Customer Impact (Summary)

• What happened: Customers were unable to send or receive faxes.
• Who was affected: All Native Fax clients.
• When it began: August 19, 2026 at 3:21 PM ET.
• Total downtime: Approximately 6.5 hours across two separate periods (see Impact Summary).
• Current status: Resolved. Fax service has been stable since the evening of August 20 and was confirmed fully resolved on August 21, 2026.
• Workaround: None was available during either outage, as communicated in the status announcements.

• Native Fax (Inbound and Outbound)

• 3:21 PM ET – First case received reporting symptoms later confirmed related to the outage.
• 4:41 PM ET – Troubleshooting identified the fax server was offline; escalated as an outage.
• 5:00 PM ET – Director of Technology (DOT) confirmed the service had completely stopped and attempted a restart.
• 5:06 PM ET – Subsequent test faxes were still failing with a port lockup error.
• 5:13 PM ET – Core Services Engineer's (CSE) rebooted the fax server.
• 5:27 PM ET – Test fax still failing after full server reboot.
• 5:31 PM ET – CSE rebooted the fax server a second time.
• 5:46 PM ET – Test fax sent to confirm service was working properly.
• 5:49 PM ET – Inbound and outbound faxes confirmed successful.
• 6:00 PM ET – Root cause identified as a failure of the fax port server.

• 3:53 PM ET – After 24 hours of monitoring, the server was found to be down again.
• 4:00 PM ET – DOT stopped the server service to allow memory to clear before restart.
• 4:17 PM ET – FaxBack engineers joined a call with CSE to assist with troubleshooting.
• 4:31 PM ET – Server appeared back online; monitoring continued.
• 4:35 PM ET – Server functionality restored.
• 4:46 PM ET – Server appeared stable, with inbound and outbound faxes functioning normally.
• 6:56 PM ET – System alert showed the port server had stopped running again, confirmed by CSE.
• 7:05 PM ET – Test faxes sent to confirm functionality.
• 7:14 PM ET – Test faxes confirmed failed.
• 7:19 PM ET – Multiple restart attempts unsuccessful.
• 7:40 PM ET – Port server restart unsuccessful.
• 7:46 PM ET – Server reboot attempted.
• 7:52 PM ET – Service restore after reboot unsuccessful.
• 8:14 PM ET – Re-engaged Faxback engineers.
• 8:57 PM ET – FaxBack determined a server upgrade was needed.
• 9:20 PM ET – CSE performed the fax server upgrade alongside FaxBack.
• 9:56 PM ET – Fax server back up and running.
• 10:01 PM ET – Inbound and outbound test faxes successful.

• 5:00 PM ET – After 24 hours of sustained stability, the incident was marked as resolved.

• NativeFax Inbound & Outbound Fax Service Outage: approximately 6.5 hours of cumulative customer impact across three separate failure events between August 19–20.
• All end users on the NativeFax platform were unable to send or receive faxes during the affected windows.

• Installed provided port server update that includes improved functionality, debugging and auto recovering of the port server service.
• Identified areas of improvement for proactive monitoring alerting.

• Continue implementing HA failover for the Native Fax server.