Group Messaging Service Intermittent

Incident Report for Zoom

Postmortem

Service Outage:

Tuesday Feb 23, 2016

Reported: 6:07 am PT

Resolved: 11:24 am PT

Symptom:

Contacts under Group Messaging were showing offline and messages were not delivered. Q&A under Webinars were affected.

Root Cause:

We identified a corner case with our group messaging backend that generated excessive memory allocation. This caused the group messaging to be unavailable.

Solution:

We deployed a fix to the group messaging backend and resolved the corner case.

Prevention:

We have added more protections against these type of excessive memory allocations.

Posted Feb 25, 2016 - 09:00 PST

Resolved

The Group Messaging Service is fully restored and is stable. We thank you for your patience as we resolved this issue and apologize for any inconvenience that this may have caused.

Posted Feb 23, 2016 - 16:08 PST

Monitoring

The Group Messaging service is back online and functioning as normal at this time. We will continue to monitor the service to ensure that the issue is resolved.

We thank you for your patience as we worked to resolve the issue.

Posted Feb 23, 2016 - 11:24 PST

Update

We are still working to resolve the Group Messaging Service issue completely across all accounts. At this time, all Free accounts are not able to connect to our Group Messaging Service. We will continue to provide updates as they become available.

Posted Feb 23, 2016 - 08:55 PST

Identified

The Group Messaging Service is experiencing intermittent issues with connecting. Our engineering team is aware of the issue and is working quickly to resolve the problem. We are very sorry for inconvenience that this causes.

This will affect sending and receiving messages, files, images, and calling contacts via IM, as well as Webinar Q&A sessions.

Posted Feb 23, 2016 - 08:06 PST