Rival5 Status - Incident history

Outbound Calling Impairment

Tue, 3 Mar 2026 14:01:28 +0000

Type: Incident

Duration: 1 hour and 12 minutes

Affected Components: , , , , ,

Mar 3, 14:01:28 GMT+0
Investigating - Rival5 is currently investigating an outbound calling impairment with one of our origination and termination carriers. Updates will be provided shortly. Emergency calling is unaffected at this time..

Mar 3, 14:57:22 GMT+0
Monitoring - Rival5 has observed improvements in outbound call behavior across our customers' systems. We are continuing to communicate with our affected carrier for updates and resolution. We will keep this incident active and continue monitoring call setup and completions across the affected carriers' paths to and from our network..

Mar 3, 15:13:27 GMT+0
Resolved - Rival5 teams have continued seeing completed calls across the affected carrier's infrastructure. We are considering this incident resolved. This update will not email subscribers. Rival5 support teams will update customer contacts that submitted a ticket with us or contacted us via phone..

Intermittent service interruption

Fri, 24 Oct 2025 14:37:00 +0000

Type: Incident

Duration: 2 hours and 4 minutes

Affected Components:

Oct 24, 16:40:37 GMT+0
Resolved - We have resolved the issues with the affected virtualization node within our network that the affected customers instances are housed on. These customers have submitted tickets with our team and will be updated accordingly in the respective channels. Thank you for your patience and understanding..

Oct 24, 14:37:00 GMT+0
Investigating - Intermittent service interruption. We are experiencing intermittent service interruptions. This is only affecting a few customers, and we are aware of the issue. Our team is researching the cause and working to resolve the issue..

RFax Service Availability

Tue, 14 Oct 2025 13:12:28 +0000

Type: Incident

Duration: 14 hours and 10 minutes

Affected Components:

Oct 14, 15:22:38 GMT+0
Monitoring - Rival5 continues to monitor our faxing partner's progress on this outage and all of their pertinent and appropriate teams remain actively engaged. Users may experience timeouts or unresponsive pages when attempting to access the fax portal. Fax-to-email sending and receiving continue to function normally, and any inbound or outbound faxes will become available in the portal once availability is restored..

Oct 15, 00:59:21 GMT+0
Monitoring - We are issuing a late-night update on the ongoing service interruption impacting our RFax faxing services. Our team is actively monitoring the status updates we are receiving from our third-party faxing partner as they continue to work through their incident. We understand the critical nature of faxing services. At this hour, based on the information available regarding their progress, we are hopeful that services will be fully restored and operational by the start of business tomorrow morning. We appreciate your continued patience and will provide the next comprehensive update first thing in the morning..

Oct 14, 13:12:28 GMT+0
Identified - Good morning, Rival5 network and operations teams have become aware of a severe outage with our faxing partner that is affecting the service availability of our RFax services. This issue is causing intermittent connectivity to RFax portals, difficulties in sending faxes to and from email, and disruptions in RFax ATA connectivity. Please note that we have engaged the respective partner and are currently awaiting updates..

Oct 15, 03:22:26 GMT+0
Resolved - Hello, Rival5 is pleased to report that our faxing partner has announced their outage has concluded. Rival5 has verified portal access restoration and Fax ATA connectivity. Our faxing partner has reported that inbound faxes are processing, but due to a build-up of queued messages, there may be a delay in delivery. We appreciate your extreme patience as faxes are processed and work is completed to clear this backlog. The faxing partner reports their incident as resolved..

Brief Service Interruption on Subset of Infrastructure

Fri, 3 Oct 2025 16:15:00 +0000

Type: Incident

Duration: 20 minutes

Affected Components:

Oct 3, 16:15:00 GMT+0
Investigating - Hello, we are investigating a brief service interruption on a subset of infrastructure comprising our RCom Hosted PBX instances..

Oct 3, 16:35:00 GMT+0
Resolved - Affected hosts and systems comprising our infrastructure have been re-initalized within our core virtualization platform and service availability should be restoring. As of this notification at 11:35, all affected instances are now back in service and have returned to normal device registration levels..

Intermittent Rival5 Instance Outages

Tue, 27 May 2025 15:31:00 +0000

Type: Incident

Duration: 1 hour and 44 minutes

Affected Components: , , , , , ,

May 27, 15:31:00 GMT+0
Identified - Rival5 engineering and networking teams have identified a storage latency issue causing an unreliable connection to our storage network infrastructure within our primary data center beginning this morning, 05/27/25, at 10:31 AM. This incident is backdated. Another latency event occurred at 11:04 AM. This storage latency exhibits instance unavailability for some customers' devices, apps, and other endpoints to connect reliably and remain connected to our infrastructure. Rival5 has engaged storage and network resources within our private cloud provider's organization for assistance in troubleshooting and rectifying the issue. Rival5 will continue updating and working with customers that have submitted a ticket reporting issues this morning, but this incident will serve as a overarching communication path for updates for those customers that have yet to open a support ticket. If you have any questions or concerns, please reach out to our support team at ..

May 27, 17:14:59 GMT+0
Resolved - Rival5 is continuing to monitor this storage latency closely. There have been no observed latency events since 11:04 AM. We are closing out this active incident. Rival5 will continue working with our private cloud provider in the background on the triage case in progress, and exploring alternative connectivity methods to our storage network..

Wireless LTE Device & Integrated Cellular Modem Maintenance

Sun, 30 Mar 2025 11:00:00 +0000

Type: Maintenance

Duration: 2 hours

Affected Components: , , , , ,

Mar 30, 11:00:00 GMT+0
Identified - Rival5 engineers will be performing scheduled maintenance on our customers’ deployed wireless LTE backup devices and services this upcoming Sunday, March 30, 2025\. The maintenance window is scheduled to begin at 06:00 AM Central Time (CT) and is expected to conclude by 08:00 AM Central Time (CT). This does not pertain to all customers; only organizations that have our wireless LTE backup devices. During this time, we will be updating the firmware on deployed devices and cellular modem firmware to ensure optimal performance and reliability. Please note that this maintenance will involve 15-20 minutes of downtime for downstream Rival5 endpoints and devices accessing our services and infrastructure. We apologize for any inconvenience this may cause and are working to minimize disruption by scheduling this update during off-peak hours. Any impacts that extend outside the change window will be communicated through this portal or individually made to affected customers. No extra communication will be made if the change is completed successfully or backed out. If you have any questions or concerns, please don’t hesitate to contact our support team by opening a support ticket at https://support.rival5.com. Thank you for your understanding and continued trust in Rival5..

Mar 30, 13:00:00 GMT+0
Completed - Maintenance has completed successfully.

Mar 30, 11:00:01 GMT+0
Identified - Maintenance is now in progress.

Transit / Connectivity Impairment

Tue, 12 Nov 2024 17:04:08 +0000

Type: Incident

Duration: 1 hour and 52 minutes

Affected Components: , , , , ,

Nov 12, 17:04:08 GMT+0
Identified - Hello, Rival5 network and engineering teams are currently investigating a transit/connectivity impairment affecting customers who are using Illinois Century Network (ICN). Our team is actively working to identify the root cause of this issue with ICN. The symptoms and routing impairments are consistent with a previous issue. We are contacting ICN to implement a resolution as quickly as possible. We appreciate your patience and understanding as we work to restore full service. Rival5 will continue updating customers on submitted support tickets and further updates will be provided as more information becomes available..

Nov 12, 17:51:04 GMT+0
Monitoring - We have continued to diagnose and communicate with ICN, and we are now observing restored registrations for customer endpoints. Please contact our Rival5 support center if you are still experiencing issues..

Nov 12, 18:55:40 GMT+0
Resolved - Hello, We are pleased to inform you that all services are functioning as expected, and we have verified stable connectivity across our network. Customers' connections and registrations utilizing Illinois Century Network (ICN) to our infrastructure have remained in normal conditions. We will continue closely monitoring this and conferring with ICN as needed. We appreciate your patience and understanding. Rival5 will update customers on any submitted support tickets. If your organization is still experiencing issues, please reach out on existing correspondence or give us a shout. Thank you for your continued trust in us. Thank you, Rival5 Support Center.

Transit/ISP Investigation

Wed, 18 Sep 2024 12:51:50 +0000

Type: Incident

Duration: 1 hour and 34 minutes

Affected Components: , , , , ,

Sep 18, 12:51:50 GMT+0
Investigating - Ok Tuesday 09/18/24 at 06:50 AM Central irregular and repetitious device registrations were beginning to cause anomaly warnings within our monitoring system. Rival5 support and network engineers soon began troubleshooting issues with customers that submitted a support request using our Rival5 Support Center. Our team has reached out to a shared ISP across customers for troubleshooting assistance and route identification into and out of their network, and we have also been in contact with network architects within our transit connectivity provider to troubleshoot paths and routes currently in use and identify any issues/make changes as necessary. We will update this thread shortly with more information..

Sep 18, 14:02:21 GMT+0
Monitoring - Rival5 network engineers have been working with customers' primary ISP involved in the to/from transit between connected sites with endpoints deployed and our data centers. After communicating troubles and providing examples traffic and traces, Rival5 has observed stabilized device registration behavior. We will continue to monitor this situation closely throughout today and will confer with the affected ISP..

Sep 18, 14:26:05 GMT+0
Resolved - Rival5 engineers have conferred with the affected ISP and identified issues with a peering partner of the affected ISP stemming from recent maintenance performed. Routes and peering relationships between the ISP and providers to/from our infrastructure and data centers are suspected to have failed as a result of this maintenance and have been reset. The affected ISP is working closely with their peering partner to ensure stability and is keeping Rival5 apprised of any pertinent information. This only affected some customers within Rival5's network, but then also only affected some customers within this affected ISP's network as well. Rival5 is considering this incident resolved at this time but will still continue to monitor traffic to and from previously affected customers as routes are restored..

Performance Issue Outage

Thu, 16 May 2024 13:18:24 +0000

Type: Incident

Duration: 23 hours and 47 minutes

Affected Components: , , , , ,

May 16, 13:18:24 GMT+0
Investigating - We are currently investigating this incident. We are seeing degraded performance after status changes last night at our data center. We are currently in the process of switching over to our recovery site to restore service to our customers..

May 16, 14:52:17 GMT+0
Monitoring - Our engineering and management teams are currently engaged in an incident conference with our private cloud and connectivity provider, troubleshooting the issue, isolating certain hosts, and rolling back yesterday's change to our previous production storage platform. Storage availability and read/write latency is identified as the incident's primary symptoms and are affecting our services' reliable operation. An escalation has been initiated to the virtualization manufacturer/vendor (Broadcom/VMware) to verify operation/configurations. Networking assets/infrastructure between our virtualization cluster and the storage platform are also being investigated. We are continuing to monitor customers' connections and will communicate updates on this status page, as well as customer-initiated tickets to/from our support team..

May 17, 09:37:34 GMT+0
Monitoring - Hello, Rival5 is and has been undergoing emergency storage fabric and logical storage maintenance with the assistance of our data center / private cloud provider. We are working quickly to restore services and will resume monitoring customers' instances once they are restored and verify registration recovery as well as instance health and availability. Numerous attempts to reach out and engage with Broadcom (f/k/a VMware) support by our provider's escalation bridge and management teams, with Broadcom's failure to reply delayed this troubleshooting process to pinpoint the exact root cause with hardware and signaling errors observed on data center fabric from primary hypervisor computing hosts. Emergency change maintenance has been scheduled on network-based storage fabric switches which is not expected to impact operations. Rival5 engineering and management teams have been working on an escalation bridge with pertinent teams within our data center / private cloud provider since 09:30 AM on 05/16, working through their shift changes. We will provide updates as they are available here and on already submitted customer-facing tickets. Thank you for your patience..

May 17, 13:05:24 GMT+0
Resolved - Hello, we are providing an update after we've continued to collaborate on this escalation bridge with our data center / private cloud provider and have continued to see service and platform stability. Once production routes were redirected back to edge routers and active infrastructure, a brief firewall session reset was required due to identified traffic due to observed connection issues. Rival5 continues to monitor our firewall, network, and virtualization platforms closely in our data centers ourselves and with the help of our data center / private cloud provider. Please notify our support team should you continue to experience connection or stability issues and we will be more than happy to dive in and investigate as needed. Thank you for your continued patience and support; we hope to bring this to a final resolution quickly. There is some underlying fabric switching work that will be completed that will not be service-impacting. Once a RCA (root cause analysis) and overall event/incident investigation are completed by our provider and reviewed both internally and with them, our management and engineering team will construct an "RFO" (Reason for Outage) / service incident report that can be made available to customers upon request. Please let us know if you have any questions and notify us if there are any concerns. Thank you, Rival5 Support Center.

Transit Connectivity Issues to Rival5 Services

Wed, 8 May 2024 18:21:34 +0000

Type: Incident

Duration: 7 days, 3 hours and 7 minutes

Affected Components: , , , , , ,

May 8, 18:21:34 GMT+0
Identified - Hello, since 05/06/24, Rival5 engineering and network teams have been investigating and working with some customers with reliably accessing our services and underlying infrastructure. Rival5 has been in contact with some underlying internet service providers to check routing and providing traceroutes to additional carriers involved in the paths to/from our private clouds that comprise our We are continuing to investigate these routing impairments which are causing degraded registration stability with devices connecting to our infrastructure. It is also being observed that some call setup, call signaling, and overall call operations are hindered due to these routing issues. We are escalating with our connectivity providers to attempt the removal of routes and network advertisements in place to attempt to test and move traffic around from different originating Tier 1 internet carriers. Some customers are entirely unaffected due to their internet service provider taking alternative routing and different Tier 1 internet carriers to reach our infrastructure. If you are already in contact with our support team, we are updating associated tickets as updates are available. Please continue to work with our support team on these requests. If you are experiencing noticeable connectivity issues with devices offline or rebooting, please reach out to our Rival5 Support Center using . We will send updates on customer communications via tickets as well as this status page incident hosted on https://rival5status.com..

May 9, 20:56:09 GMT+0
Monitoring - Hello, Rival5 is continuing to observe intermittent connectivity issues with customers' endpoints maintaining registrations to our private cloud infrastructure. Changes to routing elements and paths for both ingress and egress within our data centers will take place this evening. Tier 1 connectivity provider route shifting has already taken place to troubleshoot routes and take them out of routing. We will update already submitted customer-facing tickets with this information and continue to monitor the situation as a whole. We thank customers that we have network access to that are affected and those who have provided our network and engineering team members traceroutes and other network diagnostics, we certainly appreciate! Thank you for your patience during this intermittent incident as we work with multiple partners & third-parties to troubleshoot, trace, and identify the root problem causing these "hiccups"..

May 15, 21:28:39 GMT+0
Resolved - Hello, we are currently updating this incident for session timeouts, unreliable call setup, call operations, and phone registration issues over the past week. Our engineering and development teams have identified a storage latency issue within our virtualization platform in our primary data center. This issue has been at the root of the recent challenges experienced by some, but not all, customers, including session timeouts, difficulties with call setup and operations, and unreliable phone registrations. We are coordinating with our private cloud and connectivity provider to implement a fast-track change to be completed in the next few hours aimed at optimizing our storage platform (not service-impacting). This may include reverting to a prior state of the platform if deemed necessary. Our objective with these actions is to resolve the identified issues promptly and restore the reliability of our services. Post-resolution, Rival5 management & engineering teams will comprehensively review this degradation of services and this overall incident with our private cloud and connectivity provider. The focus will be on understanding the absence of effective storage latency monitoring and the lack of generated alerts, as well as assigning dedicated resources more familiar with our environment and configurations. We will also assess the incident handling and overall management of our environment to prevent similar issues from occurring in the future. We recognize the inconvenience this may have caused our users and appreciate your patience and understanding as we take the final steps towards a resolution. Our commitment to providing reliable and efficient services remains our top priority. This update will also be sent to associated tickets. Should you have any further questions or concerns and are not already in contact with our support team, please visit our support center and submit a new ticket at https://support.rival5.com. Thank you for your continued support and understanding. \-The Rival5 Team.

May 14, 16:34:03 GMT+0
Monitoring - Hello, Rival5 continues monitoring customers' intermittent endpoint connection issues to our private cloud infrastructure. Traffic captures and packet filters on different egress points and edges have alluded to floods of TCP session disconnects originating from customers' networks, which removes device registrations and requires re-registration, which is usually fairly quick from observations. Our team continues working with virtualization, network, and development teams with our data center provider's footprint to troubleshoot and identify the root cause of these network subsystems by approaching the situation from different layers to restore full, stable connectivity. We will continue posting updates here on this status page incident and update customers' submitted tickets with this associated issue..

Faxing Services (Inbound & Outbound) Delayed

Mon, 11 Mar 2024 20:06:50 +0000

Type: Incident

Duration: 2 hours and 31 minutes

Affected Components: ,

Mar 11, 20:06:50 GMT+0
Identified - Hello, we have received an incident notice from our faxing partner acknowledging reports of impairments to all faxing services (inbound and outbound), causing messages and transmissions to be delayed. We are in contact with support and engineering teams at this vendor to provide an ETA and will be monitoring the incident status. If you have any questions or concerns in the meantime, please reach out to our support team by visiting . We will keep this status page incident updated with further notes as they become available..

Mar 11, 21:45:14 GMT+0
Monitoring - Hello, we have been advised that a fix has been implemented and queued taxes are beginning to be delivered inbound/outbound successfully once again. We will continue monitoring and follow updates as we receive them. This will be the last update for this incident if the issue does not reappear and will be resolved silently without sending out emails updates. Should you have further issues, please contact out support team with fax transaction details and examples such as sending number, number sent to, and time. Thank you!.

Mar 11, 22:38:20 GMT+0
Resolved - This incident has been resolved. Please contact us via the Rival5 Support Center if there are further questions or concerns regarding this incident..

RCom PBX & Core Infrastructure Maintenance

Sun, 25 Feb 2024 11:00:00 +0000

Type: Maintenance

Duration: 5 hours

Affected Components: , , , , ,

Feb 25, 11:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 25, 11:00:00 GMT+0
Identified - Rival5 will be staging and completing software upgrades across our core PBX infrastructure on Sunday, February 25, 2024 beginning at 05:00 AM Central Time, through Sunday, February 25, 2024 at 10:00 AM Central Time. **This maintenance window will be used to update system infrastructure, core computing systems, and PBX software across our platforms.** An identified bug in our internal reporting and processing workflows has caused some billing inconsistencies with totaling extension counts in some areas. This has been fixed with intermediate builds within respective software branches and will be wrapped up within this maintenance window. A "rolling update" approach will be utilized to minimize the prolonged impact on customer instances and call operations during this time. During this maintenance window, there will be a **brief period of downtime** where devices and endpoints will unregister from our networks until our services are again available. We will do our best to mitigate any call drops and adverse effects to operations while performing this maintenance. We will view and consider live system activity before this downtime takes place. We expect no widespread impact on overall network health and service stability, but we will monitor and test our work every step of the way. If your organization's operations conflict with this scheduled timeframe, we may contact you directly with an alternate individual maintenance window. Don't hesitate to get in touch with us using our [**Rival5 Support Center**](https://support.rival5.com) for any questions about this maintenance notification or should you experience any adverse consequences after this maintenance is completed..

Feb 25, 16:00:00 GMT+0
Completed - Maintenance has completed successfully.

Feb 25, 14:03:48 GMT+0
Identified - We have completed the billing updates on identified customer PBX instances and aggregation hosts where necessary. Maintenance was not performed on all customer PBX instances during this maintenance window due to some internal issues identified within our virtualization platform that hindered our team's automated workflows and backup <-> rollback procedure. We will schedule future maintenance on the remaining systems in the coming weeks..

HA Firewall Firmware Upgrades (Chicago)

Sun, 18 Feb 2024 06:00:00 +0000

Type: Maintenance

Duration: 2 hours

Affected Components:

Feb 18, 06:00:01 GMT+0
Identified - Maintenance is now in progress.

Feb 18, 06:00:00 GMT+0
Identified - Rival5 networking and engineering teams will be completing an update of our high availability (HA) firewalls in our Chicago datacenter on Sunday, February 18th, 2023\. Each firewall will be updated separately and there will be no observed impact to customer's connections to our infrastructure. This maintenance notification is simply informative and will not notify subscribers of the status page..

Feb 18, 08:00:00 GMT+0
Completed - Maintenance has completed successfully.

Status Page on New Platform

Thu, 8 Feb 2024 17:59:06 +0000

Type: Incident

Affected Components: , , , , , ,

Feb 8, 17:59:06 GMT+0
Resolved - Hello, to serve our customers and service subscribers better, we moved our public-facing status page and service overview to a new platform on 02/08/24\. We have partnered with Instatus, Inc to host our status page separately from our infrastructure and core systems. By design, our status page is hosted on a separate DNS registrar and nameservers away from our normal infrastructure and public-facing domains and IP architecture ([rival5.com](http://rival5.com) and [rival5.net](http://rival5.net)). In the event of any large or all-encompassing DNS failures or outages with our main providers, the status page should remain accessible, barring any issues with the secondary provider. Subscribers to our previous status page on this same domain have been exported from their previous home, reimported into the new system, and automatically subscribed to all components and services. Anyone in your organization can subscribe to our status page for incident updates, maintenance notices, etc. Should you have questions or concerns, please get in touch with our Rival5 Support Center at https://support.rival5.com..

Feb 8, 19:26:11 GMT+0
Resolved - Previous incidents from our former status page are unable to be exported cleanly from the prior provider. Rival5 maintains a historical log of past incidents and can forward along notes and postmortem details on request, but will not be displayed on this status page as historical data or notices. Moving forward, all maintenance updates, service impairments, or outage notifications will take place on this new status page..

RCom PBX & Core Infrastructure Maintenance

Sun, 23 Oct 2022 10:00:00 +0000

Type: Maintenance

Duration: 1 hour and 49 minutes

Affected Components: , , , , , ,

Oct 23, 11:49:29 GMT+0
Completed - Hello, our scheduled maintenance has been completed as of 06:45 AM. This maintenance brings a handful of feature requests, many bug fixes to things like QoS, TLS sessions, security & database buffering, as well as performance tweaks to our RCom Hosted PBX software and infrastructure hosts. For any questions or concerns, please reply here via email to open a ticket or contact us using the Rival5 Support Center. Thank you! Rival5 Support Center Support Portal • Service & Network Status E-mail: support@rival5.com Phone: 815-717-2052, opt. 2 Toll-Free: 855-4-RIVAL5, opt. 2 ###.

Oct 23, 10:00:01 GMT+0
Identified - Maintenance is now in progress.

Oct 23, 10:00:00 GMT+0
Identified - Hello, Rival5 will be staging and completing software upgrades across our core PBX infrastructure on Sunday, October 23, 2022 beginning at 05:00 AM Central Time, through Sunday, October 23, 2022 at 10:00 AM Central Time. This maintenance window will also be used to update system infrastructure and core computing systems as updates are being staged and instances moved around our platforms. A "rolling update" approach will be utilized to minimize the prolonged impact to customer instances and call operations during this time. During this maintenance window, there will be a brief period of downtime where devices and endpoints will unregister from our networks until our services are again available. We will do our best to mitigate any call-drops and adverse effects to operations while performing this maintenance and will view and take into account live system activity before this downtime taking place. We expect no widespread impact to overall network health and service stability, but will be monitoring and testing our work every step of the way. If your organization's operations conflict with this scheduled timeframe, you may be contacted by us directly with an alternate individual maintenance window. Please contact us using the Rival5 Support Center for any questions about this maintenance notification, or should you experience any adverse consequences after this maintenance is completed..

Chicago Core Router Maintenance

Fri, 16 Sep 2022 04:00:00 +0000

Type: Maintenance

Duration: 1 hour

Affected Components: , , , , , ,

Sep 16, 04:00:00 GMT+0
Completed - Hello, high-priority maintenance has been scheduled in our Chicago data center for this Thursday beginning at 23:00 US/Central (GMT-5:00) to replace a partially failed blade in one of our two core routers. During the corresponding window, intermittent network connectivity issues may take place to/from our Chicago-based infrastructure to your endpoints and end-user devices as failovers and network re-convergence takes place. While the maintenance window has been set for 2 hours, we expect the replacement process will take less than 1 hour to complete. Our engineering teams will be monitoring network stability and progress throughout the window. Should you experience any connectivity issues after this maintenance takes place, please reach out to our support team by emailing support@rival5.com, or by visiting the Rival5 Support Center at https://support.rival5.com..