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2019-10-04: Some Users Having Phone Connectivity Issues
8x8 Support

2019-10-04: Some Users Having Phone Connectivity Issues

Issue

Some 8x8 customers began having Polycom phone connectivity issues on 10/4/19. Symptoms included URL call disabled and Line unregistered errors.

8x8 services themselves, as well as the Virtual Office Desktop and Mobile applications, were not impacted.

Applies To

  • Polycom devices 

Status

Resolved.

8x8 connectivity has returned for some affected customers. Rebooting the phones (VVX / SoundPoint) may help connectivity restore quicker. The root cause seems to have been caused by multiple ISP DNS issues unrelated to 8x8 service. 8x8 services were operational during the time of impact, and 8x8 Operations and NOC teams continue to investigate.

Update on root cause as of 10/6/19: 8x8 confirmed the root cause of this issue was related to a few internet service providers' (ISP) temporary domain name system (DNS) issues unrelated to 8x8 service. At the time of the event, we confirmed at least one of the ISP's anycast DNS servers was unable to resolve 8x8 domains, in addition to some other domains such as Yahoo.com. The issue was not very widespread as we observed the impact on less than 1% of our hardware-based endpoints in the US losing registration (though the number of phones that represents is still large).

8x8 services were operational during the time of the impact. Customers who were pointing their endpoints' DNS directly to 8x8 DNS servers did not experience any issues. In addition, 8x8's soft phone applications, Virtual Office Desktop and Virtual Office Mobile, were not impacted as they query directly to 8x8’s DNS servers and only fallback to our customers' or their ISP's DNS servers if they cannot reach 8x8’s.

Last Updated

2019-10-06, 7:30 p.m. Pacific Time