Documo experienced a minor incident on February 25, 2025 affecting Fax ATA Devices, lasting 19h 39m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 25, 2025, 07:15 PM UTC
We are currently investigating an issue causing a subset of FaxBridge devices on certain accounts to show as 'offline' within the portal. This is also affecting inbound and outbound deliverability. Our Fax Machine Connecters are working as expected. Updates to follow.
- investigating Feb 25, 2025, 08:01 PM UTC
We are continuing to investigate this issue. Updates to follow.
- investigating Feb 25, 2025, 10:07 PM UTC
We are continuing to investigate this issue. Updates to follow.
- investigating Feb 26, 2025, 02:35 PM UTC
We are continuing to work with our vendor to find a solution for the impacted devices. We have confirmed that this is affecting a small percentage of FaxBridge devices. Our Fax Machine Connectors are working as normal.
- resolved Feb 26, 2025, 02:54 PM UTC
We have identified the root cause of the FaxBridge issue with our upstream vendor and have determined that the best solution is to replace the affected devices. For details on the replacement process, please contact our support team.
- postmortem Feb 26, 2025, 04:41 PM UTC
This incident has been resolved by our upstream provider and we have seen affected devices start to come back online. If any affected devices are not coming back online, please reboot the modem/router onsite.