55 recorded Pexip incidents since August 2024, with official updates, affected components, duration and resolution information.
We are investigating reports that Microsoft Teams Guest Join calls may fail to connect when dialled from Google Meet hardware devices.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Cisco endpoints that are: Registered to the Pexip service AND have been updated to 26.9 or 26.10 May fail to receive Presentation from the far end in calls via Teams CVI or Google Meet Gateway services. Sending presentation is reported to work, and also unblocks the incoming presentation. We recommend you do not update Cisco systems to 26.9 or 26.10 while we investigate. Please roll any affected systems back to 26.8 while we establish the cause.
We have identified a change related to how Cisco keeps the presentation channel alive, and are planning an update to adapt to the changes.
We have identified the issue with the new RoomOS version and have started rolling out a fix. Minor disruption is possible during the rollout, and a small number of calls may be affected. For that reason, the rollout will be carried out outside of business hours in each region.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Pexip is currently experiencing intermittent outages for both the Service (help.pexip.com) and Infinity (docs.pexip.com) documentation pages. Pages are either slow to load or unresponsive for some users.
Our service provider is continuing to work on resolving this issue. The Service Help page (help.pexip.com) has recovered and is now accessible. The Infinity Documentation page (docs.pexip.com) remains unavailable, and we are actively monitoring for a resolution.
The issue has been resolved, and the documentation pages are now accessible again.
This incident has been resolved.
We are currently investigating an issue for Analytics on Pexip Control center. Some Usage data might not be available.
Our team is continuing to investigate the issue affecting Analytics in Pexip Control Center. Some usage data may still be unavailable while work is ongoing. We will provide a further update once we have more information.
A fix has been implemented and we are monitoring the results.
No further issues have been reported or observed. This incident is now resolved.
We are investigating an issue where emails are not being sent from the Partner Portal and Control Center.
Problem has been identified and fix implemented.
This incident has been resolved.
Between Monday 8 June, 15:15 and Wednesday 10 June, 11:00 (UTC), users were unable to create One-Time Rooms (OTR) using the Pexip Service Outlook Add-In. Personal VMRs and previously scheduled One-Time Rooms were not affected. The issue has been resolved and scheduling of One-Time VMRs via the Outlook Add-In is now functioning normally. This incident is being logged retroactively after resolution.
We detected incoming SIP call failures in the Oregon Point of Presence (PoP) and are currently investigating the issue.
As a mitigation step, we have re-routed incoming SIP calls to an alternative location. This change is intended to resolve the impact while we continue investigating the issue in the Oregon PoP.
We have identified an issue with an unavailable infrastructure component that caused some SIP Teams CVI calls to fail in Oregon and are actively working to resolve the issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved. Incoming SIP call handling has been restored to its normal operating configuration.
We are investigating an issue causing calls to appear with a delay on the Diagnostics Page in Pexip Control Center.
We have implemented a fix to address delayed call visibility on the Diagnostics Page in Pexip Control Center. Some delay may persist while the system clears existing backlog. We are actively monitoring.
Currently diagnostics are unavailable in PCC. We continue to work to bring this feature online.
We are continuing to monitor for any further issues.
The issue affecting the Diagnostics page has been resolved and we are monitoring system behavior. Some delay in data appearing on the Diagnostics page may persist while the system clears the existing backlog.
This incident has been resolved.
The issue can be seen on meetings where a Teams recorder bot is present. The unknown participant represents a new version of the Teams recording bot. We are working to block visibility of this new bot in the layout ASAP.
Further explanation: The unknown teams participant (in some layouts, shown as the "t8" participant avatar) can appear to the Video Conference (CVI) participant, when a "Teams Consumer" user joins the meeting. The "t8" participant represents the Teams Consumer meeting recording bot, and should not be visible to the Video Conference (CVI) participant. There is no impact on meetings when only Teams Enterprise / Commercial / Business users are present.
We've already seen a reduction in the Teams Consumer recorder bots being added to meetings, and therefore the "t8" unexpected user is now very rarely seen on screen. A fix will be applied to the service within the next few weeks.
This incident has been resolved.
We are investigating an issue where calls from the Pexip app for iOS to Pexip Service VMRs are ending prematurely. Affected customers should use the My Meeting Video (MMV) iOS app, now available for download at https://apps.apple.com/us/app/pexip-my-meeting-video/id1018923867
The issue has been identified and a mitigation is being deployed within the service.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
The issue is now resolved.
We are currently investigating an issue affecting some Microsoft Teams CVI connections, where calls may intermittently fail.
Errors from Microsoft Teams have been identified and are tied to Microsoft issue TM1286773. We are coordinating with Microsoft and are monitoring closely.
We have not observed any errors for the past few hours. We will continue to monitor the situation closely.
No further issues have been observed or reported. This incident has been resolved.
Pexip documentation web pages are currently unavailable due to an outage with a service provider. This outage affects both help.pexip.com and docs.pexip.com web sites. The provider is currently investigating the cause of this outage and working a fix.
Service has been restored for both help.pexip.com and docs.pexip.com documentation pages. We will continue to monitor service availability.
This incident has been resolved.
The team is currently investigating the issue.
A small number of Zoom Connect for Teams CVI calls in Europe might have failed to bypass the lobby. A fix has been implemented, and we're monitoring the results.
This incident is resolved.
We are investigating a packet loss issue occurring between Cisco Webex and Pexip that is affecting calls from Webex-registered endpoints located in India. Participants connecting from their Webex devices may experience degraded call quality in the direction from the device to Pexip.
The previously observed packet loss affecting calls between Webex-registered endpoints in India and Pexip is no longer occurring and has remained stable for a period of time. Based on available data, the issue appears to have been related to factors along the public internet path. We continue to monitor the situation to ensure call quality remains stable.
This incident has been resolved.
We are investigating an issue where some CVI calls in the US region are failing.
A fix has been applied and we are monitoring the results.
This incident has been resolved.
We have identified an issue affecting Pexip Android and iOS mobile app users. In some cases, users are unable to join Pexip hosted one-time Virtual Meeting Rooms (VMRs) directly from the in-app Calendar when the meeting is scheduled via the Pexip Service Outlook Plug-in. New mobile app versions are planned for release in the coming days to address this issue. In the meantime, users can join meetings by selecting the Address option in the app and manually entering [email protected] URI.
The Android app version 1.1.3 is now available and includes changes that address this issue. We are continuing work on the iOS version.
IOS app version 1.1.4 is now available and includes changes that address this issue.
This incident has been resolved.
We are currently investigating an issue where Teams SIP Guest Join calls fail to connect when using 15-digit meeting IDs. Users attempting to join these meetings from SIP devices, Zoom, or Google Rooms may fail to connect.
A fix has been implemented for the issue. Teams Guest Join calls with 15-digit meeting IDs should now connect successfully. Customers running the "Pexip Ad Hoc Join for Teams on Cisco endpoints" (https://help.pexip.com/macros/ad-hoc-join-teams.htm) need to update the msteams-macro-settings.js file to ensure the regex supports meeting IDs longer than 14 digits.
This incident has been resolved.
We have observed an issue where some Zoom Rooms might fail to bypass the Teams lobby. Out Team is looking into it.
We have found the issue and resolved it.
Between 12:01 and 12:04 UTC on March 17, some calls within the Pexip Service may have experienced failures. The issue has been resolved and the service is operating normally. We will continue to monitor.
We have observed a Cloud OTJ issue affecting some M365 mailboxes. Our Team is looking into it.
We have contacted Microsoft to investigate this issue together with them.
We have identified an issue affecting some Microsoft 365 tenants. The impact has been traced to a third-party application making mailbox queries through the Microsoft Graph API, which may result in degraded performance or unexpected behavior in Pexip Cloud OTJ. Customers experiencing issues with Cloud OTJ are advised to open a support ticket so our team can review their environment and provide additional details and guidance.
We have completed our investigation and found no issues within Pexip Cloud OTJ. Some Microsoft 365 tenants may experience degraded performance caused by mailbox activity from third party applications using the Microsoft Graph API. Customers still experiencing Cloud OTJ issues should contact support for further investigation and guidance.
