Sesame API no longer working Error: Network Error

steveisles 2019-05-22 00:21:31 UTC #1

My Sesame recently stopped working via the Rest API. It can not be unlocked or locked via the API. It does seem to work from the Sesame Access Point or via Bluetooth directly, so there seems to be a problem with the Sesame API. From my.candyhouse.co I tried to click on the status to change it from locked to unlocked but I get a popup box "Error: Network Error" @jerming @cim is there a known issue with the Sesame API Server?

cim 2019-05-22 04:04:46 UTC #2

Sorry to hear about this issue! It's important to us to check this out and get it resolved. Can you send us a screenshot of the error so we can forward it to our devs? Thanks so much! - CANDY HOUSE

steveisles 2019-05-22 23:04:17 UTC #3

So, the API sometimes does work (via the homebridge plugin) but after a much longer day than usual, and the status often is a timeout,

Here is what happens after I go to my.candyhouse.com and click on the status lock symbol (see screeshot):

After I click on it I get the Error: Network Error as shown below:

cim 2019-05-23 09:59:36 UTC #4

Thanks for the screenshot! It looks like there was a UI bug with the dashboard causing the generic Network Error message to be shown instead of the specific errors provided by the API. We appreciate you letting us know about this so we can fix it! It should be fixed now and show the correct error information. Can you try again and let us know what the error message shows now? Thanks so much! - CANDY HOUSE

steveisles 2019-05-23 17:29:13 UTC #5

Now when I click I get the animated "..." progress indicator, but that never stops, even after 4 minutes:

As I speak that indicator is still being shown...

Note: that API commands sent via the Sesame HomeBridge plugin do sometimes go through, but it is hit or miss, can be 30+ seconds later, and often the status reported back is "lock not responding."

Connecting to the Access Point from outside the home via the iOS app sometimes works but often it shows "Sesame Found" but then gets stuck on "Connecting..." So there is definitely something up with the server or the access point...

cim 2019-05-27 06:14:33 UTC #6

We've emailed you about this issue, please try our suggested steps and let us know your shipping information if the situation doesn't improve so we can send you a replacement Wi-Fi Access Point. Thank you! - CANDY HOUSE

steveisles 2019-05-27 15:26:11 UTC #7

I realized the source of the problem since my initial messages: I was actually getting Bluetooth connectivity issues but wasn’t sure of the cause. Later it became obvious: I recently relocated the access point to the same distance from the lock (~10 feet) but instead of placing it in direct line of sight it was now behind a metal panel. That I believe was negatively impacting the Bluetooth connectivity, and why I reached out. The connection was intermittent so it was not obvious that the relocation was what made the difference.

After my earlier messages I got yet another Bluetooth Connectivity REST API error and then realized I should try to move it closer. I used an extension cord to take the access point out from behind the closet panel and moved it closer to only 3 feet away. The performance is dramatically better now.