Incident Report - 2019/10/04
Summary
From Friday, October 4th at 6:01 AM EDT to Friday, October 4th at 12:03 PM EDT, VOIP calls to the Netherlands were intermittently delivered to handsets. This issue primarily affected Vodafone and KPN subscribers.
Details
Duo’s Support Team received notification on October 4, 2019 of issues affecting the delivery of SMS messages to phone numbers based in the Netherlands. After initial investigation, the Support team alerted Duo’s Engineering team at 8:00 AM EDT with confirmation that end users were not receiving VOIP calls. Further investigation led the Engineering team to conclude that the issue affected two carriers, both of which were blocking VOIP calls originating from the Duo platform.
At 9:09 AM EDT Duo’s Engineering team successfully re-routed VOIP traffic for the Netherlands on DUO47 and DUO57 and confirmed with customers that calls were being received successfully. At 12:03 PM EDT Duo’s Engineering team completed rolling out the configuration change to all deployments.
Duo’s Engineering team is working to improve the reliability of VOIP calls with our partners and carriers.