Certainly is. Critical information about downtime and updates needs to be pushed from the provider to customers (i.e. in-app messages and email to the customer’s registered address), not the other way around, with customers going looking for information.
"Unable to connect to application server." and phone and chat supports are down... What the flying f***?
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My inquiry to eufy was re: dependency on eufy servers for video access/recall. Response below:
Thanks for contact us.
We appreciate your support with eufy and please be assured that we always take customer satisfaction and user privacy as our top concern. Having more and more users worldwide, the server needs upgrades to accommodate the expanding scale. For better user experience in the future and for system maintenance, we were performing a system upgrading but unfortunately, some users were unable to use the eufy security app as normal. So sorry for the inconvenience caused. The concerns that arose in this issue will be documented for internal improvement and to ensure that the same issue won’t happen again in the future.
The video data is encrypted and saved on local HomeBase indeed. Video data streams directly from HomeBase to the eufy security app and the communication between them is carried out through the P2P connection. Nowadays, remote access is mandatory for most people. Therefore, we have developed the architecture starting from this demand. The App relies on the server as an address book to find the HomeBase and locate the video. We think the key concern here is whether the video data is uploaded to the cloud. No worries about it! Users’ videos are all kept in the Homebase, only users with the correct eufy account information can get access to those videos.
Hope that helps and do not hesitate to email us if you have any other inquiry
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I was previously getting the “application server” errors in the app, at various times during the past week, but the app would stay logged in and I could still view the live stream from my video doorbell.
As of this morning, I’m logged out and can’t log back in. Live stream is still available from eufylife.com, but all events, ability to respond to visitors, etc. is gone without the app.
[EDIT] - holy shit, I just realized that the date on this thread is JUNE 12, not july. I thought they’d been having server problems for a week, but it’s been a month!
July 15, 2020, customer support advised that I download the latest App version is (V1.8.1).
Errors have subsided quite a bit since update.
Interesting, the App Store (iOS) did not alert of an available update; had to search for eufy security to discover. Available update alerts are (usually) automatic, if I’m not mistaken.
fwiw - the problem seemed to fix itself, sometime about a day after I opened a support ticket. (Still no response on the ticket, though.) I had already been on the latest app version on my phone - that was the first thing I tried. Though I did have an ipad that was on the previous app version.
Once I was able to log in to the app, I noticed in the system messages section that the doorbell software itself had updated on the morning of the 17th - so, right around the time I noticed I couldn’t log in to the app.
So either the latest doorbell software somehow confused things for a period of time, or having one device on an older app did, or it was a transient problem on Eufy’s side.
I did notice during the time when the app was logged in, but was getting “server unreachable” errors that the quick voice response feature was disabled, as well as the events viewer. Super irritating that nothing works without phoning home to Eufy, except the actual ringing of the bell.