LoopUp incident
Issues when placing outbound calls to China impacting Cloud Telephony Direct Routing and Remote Meetings Audio Conferencing
LoopUp experienced a minor incident on June 2, 2023 affecting North America and Europe, the Middle East and Africa, lasting 3d 9h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 01, 2023, 03:34 PM UTC
We are currently investigating an issue concerning outbound calls to China. Some users may experience delays and/or connection issues when trying to dial external Chinese numbers. We are aware of the issue and are working on it urgently with our downstream carriers. Please know that our teams are working hard to get everything up and running. We will provide more information as soon as it is available. We're sorry to be holding you up today. Our Support Team are available 24/7 at [email protected].
- investigating Jun 01, 2023, 08:51 PM UTC
Our teams are actively investigating and working with carriers to resolve this issue. We apologize for the inconvenience and will provide further updates as progress is made.
- investigating Jun 02, 2023, 06:56 AM UTC
Our investigation into the ongoing connection issue indicates a potential local fault within China. Despite attempts to re-route traffic through multiple terminating carriers, consistent call completion has not been achieved. Urgent escalation and further investigations are underway to promptly resolve the issue. We will continue to provide updates as new information becomes available.
- investigating Jun 02, 2023, 07:27 AM UTC
We are continuing to investigate this issue.
- investigating Jun 02, 2023, 07:47 AM UTC
Our teams have confirmed that outbound calls to China placed by Remote Meetings (Audio Conferencing) attendees are also impacted by this issue. We apologize again for the inconvenience and will provide further updates as progress is made.
- identified Jun 02, 2023, 08:17 AM UTC
Our Network Operations Team have implemented a workaround which has resolved this issue for Remote Meetings Customers, as of 08:11 UTC/09:11 BST today. All outbound calls to +86 numbers on our audio conferencing platforms are now connecting as normal. We will continue to update you as we make further progress.
- identified Jun 02, 2023, 10:47 AM UTC
We suspect that the Microsoft Teams - Direct Routing issue is related to a recent change in Chinese regulation. Our team is actively investigating potential workarounds to address the issue and restore normal call functionality. We are committed to finding a resolution as quickly as possible and will provide further updates once we have more information.
- identified Jun 02, 2023, 11:51 AM UTC
We have confirmed that the issue is indeed a result of a recent regulatory change in China. Unfortunately, workarounds are not currently available, but we are actively working with our downstream carriers to find a solution. Rest assured, our team is fully dedicated to addressing this matter as soon as possible and we will keep you updated on any progress made.
- monitoring Jun 05, 2023, 10:21 AM UTC
We are pleased to inform you that we have successfully implemented a workaround. We have observed positive results both in test and production indicating that normal service has been restored. If you experience any further issues, please reach out to us at [email protected]. Rest assured, we will closely monitor the situation to ensure ongoing stability. We appreciate your patience
- resolved Jun 05, 2023, 05:15 PM UTC
Further testing concludes that the incident is resolved and normal service has been restored. If you experience any further disruption, please contact [email protected]. Thank you for your patience and cooperation.