Error when Accessing Conversations on Hearsay Mobile App

Incident Report for Hearsay Systems

Postmortem

Timeline:

Start Time: 11/12/2024 07:20 PT

End Time: 11/13/2024 17:01 PT

Customer Impact:

Users of Hearsay Mobile, Hearsay for Intune, and Hearsay for Blackberry apps who have set up a landline number as their Relate number may have experienced issues where certain parts of the app did not function as expected, prompting them to set up a Relate number again. The most noticeable impact was on the Conversations screen, where users were unable to access their conversations. This issue stemmed from misreading a setting on Hearsay’s end related to landline accounts. No data was lost in the process of resolving this issue.

Resolution:

Hearsay Engineers resolved the issue and released a new mobile app version that will prevent it from happening again. Users should be restored to full app functionality, including accessing their conversations and making phone calls.

Future Improvements:

Increased automated testing will be implemented to catch issues such as these before releasing new versions of the apps to ensure users have no periods where the app is partially unusable.

Posted Nov 21, 2024 - 10:50 PST

Resolved

Hearsay engineers have rolled out an update to the iOS app that resolves the reported access issue. The new version should be available in the App Store shortly. Affected users are advised to update when it becomes available. A post-mortem will be published after we complete a thorough investigation. We truly appreciate your patience as we worked to resolve this issue.

Posted Nov 13, 2024 - 17:20 PST

Update

Hearsay engineers have confirmed that the mobile app access issue only affects a subset of iOS users. A fix will be rolled out soon. We are working closely with Apple to expedite the review of the fix. We truly appreciate your partnership while we resolve this issue.

Posted Nov 13, 2024 - 16:02 PST

Identified

Hearsay engineers have identified the root cause and are working on fixing the mobile app issue. We will share another update shortly. Again, thank you for your patience while we resolve this for you.

Posted Nov 13, 2024 - 14:23 PST

Investigating

Hearsay is currently experiencing an incident where users may run into an error stating "Your Landline Phone Number is Not Compatible" when accessing message conversations on the mobile app. Hearsay engineers are actively troubleshooting this and treating it as our top priority. We will update this incident once we have more information from our engineers.

Posted Nov 13, 2024 - 13:51 PST

This incident affected: Relate.