Phaxio incident

Phaxio Outbound Fax Conversion Issue // Event Notification

Minor Resolved View vendor source →

Phaxio experienced a minor incident on April 30, 2025 affecting Outbound Faxing, lasting 6h 3m. The incident has been resolved; the full update timeline is below.

Started
Apr 30, 2025, 02:29 PM UTC
Resolved
Apr 30, 2025, 08:33 PM UTC
Duration
6h 3m
Detected by Pingoru
Apr 30, 2025, 02:29 PM UTC

Affected components

Outbound Faxing

Update timeline

  1. identified Apr 30, 2025, 02:29 PM UTC

    We have identified an issue with some outbound faxes failing due to document conversion errors. We are actively investigating and will continue to provide updates.

  2. monitoring Apr 30, 2025, 02:52 PM UTC

    Services are now restored - we have restarted the applications and are currently monitoring. If you do experience more issues, please advise us at [email protected].

  3. resolved Apr 30, 2025, 08:33 PM UTC

    This incident has been resolved.

  4. postmortem Apr 30, 2025, 08:50 PM UTC

    **Start:** 12:58 UTC 04/30/25 **Stop:** 14:46 UTC 04/30/25 **Findings:** Document conversion servers experienced an issue resulting in document conversion failures on outbound faxes. **Resolution:** The servers were restarted to resolve the errors. We are analyzing the event to further determine root cause of the document conversion failures. **Customer Experience:** Some sent/outbound faxes would have received the following in the webhook notification for the fax: status: failure error\_type: documentConversion Error The fax will need to be resent. **Future:** Engineering is working on reviewing server logs and alerts to alleviate the issue from occurring in the future