The network disconnection issue appears to be caused by latency variability in communication between devices deployed at remote sites in your region and AWS servers located in South Korea.

Due to long-distance communication, when internet routes become congested, devices may fail to receive responses within the expected time, leading to frequent disconnections.

Improvement Implemented

To address this issue, starting from the firmware version released on April 2, 2026,
a new feature has been introduced:

Automatic adjustment of MQTT timeout based on measured MQTT latency

This enhancement improves communication stability under fluctuating network conditions.

Issue Example

There are differences in firmware versions across the two sites.

  • In the case of L place, only a small number of disconnections were observed, and most of them appear to have recovered almost immediately.

Place Name

Device SN

FW Version

# of Last 1 week (Apr 17 - 23) disconnect logs

M place

538xxxxxx

2025.9.19

5

538xxxxxx

2025.9.19

4246

L place

538xxxxxx

2026.4.2

2

538xxxxxx

2026.4.2

6

 

Required Action

For now, it is necessary to:

  • Update the firmware to the latest version 

  • Firmware updates can be performed remotely via the portal.

Even if a device is currently offline:

  • The update command can still be issued

  • The device will automatically perform the update once it reconnects

Important Note\

Since remote updates are fully supported,
? it is recommended that the each branch team provides remote support directly, without requiring physical intervention.

Network Issue Handling Procedure

For faster and more effective support, please follow the steps below when analyzing and reporting issues:

  1. Request admin access

    • Ask the customer to invite you as an administrator to the relevant place group and place

    • (Required due to privacy/data protection policies)

  2. Check firmware version

    • Ensure the device is running the latest firmware

    • If not, proceed with an update (especially important for this issue)

  3. Analyze disconnection events

    • Check the number of network disconnection events

    • Verify recovery times

    • If the frequency is abnormally high, use the monitoring page to count occurrences (apply filters as needed)

  4. Maintain device online & escalate

    • Request the customer to keep the affected device online as much as possible

    • Open a support ticket and coordinate with HQ development team

    • Proceed with follow-up (FU) together with TSS