Solar page not showing ?!

I see the “now” output on my desktop


but when I try to view today’s solar numbers:

just some moving dots…

Same on my android app.

Status.sense.com shows this

Anyone else seeing this ?

1 Like

Came here to report issues also, no info showing on historical data, looks like we may be down again.

1 Like

Thanks for confirming it is not just me!
Opened ticket with support
@JamesDrewAtSense will probably get the ticket and have it fixed!
Statistics page will keep showing 100% available as it always does.
Because marketing …

8 months and waiting for simple website issues here because marketing…heh

I opened support ticket with this content

=============================
Subject: Solar page data not showing
See
link to this thread Solar page not showing ?!

=============================

I just got this answer:

Akshay R (Sense)

Jul 17, 2024, 11:50 AM EDT

Hello Danny,

Thanks for contacting Sense Support!

I understand that you are experiencing difficulty viewing today’s solar numbers on both your desktop and Android app. For us to dive into this matter, we would like to have a few information So that we can resolve this issue together, please provide the following:

  1. A screenshot/screen recording of the Sense app UI error/issue you are experiencing.

  2. The Sense mobile app version and build number which can be found in Settings > About Sense in the Sense mobile app.

  3. The OS and device you are using (i.e. iOS Iphone 12, Android S6, etc.)

Once I receive this essential information, I will escalate to the appropriate team.

Regards
Akshay.R
Sense Support

==================

My reply:

I gave you a link to the SENSE FORUM
It has all the information you are looking for:
screenshots and confirmation other customers have the same issue

Would it really be too much to ask if you would click on the link I provided before giving me a reply ?
I don’t feel taken seriously as a customer with your answer.
Not that I expected anything else but an answer like this.
My years of experience dealing with Sense support has made me bitter.

Looking forward to hearing from you

===================

It is true what is known as universal wisdom:
You get what you pay for

========================

UPDATE

Akshay R (Sense)

Jul 17, 2024, 12:13 PM EDT

Hi Danny

I apologize for the inconvenience I have escalated this issue to one of our senior support agents for further assistance. We will respond to you with an update within the next business day.

If you have additional questions or information to add in the meantime, feel free to respond back.

Thanks,
Akshay R
Sense Customer Support

===========

I assume they forwarded this to @JamesDrewAtSense now!

I just got a reply from @JamesDrewAtSense

I am not particularly impressed with his reply
"This was… a very brief outage, except it seemed more like a hiccup as it didn’t seem to affect everyone, and we were on it pretty quickly. "

15 hours ago I posted this on the forum.
In my perception 15 hours is NOT a “very brief outage”
It is resolved for me …
Oh well…

Hi all,

It appears there may have been a slight hiccup this morning, causing the dashboard to not display as expected. Can you check the app again and confirm if you are still having this issue? If you are, please log out of the Sense app and log back in again. Please then confirm if the issue persists.

I have checked on my end, and it appears everything works as expected for you. The site stability engineers also confirmed this and are monitoring the situation further.

If you continue to have this issue, let me know so I can investigate further. It could be something else.

Thanks again for your patience for us while we work on this! confirmed

Since yesterday evening, took 15 hours to get fixed.

Hi Danny

I got you. I am sorry I didn’t clarify anything further.
I admit I’ve been trying to get a lot of things done, but I am a little pressed on the details.

  1. There was a slight outage around 11 PM - as I was going to sleep on the East Coast. I know in CA / West Coast, it would have been 8ish PM more noticeable. I didn’t see this until today. The site reliably engineer and other did spot it resolved it. When I checked my Sense app in the morning, it seemed to work as expected. I didn’t know there was an outage until I got to the office.
  2. Once I got to Sense, the issue was reported as resolved, and it seemed so.
  3. Turns out there were some residual issues, which I helped confirm. The team got back to work and should have resolved them. So there was a gap where things should have worked and seemed to.
  4. The issue should now be resolved. I said hiccup, small outage as it was intermittent, and folks were on it pretty quickly without a lot of delay.

Sorry if I was short on details a lot to do. I did say I was going to update here, though, which you beat me to it, which is fine.

I’m happy to be as open as I can, I guess I didn’t realize the issue seemed to affect more folks than I guaged. Sorry about that.

3 Likes