Dear Customer,

We have received reports from multiple customers informing us they cannot access the 8x8 Knowledge base or the 8x8 support portal to create support cases.

Our engineering team are investigating this as a matter of urgency to restore service.

Please be aware that all other 8x8 services, such as VCC and telephony, are working correctly and not impacted.

Please call our support team on the numbers below if you require assistance.

We apologise for the inconvenience and thank you for your patience and understanding. 

 US:+1 866-204-8720

UK:  0207-096-6060 

Australia: 1300 088 917

New Zealand:  0800452545

Regards

8x8 support

• Dear Customer,

Please be aware we have implemented a workaround solution to restore service to the knowledge base and support portal.

You should now be able to navigate to the 8x8 knowledge base and support portal, however, you may need to delete cache & cookies or navigate via incognito mode if you experience issues when accessing https://support.8x8.com/.

Thank you for your patience and understanding.

Regards

8x8 support.

8x8 has fully resolved the Knowledgeable and Self Service support ticket creation and tracking is back to normal. We apologize for the inconvenience. 

8x8 is investigating reports of 8x8 Quality Management Analytics not loading for users. We are currently investigating and will provide updates as they become available. Logins to 8x8 Agent and Supervisor Works pace are operating normally as the Impact is isolated to only Quality Management. 

8x8 has monitored and confirmed resolution for the issue impacting 8x8 Quality Management Analytics. 8x8 is investigating the root cause and we apologize for the inconvenience.

8x8 is investigating reports of some UK region customers not being able to load 8x8 Quality Management  Analytics pages. We are currently investigating and will provide updates as they become available. Agent and Supervisor Workspace logins remain operational as normal. 

8x8 is currently seeing all Quality Management pages loading successfully at this time again. We are currently monitoring and will provide an update once fully confirmed. 

8x8 has confirmed its mitigation has resolved the issue. We are investigating the root cause and we apologize for the inconvenience. 

8x8 is investigating reports of some inbound and outbound calls failing for customers in the New Zealand region. We are currently investigating and will provide updates as they become available. 

8x8 has identified an issue causing the symptoms and implemented mitigation to inbound and outbound calls that were failing. Calls should now be completed as normal. We are currently monitoring and will provide a final update once the resolution is confirmed. 

8x8 has confirmed resolution of the issue causing inbound and outbound calls to fail for  SY1/AU1 Contact Center Customers. If you are still experiencing issues please contact 8x8 Support to continue troubleshooting. We are investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating inbound and outbound issues with the 8x8 Work endpoints. We are working on resolving the issue and updates will be provided as they become available. 

8x8 continues to investigate the issue affecting inbound and outbound calls on the 8x8 Work endpoints. Current findings show possible audio issues on calls or calls unable to connect. If you are experiencing this issue please contact support to troubleshoot further. We apologize for the delay and we will continue to work to resolve.

8x8 engineers are making progress in their efforts to resolve the issue impacting inbound and outbound calls on 8x8 Work endpoints. We started receiving confirmations of successful calls from a number of customers. We will continue working to resolve this issue and updates will be provided as they become available.

8x8 has resolved the issue impacting calls on 8x8 Work endpoints. 8x8 is monitoring and investigating the root cause and we apologize for the inconvenience. 

8x8 Is currently investigating a potential issue with 8x8 Contact Center Analytics dashboards not updating. We are currently investigating and will provide further updates as they become available.

8x8 has identified the issue impacting 8x8 Contact Center Analytics reporting. We are currently engaged and working to resolve this issue. Further updates will be provided as they become available.

8x8 engineers are making progress in their efforts to resolve the issue impacting 8x8 Contact Center Analytics. We apologize for the inconvenience and will provide further updates as they become available.

8x8 has mitigated the issue impacting the 8x8 Contact Center Analytics. We've observed the systems and should now operate normally. We will monitor and will send a final communication once we confirm full resolution.

8x8 has confirmed resolution for the issue impacting 8x8 Contact Center Analytics. 8x8 is investigating the root cause and we apologize for the inconvenience. 

8x8 is investigating reports of the Admin Console loading pages slowly or receiving an error when attempting. We are currently investigating the issue. All other systems are operational at this time including telephony and other web services. We'll provide updates as this becomes available.

8x8 has implemented mitigation and we see performance return back to normal and pages are now loading successfully. We are currently monitoring and will provide an update once fully confirmed. 

8x8 has confirmed the issue is fully resolved. We are investigating the root cause and we apologize for the inconvenience. 

8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls. Please contact support to troubleshoot the issue while we confirm the issue. We'll provide updates as they become available. 

8x8 is currently investigating reports of some Microsoft Teams endpoints not being able to make or receive calls.

For the time being initial checks show that users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around.

8x8 Work can be logged in at work.8x8.com

8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop

8x8 is seeing improvements regarding the issue impacting Microsoft Teams endpoints. In the meantime, we continue to investigate the issue and recommend the use of 8x8 Work as a workaround until we confirm full restoration.

8x8 Work can be logged in at work.8x8.com

8x8 Work application can be downloaded here: https://support.8x8.com/business-phone/voice/work-desktop/download-8x8-work-for-desktop

8x8 has confirmed the issue impacting Microsoft Teams endpoints is no longer present and calls are working as normal. During this incident the 8x8 services were working as usual and 8x8 voice and contact center services were able to route calls successfully if a non MS Teams endpoint was used. We apologize for the inconvenience.

8x8 has detected an issue with the processing of recorded media for playback in the US region. All media is successfully recorded, however it is not yet processed for playback. This only impacts media recorded in the last 30 minutes. 8x8 has resolved the issue causing the interruption and files are currently being processed. We will provide updates on the reprocessing of these media files as they become available. 

8x8 continues to work on reducing the delay in media recording availability. Media recordings are still occasionally being delayed by up to 30-40 minutes before becoming available after they are recorded. We'll provide more updates once availability is back to normal or there is a significant update. 

8x8 has seen a significant increase in recordings being processed and expect media availability back to normal performance availability within the next 1 hour. We'll update once this restoration of availability is complete. 

8x8 has seen the delay in availability of media reduced to about 20 minutes,  however we are not yet back to normal. We'll continue to provide updates and will continue to monitor. 

8x8 has returned to normal availability for media recording playback. We're investigating root cause and we apologize for the interruption. 

8x8 is investigating an issue with connectivity with some 8x8 services. We are currently investigating and will provide updates as they become available. 

8x8 has resolved the issue impacting connectivity and some inbound and outbound calls and other 8x8 services. We are performing a root-cause investigation and we apologize for the interruption.