Start: 12:58 UTC 04/30/25 Stop: 14:46 UTC 04/30/25 Findings: Document conversion servers experienced an issue resulting in document conversion failures on outbound faxes. Resolution: The servers were restarted to resolve the errors. We are analyzing the event to further determine root cause of the document conversion failures. Customer Experience:
Some sent/outbound faxes would have received the following in the webhook notification for the fax:
status: failure
error_type: documentConversion Error
The fax will need to be resent. Future: Engineering is working on reviewing server logs and alerts to alleviate the issue from occurring in the future
Posted Apr 30, 2025 - 15:57 CDT
Resolved
This incident has been resolved.
Posted Apr 30, 2025 - 15:33 CDT
Monitoring
Services are now restored - we have restarted the applications and are currently monitoring. If you do experience more issues, please advise us at support@sinch.com.
Posted Apr 30, 2025 - 09:52 CDT
Identified
We have identified an issue with some outbound faxes failing due to document conversion errors. We are actively investigating and will continue to provide updates.