8x8 experienced a major incident on May 18, 2026 affecting Americas and EMEA and 1 more component, lasting 2h 44m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 18, 2026, 10:06 AM UTC
8x8 Is currently investigating an incident affecting the Knowledge Base Support Portal globally. Users attempting to access https://support-portal.8x8.com/ are receiving a "This site can't be reached" error, rendering the portal inaccessible. . We are working on resolving the issue and updates will be provided as they become available.
- investigating May 18, 2026, 10:39 AM UTC
8x8 continues the investigation on the incident affecting the Knowledge Base Support Portal. Users attempting to access https://support-portal.8x8.com/ are receiving a "This site can't be reached" error or when trying to access the portal it is loading indefinitely, rendering the portal inaccessible. We will continue to provide updates as they become available and we apologize for the inconvenience.
- investigating May 18, 2026, 11:26 AM UTC
We are currently engaged with our Knowledge Platform vendor as part of the investigation in order to resolve this issue. We will continue to provide updates as they become available and we apologize for the inconvenience.
- investigating May 18, 2026, 12:23 PM UTC
We are continuing the investigations with our Knowledge Platform vendor, who has identified the root cause to be related to a heavyweight job executed against one of their database servers. The portal is now accessible however the page is loading without its core elements to interact with. We will continue to provide updates as they become available and we apologize for the inconvenience.
- resolved May 18, 2026, 12:50 PM UTC
The issue impacting the Knowledge Base Support Portal has been resolved. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience.