Between 3:06 and 3:12am all Kasa plugs (I have many) stopped reporting to Sense. Plugs continue to work in Kasa app and Alexa.
Natively detected devices are lagging and time stamped up to 10min after time bubbles appear.
Power cycling Sense and router did not resolve issue.
@JuliaAtSense, should each of us contact firstname.lastname@example.org or are they aware and working with engineering on a blanket solution of all users ? Does anybody need more data / access to accounts to figure out ?
Yet again Sense support responds to another one of my tickets with a generic cut and paste response.
Amir with Sense Customer Support believes the fix for this issue is for everyone to reset all of our smart plugs, then after resetting the plugs we need to make sure the device is plugged into the smart plugs is turned on. That will refresh the network and announce themselves so Sense can recognize them.
Sense really needs to reconsider subcontracting Goodbay Technologies to outsource Customer Service overseas. It embarrassing, chapening out the Sense brand to something we would come to expect from a no name product sold on AliExpress or Alibaba.
Between CS, recent outages, failed integrations, Improvements announced over 2 years ago yet to come to fruition, etc… I really hope Sense finds a way to get back on track as this is not a good sign as to the future direction of a product we are so invested in with high hopes of living up to it’s claimed potential.
I bet you the handouts Sense prepares for the next round of finance has all the buzz words:
world leader in […]
But realistic support for end users ?
I opened several tickets over the many years I have sense.
When there is something they don’t (want to have) an answer to, they always say the magic words “we will look into it” and turn it into a cold case.
This could have been so nice.
Why spent money on fixing elementary issues when you can get more new money with promises/visions of the future.
I know the most likely scenario how this is going to end…
After a couple hours with the Kitchen Lights turned on, the Wiser integration is still showing a few crazy measurement spikes, but nothing like I was seeing with the version of firmware that stoppered up Kasa reporting.
I’m not aware of a beta. I do know that Sense rolls firmware out across customers over a few days. There’s a chance that we received the production firmware ahead of you and spotted the issue. We’ll see if you get the same within a few days.