Outbound Faxes not going through from the Customer Portal

Update timeline

1. investigating Nov 15, 2023, 07:13 PM UTC

   We are currently experiencing issues with Outbound Faxes via the Customer Portal and are investigating about this.

2. monitoring Nov 15, 2023, 09:23 PM UTC

   A fix has been implemented after finding out the cause of this issue and we are monitoring the resutls. Outbound Faxes should be working as normal now.

3. monitoring Nov 16, 2023, 03:00 PM UTC

   We have noticed some inconsistencies this morning and users might experience the issue with outbound faxes again. We're investigating on our side to have this resolved as soon as possible.

4. identified Nov 17, 2023, 02:19 PM UTC

   We continue to troubleshoot this issue today and are actively working to have it fully resolved the sooner possible. Please stand by for more updates.

5. identified Nov 17, 2023, 06:00 PM UTC

   The service for outbound faxes has been restored and they should be going through again from the Customer Portal. Users can try again. Please note that our team is looking now at the Status column in the portal which is being kept as "Sending" even after the fax has been received by the destination. We will confirm once this has been corrected as well.

6. monitoring Nov 17, 2023, 07:07 PM UTC

   The Fax statuses are now reflecting correctly in the portal too. This issue is considered resolved and we will be monitoring.

7. resolved Nov 20, 2023, 02:08 PM UTC

   This incident has been resolved.