Is Convoso down?

Following on from this morning's incident, we received further information that there has been a fiber cut in the Los Angeles area where one of our data centers is located, which is causing the issue of being unable to connect to the Admin Dashboard or Agent Console to remain for a small subset of our clients. As this event is beyond Convoso's control, there is limited action we can take. We would recommend that affected clients contact their ISP and report that they're unable to terminate traffic using the current route and request that routing adjustments are made if possible.

We continue to closely monitor developments surrounding the reported fiber cut, which is now two cuts, from backbone provider Cogent's status page linked here for additional detail. https://ecogent.cogentco.com/network-status The recommendation continues to be to contact your ISP to ask if they can route around Cogent at present. We have removed them from our upstream route but have no control over what routes traffic reaches us from.

The fiber cuts that Cogent was reporting as affecting Los Angeles and SW US areas have been repaired, and network availability restored as of 2.11 am PT. We are considering this issue resolved as of that time. Should any client still be experiencing residual effects, kindly contact us. An RFO will be issued to reporting clients in due course. We offer an apology for the disruption to your operations.

We have received multiple reports of the inability to reach and login to the Admin Dashboard and the Agent Console. We are investigating this as a top-priority issue.

The issue has been identified as an external network connectivity event, and we are working with our partners to restore full functionality.

The issue is resolved and full service is restored. We will issue a RFO to reporting clients in due course. We would like to take the opportunity to apologize for the disruption to your operations.

We have identified an issue where some select platform emails from Convoso (Voicemail notifications, Custom Report notifications, etc) may not be sent as expected. We are urgently investigating this issue. MFA emails and related should not be impacted by this issue.

A fix has been implemented and we are closely monitoring for any further delays or unsent email issues. We appreciate your patience as we worked to correct this.

We have validated emails are properly sending.

A fix has been implemented we have all verified emails should once again be sending as expected. We apologize for any impact this may have had to your operations and thank you for your patience as we worked urgently to correct this. Customers who reported impact will receive an RFO once internal investigations conclude.

We have received reports of agents unable to hear leads. We are treating this as a priority 1 issue and have a team of Engineers engaged in investigating this. Updates to follow.

Our investigations continue into the root cause. We are receiving reports of affected customers returning to normal operation, but we are not yet ready to declare that the issue is resolved.

We have confirmed that full operation was restored by 3.05 pm PT, and by this time, multiple customers had advised that the issue was cleared. An RFO will be issued in due course to all reporting customers. We apologize to all affected customers for the degraded service.

We have confirmed that full operation was restored by 3.05 pm PT, and by this time, multiple customers had advised that the issue was cleared. An RFO will be issued in due course to all reporting customers. We apologize to all affected customers for the degraded service.

We are receiving reports of customers unable to log in to Convoso with 500 error code: "Something went wrong". We are urgently investigating this as Priority issue.

We have identified the issue and have been able to resolve the underlying cause. We are currently monitoring to ensure stability. Affected users should try again at this time. Further update to follow.

Reverted back to the Investigating stage as fresh reports of affected areas within our platform have been received. We have Senior Engineers and Leaders assigned to this issue and are treating this as our top priority.

Users should be able to access the platform reliably at this time, but we are closely monitoring.

After a period of monitoring, we are able to see successful logins across our servers, and all components of the platform are working properly. This incident is being closed at this time. All reporting customers will receive an RFO in due course. Convoso extends an apology to all our clients for this disruption to your operations.