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Explanation On Service Disruption In EU

Update: 

Our EU servers are basically resumed since Jan 8th, 2018, so EU users' devices are online now. If your devices are still offline, please restart your router. You can troubleshoot the problem with this post. Operation History is temporarily closed, it should be enabled latest before Jan. 23rd.

We'd like to give you some additional information about the service disruption that occurred in Europe recently.

The cloud server was deployed on Amazon AWS Germany since mid-2015. With the rapid growth of users and devices, the servers load are under high load. Upgrading the server and server shortly after the New Year holiday was planned.

Unfortunately, the server went down on 1st Jan 2018. When the servers came online again 4 hours later, millions of devices request https connection at the same time. The servers were working under considerably high load. What makes it worse was the servers were under DDOS attack during these few days.

We found some bugs that cannot be found under low load. Coordinate mechanism between the server and the devices should be upgraded as well.

After being fully tested, the EU server will be upgraded in Mid Jan. Come along with More powerful AWS servers, upgraded server architecture, improved attack protection, and better coordinate mechanism.

Finally, we want to apologize for the inconvenience caused for our customers. We will do everything we can to learn from this event and use it to improve our availability even further.