VanillaSoft incident
Some Clients Unable to View Call Recordings in Clarity
VanillaSoft experienced a major incident on October 28, 2024 affecting VanillaSoft Web Application, lasting 18h 31m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 28, 2024, 06:34 PM UTC
Our VanillaSoft VoIP Team is currently investigating reports that some VanillaSoft clients are unable to view or retrieve call recordings in their Clarity Portal. This issue was identified as a result of a load balancer failure affecting the Oracle database servers where the recordings are stored. We apologize for any inconvenience caused by this disruption and appreciate your patience as we worked to restore full service functionality. For further assistance, please reach out to our VanillaSoft support team.
- investigating Oct 28, 2024, 07:47 PM UTC
Our VanillaSoft VoIP team continues to investigate the cause of the inability to access call recordings on Clarity. Clients continue to experience issues accessing or retrieving call recordings due to an ongoing load balancer configuration issue affecting Oracle servers. Our teams are actively working to resolve this, but as of now, there is no estimated time for resolution (ETA). Current Update: Our VanillaSoft VoIP engineering teams have been investigating the root cause associated with the load balancer failure impacting connectivity to the Oracle database servers where call recordings are stored. The issue remains unresolved as we work on restoring full service. We apologize for the ongoing inconvenience and appreciate your patience as we work to resolve this issue. Our support teams are available for further assistance. Please stay tuned for additional updates.
- resolved Oct 29, 2024, 01:06 PM UTC
The issue impacting clients’ ability to view or retrieve call recordings due to a load balancer failure affecting Oracle servers has now been fully resolved. Clients can now access call recordings through the Clarity portal without disruption Clients should now be able to view and retrieve call recordings without any issues. If any residual issues are experienced, we recommend clearing the browser cache and refreshing the Clarity portal. For further assistance, please reach out to our support team.. We apologize for any inconvenience this incident may have caused and thank you for your patience as we worked toward resolution. For any remaining questions or concerns, please contact our support team.