Details

The problem has been resolved. 

Incident start time: April 16, 2025 - 14:09 UTC

Incident end time: April 23, 2025 - 12:02 UTC

Synergy SKY is investigating a reported issue preventing Dual Screen endpoints from receiving Microsoft PowerPoint Live presentation sharing on their secondary screen.  Synergy SKY is working a solution and will share updates as more information becomes available.

Incident start time: April 16, 2025 - 14:09 UTC

Details

This issue has been resolved.

Incident start time: February 25, 2025 - 23:30 UTC

Incident update time: April 4, 2025 - 13:56 UTC

Incident end time: April 10, 2025 10:00 UTC

Incident start time: February 25, 2025 - 23:30 UTC

Details

A fix was rolled out on April 10, and we are continuing to monitor the situation in order to verify that this fix addresses the issue.

Incident start time: April 1, 2025 - 22:00 UTC

Incident update time: April 10, 2025 - 23:30 UTC

We are currently investigating intermittent issues impacting content sharing from SIP Endpoints in Microsoft Teams meetings. In some cases, participants may be unable to present, or may experience stuttering and freezing during content sharing. Our team is actively working to identify the root causes and potential workarounds. 

Incident start time: April 1, 2025 - 22:00 UTC

Details

The problem has been resolved. 

Incident start time: 01:23 UTC March 7, 2025

Incident end time: 21:00 UTC March 28, 2025

We are currently investigating an issue with peer-to-peer (P2P) calls between US, EU, Canada and APAC zones on the Synergy SKY SIP Registrar. This does not affect calls between Synergy SKY-registered endpoints and external non-Synergy registered endpoints, Microsoft Teams, Zoom, Google Meet, or Apple FaceTime.. We will provide updates as they become available. For any questions, please contact support@synergysky.com.

Incident start time: March 7, 2025 - 01:23 UTC

Synergy SKY now utilizes SIP 302 redirection to enable more seamless SIP handover to media nodes, enhancing service stability and redundancy.  Customers using VCS/Expressway or CUCM must ensure SIP redirects are permitted. Click here for example configuration details -  https://support.synergysky.com/hc/en-us/articles/17357490219676-SIP-302-Message-Handling-Improvements

Please ensure that your firewall profiles are up to date using this IP List - Synergy SKY Connect - IP Address List 

Date addressed: March 22, 2025 - 23:30

Service Update Notification – Synergy SKY Connect Maintenance Window

Please be advised of an upcoming scheduled service update window for Synergy SKY Connect between:

March 22, 2025, 01:00 UTC – March 23, 2025, 23:00 UTC

During this time, service may be intermittently affected as we perform necessary updates to improve performance and reliability. While we aim to minimize any disruptions, you may experience temporary issues with connectivity and call provisioning. We appreciate your patience and understanding as we work to enhance our platform. Additionally, the following IP addresses are being decommissioned.  Make sure to keep the networking/firewall rules up to date. 

Decommissioned IP address : 20.56.27.178

Decommissioned IP address : 20.83.178.239

The list of IP addresses used by the Connect service can be found here: IP List

Details

The problem has been resolved. 

Incident start time: 15:14 UTC March 11, 2025

Incident end time: 13:47 UTC March 12, 2025

We are currently investigating an intermittent issue affecting audio transmission on Zoom calls via Synergy Connect. Endpoints joining a Zoom call via Synergy Connect are not properly sending audio, preventing other participants from receiving audio from those endpoints. Our team is actively working to identify the root cause and will provide updates as they become available. 

Incident start time: 15:14 UTC March 11, 2025

Details

Microsoft is rolling out a new lightweight Teams web client for anonymous users. This may result in inconsistent layout behavior, particularly for dual-screen users who may experience different meeting interfaces depending on which Teams meeting they join. This phased rollout also impacts functionality with Whiteboard access being intermittently available. As this transition continues, Synergy SKY is actively working with Microsoft to ensure feature continuity and a consistent user experience for our customers. We will provide updates as more information becomes available.

Incident start time: February 25, 2025 - 23:30 UTC

Details

The cause was located on December 17th at 14:15 UTC and fully restored by 14:22 UTC. 

Incident start time: 23:48 UTC December 16, 2024

Incident end time: 14:22 UTC December 17, 2024

We are currently investigating an issue where certain calls on the USA platform are failing to connect, and do not utilize other regions as failover. 

Incident start time: 23:48 UTC December 16, 2024

Details

Problem has been resolved.

Incident start time: 09:15 UTC December 10, 2024

Incident end time: 23:00 UTC December 13, 2024

A minor fix/adjustment was rolled out that mitigates parts of the observed problem. 

Incident start time: 09:15 UTC December 10, 2024

Incident update time: 23:00 UTC December 11, 2024

We are currently investigating an issue where certain calls to MS Teams are not being established. 

Incident start time: 09:15 UTC December 10, 2024