Service Status & Known Issues

Service Status Update

You can find the latest information regarding critical service issues and their statuses here. For ongoing software and firmware bugs, please refer to this page

April 10, 2024, 8:00 AM Pacific Time - Update: The issue with creating Vilo accounts and resetting the password has now been resolved. 

April 9, 2024, 11:45 AM Pacific Time - Currently there is an issue when trying to create a new Vilo Account in the app and ISP portal & resetting account passwords. Our engineers are investigating and working on a fix. Thank you for your patience and understanding. 

November 17, 2023, 6:00 AM Pacific Time - The Speed Check feature in the ISP Portal has been fixed for both Vilo 5 and Vilo 6. For Vilo 6, please make sure you upgrade to the latest firmware version (the fix for this was in version 5.17.0.109). Thank you for your patience and understanding. 

November 2, 2023, 6:53 AM Pacific Time - The Speed Check feature in the ISP Portal is not displaying results at this time. Our engineers are actively working on a fix to resolve this. We will update this page with status updates until it has been resolved. Thank you for your patience and we apologize for any inconvenience this has caused. 

October 11, 2023, 7:56 AM Pacific Time - Update: The Usage Report issue has been fixed. 

September 13, 2023, 8:05 AM Pacific Time - Update: Connected Devices should now be appearing as normal, but the Usage Report is not working in the Vilo App and ISP Portal. We will update this page with a status update once it has been resolved.

September 12, 2023, 8:37 AM Pacific Time - We have received reports of issues with the devices page in the Vilo App and ISP Portal not displaying information correctly. Our engineers are actively working on a fix to resolve this. We will update this page with status updates until it has been resolved. Thank you for your patience and we apologize for any inconvenience this has caused. 

August 1, 2023, 8:15 AM Pacific Time - Update: This issue is now resolved. 

August 1, 2023, 8:00 AM Pacific Time - Our engineers have identified a server issue affecting the installation of new networks (from the portal & app) and are actively working on a fix to resolve this. We will update this page with status updates until it has been resolved. Thank you for your patience and we apologize for any inconvenience this has caused. 

July 18, 2023, 1:08 PM Pacific Time -Update: The usage report issue is now resolved. Thank you for your patience and understanding. 

July 17, 2023, 7:15 AM Pacific Time - Update: The usage report issue is still not resolved. Thank you for your patience as our engineers continue to work on a fix. 

July 7, 2023, 10:00 AM Pacific Time - We have identified an issue with usage report data not being shown. Our engineers are actively working to resolve this and we will update this page with status updates until it has been resolved. Thank you for your patience and we apologize for any inconvenience this has caused. 

Feb 2, 2023, 8:45 AM Pacific Time - Update: The issues have now been resolved. This includes being unable to sign into the app, installing Vilos using the app or Remote Configuration, and Vilos appearing offline after rebooting. 

Feb 2, 2023, 8:20 AM Pacific Time - Update: The 1002 time-out error related to setting up Vilos has now been resolved. We are checking to make sure there are no other areas of impact. 

Feb 2, 2023, 6:08 AM Pacific Time - We have reports of being unable to install Vilos via the app (1002 time-out error) as well as being unable to log into the app. Our engineers are actively working to resolve this and we will update this page when we have more information. Thank you for your patience and we apologize for any inconvenience this has caused.  

Dec 30, 2022, 7:07 AM Pacific Time - Update: The "Failed to connect to server" error in the Vilo ISP Portal has been fixed. Thank you for your patience. 

Dec 12, 2022, 1:10 PM Pacific Time -  Update: There is an intermittent  "Failed to connect to server" error in the Vilo ISP Portal. This is because of an AWS CORS error. Our engineers are actively investigating and we will update this page when we have more information. ETA for a fix is the end of December. 

Dec 7, 2022, 11:00 AM Pacific Time -  We are aware of an AWS (Amazon Web Services) issue. We are monitoring the status and will update this page when we have more information. 

Aug 17, 2022, 6:53 AM Pacific Time - Update: The firmware upgrade issue has been resolved

Aug 16, 2022, 10:10 AM Pacific Time - Update: We have discovered the root cause of the issue and are working on a solution. The ETA is tomorrow. We will continue to provide updates here.

Aug 16, 2022, 7:30 AM Pacific Time - We have received reports that firmware upgrades are not working in the Vilo App and Vilo ISP Portal. We are investigating this and we apologize for any inconvenience this may have caused. We will continue to provide updates here.

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