CommCare HQ incident

Service interruption on www.commcarehq.org: SMS gateway provider issue

Minor Resolved View vendor source →

CommCare HQ experienced a minor incident on November 2, 2023 affecting SMS / Messaging, lasting 4d 6h. The incident has been resolved; the full update timeline is below.

Started
Nov 02, 2023, 04:08 PM UTC
Resolved
Nov 06, 2023, 11:03 PM UTC
Duration
4d 6h
Detected by Pingoru
Nov 02, 2023, 04:08 PM UTC

Affected components

SMS / Messaging

Update timeline

  1. identified Nov 02, 2023, 04:08 PM UTC

    We have identified an issue with our third-party SMS gateway provider that is preventing SMS alerts from being sent. Our team is working hard to fix this issue and we hope to have this resolved as soon as possible. In the meantime, SMS messages from projects using the Syniverse gateway are no longer being sent. We apologize for any inconvenience caused and will continue to keep you updated with any further status changes. Please note that our CommCare messaging service is fully functional as intended. The gateways are encountering an issue and we expect them to resolve this soon.

  2. identified Nov 02, 2023, 10:32 PM UTC

    Our team continues to work hard on resolving this issue. We will continue to keep you updated with any and all status changes and apologize for any inconvenience.

  3. resolved Nov 06, 2023, 11:03 PM UTC

    Dear users, the issue with our third-party SMS gateway provider has been resolved and all SMS messages using that gateway are being sent. We apologize for any inconvenience caused and as always please reach out to [email protected] with any questions.