ETHERFAX experienced a major incident on April 6, 2026 affecting U.S. REST Services and Canada REST Services, lasting 1d 8h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 06, 2026, 01:47 PM UTC
Engineers are continuning to monitor some issues with ETHERFAX affecting certain integrations. Currently we are seeing an issue affecting customers using GFI FaxMaker and those customers connecting directly to our EPIC endpoint. Our engineering and development teams are actively working on these issues. We will post any additional findings,updates, or issues to this incident.
- investigating Apr 06, 2026, 04:54 PM UTC
The team is continuing to address several issues within the platform. We are working as expeditiously as possible to address and fix.
- investigating Apr 06, 2026, 04:55 PM UTC
Some customers may be receiving erroneous alerts indicating they are not connected, however, they are in fact connecting. Please check your application and you can also confirm fax transactions within the ETHERFAX portal.
- investigating Apr 06, 2026, 07:09 PM UTC
The team has fixes for the connection alerts and connected on timestamps and those will be deploying shortly. We also are addressing an issue with interim fax status not getting updated.
- investigating Apr 06, 2026, 09:00 PM UTC
Fixes have just rolled out for interim fax status and latest connected on timestamps.
- investigating Apr 07, 2026, 12:11 AM UTC
Additional fixes have been rolled out to REST services to address additional issues affecting application connectivity to ETHERFAX.
- investigating Apr 07, 2026, 01:44 AM UTC
We have just identified and addressed an performance issue with push notifications (web sockets).
- monitoring Apr 07, 2026, 03:34 AM UTC
Our engineers and developers have completed their work for the day. All ongoing maintenance and improvements have been successfully implemented, and the platform is currently stable with normal performance across all services. We do realize that some customers utilizing GFI FaxMaker are still having issues connecting. We will be reaching out to those customers tomorrow for further instructions and troubleshooting efforts. The infrastructure team will continue to monitor system metrics and performance closely throughout tomorrow. If you experience any issues tomorrow, please reach out to us individually via support ticket or your dedicated account contact so we can assist you promptly. Thank you for your patience and continued trust in our platform. We appreciate your partnership.
- monitoring Apr 07, 2026, 06:51 PM UTC
Engineers have continued to monitor the system through today and we are still seeing good metrics from the system as well as customer and device connections. An additional fix was rolled out to address a few customers on REST 1.0 API. This mainly affected GFI FaxMaker customers. We continue to monitor the system very closely.
- resolved Apr 07, 2026, 09:48 PM UTC
ETHERFAX engineers continue to observe stable performance across the platform. One remaining issue has been identified, affecting a small percentage of traffic involving Lexmark devices connected to ETHERFAX when exchanging SENx payloads. This issue is currently under investigation and will be addressed separately. A new incident will be created to track and manage this specific issue. The current incident will be closed. Additionally, ETHERFAX will publish a Root Cause Analysis and Resolution Summary (RFO) to address the issues encountered during the recent migration. We greatly value the business of our customers and partners and sincerely appreciate their patience and continued support during this time.