Duration: 4 hours and 29 minutes

Affected Components: Integration: Webex Workspaces

Jun 3, 13:48:51 GMT+0
Investigating - We are investigating how this Webex service notice (Reference: PUB0015885) is affecting our usage of the Webex API and the Workspace Integration. <https://status.webex.com/commercial/status?lang=en%5FUS> We will provide further updates as the situation develops..

Jun 3, 14:58:12 GMT+0
Monitoring - We are currently monitoring the Webex service interruption. Note: This interruption may affect any calls involving Webex registered devices. .

Jun 3, 18:17:44 GMT+0
Resolved - This incident has been resolved..

Duration: 4 hours and 12 minutes

Affected Components: Integration: Google Meet

Jun 2, 17:04:58 GMT+0
Investigating - We are currently investigating this incident in which all Google Meet calls are experiencing connection difficulties at this time. Our team is actively engaged in restoring service. .

Jun 2, 17:42:51 GMT+0
Identified - Our team has identified a solution and a fix is being implemented. We appreciate your patience and will provide a further update once available..

Jun 2, 19:04:37 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jun 2, 21:16:37 GMT+0
Resolved - This incident has been resolved..

Duration: 1 hour and 15 minutes

Affected Components: EU Region

May 28, 18:00:00 GMT+0
Identified - We are performing a scheduled maintenance for our EU Registrar starting on **May 28 at 18:00 UTC (2:00 PM EDT / 11:00 AM PDT).** We anticipate the maintenance to last approximately **2** hours, concluding around **May 28 UTC 20:00 (4:00 PM EDT / 1:00 PM PDT).** **Times:** **May 28** **PDT (UTC -7): 11:00 AM - 1:00 PM** **EDT (UTC-4): 2:00 PM - 4:00 PM** **UTC: 18:00 - 20:00** This maintenance window will have minimal effects on operations..

May 28, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

May 28, 19:15:16 GMT+0
Completed - Maintenance has completed successfully..

Duration: 2 hours

Affected Components: Integration: Microsoft Teams, Government, US Region, Integration: Google Meet, APAC Region, EU Region, Canada Region, Integration: Facetime, Integration: Zoom

May 28, 10:00:01 GMT+0
Identified - Maintenance is now in progress.

May 28, 10:00:00 GMT+0
Identified - We are performing a scheduled maintenance for CONNECT starting on **May 28 at 10:00 UTC (6:00 AM EDT / 3:00 AM PDT).** We anticipate the maintenance to last approximately **2** hours, concluding around **12:00 UTC May 28 (8:00 AM EDT / 5:00 PDT).** **Times:** **May 28** **PDT (UTC -7): 3:00 AM - 5:00 AM** **EDT (UTC-4): 6:00 AM - 8:00 AM** **UTC: 10:00 - 12:00** This maintenance window will have minimal effects on operations..

May 28, 12:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 17 hours and 53 minutes

Affected Components: Integration: Microsoft 365, Integration: Google Workspace, Integration: Webex Workspaces

May 27, 10:00:00 GMT+0
Identified - We are performing a scheduled maintenance for our CONNECT - Device and Calendar Service starting on **May 27 at 10:00 UTC (6:00 AM EDT / 3:00 AM PDT).** We anticipate the maintenance to last approximately **1** hour, concluding around **11:00 UTC May 27 (7:00 AM EST / 4:00 AM PST).** **Times:** **May 27** **PDT (UTC -7): 3:00 AM - 4:00 AM** **EDT (UTC-4): 6:00 AM - 7:00 AM** **UTC: 10:00 - 11:00** This maintenance window will have minimal effects on operations..

May 26, 16:06:47 GMT+0
Completed - Maintenance has been cancelled. .

Duration: 2 hours

Affected Components: EU Region, Integration: Microsoft Teams, Government, US Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom

May 15, 09:00:00 GMT+0
Identified - _UPDATE_ we are pushing this maintenance back one week, to May 15\. We are performing a scheduled maintenance starting on **May 15 at 9:00 UTC (5:00 AM EDT / 2:00 AM PDT).** We anticipate the maintenance to last approximately **2** hours, concluding around **11:00 UTC May 15 (7:00 AM EDT / 4:00 AM PDT).** **Times:** **May 15** **PDT (UTC -7): 2:00 AM - 4:00 AM** **EDT (UTC-4): 5:00 AM - 7:00 AM** **UTC: 9:00 - 11:00** During the scheduled maintenance window, the following impact is expected: * **Active/Established Calls** \- current active calls will not be affected and will continue uninterrupted throughout the window * **New Calls** \- Little to no impact is expected for new calls being placed during the window * **CDR Data** \- Call Detail Record (CDR) data generated by the Registrar during the window may be affected.

May 15, 09:00:01 GMT+0
Identified - Maintenance is now in progress.

May 15, 11:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 18 days, 21 hours and 31 minutes

Affected Components: EU Region, Integration: Microsoft Teams, Government, US Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom

May 9, 10:00:00 GMT+0
Identified - We are performing a routine scheduled maintenance starting on **May 9 at 10:00 UTC (6:00 AM EDT / 3:00 AM PDT).** We anticipate the maintenance to last approximately **8** hours, concluding around **18:00 UTC May 9 (2:00 PM EDT / 11:00 AM PDT).** **Times:** **May 9** **PDT (UTC -7): 3:00 AM - 11:00 AM** **EDT (UTC-4): 6:00 AM - 2:00 PM** **UTC: 10:00 - 18:00** This maintenance window will have minimal effects on operations..

May 9, 10:00:01 GMT+0
Identified - Maintenance is now in progress.

May 9, 17:33:30 GMT+0
Completed - Maintenance has completed successfully..

Duration: 21 hours and 39 minutes

Affected Components: Integration: Microsoft Teams

May 8, 15:15:41 GMT+0
Resolved - This incident has been resolved..

May 7, 17:36:14 GMT+0
Investigating - We are currently investigating an issue where some customers may experience challenges with the Lobby Auto Admit feature for Microsoft Teams meetings resulting in some Endpoints remaining in the meeting lobby..

Duration: 5 hours and 7 minutes

Affected Components: Integration: Microsoft Teams, Government, US Region, EU Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom

May 1, 09:00:00 GMT+0
Identified - We are performing a scheduled maintenance starting on **May 1 at 9:00 UTC (5:00 AM EDT / 2:00 AM PDT).** We anticipate the maintenance to last approximately **2** hours, concluding around **11:00 UTC May 1 (7:00 AM EDT / 4:00 AM PDT).** **Times:** **May 1** **PDT (UTC -7): 2:00 AM - 4:00 AM** **EDT (UTC-4): 5:00 AM - 7:00 AM** **UTC: 9:00 - 11:00** This maintenance window will have minimal effects on operations..

May 1, 14:06:57 GMT+0
Completed - Maintenance has completed successfully..

Duration: 20 hours and 55 minutes

Affected Components: US Region

Apr 8, 17:37:21 GMT+0
Monitoring - We identified a potential service issue that may have temporarily affected device registration for some customers. Our team identified behavior related to registrar connectivity that may have caused certain devices to experience registration issues. The issue appears to be contained at this time, and we are actively monitoring the environment to ensure continued stability. While we believe service has stabilized, we are continuing our review to confirm the full scope of impact and validate that all affected services are operating normally. To our knowledge this has effected Poly devices. If you continue to experience any registration-related issues, please contact Support for assistance..

Apr 9, 14:32:02 GMT+0
Resolved - This incident has been resolved..

Duration: 1 day

Affected Components: Integration: Microsoft Teams, Government, US Region, EU Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom

Mar 15, 05:00:00 GMT+0
Completed - Maintenance has completed successfully..

Mar 14, 05:00:00 GMT+0
Identified - We are performing a routine scheduled maintenance starting on **Saturday March 14 at 5:00 AM UTC (1:00 AM EST / 10:00 PM PST, Friday March 13).** We anticipate the maintenance to last approximately **24** hours, concluding around **5:00 AM UTC** **Sunday March 15 (1:00 AM EST / 10:00 PM PST, Saturday March 14).** **Times:** **Friday, March 13** **PST (UTC -7): 10:00 PM - 10:00 PM (March 14)** **Saturday, March 14** **EST (UTC-4): 1:00 AM - 1:00 AM (March 15)** **UTC: 5:00 AM - 5:00 AM (March 15)** This maintenance window will have minimal effects on operations..

Affected Components: License API

Feb 16, 14:00:00 GMT+0
Completed - As part of ongoing improvements to our support operations, we have updated our internal support ticketing system. **No change to ticket intake:** Please continue to use [**support@synergysky.com**](mailto:support@synergysky.com) as the primary entry point for all support requests. Our support processes and procedures remain unchanged. **Ticket number changes during transition:** If you reference an existing support case that is not yet present in the updated system, it may be assigned a new ticket number. Please note that no ticket information has been lost and progress has not been impacted. We are maintaining full continuity as cases are carried forward. If you have any questions, contact us at [**support@synergysky.com**](mailto:support@synergysky.com)..

Duration: 1 day, 13 hours and 45 minutes

Affected Components: Integration: Microsoft Teams, Government, US Region, EU Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom

Feb 28, 00:00:00 GMT+0
Identified - We are performing a routine scheduled maintenance starting on **Saturday, February 28, 2026 at 12:00 AM UTC (7:00 PM EST / 4:00 PM PST Friday, February 27).** We anticipate the maintenance to last approximately **30** hours, concluding around **6:00 AM UTC Sunday, March 1 (1:00 AM EST / 10:00 PM PST Saturday, February 28).** **Times:** **Friday, February 27** **PST (UTC -8): 4:00 PM - 10:00 PM (February 28)** **EST (UTC-5): 7:00 PM - 1:00 AM (March 1)** **UTC: 12:00 AM (February 28) - 6:00 AM UTC (March 1)** This maintenance window will have minimal effects on operations..

Feb 14, 00:00:00 GMT+0
Completed - Maintenance has completed successfully..

Duration: 17 days, 23 hours and 53 minutes

Affected Components: US Region

Feb 9, 16:15:00 GMT+0
Investigating - We are actively investigating reports of incomplete calls and intermittent busy signals affecting some CONNECT meetings. Our operations team is reviewing meeting node performance and traffic distribution..

Feb 10, 19:00:00 GMT+0
Monitoring - We have implemented adjustments to the CONNECT capacity allocation process to better manage call intake and node distribution. Service is currently operating normally. We will continue monitoring system performance over the next 48 hours to confirm sustained stability before formally closing this incident..

Feb 10, 17:45:00 GMT+0
Resolved - We identified that certain meeting nodes were not handling call traffic effectively, which resulted in incomplete call attempts and occasional busy signals. This behavior was observed on February 9 and February 10 (prior to 12:00 PM ET). Synergy SKY Operations adjusted CONNECT capacity allocation to improve call distribution and handling across nodes..

Feb 27, 16:08:00 GMT+0
Resolved - This incident has been resolved..

Duration: 4 days, 1 hour and 10 minutes

Affected Components: Integration: Microsoft Teams

Feb 2, 19:09:55 GMT+0
Resolved - The issue impacting the Lobby Auto Admit feature for Microsoft Teams meetings has now been **resolved**. To ensure the fix is fully applied, customers must **upgrade the Synergy SKY SUITE to version 40.26.10987** **or later**..

Jan 29, 17:59:29 GMT+0
Investigating - We are currently investigating an issue where some customers may experience challenges with the Lobby Auto Admit feature for Microsoft Teams meetings resulting in some Endpoints remaining in the meeting lobby. The current workaround is to manually admit these endpoints into the meetings via a Microsoft Teams client. Our engineering team is actively working to identify the root cause and will provide additional information as it becomes available..

Duration: 2 hours and 10 minutes

Jan 28, 17:10:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jan 28, 19:09:34 GMT+0
Resolved - This incident has been resolved..

Jan 28, 16:50:00 GMT+0
Investigating - We have identified that one of our US primary nodes has gone offline. This node supports some US based endpoint registrations and routing services. We are actively working with our hosting provider to restore service as quickly as possible. Further updates will be posted as more information becomes available..

Duration: 5 hours and 23 minutes

Affected Components: Integration: Microsoft Teams, Government, , US Region, EU Region, Canada Region, Integration: Google Meet, APAC Region, Integration: Facetime, Integration: Zoom, CONNECT - Interoperability Service →

Jan 24, 00:00:00 GMT+0
Identified - We are performing a routine scheduled maintenance and implementation of security updates starting on **Saturday, January 24, 2026 at 12:00 AM UTC (7:00 PM EST / 4:00 PM PST Friday, January 23).** We anticipate the maintenance to last approximately **30** hours, concluding around **6:00 AM UTC Sunday, January 25 (1:00 AM EST / 10:00 PM PST January 24).** **Times:** **Friday, January 23, 2026** **PST (UTC -8): 4:00 PM - 10:00 PM (January 24)** **EST (UTC-5): 7:00 PM - 1:00 AM (January 25)** **UTC: 12:00 AM (January 24) - 6:00 AM UTC (January 25)** This maintenance window will have minimal effects on operations..

Jan 24, 14:22:36 GMT+0
Identified - Maintenance is now in progress..

Jan 24, 19:45:55 GMT+0
Completed - Maintenance has completed successfully..

Duration: 2 days and 58 minutes

Affected Components: Integration: Microsoft Teams

Dec 17, 17:14:32 GMT+0
Monitoring - We have implemented a mitigation and are monitoring the results. Synergy SKY and its trusted partners are actively looking to return the experience back to the original TRUEVIEW profile. We will provide an additional update once we confirm sustained stability..

Dec 16, 18:35:00 GMT+0
Investigating - We are actively investigating the cause of the primary screen continuously rotating/changing layouts. This is currently only impacting Dual Screen calls, the workaround available is switching the calls on the video system to single screen..

Dec 17, 15:22:15 GMT+0
Identified - We have confirmed this behavior is specific to the Microsoft Teams _Light Web_ client and have reported the issue to Microsoft. As a mitigation, we are applying a service-side change to stabilize dual-screen presentation behavior. In dual-screen calls, shared content is expected to remain on the primary display. The mitigated behavior resembles a “mirrored screen” experience. However, the system is still rendering two distinct compositions (e.g., separate gallery views alongside shared content). Workstreams are in progress to restore the Microsoft Teams dual-screen experience to its previous behavior. If you require a more consistent experience during this period, Synergy SKY can provide an alternative configuration that improves layout stability. Please contact [**support@synergysky.com**](mailto:support@synergysky.com) for details and system requirements..

Mar 18, 19:18:38 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Mar 18, 19:33:18 GMT+0
Resolved - The incident has been determined to be a problem within the Microsoft Client, we are currently working with Microsoft to address their issue. For more details see <https://support.synergysky.com/hc/en-us/articles/26212580434204-Known-Behavior>.

Duration: 8 hours and 20 minutes

Affected Components: Government, Integration: Microsoft Teams, , US Region, EU Region, Canada Region, Integration: Google Meet, Integration: Facetime, Integration: Zoom, APAC Region, CONNECT - Interoperability Service →

Dec 2, 02:20:00 GMT+0
Investigating - Multiple regions experienced the loss of call capacity between 2:20UTC and 5:40UTC. Internal licensing failure has been identified as the primary cause of the service disruption..

Dec 2, 10:40:00 GMT+0
Resolved - Multiple regions experienced the loss of call capacity between 2:20UTC and 5:40UTC. Internal licensing failure has been identified as the primary cause of the service disruption. This incident has been resolved. Investigation is still underway..

Duration: 35 minutes

Affected Components: Government, Integration: Microsoft Teams, , US Region, EU Region, Canada Region, Integration: Google Meet, Integration: Facetime, Integration: Zoom, APAC Region, CONNECT - Interoperability Service →

Nov 16, 05:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Starting on November 16, 2025 12:00 AM EST to November 16, 2025 11:59 PM EST. This will have minimal effects on operations..

Nov 16, 04:53:40 GMT+0
Identified - Maintenance is now in progress..

Nov 16, 05:28:52 GMT+0
Completed - Maintenance has completed successfully..

Duration: 1 day, 7 hours and 45 minutes

Affected Components: Government, Canada Region, EU Region, Integration: Microsoft Teams, Integration: Google Meet, US Region, , Integration: Facetime, Integration: Zoom, APAC Region, CONNECT - Interoperability Service →

Oct 25, 03:59:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time. Starting on October 24, 2025 11:59 PM EST to October 25, 2025 11:59 PM EST This will have minimal effects on operations. .

Oct 26, 11:44:07 GMT+0
Completed - Maintenance has completed successfully..

Duration: 5 days, 19 hours and 50 minutes

Affected Components: Integration: Microsoft Teams

Oct 23, 18:02:29 GMT+0
Identified - When the presenter is using PowerPoint Live, the received presentation will freeze on video systems. The problem has been identified and we are continuing to work on a fix for this incident..

Oct 29, 13:52:45 GMT+0
Resolved - This incident has been resolved..

Duration: 20 days, 3 hours and 44 minutes

Affected Components: Government, Integration: Microsoft Teams

Oct 3, 14:14:13 GMT+0
Investigating - We are aware that some GCC-High customers may be experiencing call connection issues. Our team is actively investigating the cause and will provide updates as soon as more information is available..

Oct 3, 17:01:36 GMT+0
Identified - We are continuing to work on a fix for this incident..

Oct 5, 20:46:52 GMT+0
Monitoring - Microsoft has begun rolling out a change to the Teams GCC-High environments. This update may prevent some Synergy SKY–enabled endpoints from joining Teams meetings. On-premises customers should upgrade to the latest Synergy SKY build to restore compatibility. For assistance, contact [support@synergysky.com](mailto:suport@synergysky.com).

Oct 23, 17:58:08 GMT+0
Resolved - This incident has been resolved..

Duration: 42 minutes

Affected Components: Integration: Google Meet, US Region, Integration: Facetime, Canada Region, APAC Region, Integration: Zoom, EU Region, Integration: Microsoft Teams

Sep 6, 12:43:40 GMT+0
Identified - Maintenance is now in progress..

Sep 6, 13:26:05 GMT+0
Completed - Maintenance has completed successfully..

Sep 6, 14:00:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time..

Duration: 5 days, 17 hours and 2 minutes

Affected Components: Integration: Zoom

Oct 3, 14:10:04 GMT+0
Resolved - This incident has been resolved..

Aug 27, 21:08:33 GMT+0
Identified - We are aware of an issue where Zoom layout changes are not performing as expected for some Synergy CONNECT users. This behavior also affects Cisco Macro integrations and DTMF-based controls tied to Zoom layout management. Our engineering team has identified the issue and is actively working on a solution. Meetings remain functional, but affected users may experience inconsistent results when attempting to change layouts. We will provide updates here as soon as more information is available..

Sep 6, 13:27:06 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Duration: 12 days, 22 hours and 46 minutes

Affected Components: Government

Oct 3, 14:11:56 GMT+0
Resolved - This incident has been resolved..

Aug 20, 15:26:20 GMT+0
Investigating - We are currently investigating an issue where the Captcha resolution functionality may not be working properly in Teams. Users can access captcha when joining with a PC using a web browser, but not when using CONNECT via a video system. Call receives "To join, sign in or use Teams on the web" screen and stays stuck. This is currently affecting our Government customers Some users may be affected..

Duration: 13 days, 19 hours and 4 minutes

Affected Components: Integration: Microsoft Teams

Oct 3, 14:17:30 GMT+0
Resolved - Microsoft has confirmed that there are no whiteboard facilities in the web client profile. SynergySKY is monitoring Microsoft progress on this issue and will provide update if/when this is resolved via CONNECT release notes..

Aug 19, 19:13:07 GMT+0
Investigating - We are currently investigating an issue where Microsoft Teams Whiteboarding sessions are not being activated during calls joined via Synergy CONNECT. Customers have also reported the same behavior when accessing via web browsers. Our engineering team is actively working to identify the root cause and will provide additional information as it becomes available. .

Duration: 1 minute

Affected Components: US Region, EU Region

Aug 19, 18:05:00 GMT+0
Identified - We are planning for a scheduled maintenance during that time with regards to the Captcha resolution functionality failing on Teams calls. During this time, active calls will not be affected. Captcha may require a redial. Updates will be provided as necessary. .

Aug 19, 18:05:01 GMT+0
Completed - Maintenance is now in progress.

Duration: 1 day, 18 hours and 26 minutes

Affected Components: US Region, EU Region

Aug 19, 16:42:32 GMT+0
Identified - We have identified the issue and a fix is in progress. The update will be implemented within the next 2-3 hours. Current calls are not affected. .

Aug 18, 20:58:25 GMT+0
Investigating - We are currently investigating an issue where the Captcha resolution functionality may not be working properly in Teams. Users can access captcha when joining with a PC using a web browser, but not when using CONNECT via a video system. Call receives "To join, sign in or use Teams on the web" screen and stays stuck. Some users may be affected. .

Aug 19, 18:59:20 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result. If you continue to experience issues, please contact Synergy SKY Support. On-Prem customers may still experience challenges. We are continuing to investigate this issue. Summary of Update: * A hotfix was applied to address Microsoft Teams Captcha prompts blocking the call join process * The update restores normal call functionality for Captcha activated Microsoft Teams call * No customer action is required.

Aug 20, 15:24:23 GMT+0
Resolved - This incident has been resolved..

Duration: 30 minutes

Affected Components: US Region, , US Region, CONNECT - SIP Registrar Service →

Aug 7, 20:45:23 GMT+0
Resolved - This incident has been resolved..

Aug 7, 20:35:18 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Aug 7, 20:15:43 GMT+0
Investigating - **Incident Summary:** We are currently experiencing an outage affecting the **Registrar service** in the **Americas region**. At this time, no new calls are being handled for endpoints registered to the affected Registrar. Calls in the US are having difficulty establishing calls, it will be rerouted to nodes in Europe. **Impact:** * All new call attempts through the Americas Registrar will fail. * Existing active calls are **not impacted** and will continue until ended. **Scope:** * Americas-based Registrar * Affects SIP endpoints registered in this region **Current Status:** Our engineering team is actively investigating the root cause and working to restore full service as quickly as possible. Updates will be provided as more information becomes available..

Duration: 32 minutes

Affected Components: Integration: Google Meet, US Region, , Integration: Facetime, Canada Region, APAC Region, Integration: Zoom, EU Region, Integration: Microsoft Teams, CONNECT - Interoperability Service →

Jul 30, 12:55:36 GMT+0
Identified - Maintenance is now in progress..

Jul 30, 13:00:00 GMT+0
Identified - A hotfix is being rolled out, any ongoing calls will not be affected but new calls may take multiple attempts to connect..

Jul 30, 13:27:19 GMT+0
Completed - Maintenance has completed successfully..

Duration: 20 hours and 29 minutes

Affected Components: Integration: Google Meet

Jul 30, 13:27:59 GMT+0
Resolved - This incident has been resolved..

Jul 29, 16:58:39 GMT+0
Identified - We are observing inconsistent behavior when changing layouts in a Google Meet. We are working on a fix for this incident..

Duration: 45 minutes

Affected Components: Integration: Google Meet, US Region, , Integration: Facetime, Canada Region, APAC Region, Integration: Zoom, EU Region, Integration: Microsoft Teams, CONNECT - Interoperability Service →

Jul 16, 00:44:55 GMT+0
Completed - Maintenance has completed successfully..

Jul 16, 00:00:00 GMT+0
Identified - **CONNECT Upgrade Maintenance Window Notification** Please be advised that Synergy SKY will perform a scheduled maintenance window for the CONNECT service as follows: * **Start:** July 16 00:00 UTC * **End:** July 16 03:00 UTC **Summary of Improvements:** This hotfix release addresses system stability and performance enhancements, aiming to optimize meeting connection reliability. **Service Impact:** * No impact is expected for ongoing meetings during the upgrade window. * Newly initiated meetings may experience longer connection rates while the system is restarting. We appreciate your understanding and recommend scheduling critical new meetings outside this window where possible. Updates will be posted on our Service Status page. For assistance, contact: [support@synergysky.com](mailto:support@synergysky.com).

Jul 16, 00:10:00 GMT+0
Identified - Maintenance is now in progress..

Duration: 2 days, 4 hours and 16 minutes

Affected Components: Integration: Zoom

Jul 10, 19:43:35 GMT+0
Resolved - This incident has been resolved..

Jul 8, 15:27:32 GMT+0
Investigating - We are investigating reports of unexpected On-Screen Display menus appearing during Zoom calls. This issue may disrupt the user experience during active meetings. We are working to determine the cause and will provide updates as soon as possible..

Jul 9, 16:58:53 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Duration: 2 days, 4 hours and 17 minutes

Affected Components: Integration: Zoom

Jul 9, 16:59:05 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 8, 15:27:11 GMT+0
Investigating - We are currently investigating an issue where video conferencing endpoints are unable to share content into Zoom meetings. Our team is actively working to identify the root cause and will provide updates as we learn more..

Jul 10, 19:43:51 GMT+0
Resolved - This incident has been resolved..

Duration: 6 days, 1 hour and 22 minutes

Affected Components: Integration: Google Meet

Jul 2, 13:30:00 GMT+0
Identified - Google has released a new _Dynamic_ layout in Google Meet, which is now enabled by default. This change disrupts the expected dual-screen presentation behavior on video endpoints connected via Synergy SKY Connect. A resolution addressing this issue has been developed and scheduled for weekend deployment. There is no impact on ongoing calls beyond the display inconsistency during presentations..

Jul 2, 13:45:00 GMT+0
Monitoring - We implemented a fix and are currently monitoring the result..

Jul 8, 14:51:38 GMT+0
Resolved - This incident has been resolved..

Duration: 7 hours

Affected Components: License API

Jul 1, 15:00:00 GMT+0
Completed - Maintenance has completed successfully.

Jul 1, 08:00:01 GMT+0
Identified - Maintenance is now in progress.

Jul 1, 08:00:00 GMT+0
Identified - As part of our continued commitment to performance and reliability, Synergy SKY will be expanding our licensing infrastructure to include regional licensing services in all global service areas starting **July 1, 2025.** This enhancement improves regional efficiency, maintains license validation traffic within deployment geographic, reduces latency, and ensures faster license validation across distributed environments. **Action Required:** Please ensure that your firewall policies reflect the current list of Synergy SKY Cloud IP addresses, available here: [Synergy SKY Cloud IP List](https://download.joingw.com/network/synergysky%5Fcloud%5Fiplist.txt) Failure to allow access to these IP addresses may result in disruptions to license validation services..

Duration: 5 days, 6 hours and 9 minutes

Affected Components: Integration: Zoom, Integration: Google Meet, Integration: Facetime

May 8, 18:06:34 GMT+0
Identified - A hotfix is currently being deployed, there should be no impact on ongoing calls..

May 12, 20:08:41 GMT+0
Resolved - This issue is now resolved. .

May 8, 18:33:32 GMT+0
Monitoring - Upgrade has been completed, we will continue to monitor for any further occurrences..

May 7, 14:00:00 GMT+0
Investigating - We are currently investigating reported issues where several SIP video systems unexpectedly disconnected during active meetings. Synergy SKY is reviewing call logs and registrar activity to determine the root cause. Additional updates will be shared as more information becomes available. All call reconnections have been reported to be successful..

Affected Components: APAC Region, Integration: Zoom, Integration: Google Meet, US Region, Integration: Facetime, EU Region, Canada Region, Integration: Microsoft Teams

Apr 17, 04:00:00 GMT+0
Completed - Updates to the Synergy SKY End User License Agreement (EULA) has taken effect on April 17, 2025, adding changes (in Section 11) to accommodate CONNECT GO usage. The updated version of the Agreement can be found here: <https://support.synergysky.com/hc/en-us/articles/16899742351004-End-User-License-Agreement-and-Data-Statistics>..

Duration: 6 days, 21 hours and 53 minutes

Affected Components: Integration: Microsoft Teams

Apr 16, 13:09:00 GMT+0
Investigating - 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..

Apr 23, 11:02:00 GMT+0
Resolved - The issue has been resolved. .

Duration: 8 days, 16 hours and 41 minutes

Affected Components: Integration: Microsoft Teams

Apr 15, 19:29:00 GMT+0
Investigating - We are currently investigating an intermittent issue where some participants receive a white/blank screen instead of the shared presentation during Microsoft Teams calls. **_Current Workaround:_** Reconnecting to the call usually resolves the issue. Synergy SKY is actively working a solution and will share updates as more information becomes available..

May 25, 12:10:00 GMT+0
Resolved - This incident has been resolved..

Duration: 8 days, 20 hours and 50 minutes

Affected Components: Integration: Google Meet

Apr 15, 07:10:00 GMT+0
Investigating - We are currently investigating a reported issue affecting Google Meet interoperability. Dual-screen participants may not be able to view a far end Presentation Share. Synergy SKY is actively working the issue and will provide more information as it becomes available..

Apr 24, 04:00:00 GMT+0
Resolved - This issue has been resolved.

Duration: 9 days, 1 hour and 30 minutes

Affected Components: Integration: Microsoft Teams

Apr 1, 21:00:00 GMT+0
Investigating - 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. .

Apr 10, 22:30:00 GMT+0
Resolved - 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..

Affected Components: Integration: Zoom, Integration: Google Meet, US Region, APAC Region, Integration: Facetime, EU Region, Canada Region, Integration: Microsoft Teams

Mar 22, 00:00:00 GMT+0
Completed - 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](https://download.joingw.com/network/synergysky%5Fcloud%5Fiplist.txt).