Synergy SKY - Notice history

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License API - Operational

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Dec 2025 · 100.0%Jan 2026 · 100.0%Feb · 100.0%

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Dec 2025
Jan 2026
Feb 2026

Notice history

Feb 2026

Support Ticketing System Update
  • Completed
    February 16, 2026 at 2:00 PM
    Completed
    February 16, 2026 at 2:00 PM

    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 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.

Maintenance Window - February 14
  • Planned
    February 28, 2026 at 12:00 AM
    Planned
    February 28, 2026 at 12:00 AM

    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.

  • Completed
    February 14, 2026 at 12:00 AM
    Completed
    February 14, 2026 at 12:00 AM
    Maintenance has completed successfully.
US Region: Capacity Issues
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    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.

  • Resolved
    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.

  • Investigating
    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.

Jan 2026

Lobby Auto Admit Issue
  • Resolved
    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.

  • Investigating
    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.

US Primary Node Offline
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    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.

Maintenance Window - January 24, 2026
  • Completed
    January 24, 2026 at 7:45 PM
    Completed
    January 24, 2026 at 7:45 PM
    Maintenance has completed successfully.
  • In progress
    January 24, 2026 at 2:22 PM
    In progress
    January 24, 2026 at 2:22 PM
    Maintenance is now in progress.
  • Planned
    January 24, 2026 at 12:00 AM
    Planned
    January 24, 2026 at 12:00 AM

    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.

Dec 2025

Continuous layout switching on Primary display (Dual Screen)
  • Resolved
    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

  • Update
    Update
    We implemented a fix and are currently monitoring the result.
  • Monitoring
    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.

  • Identified
    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 for details and system requirements.

  • Investigating
    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.

Multiple Region Disruption
  • Resolved
    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.

  • Investigating
    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 2025 to Feb 2026

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