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Some Agents Stopped Working

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GeorgiTsatsev

Dear Domotz Users,    
 
Symptom
Please be aware that we are currently experiencing a problem on some Domotz Agents that marks them offline and makes them unreachable. This is primarily affecting the users outside of the US/North American countries.  Domotz is actively working on the resolution of this issue to minimize the impact to you and your customers.
 
Agents Affected
QNAP
Synology
Raspberry Pi
Virtual Machine - Debian
Domotz Boxes

 

Agents that were affected were running older versions of the Domotz Package (older than 2.1.4).   Agents that had the latest package should not be affected by this issue (2.1.4 or higher).

 

Root Cause
Domotz is constantly updating the agent software to improve features and ensure device and network security.   In this instance, Domotz was doing a routine agent upgrade and Agents that had older versions of the package running on the hardware ended up in an offline state.  
 
 
Resolution
Domotz is actively working to bring back Domotz Boxes.  We have been able to recover a majority of the Domotz Boxes that had this issue through the Provisioning channel (a parallell channel to the software, mainly used for maintenance and provisioning).   For QNAP, Synology, Raspberry Pi and VM installations, it may be necessary for you to reinstall the latest Domotz software.  


You can find instructions for updating to the latest version for the Raspberry Pi and VM version might be found on the Domotz Portal (https://portal.domotz.com --> Domotz Software --> Install Instruction for Raspberry Pi and Debian).

 

The new package (2.1.4) has been published on the QNAP store (available for x86-64 models and ARM x41 models (x31+, x31P, x31P2, x31X, X35) with QTS 4.3.0 and above), and on the Synology store.

 

We sincerely apologize for any inconvenience caused by this outage. We appreciate the fact that this affects your operations and will do our best to minimize the impact. 

 

Regards,
The Domotz Support Team

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