RingCentral Engage Digital incident

SSL incompatibilites due CA root expiration

Critical Resolved View vendor source →

RingCentral Engage Digital experienced a critical incident on May 30, 2020 affecting Engage Digital, lasting 1h 58m. The incident has been resolved; the full update timeline is below.

Started
May 30, 2020, 11:23 AM UTC
Resolved
May 30, 2020, 01:22 PM UTC
Duration
1h 58m
Detected by Pingoru
May 30, 2020, 11:23 AM UTC

Affected components

Engage Digital

Update timeline

  1. investigating May 30, 2020, 11:23 AM UTC

    We are currently investigating a problem related to our SSL certificate that create incompatibilities with some OS due to expiration of one of it's CA root. Certificate is up to date and valid but it's chain of validation creates problem with certain version of OpenSSL https://calnetweb.berkeley.edu/calnet-technologists/incommon-sectigo-certificate-service/addtrust-external-root-expiration-may-2020. We are assessing what we can do to mitigate the effect for some of our customers.

  2. identified May 30, 2020, 11:39 AM UTC

    Even though most of the impact is on browser compatibility (= access to UI) with this SSL issue so external, we also suffer an internal impact on Push mode that is no longer pushing task as some server can't contact other due this SSL incompatibility. Folder mode is not impacted, we recommend if you can to use it. In parallel to work around the SSL compatibilities issue we are replacing all our certificates by new certificates from a new provider.

  3. identified May 30, 2020, 12:02 PM UTC

    We are reducing the criticity of the incident as we fixed the internal incompatibilities with this SSL certificate. We are still working on changing the SSL certificates so that customer that cannot connect will be able to.

  4. monitoring May 30, 2020, 12:25 PM UTC

    All internal issues have been resolved. Some customers and api consumers may still be impacted until we switch SSL certificates. The switch of SSL certificates should happen shortly.

  5. monitoring May 30, 2020, 01:21 PM UTC

    SSL certificates have been replaced in order to restore compatibilities with all clients. With the new certificates WhatsApp finally sent us the backlog of messages. The rest of situation was already resolved 1h ago. There should be no longer any impact for customers and 3rd parties.

  6. resolved May 30, 2020, 01:22 PM UTC

    SSL certificates have been replaced in order to restore compatibilities with all clients. With the new certificates WhatsApp finally sent us the backlog of messages. The rest of situation was already resolved 1h ago. There should be no longer any impact for customers and 3rd parties.