Outage in Webex by Cisco

Webex App: Users using the Webex Web App are experiencing failures with 1:1 messaging

Resolved Minor

April 16, 2026 - Started 5 days ago - Lasted about 2 hours

Incident Report

Summary AI Generated

Webex Web App users experienced a 1.6-hour outage where they could not send or receive 1:1 messages, encountering an error stating "This conversation is closed because the user's account has been deactivated." The issue was isolated to the web application only, with desktop and mobile apps remaining functional as workarounds. Engineering identified and resolved the problem through mitigation activities, restoring full messaging functionality.

Engineering is investigating an issue impacting 1:1 messaging in the Webex Web App. Users utilizing the Webex Web App are unable to send or receive 1:1 messages and are seeing the error: "This conversation is closed because the user's account has been deactivated." There is no impact to the Webex App for Desktop or Mobile. As a workaround, users can use the Webex App for Desktop or Mobile. We are working to restore services and apologize for any inconvenience this may cause.

Components affected

Webex by Cisco Send and read messages Webex by Cisco Webex App

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Latest Updates ( sorted recent to last )

MONITORING 5 days ago - at 04/16/2026 11:56AM

Engineering has completed mitigation activities, and services have been restored. We will continue to monitor to ensure service stability.

We appreciate your patience while we addressed this service incident.

IDENTIFIED 5 days ago - at 04/16/2026 11:27AM

Engineering has identified the issue and is currently working towards service restoration. We will continue to provide updates as they become available.

Thank you for your continued patience as we address this service incident.

INVESTIGATING 5 days ago - at 04/16/2026 10:58AM

Engineering is investigating an issue impacting 1:1 messaging in the Webex Web App. Users utilizing the Webex Web App are unable to send or receive 1:1 messages and are seeing the error: "This conversation is closed because the user's account has been deactivated." There is no impact to the Webex App for Desktop or Mobile. As a workaround, users can use the Webex App for Desktop or Mobile.

We are working to restore services and apologize for any inconvenience this may cause.

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