System Issue: April 7, 2025
Subject: Intermittent Connectivity Issues - 4/7/2025
At approximately 9:00 AM PT on Saturday, April 5th, we received reports of intermittent connectivity issues affecting several of our systems, including the messaging API, digital kiosks, and platform access.
Our engineering team promptly investigated and identified a malfunction within the Internet Information Services (IIS) on one of our virtual servers. After restarting the IIS, the immediate connection issues were resolved for impacted users.
We recognize that the IIS issue is ongoing, and our engineers are actively monitoring the situation to mitigate any further disruptions. Additionally, we are continuing to work toward identifying the root cause of this behavior.
If you experience any platform or API connectivity issues, please reach out to us at support@ivisionmobile.com with the relevant details, and our team will promptly investigate.
We greatly appreciate your patience, and as always, if you have any questions or concerns, don't hesitate to contact us. We are committed to ensuring a smooth experience and will respond as quickly as possible.
Thank you,
iVision Mobile Support Team
--UPDATE -- 4/9/2025 3:13pm PT
Our engineering team continues to investigate the root cause of the intermittent IIS malfunction. While recent system tuning has led to improved performance and faster operation, we are still experiencing occasional timeouts that require an IIS restart to restore normal functionality.
We understand how disruptive this can be and sincerely apologize for the inconvenience. Please know that resolving this issue is our top priority, and we’ve dedicated all available resources to finding a permanent solution.
We’ll continue to share updates as new information becomes available. Thank you for your patience and understanding.
--RESOLVED-- 4/9/2025 9:00pm PT
Our engineering team successfully identified the root cause of the intermittent system timeouts as the carrier lookup utility. To mitigate the issue, the carrier lookup process was isolated to a dedicated virtual machine, which promptly alleviated the system load and resolved the timeout occurrences. As of 9:00 PM PST on April 9th, the issue has been fully resolved, and no further reports of system timeouts have been received.