MOCREO IoT System Status
Past Incidents
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