GreenLink Networks incident
Softphone's Buddy List not showing names; only extension numbers for contacts
GreenLink Networks experienced a minor incident on October 2, 2023 affecting Mobility Suite (Softphone Apps), lasting 4d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 02, 2023, 02:47 PM UTC
We have noticed an issue affecting some accounts where the softphone's buddy list would only show ext. numbers and not names. We have escalated this to our provider and we'll be updating accordingly.
- identified Oct 02, 2023, 04:42 PM UTC
Our provider has informed that they performed a maintenance update last night at around 8:30-9:30pm Eastern US Time which seems to correlate with the reported issues. They advised that logging out of the app and back in should reconnect the account and allow it to download the new Vcard, but we're still confirming internally to validate on this. Please stand by.
- monitoring Oct 04, 2023, 09:01 PM UTC
The issue should now be resolved for most clients. If you can't yet see the contact names, please perform these steps in the same order. 1. Go to Softphone tab > Exit. Then open it back and confirm if it now shows the contact names. 2. Right-click the Buddy List group, then select "Delete Group", then exit the softphone or log out and log back in and see if this solves it. It might take a few minutes to load the list.
- resolved Oct 06, 2023, 07:28 PM UTC
This incident has been resolved.