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Issue case study
Garage gate fob stopped working after firmware update
After a vendor firmware update, roughly 40% of resident garage fobs stopped working. Same-day rollback restored access and the board added a change-management policy.
Residents began reporting fob failures the morning after a scheduled firmware update. Reports were consolidated on one issue thread so the vendor saw the scale immediately.
Timeline
- 2025-05-02 · Reports pouring in
12 residents logged the same fault before 09:00; manager consolidated into one issue.
- 2025-05-02 · Vendor paged
Vendor confirmed the firmware update as the likely cause.
- 2025-05-03 · Resolved
Firmware rolled back; all fobs re-enrolled and tested.
Resolution
Vendor rolled back to the previous firmware version and re-enrolled every fob. The board now requires 48-hour notice and a rollback plan for any access-control update.
Lessons for other boards
- •Consolidate duplicate reports onto one issue — vendors respond faster when they see the true scale.
- •Require change-management approval for any vendor update that touches access control.
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