Title
Mobile Commons: RCA - 2021/08/13 - Outgoing Messages (MT) outage
Information
Title: Upland Mobile Messaging Intermittent Terminated Messages Issue
DATE, TIME AND DURATION
START TIME: 2021-08-13 10:18 ET
RESOLUTION TIME: 2021-08-13 15:02 ET
Duration: 1 hours, 44 minutes
OVERVIEW
On Friday, August 13, 2021, Mobile Commons and Waterfall Support received reports where some users experienced rejected mobile terminated (MT) messages due to connectivity issues with some wireless carriers.
CORRECTIVE ACTION
Further investigation confirmed our aggregator partner experienced an outage, which caused some outgoing messages to fail to reach wireless carriers. The outage was due to a non- impacting configuration change that was made during a low traffic area for upgrade purposes. Once contact was made with our partner, the changes were reverted, and service was restored.
Remediation steps as follows:
- Contacted our aggregator partner about issue.
- Changes made by our partner were reverted and service was restored.
- Work to update our aggregator connections to comply with the changes they are making are in progress. Changes made by our partner will not be reapplied until we have had ample opportunity for thorough testing to confirm our platforms will not experience any issues in the future.
Keywords RCA import upload document RCA2021.08.13 raexternalrequest
Solution ID
220518103232483
Last Modified Date
05/18/2022 10:41:46 AM
Renew Date
05/18/2023
Status
Published
Author
Taxonomy
- Mobile Commons > RCA-Root Cause Analysis
Collections
- UMM Support
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