Sense app on iOS lost all devices

I received the diagnostic log.

Looking at your logs we have identified that there is an issue related to the device discovery process clearly visible in the logs, but it may take some time for us to figure out how to reproduce it and fix it.

So the work-around currently is to restart the SENSE router, once we identify the problem it's possible to implement a fix to this issue.

Thanks for providing this data for us, it is important and really helps us improve the product.

Best Regards:

Simo / SENSE QA Lead

Thanks for your input. We will discuss about this feature. Obviously our goal is to build a system that should not require user reboots, but if people find that useful we can consider it.

Hi,

I'm experiencing the exact same issue mentioned in this thread. After some time, let's say a couple of days, SENSE app on my iPad is unable to list the connected or protected devices. Networking works on all devices, threats are blocked and so on, but none of the devices are listed so for example settings of those cannot be configured.

After rebooting SENSE router devices appear on the list normally, but the problem persists after some time. I've done numerous reboots over the past weeks and don't bother anymore unless I need to configure something.

I'm using iOS 10.3.3, latest version of SENSE (AFAIK) and have some 40 devices configured to use SENSE. I can provide logs if that helps resolving this, thanks.

my devicelist is also empty, restarting Sense did not help. I am on iOS 11.

I guess Sense works like it should, so I won't reset it to factory defaults and instead wait for a fix.

I would guess that ios 11 is not yet fully supported.

I did also a complete restet of Sense, now the devices are back.

but, of course, my whitelisted sites are gone

haha I like "this doesn't make Sense"

too late for me, the app also did not work as it should. for example, I disabled the protection in the app, closed it, and it was enabled again.

Hi @fs_Simo 

I will send logs and screenshots from the app when I get home today. It worked yesterday before the iOS 11 update, but not after, so something with the update made the device list go "booof away"

Before, when I had this issue, it listed at least the phone as connected device, not it says 0 on both parts.

Sending logs in a few hours.

I took a look at the log,  I can't see anything obvious wrong, except that the clock on SENSE was 2 months in the future when it started and before it had a chance to sync.

The device visibility and online/offline status in the apps is based on the difference of the 'last seen' timestamp it gets from the gadget and the time and date on your phone. If there's a discrepancy of 5 days, the devices are filtered out of view. The idea was that we would automatically filter out devices that remain offline for a longer period of time.

This logic appears to be clearly problematic in some scenarios where the device clock is off and we are already having discussion on how to improve it.

If you can doublecheck that the date/time of your phone  is accurate, then the issue could be on the router side. If rebooting the SENSE router doesn't help (it usually should), you could try a soft-reset of sense (when it's running, 15+ seconds of reset-button and release it), clear the app data and running the setup again.

Apologies for the inconvenience, but please rest assured that this is now one of our near term fix-list items.

Best Regards:

Simo / SENSE QA Lead

Thanks for letting us know,

Can you please clarify what you mean by the norwegian letters:

1) "don't show in the list" = our app keyboard is missing norwegian?

2) "don't show in the list" = it doesn't appear in the devices list on the phone at all because it has a norwegian character in the name?

I have the same problem, i.e. Sense has lost all the devices, that is the device list is completely empty. I noticed this today, so I am nyt sure if this is related to the iOS 11 update on my iPad, or to the update of the Sense App (that was updated yesterday, after the iOS 11 update).

I have experienced a nearly similar problem before after an update to the Sense App. Not completely sure, but I think that at that time the device list showed my iPad, and rebooting Sense resolved the issue. Now the list is completely empty, and rebooting Sense does not help. I am unwilling to try a reset.

Also, not sure if related, but all the event logs are also completely empty in the Sense app (the System and Threat listings that is). I am not sure if this is related to the rebooting of the device I did a couple of times, as I only noticed this a few moments ago.

I in the „Blue state“ and Sense does not change the brightness to dim or off

same here. sense router has no function at the moment

Hi, thanks everyone for providing this info and should be leading us to the right tracks.

We have a likely theory what has happened: Due to a possible bug the iOS client may have overwritten the encryption password (generated during pairing) used for communication between the gadget and the app in some circumstances. Establishing a link between SENSE and the app works (that's why the status is blue) but none of the crucial messages for operating the system can be sent nor received.

We have made some improvements in the client that should hopefully make sure the password is protected from such behavior. The unfortunate bad news is that the only way to recover from this is a system reset and re-install. Also until the fixed client is available, the issue may re-occur for the affected users.

There's still some polishing and testing going on with the iOS client but we hope to make it available soon. I will inform everyone here when the build with a fix is on its way out.

We sincerely apologize for the inconvenience and thank you for your input.