We are currently monitoring and investigating an issue that is affecting a subset of devices connected to our ABB Ability™ Energy Manager and Smart Tracker platforms.
Around 2% of the provisioned devices are currently mistakenly reported as disconnected, whereas they are alive and transmitting telemetries instead.
Realtime data might be missing for the impacted devices, however no long-term data loss is expected since the live telemetry never stopped.
An update will be provided as events warrant.
We apologize for the inconvenience.
Update posted on April 17, 2025, 1:25 p.m.
Such data will be recomputed in background and made available over next several hours.
Update posted on April 17, 2025, 12:21 p.m.
As the final step of the ongoing mitigation being applied all devices might result as temporarily disconnected for about 10 - 15 minutes. Data is being processed with a delay, but no data will be lost.
For a small subset of devices, some data might not be available in the time range between 10:00 AM UTC and 12:00 PM UTC. Such data will be recomputed in background and made available over next several hours.
Update posted on April 17, 2025, 9:40 a.m.
As part of the mitigation being done all devices might result as temporarily disconnected for about 10 - 15 minutes. Data is being processed with a delay, but no data will be lost.
A subset of devices impacted by the original incident are expecting to take more time to appear as fully connected, with a delay up to 2 hrs.
Update posted on April 16, 2025, 10:36 a.m.
The root cause of the issue has been identified and a mitigation is being performed to speed up the data processing recovery for the impacted devices.
The ABB Ability™ Energy Manager, Asset Health and Smart Tracker platform will be under maintenance on March 18, 2025.
A new version, R25Q1.2, of the platform will be released.
Expected impact:
- Brief web services disruptions (less than 10 minutes) may occur during the entire maintenance window
- Telemetry processing can be delayed up to 90 minutes between 8:00 AM to 10:00 AM UTC
- devices may appear as disconnected during such time and alarms triggered with a delay
- some gaps in the data trend might be shown in the widgets and reports; missing data points will be backfilled within 24 hours
- Device and site commissioning will not be impacted, but delays in the connectivity status reporting are expected between 8:00 AM to 10:00 AM UTC
It has been identified that between Jan 16th 3:00 PM UTC and Jan 17th 11:00 AM UTC a service degradation occurred in our IoT provisioning service.
The service degradation may have impact new provisioning performed over this time window, requiring multiple provisioning trials to be made.
The issue has been identified to be caused by a misbehaving device. The device has been isolated, and the service fully restored.