Synergy SKY - Historique des incidents

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juil. 2025
août 2025
sept. 2025

Historique des incidents

sept. 2025

Core Service upgrade
  • Pas encore commencé
    septembre 06, 2025 à 14:00
    Pas encore commencé
    septembre 06, 2025 à 14:00
    We are planning for a scheduled maintenance during that time.
  • Terminé
    septembre 06, 2025 à 13:26
    Terminé
    septembre 06, 2025 à 13:26
    Maintenance has completed successfully.
  • En cours
    septembre 06, 2025 à 12:43
    En cours
    septembre 06, 2025 à 12:43
    Maintenance is now in progress.

août 2025

Zoom Layout Changes - Degraded Performance
  • Résolu
    Résolu
    This incident has been resolved.
  • Surveillé
    Surveillé
    We implemented a fix and are currently monitoring the result.
  • Identifié
    Identifié

    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.

Captcha Automatic Resolution Functionality Failing - Government
  • Résolu
    Résolu
    This incident has been resolved.
  • Détecté
    Détecté

    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.

Microsoft Whiteboard Initiation Issue
  • Résolu
    Résolu

    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.

  • Détecté
    Détecté

    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.

Captcha Automatic Resolution Functionality Failing
  • Terminé
    août 19, 2025 à 18:05
    Terminé
    août 19, 2025 à 18:05
    La maintenance est en cours
  • Pas encore commencé
    août 19, 2025 à 18:05
    Pas encore commencé
    août 19, 2025 à 18:05

    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.

Captcha automatic resolution Functionality failing
  • Résolu
    Résolu
    This incident has been resolved.
  • Surveillé
    Surveillé

    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

  • Identifié
    Identifié

    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.

  • Détecté
    Détecté

    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.

juil. 2025

Hotfix Deployment for Google Meet Layout
  • Terminé
    juillet 30, 2025 à 13:27
    Terminé
    juillet 30, 2025 à 13:27
    Maintenance has completed successfully.
  • Pas encore commencé
    juillet 30, 2025 à 13:00
    Pas encore commencé
    juillet 30, 2025 à 13:00

    A hotfix is being rolled out, any ongoing calls will not be affected but new calls may take multiple attempts to connect.

  • En cours
    juillet 30, 2025 à 12:55
    En cours
    juillet 30, 2025 à 12:55
    Maintenance is now in progress.
Inconsistent Layout changes
  • Résolu
    Résolu
    This incident has been resolved.
  • Identifié
    Identifié

    We are observing inconsistent behavior when changing layouts in a Google Meet. We are working on a fix for this incident.

CONNECT Upgrade Maintenance Window
  • Terminé
    juillet 16, 2025 à 00:44
    Terminé
    juillet 16, 2025 à 00:44
    Maintenance has completed successfully.
  • En cours
    juillet 16, 2025 à 00:10
    En cours
    juillet 16, 2025 à 00:10
    Maintenance is now in progress.
  • Pas encore commencé
    juillet 16, 2025 à 00:00
    Pas encore commencé
    juillet 16, 2025 à 00:00

    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

Zoom Calls - On-Screen Display
  • Résolu
    Résolu
    This incident has been resolved.
  • Surveillé
    Surveillé
    We implemented a fix and are currently monitoring the result.
  • Détecté
    Détecté

    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.

Zoom Calls - Content Sharing
  • Résolu
    Résolu
    This incident has been resolved.
  • Surveillé
    Surveillé
    We implemented a fix and are currently monitoring the result.
  • Détecté
    Détecté

    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.

juil. 2025 à sept. 2025

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