VanillaSoft incident
Some Clients getting "Failed to Establish" Errors on their softphones
VanillaSoft experienced a major incident on November 20, 2025 affecting VanillaSoft VoIP/SMS, lasting 1h 7m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 20, 2025, 02:31 PM UTC
We are currently investigating reports that some clients are receiving the following error on their softphone "Failed to Establish". Our engineers have been deployed and are engaged. We apologize for the inconvenience this has caused. WE are working on re-establishing conection as quickly as possible. Thank you for your patience. Vanillasoft Customer Support Team
- identified Nov 20, 2025, 03:00 PM UTC
Our engineers have identified the root cause of the "Failed to Establish" and are working on a fix. We will continue to engage our team to ensure prompt resolution. We thank you for your patience and understanding. Please continue to monitor our status page for further updates.
- monitoring Nov 20, 2025, 03:15 PM UTC
Our engineers have deployed the fix, and softphones are functioning. We will continue to monitor to ensure stability. Please engage our customer support team if you are still experiencing issues. Thank you for your understanding. We apologize for any inconveniences this may have caused.
- resolved Nov 20, 2025, 03:38 PM UTC
We can now confirm that this is now fully resolved and all phone functionality has been restored. Thank you