8x8 Admin Console and Work Web issues - Various Web Services impacted

Incident

8x8 Admin Console and Work Web issues - Various Web Services impacted

Status: closed
Start:
End:
Duration: 8 hours 56 minutes
Affected Components:
Americas EMEA Work Calling Work Calling SSO SSO Fax Fax Service portals Service portals Contact Center Contact Center Analytics Analytics WorkD and WorkM Fax Admin Console (AC) WorkD and WorkM Fax Endpoints Endpoints Admin Console (AC) Contact Center Login Authentication Services and Administration Portal Contact Center Login Authentication Services and Administration Portal WorkD (VOD) WorkD (VOD)
Investigating

8x8 Is currently investigating reports with Admin Console where symptoms are general slowness when interacting with the admin portal and "unable to retrieve user" errors when attempting changes. We are working on resolving the issue and updates will be provided as they become available. 


Investigating

Further investigations indicate that 8x8 Work Web is also showing issues, a symptom being an error being shown when trying to change status. Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. 

Identified

We have identified the issue causing impact on the 8x8 platform and resources such as Admin Console and Work Web. 8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Update

We are doing our very best to get this issue resolved as a matter of priority, we thank you for your patience. We will provide further update as they become available and we again apologize for the inconvenience. 

Update

We continue to work toward resolving this issue. While the issue persists, impacts are also being observed with outbound faxes and 8x8 Analytics, with the most significant impact currently affecting the Admin Console and Work Web. We will continue to provide updates as more information becomes available.

Update

8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Update

8x8 continues to work towards resolution of the issue. We have seen impacted areas begin to include 8x8 Agent Workspace login failures and issues with initiating calls for those already logged in. We are continuing to work on resolving the underlying causes and will continue to provide updates on the progress.  

Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 has all teams available working to restore normal performance to web portals and web services impacted. For contact center users accessing mobile admin site may be able to provide channel re-routing capabilities: 

Switch a channel plan in 8x8 Mobile Admin

We will continue to provide updates as they become available. 

Update

8x8 engineers continue to work toward a resolution of the issue. We apologize for the delay in restoring normal performance. Certain 8x8 services remain impacted, and customers are still experiencing symptoms when trying to log in to web service portals, including 8x8 Work Web, Agent Desktop, Agent Workspace, and the Admin Portal. We will continue to explore all possible mitigations and provide updates as we work toward a full resolution.

Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. To ensure you are fully informed of the progress being made, we will continue provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Update

8x8 engineers continue to work towards resolution of the issue. We will continue to provide updates as they become available and we apologize for the inconvenience. 

Update

We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience. 8x8 has seen periodic improvement to availability of some services including Admin Console and Agent Workspace, however we are still working to restore all services and ensuring full stability. 

To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 30 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.

Monitoring

8x8 has seen a resolution of symptoms impacting customers, including logging in to web portals such as 8x8 Admin Console, Agent Workspace, and 8x8 Work Web. We are currently monitoring for stability and will provide further updates as we fully confirm standard operations have been restored.

Monitoring

8x8 has seen sustained recovery from all symptoms and continues to monitor the systems. All logins to web service platforms are succeeding, and 8x8 engineering and operations teams remain engaged to investigate the root cause fully. We will post a final update to close out this incident after observing continued stability.

Resolved

8x8 has confirmed resolution and all systems are now operating normally. A full root cause investigation is underway and we apologize the interruption. 

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