LogMeIn Rescue incident

GoTo Connect - Inbound and outbound calls failing in Brazil

Major Resolved View vendor source →

LogMeIn Rescue experienced a major incident on May 16, 2025 affecting PSTN Calls - Inbound and PSTN Calls - Outbound, lasting 22h 5m. The incident has been resolved; the full update timeline is below.

Started
May 16, 2025, 05:07 PM UTC
Resolved
May 17, 2025, 03:13 PM UTC
Duration
22h 5m
Detected by Pingoru
May 16, 2025, 05:07 PM UTC

Affected components

PSTN Calls - InboundPSTN Calls - Outbound

Update timeline

  1. investigating May 16, 2025, 05:07 PM UTC

    We are actively investigating reports that some GoTo Connect VoIP phone customers may be experiencing call connection issues in Brazil. Our engineers are working to identify the issue and will provide another update shortly.

  2. identified May 16, 2025, 05:14 PM UTC

    Our engineers have identified the issue and are now actively working towards a resolution. We will provide another update shortly.

  3. identified May 16, 2025, 05:17 PM UTC

    We are continuing to work on a fix for this issue.

  4. identified May 16, 2025, 06:50 PM UTC

    Our engineers are still engaged with the impacted PSTN peer, while working to put workarounds in place to mitigate customer impact. We will provide another update shortly.

  5. identified May 16, 2025, 09:54 PM UTC

    Our engineers have already implemented mitigation and workaround measures to help minimize the impact. However, we remain dependent on our PSTN peer to fully resolve the issue. We are monitoring the situation closely and will provide updates as new information becomes available.

  6. resolved May 17, 2025, 03:13 PM UTC

    We have confirmed with the affected PSTN peer that the issue has been resolved and that all systems are 100% operational. We will conduct an internal review of this issue and make appropriate improvements to our system to help prevent or minimize future recurrence.