Status History

June 2023

ScreenMeet Live Service Disruption Identified

June 13, 2023 7:27PM EDT
Incident Status: Service Disruption
Components: ScreenMeet Live
Locations: Primary Data Center

June 13, 2023 3:35PM EDT
June 13, 2023 7:35PM UTC
IDENTIFIED
Our engineering team has identified an issue that is impacting the ability for the agent to start and join a Live session as expected (when joining session, it states the room is closed).
We will update this incident in 30 minutes or less.

June 13, 2023 4:03PM EDT
June 13, 2023 8:03PM UTC
MONITORING
Our engineering team has removed the impacted region from our server rotation.
This should restore services to expected operation while the third party provider remediates the issue within the impacted region.

June 13, 2023 7:27PM EDT
June 13, 2023 11:27PM UTC
RESOLVED
Amazon Web Services has resolved the issue that was the root cause of the impacted service degradation.
All systems and ScreenMeet products are operational based on expected behavior at this time.

ScreenMeet Service Disruption Identified

June 13, 2023 7:27PM EDT
Incident Status: Service Disruption
Components: Website, Client Distribution Service, Support Servers, Support Console, Platform Integration - Salesforce, Platform Integration - ServiceNow, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam, ScreenMeet Replay
Locations: Primary Data Center

June 13, 2023 3:45PM EDT
June 13, 2023 7:45PM UTC
IDENTIFIED
Our engineering team has identified an issue that is impacting the ability to use ScreenMeet products within given regions.
Our engineering team has identified that this appears to be related to an outage with our public cloud service provider.
We will closely track the resolution by the cloud services provider and update this incident within the next 30 minutes with the latest available information.

June 13, 2023 3:52PM EDT
June 13, 2023 7:52PM UTC
MONITORING
Our engineering team has removed the impacted region from our server rotation.
This should restore services to expected operation while the third party provider remediates the issue within the impacted region.

March 2023

Beam Service Degradation Identified

March 3, 2023 12:54PM EST
Incident Status: Partial Service Disruption
Components: ScreenMeet Beam
Locations: Primary Data Center

March 3, 2023 12:24PM EST
March 3, 2023 5:24PM UTC
IDENTIFIED
Our engineering team is currently investigating an issue that is causing machines to not show properly within the Beam group.
Changes have been implemented that should start to allow the devices to recover.
Updates will be provided within the next 30 minutes.

March 3, 2023 12:54PM EST
March 3, 2023 5:54PM UTC
RESOLVED
Our team has identified the root cause and implemented a resolution.
Services are now operating as intended.

February 2023

Beam Maintenance [Friday, 2/24 - 6PM to 10PM EST]

February 24, 2023 10:00PM EST
Incident Status: Planned Maintenance
Description: Please be advised that the Beam application will undergo maintenance on 2/24 at 6pm EST, lasting approximately 4 hours.

Components: ScreenMeet Beam
Locations: Primary Data Center
Schedule: February 24, 2023 6:00PM - February 24, 2023 10:00PM EST

February 24, 2023 6:00PM EST
February 24, 2023 11:00PM UTC
UPDATE
Scheduled maintenance is starting.

February 24, 2023 10:00PM EST
February 25, 2023 3:00AM UTC
UPDATE
Scheduled maintenance is complete.

Remote Support service disruption identified if using preinstalled package and autoupdate enabled.

February 8, 2023 2:29PM EST
Incident Status: Service Disruption
Components: ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center

February 8, 2023 11:44AM EST
February 8, 2023 4:44PM UTC
INVESTIGATING
Our team has identified an issue that may impact the ability to connect to ScreenMeet sessions if you have installed the MSI package to machines with the auto-update feature enabled.
Our engineering team is actively investigating this issue and the likely root cause has been identified.
An update will be provided on this incident in 30 minutes.

February 8, 2023 12:10PM EST
February 8, 2023 5:10PM UTC
INVESTIGATING
Our team continues to actively investigate the root cause of the issue.

February 8, 2023 2:29PM EST
February 8, 2023 7:29PM UTC
RESOLVED
Our engineering team has identified the root cause and released a hotfix of the MSI package to production which resolves the issue/incident.

January 2023

Remote Support download issue

January 18, 2023 3:04PM EST
Incident Status: Service Disruption
Components: Website, Client Distribution Service, Support Servers, Support Console, Platform Integration - Salesforce, Platform Integration - ServiceNow, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam, ScreenMeet Replay
Locations: Primary Data Center

January 18, 2023 2:38PM EST
January 18, 2023 7:38PM UTC
INVESTIGATING
Currently, customers downloading Remote Support on Windows are experiencing an issue. We are investigating the issue now.

January 18, 2023 3:04PM EST
January 18, 2023 8:04PM UTC
RESOLVED
Our engineering team has identified and applied a fix for the current incident.

September 2022

Partial Beam Service Disruption

September 28, 2022 5:23PM EDT
Incident Status: Partial Service Disruption
Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center

September 28, 2022 2:00PM EDT
September 28, 2022 6:00PM UTC
INVESTIGATING
We have been notified by AWS that there is service degradation that is impacting Beam groups located in US-West.

September 28, 2022 5:23PM EDT
September 28, 2022 9:23PM UTC
RESOLVED
Third-party provider has reported that their services have returned to expected normal operating levels.
Internal testing shows that the Beam service is now operating as expected.
Incident resolved.

July 2022

ScreenMeet Maintenance notification for 7/22 at 7PM PST / 10PM EST

July 22, 2022 11:31PM EDT
Incident Status: Planned Maintenance
Description: Date of maintenance: 7/22/2022

Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center
Schedule: July 22, 2022 10:00PM - July 23, 2022 12:00AM EDT

July 22, 2022 10:02PM EDT
July 23, 2022 2:02AM UTC
UPDATE
Maintenance begins: 7PM PST / 10PM EST/ 2AM UTC

July 22, 2022 11:31PM EDT
July 23, 2022 3:31AM UTC
UPDATE
The maintenance window has been completed.

March 2022

ScreenMeet CoBrowse System Disruption

March 9, 2022 4:36PM EST
Incident Status: Service Disruption
Components: ScreenMeet CoBrowse
Locations: Primary Data Center

March 9, 2022 4:22PM EST
March 9, 2022 9:22PM UTC
IDENTIFIED
Our engineering team has identified an issue that is impacting the ability for the agent to view a CoBrowse session as expected.
We will update this incident in 30 minutes or less.

March 9, 2022 4:36PM EST
March 9, 2022 9:36PM UTC
RESOLVED
Our engineering team has identified and resolved the reported issue.

December 2021

Service Impaired Due To Third Party Cloud Provider

December 15, 2021 11:17AM EST
Incident Status: Degraded Performance
Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center

December 15, 2021 11:02AM EST
December 15, 2021 4:02PM UTC
INVESTIGATING
Service is impaired due to a network disruption with a third party cloud provider. We will update every 30 minutes.

December 15, 2021 11:17AM EST
December 15, 2021 4:17PM UTC
RESOLVED
The issue has been resolved and services are recovered.

Services diminished for US

December 8, 2021 10:59AM EST
Incident Status: Operational
Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center

December 7, 2021 1:40PM EST
December 7, 2021 6:40PM UTC
INVESTIGATING
Due to AWS service outage our US services are suffering outages. We are currently monitoring this and will take actions as we are able.

December 8, 2021 10:59AM EST
December 8, 2021 3:59PM UTC
RESOLVED
Services are restored, AWS outage has been resolved.

November 2021

Degraded service with API

November 30, 2021 1:01PM EST
Incident Status: Degraded Performance
Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support, ScreenMeet Beam
Locations: Primary Data Center

November 30, 2021 12:32PM EST
November 30, 2021 5:32PM UTC
INVESTIGATING
We are currently tracking a degradation of the API service. The team is currently working to resolve this.

November 30, 2021 1:01PM EST
November 30, 2021 6:01PM UTC
RESOLVED
Update: We identified the root cause to be a side effect of an issue with one of our CRM partners. The issue is resolved and performance is coming back to normal levels.

August 2021

Unattended Component Scheduled Maintenance

August 12, 2021 8:28PM EDT
Incident Status: Planned Maintenance
Description: We are releasing new features for Unattended component. We expect brief interruption during this release time.

Components: ScreenMeet Beam
Locations: Primary Data Center
Schedule: August 12, 2021 7:00PM - August 12, 2021 8:00PM EDT

August 12, 2021 8:28PM EDT
August 13, 2021 12:28AM UTC
UPDATE
Starting

August 12, 2021 8:28PM EDT
August 13, 2021 12:28AM UTC
UPDATE
Finished

May 2021

Service impact due to Salesforce

May 11, 2021 10:11PM EDT
Incident Status: Partial Service Disruption
Components: API Service
Locations: Primary Data Center

May 11, 2021 5:48PM EDT
May 11, 2021 9:48PM UTC
IDENTIFIED
Salesforce is experiencing an outage. Your ScreenMeet service may be impacted as a result.

May 11, 2021 10:11PM EDT
May 12, 2021 2:11AM UTC
RESOLVED
All back normal.

April 2021

ScreenMeet scheduled maintenance, no downtime expected

April 22, 2021 4:30PM EDT
Incident Status: Planned Maintenance
Description: Updating application, and database. No downtime expected.

Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support
Locations: Primary Data Center
Schedule: April 22, 2021 12:30PM - April 22, 2021 4:30PM EDT

April 22, 2021 12:30PM EDT
April 22, 2021 4:30PM UTC
UPDATE
Scheduled maintenance is starting

April 22, 2021 4:30PM EDT
April 22, 2021 8:30PM UTC
UPDATE
Scheduled maintenance is complete.

December 2020

Windows certs update

December 30, 2020 3:00PM EST
Incident Status: Planned Maintenance
Description: Windows customers may see warning from windows defender due to expired certs.

Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support
Locations: Primary Data Center
Schedule: December 30, 2020 2:00PM - December 30, 2020 3:00PM EST

December 30, 2020 2:00PM EST
December 30, 2020 7:00PM UTC
UPDATE
Start

December 30, 2020 3:00PM EST
December 30, 2020 8:00PM UTC
UPDATE
End.

November 2020

Annual maintenance to update SSL Certification

November 24, 2020 6:11PM EST
Incident Status: Planned Maintenance
Description: On Tuesday, November 24th we will be performing our annual SSL certification update. It will take approximately thirty minutes and will be done sometime between 1 and 5 PM PST on that day. This may result in intermittent disruption to ScreenMeet sessions which can be resolved with a refresh or reset.

Components: Website, Client Distribution Service, Support Servers, Support Console, API Service, ScreenMeet Live, ScreenMeet CoBrowse, ScreenMeet Remote Support
Locations: Primary Data Center
Schedule: November 24, 2020 4:00PM - November 24, 2020 8:00PM EST

November 24, 2020 6:10PM EST
November 24, 2020 11:10PM UTC
UPDATE
Maintenance work started.

November 24, 2020 6:11PM EST
November 24, 2020 11:11PM UTC
UPDATE
Maintenance complete. SSL certs updated.

Problems with zendesk data integration

November 18, 2020 5:27PM EST
Incident Status: Degraded Performance
Components: Support Servers, Support Console, API Service
Locations: Primary Data Center

November 18, 2020 3:56PM EST
November 18, 2020 8:56PM UTC
IDENTIFIED
Impairment with zendesk data integration.

November 18, 2020 5:27PM EST
November 18, 2020 10:27PM UTC
RESOLVED
The issue is resolved.

October 2020

Some Cobrowse sessions not getting recorded

October 26, 2020 1:16PM EDT
Incident Status: Degraded Performance
Components: ScreenMeet CoBrowse
Locations: Primary Data Center

October 26, 2020 11:11AM EDT
October 26, 2020 3:11PM UTC
INVESTIGATING
Systems impaired partially that cobrowse sessions may not be recording correctly.

October 26, 2020 1:16PM EDT
October 26, 2020 5:16PM UTC
RESOLVED
Issue resolved.

May 2020

Error creating new sessions

May 30, 2020 4:18PM EDT
Incident Status: Service Disruption
Components: Client Distribution Service, Support Servers, Support Console, API Service
Locations: Primary Data Center

May 30, 2020 7:45AM EDT
May 30, 2020 11:45AM UTC
INVESTIGATING
Errors creating new sessions.

May 30, 2020 10:36AM EDT
May 30, 2020 2:36PM UTC
IDENTIFIED
Only cobrowse facing issues currently.

May 30, 2020 4:18PM EDT
May 30, 2020 8:18PM UTC
RESOLVED
All services working fine.