Monday July 6, 2020

Incident

Calls may not properly connect for some teams

Issue Summary:
On July 6, 2020 from 7:00 a.m. PDT to 9:51 a.m. PDT, some customers were unable to connect to calls in Slack. As we began investigating, we found that requests to our servers for our calls feature were being limited by an upstream service provider, causing the requests to time out. We design these requests to retry several times after an initial failure, which exacerbated the issue.

We temporarily reverted all users back to a legacy framework for calls, which resolved the issue for all impacted users. We are working closely with our service provider to ensure the way our servers process requests does not result in any further issues before reverting back to our updated calls framework.

1:57 PM PST

We've resolved this issue and all customers should be able to connect to their calls once again. Thank you for bearing with us while we worked to get things fixed up.

If you are still experiencing any issues with calls after refreshing Slack (CMD / CTRL + R) twice, please let us know at feedback@slack.com.

10:34 AM PST

The issues with calls are not yet fully resolved, but we believe that with a couple of refreshes to your workspace (CMD / CTRL + R) that you should be able to connect properly. We'll continue to keep you updated with information as we have it.

9:08 AM PST

Our team has kicked off an investigation with our calls feature working intermittently. We'll keep you updated as we know more.

7:30 AM PST

Services affected

Calls

Status

Incident