Smart Plug showing incorrect on/off status in the app

[Erik.Wehn]

Two of my smart plugs as of 2 days ago started showing the wrong on/off status in the app. They are turning on/off by their schedules correctly and they’re showing power usage correctly, just the status is wrong.

If I manually push the on/off button once in the app then they don’t actually turn on or off but their status updates and is correct until the next schedule change. If I push the on/off button again then they turn on/off.

[Kevin @ Emporia]

Hi,

We ran into a bit of a cloud-communications issue over the weekend that affected controllable devices like the Smart Plug and EV Charger. The root problem has been fixed within the Emporia cloud as of this morning (06/24/2024) and we’re updating the cloud to reconnect to all controllable devices as of now. EV Chargers should be good to go within the next 30 mins (by 12:00PM noon MDT) and Smart Plugs are in the process of being updated/fixed now. You can try tapping the on/off toggle within the App to get your Smart Plugs reconnected and working again, but we’ll also be running a background process for all Smart Plugs to ensure they’re good to go and that should be wrapped up by 8:00PM MDT today. Toggling the Smart Plugs from within the app now should re-sync them to the cloud and should have you good to go – but if that doesn’t work right away – they should be back to normal by 8:00PM today at the latest. If still running into control issues after that time, feel free to reach out to the Customer Support team directly and we’ll be able to work with you one-on-one to resolve the situation. Thanks!

~Kevin

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