2025-01-03 17:01
The billing fix was unable to be pushed through until yesterday. As of now, all customers with bill days 21-28 and 1 have been caught up. Customers with a bill day of the 2nd or later will be delayed until Monday while the finance team settles year end.
We are aiming to have pagination on the Faxes Queued page fixed the week of January 13. You can work around this display issue by changing how many faxes on a page you can view (this is found under "Settings" - "General".
2024-12-27 10:39am Update
We are aiming to have a fix deployed the evening of Monday, Dec 30th. This hotfix will partially fix pagination on the Queued Faxes page and billing processes will begin later on Tuesday, Dec 31st.
Customers with bill days 21-28 will be run then and invoices issued.
Customers with declined credit cards will be on an adjusted notification schedule, but final payment is still due before January's billing.
2024-12-20 20:35:49
Due to the database update earlier this week, the processes for updating page counts / rating usage and generating invoices have been compromised.
This does not affect any mechanical aspect of using your account or fax transmissions.
When you log into your account, your pages used may be incorrect - please take note of your bill day and you can use the Call Log Report under Faxes to view your usage from the last bill day to the day before (ie, if your bill day is the 4th, you would view from the last 4th of the month to the following 3rd of the month).
Please reach out to support if you need assistance with your page count, unfortunately with the holidays, we are short on resources for a fast fix but it is in the works.
Billing will be delayed until this is sorted, and we apologize for any inconvenience. Payments can be manually processed by our billing team if you wish, otherwise, we understand waiting for your invoice.
Thank you for your patience and understanding at this time of year.
Past Events
Update 5:00 PM Pacific everything should be back to Normal
Update 12:23 PM Pacific: We are still experiencing issues with our email servers Outbound emails does look like it has been caught anything Inbound is still suffering from delays (Email2fax)
We are currently investigating an issue with our email servers being backed up from this mornings incident and are getting it caught up.
This will include all email notifications(sending/receiving/failures),Password reset links, two-factor auth codes, email2fax .
Dec 11, 2024, 11:15am
Our apologies - the provider of our VPN is undergoing unscheduled maintenance so we are intermittently losing connection to our phone services. Please leave a voicemail so we can return your call as soon as we are able, or email into support@srfax.com.
Your patience is appreciated.
Dec 11, 2024, 12:45pm
Provider has identified the issue and is implementing the fix. No ETA on completion.
As of Tuesday, December 17, 7:00 am Pacific, all Canada Post workers have returned to work. There will be a backlog and no new mail will be accepted before Thursday, December 19th.
Thank you for your patience as this was a situation out of everyone's hands.
As of Friday, November 15, 12:01 am Eastern, Canada Post has gone on strike.
No mail or packages will be handled during the strike. No third parties will be taking over.
Please visit https://www.canadapost-postescanada.ca/cpc/en/our-company/news-and-media/corporate-news/negotiations-list.page? for the latest updates.
Please contact billing@srfax.com or call 866-554-0263 ext 2 for alternatives for mailing in payments - customers are still responsible for keeping accounts current regardless of strike conditions.
SRFax is not responsible for any additional fees incurred for paying for SRFax services.
For correspondence, not remittance, please courier to the Nanaimo address or fax to 604-713-6699.
We are currently investigating an outbound issue that are causing faxes not be sent and return Hangup: Remote can not receive or send.
1:16 PM PST We have performed some rerouting which looks like has resolved the issue.
1246PM Pacific: Our call centre software is starting to recover and you can start reaching support staff.
We are currently unable to take calls into our support centre at this time as our call centre software is currently down please email your inquiry into support@srfax.com
We hope to be back online as soon as possible.
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Software provider resolved issue as of 253PM Pacific. Multiple call groups confirmed systems operating normally as of now.
8-20-24 11:17 AM Pacific: Monitoring is now complete, We will be closing this Incident.
8-15-24 9:19 am Pacific: The root cause has been resolved but is continuing to be monitored. No inbound faxes were lost. Outbound faxes affected by the downstream carriers will not be resent. Please confirm on SRFax account status and receipt of faxes.
8-14-24 4:35 PM Pacific: Fax backlog has been fully processed. Email backlog generated by today's fax issue is being worked through. This will affect fax notifications, two-factor authentication, password reset emails, system status updates, etc. We thank you for your patience in this.
8-14-24 12:59 PM Pacific: We have updated our routing and the backlog queue should be cleared within the next 90 mins.
8-14-24 11:59 AM Pacific: Our teams are still actively troubleshooting but have implemented some mitigation steps to begin lowering the backlog of faxes.
8-14-24 8:54 AM Pacific: This issue is Affecting Canadian Customers and affecting outbound only. A percentage of outbound calls are failing with the error code "Invalid Number".
This has been identified as an issue with downstream carriers whom we are working with in order to resolve this.
16:30 PST Email backlog has been caught up. The system is now running normally.
15:27 PST Backlog times have been reduced by half and are still being worked on.
12:22 pm PST We continue to work through the backlog of emails from the incident overnight.
7:53 Am PST We have started to work on our email queue backlog, we do not have an ETA at this time for how long it will take to get it caught up.
6:22 AM PST SRFax mail servers were affected by the global Cloudstrike-Microsoft outage, creating delays in processing emails. There is no loss in fax data.
11:57 Am: Emails are all caught up
8:45 AM: We are starting to see of the issues from this morning get resolved and are not working on the cleanup from this morning, We will continue to monitor the situation.
7:02 AM PacificWe are currently experiencing a delay with our email servers, Customers may have trouble receiving emails from us at this current time, We have engaged our engineering team and are currently working on the issue