Tuesday, December 14, 2021

Log4j Notice


SERVICE UPDATE

December 13, 2:00 pm

Notice:
Our data center provider, Amazon AWS has warned of the recently disclosed security issue relating to the open-source Apache Log4j2 utility (CVE-2021-44228). They are actively monitoring this issue, and are working on addressing it for any AWS services which either use Log4j2 or provide it to customers as part of their service

Symptoms for RSI Customers:  
None identified. 

RSI does not use tools or applications designed with JAVA or the Log4j2 utility. There is a remote possibility that the Amazon stack for transmitting/receiving requests may have this issue. Again, this is not related to our servers.

If Amazon AWS is working on resolutions for their entire stack, there is the possibility of delays and timeouts as they patch and upgrade their pipelines.

Resolution: 
There is no recommended action to take by RSI or our customers.  

RSI Support Services.
support@telecost.com

More info from Amazon AWS:

https://aws.amazon.com/security/security-bulletins/AWS-2021-006/



Friday, December 10, 2021

 Potential Service Disruption for Shadow for RingCentral Customers due to Corrupt or Invalid Data In RingCentral Telephony Session Ids.


POTENTIAL SERVICE DISRUPTION RESOLUTION

December 10, 6:00 am

Symptoms:  

Shadow Agent for RingCentral customers using account codes or disposition codes and account codes not recording in SA call log

Problem:
Starting December 9, 2021, at approximately 2:00 pm EST, several customers started reporting disposition codes and calls missing from their call log after a call..

This problem is due to RingCentral telephonesessionid now containing new unknown characters.causing  encryption issues and failure to log valid calls.  All telephonesessionid with a "z" or other unknown characters are being lost.

Resolution: 

The issue has been reported to RingCentral.  RSI has created a workaround which requires plain text transmission.  Please contact RSI if you are experiencing this issue and we will transition you to new servers where we use plain text.
   

RSI Support Services.
support@telecost.com

Tuesday, December 7, 2021

 

Potential Service Disruption for Shadow for RingCentral Customers due to Amazon Web Services Outage


POTENTIAL SERVICE DISRUPTION RESOLUTION

December 7, 7:00 pm

Symptoms:  

Unable to log in or maintain a connection using Shadow Agent or Shadow A1

Problem:
Starting December 7, 2021, at approximately 9:00 am EST, several customers across North America were experiencing intermittent connection and authentication issues..

This problem is due to Amazon Web Services service outage. Amazon websites, Amazon Prime Music, RingCentral Engage, RingCentral Contact Center and several other services.  Also impacted are customers logging into Shadow Agent for RingCentral.  Shadow A1 customers using single sign on (SSO) may have also experienced data loss.

Resolution: 

AWS restored services December 7, at approximately 6:30 pm EST. Shadow users are advised to log out and exit their browsers before restarting and logging in again,   

RSI Support Services.
support@telecost.com

News Source:
https://www.thesun.co.uk/tech/16967873/is-amazon-aws-down/?utm_medium=Social&utm_campaign=sunmaintwitter&utm_source=Twitter#Echobox=1638894633-1