plivo.com Domain/Subdomain Outage

Due to an error with our domain registrar “plivo.com” and all its subdomains were unreachable for the last 12 hours.

We have isolated and resolved the configuration error with our domain provider, however we expect the change to propagate globally within next 3-12 hours.  (April 24th, 18 hrs UTC)

In the interim we have replicated all our services on “plivo.io” domain to ensure there is no service downtime. We have detailed the recommended workaround about the same below.

We apologize for the inconvenience.

Meanwhile if you have any issues or questions regarding this incident, please contact us at: https://support.plivo.com

Recommended Workaround (requires code change):

We have mapped all our “plivo.com” subdomains to “plivo.io”. We recommend that you make changes to your current app to use plivo.io to ensure uptime of service till further updates.

New API at api.plivo.io

All our APIs are now available at  https://api.plivo.io instead of https://api.plivo.com.

New Dashboard manage.plivo.io

You can now use https://manage.plivo.io to access the Plivo Dashboard.

New SIP Registrar phone.plivo.io

You can now use phone.plivo.io to register your SIP devices.

New SIP application server app.plivo.io

You can now use app.plivo.io to call a SIP application instead of app.plivo.com.

New SBC servers

• sbc.plivo.io
• eu.sbc.plivo.io
• asia.sbc.plivo.io
• au.sbc.plivo.io
• sa.sbc.plivo.io

IP and DNS mapping

To avoid any downtime we recommend hard coding the following DNS/IP entries on your servers

Note: dig or nslookup or host commands will still resolve to the invalid IP as those tools are not using /etc/hosts but only the resolvers set on your computer or server.

Please use ping to ensure the IP is correct:

Example:

ping api.plivo.com

# ping command will not respond but you should see the correct IP as ping is using /etc/hosts

Hardcoding Plivo IPs on Linux / OS X

Paste this block in your /etc/hosts file and your operating system will use these IPs instead of making a DNS request. This is a temporary workaround that should be removed once the incident is resolved.

52.8.14.77 api.plivo.com : PLEASE USE api.plivo.io

54.215.176.31 manage.plivo.com : PLEASE USE manage.plivo.io

54.241.31.73 app.plivo.com : PLEASE USE app.plivo.io

98.158.107.18 phone.plivo.com : PLEASE USE phone.plivo.io

54.235.170.44 sbc.plivo.com : PLEASE USE sbc.plivo.io

54.247.99.121 eu.sbc.plivo.com : PLEASE USE eu.sbc.plivo.io

54.251.107.105 asia.sbc.plivo.com : PLEASE USE asia.sbc.plivo.io

54.253.253.59 au.sbc.plivo.com : PLEASE USE au.sbc.plivo.io

54.233.255.206 sa.sbc.plivo.com : PLEASE USE sa.sbc.plivo.io

SIP Devices registration

Please use phone.plivo.io instead of phone.plivo.com to register your SIP phones.

Plivo WebSDK

Please use the following links instead of cdn.plivo.com for the WebSDK.

You don’t need to change /etc/hosts for the WebSDK.

Version 2

https://s3.amazonaws.com/plivosdk-backup/sdk/browser/v2/plivo.min.js

Beta Version 2.0.9

https://s3.amazonaws.com/plivosdk-backup/sdk/browser/v2/plivo-2.0.9-beta.min.js

Version 1

https://s3.amazonaws.com/plivosdk-backup/sdk/browser/v1/plivo.min.js

Status Updates

Sun Apr 23 23:10:20 UTC 2017

You can now use the following DNS (SRV and CNAME) for Custom Inbound Carriers :

• sbc.plivo.io
• eu.sbc.plivo.io
• asia.sbc.plivo.io
• au.sbc.plivo.io
• sa.sbc.plivo.io

Sun Apr 23 22:42:44 UTC 2017

For WebSDK version 1 and version 2, please use the updated js files.

You don’t need to setup /etc/hosts for phone.plivo.com anymore.

Sun Apr 23 22:28:54 UTC 2017

Dashboard is now available here:

https://manage.plivo.io

Sun Apr 23 22:14:05 UTC 2017

We have created a new API. You can now use https://api.plivo.io instead of https://api.plivo.com

Sun Apr 23 21:20:50 UTC 2017

We have an update from our domain registrar that there have been multiple configuration update failures due to which the new name servers have not propagated yet. We expect to receive an update from them in the next hour.

Sun Apr 23 20:46:50 UTC 2017

Inbound SMS is now working.

Sun Apr 23 19:01:45 UTC 2017

Outbound SMS API is back in service.

We are still working on the Inbound SMS part.

Sun Apr 23 19:22:26 UTC 2017

You can now directly register your Softphone and Hardware SIP Devices directly using the domain/IP 98.158.107.18

Sun Apr 23 17:39:41 UTC 2017

Calls to WebRTC clients are now working. Note that you should still use the workaround above for phone.plivo.com to register the WebRTC SDK v1 and v2.

Sun Apr 23 17:00:43 UTC 2017

Our DNS provider has started propagation process of the DNS.

Outbound call to PSTN are working

Inbound calls to DIDs are still be impacted for North America and Europe.

Calls from SIP and WebRTC clients are working.

Calls to SIP and WebRTC clients are not yet working.

We are still working on the SMS service.

Sun Apr 23 14:18:48 UTC 2017

While we are working with our DNS provider for plivo.com, we are currently deploying an alternative solution to get the service back online.

Sun Apr 23 13:22:10 UTC 2017

We are working with our provider to expedite the renewal of the DNS. We will update you shortly.