Update - March 5, 2024:
We are pleased to announce that after significant troubleshooting, the root cause of the intermittent connectivity issue has been identified, and a solution has been implemented. Continuous monitoring has demonstrated that connectivity has returned to normal and the issue is fully resolved.
Update - February 28, 2024:
We are pleased to report that the service provider has implemented a solution that has greatly improved the intermittent connectivity issue. We continue to monitor device traffic to ensure consistent connectivity.
We will provide the next update in four business days, or sooner if the situation is fully resolved.
Update - February 22, 2024:
We continue to work with the cellular carrier to resolve the ongoing intermittent connectivity issue. Both Blackline Safety and the cellular carrier are dedicated to resolving the issue as quickly as possible.
We appreciate your patience and understanding as we work to restore normal service. We will continue to provide further updates every four business days, or sooner if there are any notable developments.
Update - February 16, 2024:
We continue to work to resolve the intermittent connectivity issue. Despite ongoing collaboration with the cellular carrier, there have been no significant advancements since our last update.
We appreciate your patience and understanding as we work to address this issue promptly. We will continue to provide further updates every four business days or sooner if there are any notable developments.
Update - February 12, 2024:
Both our team and the cellular carrier are dedicated to resolving the ongoing issue. While we do not have a specific timeframe for resolution yet, every effort is being made to restore normal service.
We will provide progress updates as the situation changes and regular updates every four business days.
Update - February 6, 2024:
The cellular carrier is actively working to resolve the issue but does not have an estimated time for resolution.
We will provide updates as the situation changes and regular updates every four business days.
Update - February 1, 2024:
We have escalated the intermittent connectivity issue to the cellular carrier. They have acknowledged the issue and are actively working to resolve it.
We will provide another update in 2 business days.
Original post - January 30, 2024:
We have received reports that some Canadian customers are experiencing intermittent network connectivity interruptions for their Blackline Safety devices, causing the green SureSafe LED light to flash.
We have investigated and determined that the issue is related to one of our Canadian cellular carriers. The interrupted connectivity affects Canadian devices only. No data is lost during the interruptions.
We are urgently working to resolve this issue and will provide regular updates every 2 business days.
If you are experiencing this issue, please contact our Technical Support team.
Blackline Safety is committed to the safety and performance of your team. We take issues of safety and quality very seriously and apologize for the issues you are experiencing.
TECHNICAL SUPPORT
North America (24 hours)
Toll Free: 1-877-869-7212 | support@blacklinesafety.com
United Kingdom (8am-5pm GMT)
+44 1787 222684 | eusupport@blacklinesafety.com
International (24 hours)
+1-403-451-0327 | support@blacklinesafety.com