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Texecom Cloud & Texecom Connect - Service Reliability Restored

We are pleased to confirm that the Texecom Cloud and Texecom Connect service reliability has been restored.

Our programme of over-the-air SmartCom firmware upgrades has successfully reestablished the reliability of the service. The vast majority of SmartCom communicators that were running old firmware (V2.00.01 and below) have been updated.

There are still a small number of SmartCom communicators running old firmware that we have been unable to update, as we have not been updating systems that are armed. We will continue to attempt to update these remaining systems as they become available.

Should you continue to have any specific site issues please visit our dedicated support area on our forum called ‘Texecom Cloud Issues as of 7/12/19 Support and Troubleshooting’, contact our technical team at techsupport@texe.com or call 01706 212524.

We would like to thank all our installers, and system users, for your patience and understanding during this process.

Texecom Cloud & Texecom Connect - Progress Update 11/12/19

We are continuing to make progress updating the field population of SmartCom communicators that are operating using old firmware revisions (V2.00.01 and below).

We anticipate that the vast majority of SmartCom communicators that are operating using old firmware revisions (V2.00.01 and below) will have been field upgraded by 10:00pm GMT on Friday 13th December.

Since Saturday morning, our Texecom Connect and Texecom Cloud services have continued to be operational without service outages, and our rollout of SmartCom firmware updates is having the desired effect of improving the reliability of both services.

Should you require any assistance please visit our dedicated support area on our forum called ‘Texecom Cloud Issues as of 7/12/19 Support and Troubleshooting’, contact our technical team at techsupport@texe.com or call 01706 212524.

Texecom Cloud & Texecom Connect - Progress Update 09/12/19

Following the recent service outages for Texecom Cloud and Texecom Connect, we have been making progress updating the field population of SmartCom communicators that are operating using old firmware revisions (V2.00.01 and below).

Since Saturday morning, our Texecom Connect and Texecom Cloud services have continued to be operational without service outages, and our rollout of SmartCom firmware updates is having the desired effect of improving the reliability of both services.

We appreciate the inconvenience caused and apologise for these service disruptions. We are working around the clock in order to ensure ongoing service reliability.

What happened previously?

Texecom Cloud and Texecom Connect experienced slow performance and intermittent service outages between 12:00am GMT on Thursday 5th December and 04:00am GMT Saturday 7th December.

This was caused by an initially minor service update cascading into a major issue with the service. The update process caused SmartCom communicators to be temporarily disconnected to the service, which caused communicators running older firmware revisions not to reconnect properly. These SmartComs, in their repeated attempts to reconnect properly, caused a significant load drain on the cloud that caused instability in the service.

In order to ensure reliability in the Texecom Connect and Texecom Cloud services, we have enforced a mandatory over-the-air firmware update to the latest revision, V2.01.05, for all affected SmartCom units.

When did this update process start?

The field population of SmartCom communicators began being updated from Saturday 7th December. We will notify when this process has been completed.

What do I need to do and how will this affect me?

No action is required as this update is happening automatically. The update process results in a temporary loss of remote connectivity using the Texecom Connect App. This takes a few minutes in most cases.

This update does not affect the operation of the Texecom alarm system or peripheral devices, which will continue to operate as normal. Primary alarm signalling is not disrupted.

Should you require any assistance please visit our dedicated support area on our forum called ‘Texecom Cloud Issues as of 7/12/19 Support and Troubleshooting’, contact our technical team at techsupport@texe.com or call 01706 212524.

 

Texecom sponsoring new competition to raise awareness of apprenticeship opportunities in the security and surveillance industry

Texecom sponsoring new competition to raise awareness of apprenticeship opportunities in the security and surveillance industry

Texecom is delighted to be sponsoring, along with CSL and Hikvision, the new Electronic Security Systems Competition at this year’s WorldSkills UK LIVE on 21–23 November at the NEC in Birmingham.

WorldSkills UK and Skills for Security launched the competition to raise awareness of apprenticeship and career opportunities in the security and surveillance industry.

Attracting over 70,000 visitors, WorldSkills UK LIVE is the UK’s largest skills, apprenticeships and careers event.  The event also hosts the National Finals of the WorldSkills UK Competitions which see the UK’s top apprentices and students compete to win Gold, Silver and Bronze in their chosen skill.

This year, for the first time, visitors to LIVE will be able to watch apprentices take part in the Electronic Security Systems Competition which has been designed to reflect the role of an Electronic Security Engineer and the high standards that are expected within the industry.

“Texecom has been a longstanding supporter of engineering apprentice training within the security industry, and we are delighted to partner with WorldSkills UK and Skills for Security for the launch of this competition,” says Clym Brown, Texecom’s Marketing Director. “Electronic security fundamentally protects people’s lives and livelihoods and as such is a very worthwhile endeavour for young people to consider as a career choice. This new competition will highlight the skills and innovation in the industry to a wider audience, as well as increasing the training level and knowledge base of electronic security apprentices already involved.”

As part of its commitment to helping the next generation of security engineers and installers adapt to the digital revolution, Texecom recently launched the Texecom Academy.  Designed to help security professionals get ahead of the digital curve, it redefines what it means to be a security professional by providing the skills, tools and mindset that will define the future of security – for installers and their customers.