Update - We are continuing to investigate this issue.
Jul 28, 2022 - 13:40 EDT
Jul 28, 2022 - 13:40 EDT
Update - We continue to investigate an Intercom Anywhere issue where less than 8% of calls connect without video. We have been working with the leading mobile carriers and testing various scenarios to replicate the incident and identify a solution.
Given the complex nature of intercom calls, we have not yet found a root cause. However, our testing has identified a strong correlation between video loss and network connectivity. Specifically:
Slow upload speed or throttling by ISP or mobile provide
Video failure (SIP limiting) on cellular networks (especially 5G)
Poor network connections
Partner Actions:
If you encounter this issue, please ensure that the project's ISP can sustain at least 10mbps upload speeds. Other network considerations should also be checked, such as the Chime Video Doorbell's internet connectivity.
Ensure that the Chime settings are configured appropriately within Composer Pro, and configure the following settings to maximize the Chime's performance even in poor network conditions.
Select the Chime Video Doorbell in System Design, select the Video Settings page, configure the Intercom (sub) stream:
Frame Size -- 1024x768
Max FPS -- 15
Bit Rate Control -- Constrained
Quality -- Excellent
Max Bit Rate -- 1 Mbps
Policy -- Frame Rate Priority
For more information on this issue and best practices for configuring intercom, please refer to the following article: https://tech.control4.com/s/article/Video-not-Displaying-on-Intercom-Call
We will continue to work to improve the customer experience with Intercom Anywhere, even when proper network conditions cannot be met.
Jul 21, 2022 - 05:25 EDT
Given the complex nature of intercom calls, we have not yet found a root cause. However, our testing has identified a strong correlation between video loss and network connectivity. Specifically:
Slow upload speed or throttling by ISP or mobile provide
Video failure (SIP limiting) on cellular networks (especially 5G)
Poor network connections
Partner Actions:
If you encounter this issue, please ensure that the project's ISP can sustain at least 10mbps upload speeds. Other network considerations should also be checked, such as the Chime Video Doorbell's internet connectivity.
Ensure that the Chime settings are configured appropriately within Composer Pro, and configure the following settings to maximize the Chime's performance even in poor network conditions.
Select the Chime Video Doorbell in System Design, select the Video Settings page, configure the Intercom (sub) stream:
Frame Size -- 1024x768
Max FPS -- 15
Bit Rate Control -- Constrained
Quality -- Excellent
Max Bit Rate -- 1 Mbps
Policy -- Frame Rate Priority
For more information on this issue and best practices for configuring intercom, please refer to the following article: https://tech.control4.com/s/article/Video-not-Displaying-on-Intercom-Call
We will continue to work to improve the customer experience with Intercom Anywhere, even when proper network conditions cannot be met.
Jul 21, 2022 - 05:25 EDT
Investigating - We have identified an Intercom Anywhere issue where less than 8% of total calls are connecting with audio only. The vast majority of this happens when the user is on their mobile carrier connection. We are aware and actively investigating root cause. More details to follow. Thanks, Your Snap One Engineering team.
Jul 01, 2022 - 13:51 EDT
Jul 01, 2022 - 13:51 EDT
About This Site
Status of Snap One Product Platform Cloud Sites and Services.
End-Customer Services Health
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Operational
Mobile App: Control4 Intercom Anywhere Android
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Operational
Mobile App: Control4 Intercom Anywhere iOS
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Operational
Mobile App: Control4 OS 2.x Android
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Operational
Mobile App: Control4 OS 3.x Android
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Operational
Mobile App: Control4 OS 2.x iOS
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Operational
Mobile App: Control4 OS 3.x iOS
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Operational
Mobile App: LumaLink
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Operational
Mobile App: OvrC Connect
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Operational
Service: Control4 Access Anywhere
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Operational
Service: Control4 Alexa
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Operational
Service: Control4 APIs
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Operational
Service: Control4 Google Assistant
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Operational
Service: Control4 Intercom Anywhere
Operational
Service: Control4 Storage
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Operational
Service: Control4 Updates
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Operational
Service: Control4 Weather
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Operational
Service: Control4 When >> Then
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Operational
Service: Snap One DDNS [Luma, Wattbox, and other products]
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Operational
Website: www.control4.com
Operational
Website: customer.control4.com
Operational
Website: triadspeakers.com
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Operational
Partner Services Health
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Operational
Service: Control4 Composer Express
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Operational
Service: Control4 Composer Pro
Operational
Service: Control4 Drivers
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Operational
Service: Ihiji Invision
Operational
Service: OvrC Device Communication & Configuration
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Operational
Service: OvrC Firmware Updates
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Operational
Service: OvrC Login
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Operational
Service: OvrC Notifications
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Operational
Service: OvrC Public APIs
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Operational
Service: OvrC Web Connect
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Operational
Service: Pakedge BakPak
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Operational
Website: dealer.control4.com
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Operational
Website: dealer-emea.control4.com
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Operational
Website: dealer.pakedge.com
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Operational
Website: dealer.triadspeakers.com
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Operational
Website: forums.control4.com
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Operational
Website: my.control4.com
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Operational
Service: OvrC Speed Test
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Operational
Third Party Integrations Health (e.g., Spotify, Jandy, Tidal, etc.)
Operational
Alexa
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Operational
Amazon Music
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Operational
Deezer
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Operational
ecobee
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Operational
Google Nest
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Operational
Google Voice
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Operational
iHeartradio
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Operational
Jandy
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Operational
Napster
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Operational
Pandora
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Operational
Qobuz
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Operational
SiriusXM
Operational
Sonos
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Operational
Soundmachine
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Operational
Spotify
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Operational
Tidal
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Operational
TuneIn
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Operational
Third Party Dependencies Health (e.g., Amazon, Akamai, The Weather Channel, etc.)
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Operational
Akamai
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Operational
Apple APNS
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Operational
Amazon Web Services
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Operational
MongoDB
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Operational
Ookla
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Operational
Paytrace
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Operational
The Weather Channel
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Operational
Paytrace
Operational
Operational
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