Endpoints
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 and its integration partner are currently working towards resolving the issue impacting the Microsoft Teams endpoints. We'll provide updates as they become available.
8x8 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. 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.
We have confirmed that the 8x8 systems are operating normally and that there are no issues on our side.
For the time being users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls until MS will resolve the MS Teams issue. Further info can be found at https://downdetector.co.uk/status/teams/.
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 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. Please contact Microsoft support for root cause and to confirm current status.
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 continues to investigate the issue regarding Microsoft Teams endpoints. In the interim if available and enabled, users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls. We are working with our integration partner and will provide updates as they become available.
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
We have confirmed that the 8x8 systems are operating normally and that there are no issues on our side.
For the time being users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls until MS will resolve the MS Teams issue. Further info can be found at https://downdetector.co.uk/.
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 and its integration partner have confirmed that call flow has been restored and calls are completing as normal. We are investigating the root cause and we apologize for the inconvenience.
8x8 has identified an issue that is intermittently impacting 8x8 Work mobile applications ability to be presented calls and other messages via push notifications to the application. Inbound calls are still able to be received on hard phones and the 8x8 Work Desktop application. Outbound calls are not affected. We will provide updates as they become available.
8x8 is continuing to investigate the issue with calls not being presented in the 8x8 Mobile app. In addition to this symptom, we are also observing this impacting the ability to change your status in the 8x8 Mobile and Desktop applications intermittently. We'll continue to provide updates as we work to resolve this issue.
8x8 has observed the services responsible for mobile notifications and status changes stabilize. At this time it is operating normally and we are currently monitoring. We'll provide a final update to close the incident once we confirm the issue is fully resolved.
8x8 has observed stability and we are now closing this incident as resolved. We are investigating root cause and we apologize for the inconvenience.
8x8 is investigating reports of some contact center customers having calls in queues not being offered to available agents. This also include outbound contact center calls where the transaction is not being offered to Agent Workspace. We are currently working on this issue. A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
Our engineers are currently working to resolve the issue as a matter of urgency. We will continue to provide updates as they become available. While we work to resolve this please apply the following solution.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
We are doing our very best to get the incident resolved as a matter of priority and we thank you for your patience.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
We apologize for the delay in resolving the issue.
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.
A verified solution is to re-save the agent workplace number. This solution can be implemented for affected agents while we investigate the issue.
Agent steps:
Please ask agents to change the workplace number to an alternate number, save and then change it back to its original number and save a 2nd time. If this does not resolve the issue, please re-engage support with call failure transaction ID numbers to continue troubleshooting.
Below are instructions on how to complete this task.
We apologize for the delay in resolving the issue.
8x8 has rolled out mitigation that has confirmed resolution for AU region contact center tenants. 8x8 is working on applying this mitigation to remaining contact center regions including the US.
To ensure you are fully informed of the progress being made, we will provide you with regular updates via this platform every 60 minutes or until a significant update becomes available. We apologize for the delay in resolving the issue.
8x8 has finished implementing mitigation in all contact center regions. We expect all users to be offered transactions as normal as of 7:15 PM pacific (12:15 PM AEST). We are currently monitoring and verifying confirmation at this time. If you are still experiencing issues with transactions not being offered to contact center agents please contact support to continue troubleshooting. We'll provide a final update once we confirm the mitigation is verified.
8x8 has observed and confirmed resolution for the remaining customers. We are now closing out this incident as resolved and are performing a full root cause analysis on this event. We apologize for the impact this has caused.
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 has confirmed an issue with 8x8 Microsoft Teams enabled endpoints. Inbound and outbound calls have been intermittently failing only though MS Teams enabled endpoints. In the interim if available and enabled, users can utilize 8x8 Work Windows and MacOS applications or use 8x8 Work Web as a work around to make and receive calls. We are working with our integration partner and will provide as they become available.
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 observed stability and will be closing out this incident as resolved. We are investigating the root cause and we apologize for the inconvenience.
8x8 has investigated reports by customers and has not found an 8x8 related cause of the call quality reports. 8x8 systems were observed to be operating normally between 7am-8am Pacific (10am-11am Eastern) when this was being reported to 8x8. Please continue to work with 8x8 Support to troubleshoot if your are still experiencing issues.
8x8 continues to investigate the issue. If you are experiencing issues with poly endpoints. Please contact support to troubleshoot the issue while we continue to investigate.
8x8 continues to investigate the issue causing some Poly phones to not register properly. We'll continue to provide updates as they become available.
8x8 has identified and confirmed the impact to a small subset of endpoints with custom phone DNS configurations. 8x8 is working on solutions that would resolve this configuration issue. We'll continue to provide updates on the progress.
8x8 is working to confirm resolution after a recent configuration change for these affected endpoints was completed. 8x8 will provide an update at 1:00pm Pacific (4:00pm Eastern) unless an update becomes available prior.
8x8 has implemented changes to phone DNS configurations that will require a restart in order for the endpoint to fetch the new settings. Most customers can power cycle their endpoint to force the new configuration. This requires to remove power to the device and wait 5 seconds and then reconnect. In the event that the new configuration is not being received properly, a factory reset may be required.
To factory reset a device you will need it's unique device specific MAC password. This KB article instructs you on how to obtain the passwords for any devices on your account.
How to get the device admin password
Once the Device password is obtained follow these steps to factory reset. If the phone is not configured for auto-provisioning there are steps at the end of this article on how to manually provision the phone for 8x8 Service.
How to factory reset a Poly phone and manually configure
How to manually configure a Poly phone for 8x8 service
If you are still experiencing issues, or are having trouble with the factory reset process, please contact support.
While the majority of connectivity we see still connected, we do continue to see intermittent connectivity issues for some customers. We'll continue to monitor and provide updates on this issue.
8x8 is continuing to work to mitigate the intermittent issue impacting DNS records from being resolved. Some customers who have been unable to resolve our status page can follow at this temporary alternate status page link: https://status.8x8.com/incident/446346 . We'll continue to provide updates as we work to fully restore.
8x8 continues to work to restore impact to DNS connectivity causing login and endpoint registration issues. We've additionally seen symptoms expand to contact center logins and inbound telephony routing. 8x8 has all internal team members working on restoring service.
8x8 has restored service to Contact Center logins and inbound telephony impacting contact center services. We are still investigating and working to resolve issues impacting DNS connectivity affecting endpoints and 8x8 Work logins. We'll continue posting updates as we work to bring full resolution.
8x8 is monitoring traffic that is intermittently impacting logins to 8x8 web services and 8x8 endpoints registrations. 8x8 will provide hourly updates or earlier if a significant update becomes available. We apologize for the inconvenience while this incident continues to move towards resolution.
8x8 continues to monitor the impact to DNS connections. If you experience an error message while logging in to an 8x8 web service, please continue to re-attempt to login. Currently impact is intermittent and you should be able to login in between these periods of DNS connectivity loss. 8x8 operations continues to work on a resolution. 8x8 will provide hourly updates until further notice. We apologize for the inconvenience.
8x8 has corrected the issues with DNS and all services should be accessible. Please reach out to 8x8 support if you are still experiencing any issues. We apologize for any inconvenience caused.
Dear Customer,
We have received multiple reports from client stating that the 8x8 Work is not recognizing the audio source.
The engineering team is currently investigating.
If you are using VCC and the calls are dropping, as a workaround, you could use a different endpoint for completing the calls, like a landline or a mobile phone.
Thank you for your understanding
Our engineers are currently working to resolve the issue as a matter of urgency.
We will continue to provide updates as they become available.
Thank you for your patience.
Dear Customer,
We believe that the issue has been fixed, in order to reestablish the audio connection please logout and log back in the 8x8 Work application or the 8x8 Work Web for the audio source to be recognized.
If you are still encountering issues please reach out to your 8x8 support representative for assistance.
We apologize for the inconvenience and we will continue to monitor for full resolution.
Dear Customer,
The engineering team has fully resolved the issue, and support team confirmed it working from internal and external tests.
The issue was affecting both Work D app and Work Web, and customers are advised to log out and log back in in Work D app, if the issue is still present.
If you are still encountering issues please reach out to your 8x8 support representative for assistance.
Thank you for your understanding and please accept our apologies for any inconvenience this might have caused.