Known issues

• 09:00 05/11/2020
  CELLULAR CONNECTION ISSUE:

  Some of our cellular base stations have lost connection to the network.  This has been identified as a  an issue with our  SIM/network provider who said at 08:15:
  “We have identified the reason for the current network incident and are already working on a solution. First parts of the network are already available again. The complete restoration of the service is still being worked on.”

  At 09:33 this was updated:

  “The elimination of the network incident is currently more complicated than expected. At the moment a large number of connections can still not be re-established. We are of course aware of the inconvenience you are facing. Please be assured that we are working at full speed to solve the issue.”

  At 15:45 this was RESOLVED

   

• 09:10 14/08/2020
  SERVER ISSUE:
  

  Microsoft Azure servers appear to be running erratically and may cause service interruption. 

• 18:00 27/05/2020
  SEMI-RESOLVED:
  

  It appears that the service is now running normally.

  We will continue to monitor the performance and work with our service providers to find the cause of the problem

• 12:30 27/05/2020
  UNDER INVESTIGATION:
  From 12:30 today, 27th May, we have been experiencing some performance issues with our servers. This may have resulted some slow response times.

  Our engineers are currently investigating the cause of this problem.

• 10:00 27/05/2020

  DATABASE UPDATE
  Lots of small improvements have been implemented which should result in the more effective operation of the system.

• 12:00 28/04/2020
  RESOLVED: Android app issue
  The issues was identified, code written & tested and the app been updated on the Playstore.

• 10:30 23/04/2020
  UNDER INVESTIGATION: Android app issue
  An issue has been identified where the Acticheck app stops functioning in background mode.

• 09:00 24/02/2020
  Cellular base initiation issues
  

  Withdrawal of service of one of the major UK network providers to our airtime provider has caused issues with the initiation of cellular systems.
  Acticheck engineering department have paused the sale of new cellular systems we can confirm they will initiate consistently.
  We apologise for any inconvenience.

• 02:30 19/12/2019
  RESOLVED: System outage/intermittence
  The system is now functioning normally.
  Acticheck are investigating the cause to improve service delivery in future.

  23:30 18/12/2019
  System outage/intermittence
  

  Service issues have been identified leading to intermittent connectivity. Service users may have received an automated email suggesting they check their system.

• 07:03 23/10/2019
  RESOLVED: System outage
  Tests indicate that the system is now fully functional.
  Acticheck are reviewing what steps can be taken to mitigate against any future occurances.

  22:07 22/10/2019
  System outage
  

  Microsoft, a key service provider, have service issues at their Western Europe data centre which resulted in the Acticheck service being unavailable.

• 13:23 05/12/2018
  RESOLVED: Intermittent Service

  10:00 05/12/2018
  ONGOING: Intermittent Service

  We are experiencing some intermittent service issues with our Web Server. This can result in the an Acticheck base timeout as indicated by the INTERNET light flashing. The system can still raise alerts although the band may not buzz to confirm.

  We are working with our partners to fix this problem.

• 10:30 06/09/2018
  RESOLVED: Non-delivery of some Wellness check-ins

  20:30 05/09/2018
  REPORTED: Non-delivery of some Wellness check-ins
  This issue is being investigated.

• 08:30 05/09/2018
  NOTIFICATION: Service upgrade – server maintenance.
  To initiate improvements to the service delivery there will be a short period of server maintenance shortly after 09:00.
  This should not impact on service provision.

• 08:20 27/08/2018
  RESOLVED: Issue with rebooting bases.

  17.45 23/08/2018
  REPORTED: Issue with rebooting bases.
  Following an regular update of our system we are experiencing problems when the Acticheck base reboots. This is indicated by the base flashing the ATTENTION light with the INTERNET light on.
  
  We are working to remedy this problem. In the meantime do not turn off you base. If you are experiencing this problem then there is a temporary workaround:

  • Turn off the power from the base
  • Press and hold the VOLUME DOWN button on the base while turning the power on
  • The base should immediately make a short BEEP noise and will continue to work as normal until the power is turned off again
• 09:45 04/05/2018

  RESOLVED: Issue with automatic service emails such as ‘All OK confirmations’ being rejected.

  The settings for sending emails have been reviewed and adjusted to reflect the latest standards but this has not solved the issue for BTinternet emails. The issue has been raised with BT.

• 09:00 27/04/2018

  Issue with automatic service emails such as ‘All OK confirmations’ being rejected.

  It has been noted that email messages being sent to btinternet.com addresses are failing to reach the recipients.
  It appears BT may have changed their method of filtering for SPAM
• 10:00 08/01/2018

  RESOLVED: Issue with server response time potentially affecting service delivery.

  The server speeds have been as expected for the last since last Friday; we will continue to monitor but this issues appears resolved.
• 17:00 04/01/2018

  Issue with server response time potentially affecting service delivery.

  A temporary slow down in the responsiveness of our service due to a service update from Microsoft to our Azure web services platform. We are in communication with Microsoft to determine the cause of the service update. This will only have affected a small number of our customers and no customer data has been placed at risk.
  We will update with further information as it is received.
• 16:00 14/10/2017

  RESOLVED: Issue with email messages being sent multiple times

• Issue with email messages being sent multiple times. Under investigation.
• SOLUTION: Always select ‘Leave page’.

• On some of the portal pages a browser panel appears warning the user they are about to leave a page when they select SAVE CHANGES. This is browser dependent. The workaround is to always select Leave Page.
• 15:30 12/10/2017

  RESOLVED: Time shown on graph now correct.

• The time shown on the axis of the graph is 1 hour out however the time shown when you hover over the line and incidents is correct.
• 12:30 21/09/2017

  FIXED: Map position shows correctly.

• No postcode validation. If an invalid postcode is entered the map will not display the correct position.

Releases

18th April 2017

• Critical bug fix to overcome problem with wellness checks which were falsely reporting confirmed.

7th April 2017

• Critical bug fix to overcome problem with worn detection.

6th April 2017

Major new release with new features:

• Support for mobile Apps
• Improved detection of band being worn
• Room temperature warnings
• Improved fall detection with fewer false alarms