As of April 3rd at 12:30 AM (Eastern Time), the root issue was resolved. No further users will be impacted. If you're experiencing residual effects of the issue, please reach out to Tech Support for resolution. Additionally, we’re actively working on a new version of the app to fully address this issue for impacted users.
We will dive deeper into root causes and provide you with details on how we will improve our services. Thank you for your patience and understanding.
Your Snap One Engineering team
Posted Apr 16, 2025 - 11:42 EDT
Identified
After further investigation, we’ve identified that this issue was caused by an abnormal token being loaded in the iOS app during a server update. This only impacts users who closed the app in the background between March 31st at 5:51 AM and April 3rd at 12:30 AM (Eastern Time).
“Closing the app in the background” includes:
* Restarting the iOS device * Performing an iOS update * Force closing the Luma View app via the swipe-up gesture * New installation of Luma View app
Please note: If the app remained in deep sleep during that time, it will not be affected.
We’re actively working on a new version of the app to fully address this issue. However, if you or your customers need an immediate fix, please reach out to our tech support.
We apologize for the inconvenience and thank you for your patience and understanding.
Posted Apr 11, 2025 - 17:58 EDT
Investigating
We are actively investigating the root cause of an issue affecting some users who are not receiving push notifications on iOS devices when using Luma View Mobile APP.
In the meantime, we do have a workaround available. If you or your customers encounter this issue, please contact our technical support team for assistance and instructions on how to resolve it.
Thank you for your patience and sorry for the inconvenience, Your Snap One Engineering team
Posted Apr 08, 2025 - 15:26 EDT
This incident affected: Luma Service Health (Mobile App: Luma View).