iOS app not loading - ADDTrust External CA Root Expiration issue - 05/30/2020 - Announcements - Rachio Community
iOS app not loading - ADDTrust External CA Root Expiration issue - 05/30/2020
post by laura.bauman on May 30, 2020
We’re experiencing some issues with the Rachio App iOS connection at the moment but our team is working hard to get things back up and running for you as soon as possible.
In the meantime, you should be able to access your Rachio account with an Android device or via the web app: https://app.rach.io/
We apologize for any inconvenience caused and will keep you updated on any progress and resolution.
post by NeutronJon on May 30, 2020
See if you have an expired intermediate certificate between the iOS client and backend. That would explain web and android users being unaffected.
iOS users can work around by setting date to yesterday on their device and then opening app.
post by meckisland on May 30, 2020
Apple Homekit and Samsung Smartthings is another alternative to access your controller from your IOS device while Rachio corrects its IOS app issue.
post by MisterThibodeau on May 30, 2020
Thanks for jumping on this. Will look out for the fix.
post by laura.bauman on May 30, 2020
Hey everyone!
Thank you again for your patience and willing to help us troubleshoot!
I just want to confirm here that everyone’s schedules should be running as normal despite the issue with the iOS app. We’re still working on a fix but wanted to alleviate any concerns that schedules won’t run today.
post by PeteSaykes on May 30, 2020
Hopefully it gets fixed soon. Just installed my new rachio and I’m stuck until the app works. Was able to set up new account online but can’t add device. Bummer.
post by laura.bauman on May 30, 2020
GREAT NEWS!
Looks like we’re back up and running.
post by Anthony on May 30, 2020
I was able to log back in within the iOS app everything is up and running again thank you Rachio.
post by JohnPhillips on May 30, 2020
back… let it rain.
post by bsoneill on May 30, 2020
Yep. Seems to be working again.
post by nizmoz on May 30, 2020
Still can’t get my rachio to come online. It says offline still. This issue isn’t fixed. And their support was supposed to call me back.
post by franz on May 30, 2020
tl;dr - This was the cause of iOS not able to connect.
post by mrmsbvhn on May 30, 2020
i needed to keep my sprouting seedlings moist and tried to go in manually and was getting that same error.
After looking through a couple of logs and trying to reset the controller I found where you guys are trying to address it.
Right then my sprinklers kicked on and I thought hey, it’s fixed.
When I tried to go in and turn off the ones that were running so I could turn on the ones I wanted, I was still getting the error.
That’s when I realized that it came on with the automatic schedule.
So, at least there is that.
post by Belz on May 30, 2020
You’re welcome! I was dealing with the same issue at work.
post by Ropell on May 30, 2020
I just went to the application and did not appear to have a problem. I will continue to check it out. I am on the latest iOS version 13.5.
post by franz on May 30, 2020
Oh fun, can I ask what system(s) were impacted? Whatever details you can provide. So strange Android worked fine, and our team was completely unaware of this change coming. Everything I’m now reading says “You probably won’t be impacted”. I guess we are that small part of probably.
post by Belz on May 30, 2020
Mostly affected Intermediate certs in the cert chain provided by network solutions (for us) on AWS or Linux Hosts that used legacy auth. Even if we had upgraded certs in the chain they would fail on the expired cert. From what I understand this cert is a 30 year cert (Add to your calendar:). our godaddy certs were unaffected.
windows uses the modern “USERTrust” root certs and nothing is needed. the systems with the older USERTrust (like the linux aws machines) have issues.
Not sure why it didn’t affect android? Different certs?