VanillaSoft incident
SMS and VM Drop currently failing for some customers
VanillaSoft experienced a major incident on October 27, 2024 affecting VanillaSoft VoIP/SMS, lasting 3h 26m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 27, 2024, 02:07 PM UTC
We are currently investigating with our VoIP engineers reports of SMS failing and VM Drops not sending. This is may be impacting some clients intermittently. For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). We are continuing to work with our engineers to resolve your issues. Thank you for your patience. Please reference the status page for more information.
- investigating Oct 27, 2024, 02:32 PM UTC
We continue to investigate the issues with our engineering team and partners. We are working quickly to resolve this issue. Reminder: For clients who are currently experiencing issues with VM Drop, there is a workaround. The current workaround would be to do manual VM Drop by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your patience. Please reference the status page for more information.
- identified Oct 27, 2024, 03:01 PM UTC
The engineers have identified the cause of the issue and are currently working on implementing a fix. SMS and VM Drops may be working intermittently while the fix is being deployed. Once again, while the team is working diligently to resolve, please use the VM Drop workaround by dialing 99 then the number of the VM message you wish to send. (1-9). Thank you for your continued patience.
- monitoring Oct 27, 2024, 03:23 PM UTC
Our VoIP engineers have identified that there are currently intermittent issues with Oracle's systems and permission that is impacting SMS and VM Drop deliverability. SMS and VM Drop services are working; however, while Oracle is working on a resolution, you may experience some degradation of services. We will continue to actively monitor the situation. Thank you for your patience and understanding.
- resolved Oct 27, 2024, 05:34 PM UTC
The intermittent SMS and VM Drop deliverability issues have been resolved. It has been confirmed that these issues were caused by issues on the Oracle Cloud. We apologize for the inconvenience this outage may have caused. If any further issues arise, please contact our support team.