NUACOM incident

Investigating issues with Desktop Application ,Severity: major

Major Resolved View vendor source →

NUACOM experienced a major incident on April 11, 2024, lasting 18m. The incident has been resolved; the full update timeline is below.

Started
Apr 11, 2024, 03:28 PM UTC
Resolved
Apr 11, 2024, 03:47 PM UTC
Duration
18m
Detected by Pingoru
Apr 11, 2024, 03:28 PM UTC

Update timeline

  1. investigating Apr 11, 2024, 03:28 PM UTC

    We are investigating an incident affecting Desktop Application. We will provide updates via email and Statuspage shortly.

  2. resolved Apr 11, 2024, 03:47 PM UTC

    We received many customer complaints about call quality issues and disconnected calls. This problem was escalated to level 3 support. After investigation, we noticed an unusual increase in memory usage for UDP packets starting at 12:41. Even with more buffer space available, this affected the call quality on most calls running on that server. That server was removed from the cluster, and all calls were re-routed to another media server. The issue was resolved entirely at 16:08. We are improving our monitoring system to detect those issues in advance and take the necessary steps to fix them before they reach our customers.