# 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.