Resolved after 1 day 17 hours, affecting EU, on October 19, 2026.
**Incident Summary** Between 14:50 UTC and 15:12 UTC on 19th October 2026, calls to certain numbers in the Nordics region that rely on recorded messages or menus were unable to connect as expected, including automated menus, voicemail and call queues. Multiple partners reported the issue to our Support team. Our engineers quickly located the fault and took corrective action on the affected servers, and normal call handling resumed at 15:12 UTC, with all services verified as stable. **Root Cause** Following planned maintenance on 7th October 2026, new media servers were brought into service. During this work, a process error meant the storage configuration and monitoring safeguards were not applied as intended. As a result, storage capacity on these servers gradually filled over the following days without any alert being raised. By 19th October 2026, capacity was exhausted and the servers could no longer play audio content. **Incident Resolution** Our operations team identified the cause and freed up storage capacity on the affected servers. Service was restored at 15:12 UTC, and normal operation of audio prompts and menus resumed. Monitoring was also introduced at the same time to provide early warning should a similar situation arise. **Mitigative Actions** * Rebuild the affected media servers to a corrected, standardised configuration. * Update installation and setup documentation to reduce the risk of configuration errors. * Enable storage monitoring and alerting across the affected production and test environments. **Timeline** * 07 Oct 2026, 19:00 - Planned maintenance completed and new media servers brought into service. * 19 Oct 2026, 14:50 - Storage capacity was exhausted and affected calls began to fail. * 19 Oct 2026, 14:53 - Our operations team began investigating following partner reports to Support. * 19 Oct 2026, 15:08 - The cause was identified. * 19 Oct 2026, 15:09 - Major incident declared. * 19 Oct 2026, 15:12 - Storage capacity was cleared and normal call handling resumed, with monitoring added to provide early warning of any recurrence.
Affected components
Update timeline
- investigating Oct 19, 2026, 03:19 PM UTC
Our Platform team has identified the root cause of the issue and implemented corrective measures to restore application services. We will continue to monitor service availability for the next 24 hours. and do not anticipate any further impact at this time. Thank you. Dstny Support.
- monitoring Oct 19, 2026, 03:26 PM UTC
Our Platform team has identified the root cause of the issue and implemented corrective measures to restore application services. We will continue to monitor service availability for the next 24 hours. and do not anticipate any further impact at this time. Thank you. Dstny Support.
- monitoring Oct 19, 2026, 03:32 PM UTC
We are writing to inform you that an issue occurred earlier, affecting our Core calling platform, including desktop clients and desk phones, in the Nordics region. The incident has been fully resolved, and services have been restored. This caused inbound calls to fail when answered by an IVR for users in the affected areas. Our Platform team identified the root cause of the issue and implemented corrective measures to restore application services. We will continue to monitor service availability for the next 24 hours to ensure there is no further impact. We do not anticipate any further impact at this time. We apologise for any inconvenience caused, thank you for your understanding, and appreciate your continued patience. If you have any questions or concerns, please do not hesitate to contact our support team. Dstny Support
- resolved Oct 21, 2026, 08:27 AM UTC
We are pleased to confirm that this incident has been fully resolved. Over the past 24 hours, we have closely monitored the situation and observed no recurrence or further impact. We have determined the root cause and have implemented measures to prevent future occurrences. To provide transparency and insight into the incident, a detailed post-mortem report will be made available within the next 5 business days. We sincerely apologise for any inconvenience caused and thank you for your patience and understanding throughout this incident. Should you have any further questions or concerns, please feel free to reach out to our support team. Thank you, Dstny Support
- postmortem Oct 22, 2026, 11:34 AM UTC
**Incident Summary** Between 14:50 UTC and 15:12 UTC on 19th October 2026, calls to certain numbers in the Nordics region that rely on recorded messages or menus were unable to connect as expected, including automated menus, voicemail and call queues. Multiple partners reported the issue to our Support team. Our engineers quickly located the fault and took corrective action on the affected servers, and normal call handling resumed at 15:12 UTC, with all services verified as stable. **Root Cause** Following planned maintenance on 7th October 2026, new media servers were brought into service. During this work, a process error meant the storage configuration and monitoring safeguards were not applied as intended. As a result, storage capacity on these servers gradually filled over the following days without any alert being raised. By 19th October 2026, capacity was exhausted and the servers could no longer play audio content. **Incident Resolution** Our operations team identified the cause and freed up storage capacity on the affected servers. Service was restored at 15:12 UTC, and normal operation of audio prompts and menus resumed. Monitoring was also introduced at the same time to provide early warning should a similar situation arise. **Mitigative Actions** * Rebuild the affected media servers to a corrected, standardised configuration. * Update installation and setup documentation to reduce the risk of configuration errors. * Enable storage monitoring and alerting across the affected production and test environments. **Timeline** * 07 Oct 2026, 19:00 - Planned maintenance completed and new media servers brought into service. * 19 Oct 2026, 14:50 - Storage capacity was exhausted and affected calls began to fail. * 19 Oct 2026, 14:53 - Our operations team began investigating following partner reports to Support. * 19 Oct 2026, 15:08 - The cause was identified. * 19 Oct 2026, 15:09 - Major incident declared. * 19 Oct 2026, 15:12 - Storage capacity was cleared and normal call handling resumed, with monitoring added to provide early warning of any recurrence.
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