 3:00 PM, which led to a failure in one of our foundational services.
Actions Taken to Prevent Recurrence:
Enhanced System Capacity – We have strengthened our system’s load-handling capabilities to better accommodate sudden increases in request volume.
Service Optimization – We have optimized the affected services to improve stability and response time.
Time of Incident: November 17, 5:00 PM to November 18, 1:20 AM (UTC-4)
October 31st, 2024
Between 12:30 PM and 1:38 PM (UTC-4) on October 31st, 2024, the MOCREO V2 server experienced a significant surge in concurrent requests and invocation errors, leading to numerous interfaces returning a 500 error.
As a result, users of the MOCREO Sensor App may have encountered unexpected behavior while using the app. We have resolved the issue, and please rest assured that existing user data reporting remains unaffected.
Time of Incident: October 31st, 2024, 12:30 PM – 1:38 PM (UTC-4)
October 23, 2023
The issue regarding the lack of receipt of MOCREO verification emails for registrations on the MOCREO application has been resolved. Additionally, the problem of unsuccessful delivery of alert notification emails has also been addressed. After conducting an investigation, we have confirmed that this issue was caused by the temporary suspension of the AWS SES email-sending functionality.
Currently, the AWS SES email-sending capabilities have been restored to normal. Users can now successfully register on the MOCREO application and receive email notifications, including alert notifications.
If you encounter any issues with not receiving email notifications, we recommend trying the following measures:
1. Check your spam/junk folder and mark the emails as not spam.
2. Add the following email addresses to your whitelist:
– [email protected]
– [email protected]
Time: October 22, 2023, 06:09 UTC-4
October 20, 2023
We have received reports from some customers regarding issues with registering on the MOCREO APP and not receiving MOCREO verification emails. Additionally, there have been instances of undelivered alert notification emails. Upon investigation, we have identified that this problem is due to the temporary suspension of AWS SES email-sending capabilities.
As a temporary measure, we have implemented a switch to a new mail server. Users can now successfully register on the MOCREO APP and receive email notifications, including alert notifications.
To address the current issues, it is advised to try the following measures below:
1. Check the spam/junk folder and mark the emails as not spam.
2. Add the email addresses below to the whitelist:
– [email protected]
– [email protected]
– [email protected]
3. Please note that @yahoo.com users are currently unable to receive notification emails. We recommend users update their email provider to a different one within the App/Web Portal.
Time: October 17, 2023, 15:00 UTC-4
Nov 23, 2024
Resolved: Email Server Issue
Issue Description: The MOCREO email server experienced a failure in sending emails.
Affected Users: All users attempting to register, reset passwords, or receive alert notifications during this timeframe.
Root Cause: The email server’s disk space was exhausted due to a high volume of outgoing emails.
Resolution: We have expanded the server’s disk capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: November 23, 2024, 9:42 AM – 11:20 AM (UTC-4)
Nov 17, 2024
Resolved: MOCREO Smart App Login and Registration Issue
Problem Description:
During this period, MOCREO Smart App users were unable to log in or register normally.
Affected Users:
This issue mainly affected users who:
1. had recently purchased NS1/H5-Lite devices and were attempting to register new MOCREO accounts via the MOCREO Smart App.
2. are the existing MOCEREO Smart App users.
The MOCREO Sensor App users were not affected.
Cause of the Problem:
The issue was caused by communication anomalies between the Cloud Server and the identity authentication server, resulting in disruptions to the MOCREO Smart App’s registration and login services.
Solution prevents from future happening:
– The communication method and safeguards between the affected services have been readjusted.
– A service anomaly monitoring mechanism has been added to ensure timely detection and resolution of similar issues in the future.
Time of Incident: November 7, 2024, 3:00 PM to 9:30 PM (UTC-4)
November 7
Between 3:00 PM to 9:30 PM (UTC-4), there has been a login issue with the MOCREO App/Web Portal.
Impact Duration:
This issue affected MOCREO Server’s interface calls from 3:00 PM to 9:30 PM (UTC-4). During this period, some functionality was impacted, but no historical data from the sensors was lost.
Root Cause:
The downtime was triggered by a sudden surge in interface request volume at 3:00 PM, which led to a failure in one of our foundational services.
Actions Taken to Prevent Recurrence:
Enhanced System Capacity – We have strengthened our system’s load-handling capabilities to better accommodate sudden increases in request volume.
Service Optimization – We have optimized the affected services to improve stability and response time.
Time of Incident: November 17, 5:00 PM to November 18, 1:20 AM (UTC-4)
October 31st, 2024
Between 12:30 PM and 1:38 PM (UTC-4) on October 31st, 2024, the MOCREO V2 server experienced a significant surge in concurrent requests and invocation errors, leading to numerous interfaces returning a 500 error.
As a result, users of the MOCREO Sensor App may have encountered unexpected behavior while using the app. We have resolved the issue, and please rest assured that existing user data reporting remains unaffected.
Time of Incident: October 31st, 2024, 12:30 PM – 1:38 PM (UTC-4)
October 23, 2023
The issue regarding the lack of receipt of MOCREO verification emails for registrations on the MOCREO application has been resolved. Additionally, the problem of unsuccessful delivery of alert notification emails has also been addressed. After conducting an investigation, we have confirmed that this issue was caused by the temporary suspension of the AWS SES email-sending functionality.
Currently, the AWS SES email-sending capabilities have been restored to normal. Users can now successfully register on the MOCREO application and receive email notifications, including alert notifications.
If you encounter any issues with not receiving email notifications, we recommend trying the following measures:
1. Check your spam/junk folder and mark the emails as not spam.
2. Add the following email addresses to your whitelist:
– [email protected]
– [email protected]
Time: October 22, 2023, 06:09 UTC-4
October 20, 2023
We have received reports from some customers regarding issues with registering on the MOCREO APP and not receiving MOCREO verification emails. Additionally, there have been instances of undelivered alert notification emails. Upon investigation, we have identified that this problem is due to the temporary suspension of AWS SES email-sending capabilities.
As a temporary measure, we have implemented a switch to a new mail server. Users can now successfully register on the MOCREO APP and receive email notifications, including alert notifications.
To address the current issues, it is advised to try the following measures below:
1. Check the spam/junk folder and mark the emails as not spam.
2. Add the email addresses below to the whitelist:
– [email protected]
– [email protected]
– [email protected]
3. Please note that @yahoo.com users are currently unable to receive notification emails. We recommend users update their email provider to a different one within the App/Web Portal.
Time: October 17, 2023, 15:00 UTC-4
Nov 23, 2024
Resolved: Email Server Issue
Issue Description: The MOCREO email server experienced a failure in sending emails.
Affected Users: All users attempting to register, reset passwords, or receive alert notifications during this timeframe.
Root Cause: The email server’s disk space was exhausted due to a high volume of outgoing emails.
Resolution: We have expanded the server’s disk capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: November 23, 2024, 9:42 AM – 11:20 AM (UTC-4)
Nov 17, 2024
Resolved: MOCREO Smart App Login and Registration Issue
Problem Description:
During this period, MOCREO Smart App users were unable to log in or register normally.
Affected Users:
This issue mainly affected users who:
1. had recently purchased NS1/H5-Lite devices and were attempting to register new MOCREO accounts via the MOCREO Smart App.
2. are the existing MOCEREO Smart App users.
The MOCREO Sensor App users were not affected.
Cause of the Problem:
The issue was caused by communication anomalies between the Cloud Server and the identity authentication server, resulting in disruptions to the MOCREO Smart App’s registration and login services.
Solution prevents from future happening:
– The communication method and safeguards between the affected services have been readjusted.
– A service anomaly monitoring mechanism has been added to ensure timely detection and resolution of similar issues in the future.
Time of Incident: November 7, 2024, 3:00 PM to 9:30 PM (UTC-4)
November 7
Between 3:00 PM to 9:30 PM (UTC-4), there has been a login issue with the MOCREO App/Web Portal.
Impact Duration:
This issue affected MOCREO Server’s interface calls from 3:00 PM to 9:30 PM (UTC-4). During this period, some functionality was impacted, but no historical data from the sensors was lost.
Root Cause:
The downtime was triggered by a sudden surge in interface request volume at 3:00 PM, which led to a failure in one of our foundational services.
Actions Taken to Prevent Recurrence:
Enhanced System Capacity – We have strengthened our system’s load-handling capabilities to better accommodate sudden increases in request volume.
Service Optimization – We have optimized the affected services to improve stability and response time.
Time of Incident: November 17, 5:00 PM to November 18, 1:20 AM (UTC-4)
October 31st, 2024
Between 12:30 PM and 1:38 PM (UTC-4) on October 31st, 2024, the MOCREO V2 server experienced a significant surge in concurrent requests and invocation errors, leading to numerous interfaces returning a 500 error.
As a result, users of the MOCREO Sensor App may have encountered unexpected behavior while using the app. We have resolved the issue, and please rest assured that existing user data reporting remains unaffected.
Time of Incident: October 31st, 2024, 12:30 PM – 1:38 PM (UTC-4)
October 23, 2023
The issue regarding the lack of receipt of MOCREO verification emails for registrations on the MOCREO application has been resolved. Additionally, the problem of unsuccessful delivery of alert notification emails has also been addressed. After conducting an investigation, we have confirmed that this issue was caused by the temporary suspension of the AWS SES email-sending functionality.
Currently, the AWS SES email-sending capabilities have been restored to normal. Users can now successfully register on the MOCREO application and receive email notifications, including alert notifications.
If you encounter any issues with not receiving email notifications, we recommend trying the following measures:
1. Check your spam/junk folder and mark the emails as not spam.
2. Add the following email addresses to your whitelist:
– [email protected]
– [email protected]
Time: October 22, 2023, 06:09 UTC-4
October 20, 2023
We have received reports from some customers regarding issues with registering on the MOCREO APP and not receiving MOCREO verification emails. Additionally, there have been instances of undelivered alert notification emails. Upon investigation, we have identified that this problem is due to the temporary suspension of AWS SES email-sending capabilities.
As a temporary measure, we have implemented a switch to a new mail server. Users can now successfully register on the MOCREO APP and receive email notifications, including alert notifications.
To address the current issues, it is advised to try the following measures below:
1. Check the spam/junk folder and mark the emails as not spam.
2. Add the email addresses below to the whitelist:
– [email protected]
– [email protected]
– [email protected]
3. Please note that @yahoo.com users are currently unable to receive notification emails. We recommend users update their email provider to a different one within the App/Web Portal.
Time: October 17, 2023, 15:00 UTC-4
Nov 23, 2024
Resolved: Email Server Issue
Issue Description: The MOCREO email server experienced a failure in sending emails.
Affected Users: All users attempting to register, reset passwords, or receive alert notifications during this timeframe.
Root Cause: The email server’s disk space was exhausted due to a high volume of outgoing emails.
Resolution: We have expanded the server’s disk capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: November 23, 2024, 9:42 AM – 11:20 AM (UTC-4)
Nov 23, 2024
Resolved: Email Server Issue
Issue Description: The MOCREO email server experienced a failure in sending emails.
Affected Users: All users attempting to register, reset passwords, or receive alert notifications during this timeframe.
Root Cause: The email server’s disk space was exhausted due to a high volume of outgoing emails.
Resolution: We have expanded the server’s disk capacity and implemented enhanced alert mechanisms to prevent similar issues in the future.
Time of Incident: November 23, 2024, 9:42 AM – 11:20 AM (UTC-4)
