RingCentral Engage Digital incident
Massive incident on Facebook network impacting FB, IG, Whatsapp
RingCentral Engage Digital experienced a critical incident on October 4, 2021 affecting Messenger synchronization and Facebook page synchronization and 1 more component, lasting 16h 33m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 04, 2021, 03:54 PM UTC
Problem is on Facebook side and seems to be global, it seems to be fairly low level (DNS). They have not communicated yet and their status page is also down. We are monitoring the situation and keep you updated in case we have more information.
- monitoring Oct 04, 2021, 05:55 PM UTC
Facebook, Instagram and Whatsapp all confirmed there is a problem on Twitter but did not provide any details nor any estimate for recovery. We are monitoring the situation, when those services and API are back, the messages agent have created in Engage Digital on those channels will be sent automatically.
- monitoring Oct 04, 2021, 10:11 PM UTC
We are noticing first signs of improvements on Facebook Messenger where inbound and outbound messages traffic seems to slowly recover.
- monitoring Oct 04, 2021, 11:56 PM UTC
It seems that most of the FB network channels, including Instagram, Messenger and Whatsapp are back online and synchronize again. We are noticing on FB/Messenger/Instagram some rare accounts where Facebook apis are now returning error 500. FB platform status page, https://status.fb.com/graph-api , indicates that situation is still degraded and they are still in the process of recovering from disruption. We'll keep incident open until Facebook declare situation is back to normal.
- resolved Oct 05, 2021, 08:28 AM UTC
Facebook closed the incident. Situation has been stable since last update. There are still have a limited number of FB account that can't resubscribe webhooks as api is returning 500 error. We are creating bug in FB about those cases.