Flex Ui 2.15 Token Refresh Issue Calls Dropping


Incident resolved in 91h31m15s

Resolved

Our engineers have implemented a fix for the high impact bug with Flex UI 2.15. A new patch has been released, and the customers should not encounter any other errors.

1765816910

Update

Our engineers have implemented a fix for the high impact bug with Flex UI 2.15. A new patch has been released, and the customers should not encounter any other errors. We expect to provide another update in 2 hours, or as soon as more information becomes available.

1765808483

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 24 hours, or as soon as more information becomes available.

1765777095

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 24 hours, or as soon as more information becomes available.

1765690724

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 24 hours, or as soon as more information becomes available.

1765604312

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 16 hours, or as soon as more information becomes available.

1765546152

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 8 hours, or as soon as more information becomes available.

1765514223

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 4 hours, or as soon as more information becomes available.

1765499835

Update

Our engineers are continuing to work on a fix for the high impact bug with Flex UI 2.15. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 2 hours, or as soon as more information becomes available.

1765492632

Update

Our engineers have identified a high impact bug with Flex UI 2.15 where the Flex Token does not refresh before expiration, causing Voice SDK errors and Twilsock issues. This results in: Calls dropping, audio may fail, call controls become unresponsive, and agents may not receive calls. We are actively working on a fix. Flex customers should avoid upgrading to Flex UI 2.15 until resolved. We expect to provide another update in 1 hour or as soon as more information becomes available.

1765489031

Investigating

We are investigating a high impact bug with Flex UI 2.15 where the Flex Token does not refresh before expiration, causing Voice SDK errors and Twilsock issues. This results in: Calls dropping, audio may fail, call controls become unresponsive, and agents may not receive calls. We expect to provide another update in 1 hour or as soon as more information becomes available.

1765487435