As of 17:02 UTC / 09:02 PST, we are working to resolve the following service incident:
We are investigating performance issues with Zopim. We will provide more information shortly.
17:30 UTC / 09:30 PST
Investigation into issues involving using and managing Zopim continues. More updates to follow.
18:09 UTC / 10:09 PST
We are happy to report that the network issue impacting the Zopim has been fixed. A Post Mortem will be available shortly.
High packet losses in the network used in our EU datacenter caused intermittent failures in the Zopim chat platform, manifesting as failed agent logins and inaccessible management/signup page. The packet losses are attributable to the external network provider we use.
In the course of troubleshooting any possible issues on the network related to the Zopim outage, it was noted that a network event indicating a drop in network volume on one if the network circuits correlated with a surge in connection counts to Zopim - presumably reconnection attempts.
As a troubleshooting step, the circuit was configured to be less preferred for both inbound and outbound traffic. As a result of this change, the Zopim application error rate dropped and Zopim services were normalized.
FOR MORE INFORMATION
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