This incident has been resolved.
May 11, 17:21 PDT
During routine maintenance today, we experienced an issue that resulted in some devices being unable to reconnect to our service, leaving them on a "Cannot connect to Highfive servers" error message on the screen, even after service connectivity was restored.
All Highfive devices reboot themselves automatically at 2 AM local time when an update check is performed, which resolves the issue. However, due to the timing of our maintenance window, some devices in Europe and Asia may still be offline during local business hours today and will need to be manually rebooted. If you have a device in this state, to reboot it, briefly press the button on the back of the device, or power cycle it. Again, any devices not manually rebooted will automatically reboot at 2 AM local time.
The engineering team worked through many scenarios overnight in an attempt to find a remote fix or workaround, but ultimately could not find a method to force the devices to reconnect remotely. In 3 years, this is the first time we've systematically "bricked" (albeit temporarily) production customer devices in the field as a result of scheduled maintenance or software updates. Our team is committed to investing in improvements in the device safeguards that will prevent this scenario in the future, and apologizes for the inconvenience this causes.
May 10, 02:32 PDT