Awair’s mission is to provide reliable (always-on) data service. Over the past couple of days we failed to deliver on this promise.
We want to take ownership of our mistake, and sincerely apologize for any inconvenience caused by disruptions to the Awair service.
We further want to communicate as clearly and quickly as possible what happened, how to resolve any remaining issues with Awair Omni, and what we are doing to prevent this from happening in the future.
What caused the disruption:
We had a web certificate expire that impacted our service on October 26th, 2020 at approximately 17:35 PT. We renewed the certificate on October 28th at approximately 02:35 PT, which we thought resolved the issue.
However, two hours later, at 04:45 PT on October 28th, we noticed a further incident the outage had created for Awair Omni devices: during the period of time the certificate was expired, Transport Layer Security (TLS) communications between Awair Omni devices and our servers failed. When Omni devices could not synchronize their clock with our servers (due to the expired certificate), these repeated failures caused devices to crash and remain disconnected.
How to resolve remaining issues with Omni:
NOTE: Your Awair Omni device does not require a factory reset.
It may, however, require a manual power cycle.
To power cycle your Awair Omni:
The service disruption for some Omni devices began on October 27th at 07:30 PT. You may see gaps in data from then until October 28th at 04:45 PT and/or until you power cycle your device.
How we will prevent this from happening in the future:
Awair Omni’s response to the server disconnection was an anomaly, one that we have addressed and debugged to make sure that it does not occur in the future.
Additionally, we have internally set up cross-checks within the company regarding the ownership of the certification renewal to guarantee that a lapse in renewal time will not be a repeated incident.
We are deeply apologetic for the inconvenience caused by this disruption in service. We are immensely appreciative of your patience and support as we grow as a global company. If you find that your team or your Omni devices continue to have any issues following a power cycle, please reach out to firstname.lastname@example.org.