Phaxio incident
Phaxio Outbound Fax Conversion Issue // Event Notification
Resolved after 6 hours 3 minutes, affecting Outbound Faxing, on April 30, 2025.
**Start:** 12:58 UTC 04/30/25 **Stop:** 14:46 UTC 04/30/25 **Findings:** Document conversion servers experienced an issue resulting in document conversion failures on outbound faxes. **Resolution:** The servers were restarted to resolve the errors. We are analyzing the event to further determine root cause of the document conversion failures. **Customer Experience:** Some sent/outbound faxes would have received the following in the webhook notification for the fax: status: failure error\_type: documentConversion Error The fax will need to be resent. **Future:** Engineering is working on reviewing server logs and alerts to alleviate the issue from occurring in the future
Affected components
Update timeline
- identified Apr 30, 2025, 02:29 PM UTC
We have identified an issue with some outbound faxes failing due to document conversion errors. We are actively investigating and will continue to provide updates.
- monitoring Apr 30, 2025, 02:52 PM UTC
Services are now restored - we have restarted the applications and are currently monitoring. If you do experience more issues, please advise us at [email protected].
- resolved Apr 30, 2025, 08:33 PM UTC
This incident has been resolved.
- postmortem Apr 30, 2025, 08:50 PM UTC
**Start:** 12:58 UTC 04/30/25 **Stop:** 14:46 UTC 04/30/25 **Findings:** Document conversion servers experienced an issue resulting in document conversion failures on outbound faxes. **Resolution:** The servers were restarted to resolve the errors. We are analyzing the event to further determine root cause of the document conversion failures. **Customer Experience:** Some sent/outbound faxes would have received the following in the webhook notification for the fax: status: failure error\_type: documentConversion Error The fax will need to be resent. **Future:** Engineering is working on reviewing server logs and alerts to alleviate the issue from occurring in the future
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