Postmortem
Summary
From January 17, 2025, to February 5, 2025, a prolonged SMS delivery issue in the United Arab Emirates (UAE) region caused complete SMS authentication failures. The failures were caused by the blocking of Duo’s sender identification by regional carriers.
The issue was resolved by renewing the sender identification used by our vendor for the UAE region.
Timeline of Events
January 17, 2025
10:45 UTC: SMS failures are reported, and investigation begins.
10:50 Engineering sends traffic from primary provider to secondary provider. Traffic success does not improve.
11:15: A support request with the primary and secondary SMS vendor is opened. The vendors cite downstream providers as the root cause.
15:00: Issue is escalated further to the vendors. They request Duo re-register their sender identification.
January 19-24, 2025: Ongoing communication and escalation with vendors.
January 24, 2025: Legal documentation process initiated to re-register sender identification.
January 31, 2025: Traffic is redirected to another vendor but is unsuccessful due to downstream carrier issues.
February 5, 2025: SMS services restored after being unblocking by the vendor.
Details
Duo worked diligently to partner with our vendors to restore service as quickly as possible. We have requested a root cause analysis from our vendor and will provide further updates when it is made available.
Posted Feb 28, 2025 - 05:20 EST
Resolved
The issue causing intermittent SMS delivery failures in the UAE has been resolved.
Posted Feb 05, 2025 - 12:12 EST
Monitoring
A fix has been deployed for the issue causing intermittent SMS delivery failures in the UAE. We are continuing to monitor the results of the fix at this time.
Posted Feb 05, 2025 - 11:58 EST
Update
While we have identified the issue causing intermittent SMS delivery failures in the UAE, we are still waiting for a solution to be provided by the local carriers. We are continuing to monitor the situation closely and will provide updates as they are available.
During this time, please use alternate authentication methods such as Duo Push, Duo Mobile Passcodes, Hardware Tokens etc to login to your Duo-protected integrations.
Posted Feb 03, 2025 - 13:17 EST
Update
We have identified the issue causing intermittent SMS delivery failures in the UAE. Local carriers are experiencing some intermittence. We are continuing to monitor the situation closely and will provide updates as they are available.
During this time, please use alternate authentication methods such as Duo Push, Duo Mobile Passcodes, Hardware Tokens etc to login to your Duo-protected integrations.
Posted Jan 23, 2025 - 10:10 EST
Identified
We have identified the issue causing SMS Delivery failures in the UAE and are waiting for our service provider to implement a fix.
Please check back here or subscribe to updates for any changes.
Posted Jan 17, 2025 - 08:00 EST
Investigating
We are currently experiencing an issue with SMS Delivery in UAE. we are currently investigating the issue.
Posted Jan 17, 2025 - 06:13 EST
This incident affected: DUO1 (SMS Message Delivery), DUO2 (SMS Message Delivery), DUO3 (SMS Message Delivery), DUO4 (SMS Message Delivery), DUO5 (SMS Message Delivery), DUO6 (SMS Message Delivery), DUO7 (SMS Message Delivery), DUO8 (SMS Message Delivery), DUO47 (SMS Message Delivery), DUO10 (SMS Message Delivery), DUO11 (SMS Message Delivery), DUO12 (SMS Message Delivery), DUO13 (SMS Message Delivery), DUO14 (SMS Message Delivery), DUO15 (SMS Message Delivery), DUO16 (SMS Message Delivery), DUO17 (SMS Message Delivery), DUO18 (SMS Message Delivery), DUO19 (SMS Message Delivery), DUO20 (SMS Message Delivery), DUO21 (SMS Message Delivery), DUO22 (SMS Message Delivery), DUO23 (SMS Message Delivery), DUO24 (SMS Message Delivery), DUO25 (SMS Message Delivery), DUO26 (SMS Message Delivery), DUO27 (SMS Message Delivery), DUO28 (SMS Message Delivery), DUO29 (SMS Message Delivery), DUO30 (SMS Message Delivery), DUO31 (SMS Message Delivery), DUO32 (SMS Message Delivery), DUO33 (SMS Message Delivery), DUO34 (SMS Message Delivery), DUO36 (SMS Message Delivery), DUO37 (SMS Message Delivery), DUO38 (SMS Message Delivery), DUO39 (SMS Message Delivery), DUO40 (SMS Message Delivery), DUO41 (SMS Message Delivery), DUO42 (SMS Message Delivery), DUO43 (SMS Message Delivery), DUO44 (SMS Message Delivery), DUO45 (SMS Message Delivery), DUO46 (SMS Message Delivery), DUO48 (SMS Message Delivery), DUO9 (SMS Message Delivery), DUO49 (SMS Message Delivery), DUO50 (SMS Message Delivery), DUO51 (SMS Message Delivery), DUO52 (SMS Message Delivery), DUO53 (SMS Message Delivery), DUO54 (SMS Message Delivery), DUO55 (SMS Message Delivery), DUO56 (SMS Message Delivery), DUO57 (SMS Message Delivery), DUO58 (SMS Message Delivery), DUO59 (SMS Message Delivery), DUO60 (SMS Message Delivery), DUO61 (SMS Message Delivery), DUO62 (SMS Message Delivery), DUO63 (SMS Message Delivery), DUO64 (SMS Message Delivery), DUO65 (SMS Message Delivery), DUO66 (SMS Message Delivery), DUO67 (SMS Message Delivery), DUO68 (SMS Message Delivery), DUO69 (SMS Message Delivery), DUO70 (SMS Message Delivery), DUO71 (SMS Message Delivery), DUO72 (SMS Message Delivery), DUO73 (SMS Message Delivery), DUO74 (SMS Message Delivery), DUO75 (SMS Message Delivery), DUO76 (SMS Message Delivery), DUO77 (SMS Message Delivery), DUO78 (SMS Message Delivery), DUO79 (SMS Message Delivery), DUO80 (SMS Message Delivery), DUO81 (SMS Message Delivery), and DUO35 (SMS Message Delivery).