Pexip Outage History

Pexip experienced incoming SIP call failures in their Oregon Point of Presence, affecting Google Hangouts Meet Interoperability, VMR service, and Cloud Video Interop for Microsoft Teams. The issue was caused by an unavailable infrastructure component and was mitigated by re-routing calls to an alternative location before being fully resolved. The incident lasted 3.2 hours with normal SIP call handling restored.

Pexip experienced an issue where calls appeared with delays on the Diagnostics Page in Pexip Control Center, with diagnostics becoming completely unavailable at one point during the incident. The service team implemented a fix and monitored the system as it cleared the existing backlog. The incident was fully resolved after 23.5 hours of impact.

Calls from the Pexip iOS app to Pexip Service VMRs were ending prematurely, affecting users' ability to maintain video conferences. The service provided a workaround by directing customers to use the alternative My Meeting Video (MMV) iOS app during the incident. The issue was identified, a fix was implemented and monitored, and the problem was fully resolved after approximately 8 days.

Pexip experienced intermittent failures in Microsoft Teams Cloud Video Interop (CVI) connections over 24.4 hours, where some calls would fail to connect properly. The issue was identified as being caused by errors from Microsoft Teams (related to Microsoft issue TM1286773), requiring coordination with Microsoft for resolution. The incident was resolved after monitoring confirmed no further connection failures were occurring.

Pexip's documentation websites (help.pexip.com and docs.pexip.com) experienced a complete outage for 12.2 hours due to a service provider issue. The outage affected the Partner Help Center and prevented users from accessing documentation resources. Service was restored and monitored before the incident was fully resolved.

Pexip experienced an issue where Zoom Rooms trusted join functionality failed to bypass Teams lobby for a small number of Zoom Connect for Teams CVI calls in Europe. The problem prevented some users from automatically joining meetings and required manual lobby admission. The team implemented a fix and resolved the incident after 16 minutes of monitoring.

Pexip experienced a packet loss issue affecting calls from Cisco Webex-registered endpoints in India, causing degraded call quality in the direction from Webex devices to Pexip. The issue impacted Google Hangouts Meet Interoperability Service and Cloud Video Interop for Microsoft Teams for 40.4 hours. The problem was resolved after the packet loss along the public internet path stopped occurring and call quality stabilized.

Pexip experienced CVI call failures in the US region affecting Cloud Video Interop for Microsoft Teams service for 7.3 hours. The incident impacted users' ability to successfully connect CVI calls in the affected region. A fix was applied and monitoring confirmed the resolution of the service disruption.

Pexip Android and iOS mobile app users experienced issues joining one-time Virtual Meeting Rooms directly from the in-app Calendar when meetings were scheduled via the Pexip Service Outlook Plug-in. Users could work around the issue by manually entering the meeting URI using the Address option in the app. The incident was resolved after nearly 6 days with the release of updated mobile app versions (Android 1.1.3 and iOS 1.1.4) that addressed the calendar integration problem.

Pexip experienced an issue where Teams SIP Guest Join calls failed to connect for meetings with 15-digit IDs, preventing users from joining via SIP devices, Zoom, or Google Rooms. The Cloud Video Interop for Microsoft Teams component was affected for 1.4 hours. A fix was implemented to support longer meeting IDs, and customers using the "Pexip Ad Hoc Join for Teams on Cisco endpoints" feature need to update their configuration file to ensure compatibility with meeting IDs longer than 14 digits.