Yale Security UK says it is repairing its online systems after some unplanned maintenance turned into a total outage – and prevented folks from controlling their Yale smart home alarms via its smartphone app.
The locksmith said it was working through the night into Friday morning to address the gremlins that had left its users unable to use the application, which can enable or disable the internet-connected security alarms, and so on.
"We’re very sorry but whilst working to fix the app we have experienced an unforeseen issue and the app is now temporarily unavailable," a Yale spokesperson said. "We can only apologise for the inconvenience this is causing our customers. Our team are continuing to work through the night to restore app functionality."
Though Yale says users can still configure their alarms through the keypad and keyfob units, some customers reported being unable to turn their home alarms on or off – particular those who relied on just the phone app...
I’m an engineer, I work in IT, this is not acceptable. Who signed this work off? What was the rollback plan ? Call yourselves a security company ? Shameful. @BBCBreaking @Channel4News @BBCRadio4 @CNN @Reuters here is a story for you! I can’t enter my property I only have the App!— PJ Morgan (@PJ32UK) October 11, 2018
This comes after Yale warned the day before that punters to expect some downtime from unscheduled maintenance.
🚨 We're performing unplanned network maintenance and during this time some of our customers may experience connection issues.— Yale UK (@YaleSecurity) October 10, 2018
Whilst we’re working hard to bring you a fix as soon as possible, we expect this may take up to 24 hours. Please watch this space for status updates 👩🔧
As the day dragged on, however, the outage was still going on.
Partial functionality has now been restored to our Yale Home App. Some customers may still experience disruption to their notifications. However, you will be able to arm and disarm your alarm via the app.— Yale UK (@YaleSecurity) October 11, 2018
We apologise to our customers who have been affected by this.
Some smart home alarm customers may still be experiencing app notification issues. you can still arm and disarm your alarm via your app, keypad or key fob. We'd like to reassure our customers that your alarm is still working and remains completely secure.— Yale UK (@YaleSecurity) October 11, 2018
Then it went from bad to potentially catastrophic:
We’re very sorry but whilst working to fix the app we have experienced an unforeseen issue and the app is now temporarily unavailable. We can only apologise for the inconvenience this is causing our customers. Our team are continuing to work through the night to restore the app— Yale UK (@YaleSecurity) October 11, 2018
We are awaiting word from Yale on when the issue will be resolved completely. Until then, you'd be wise to dig up that keyfob and keep it handy. ®