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988 Suicide and Crisis Lifeline System is experiencing a Nationwide Outage –  December 1, 2022

Description:988 Suicide and Crisis Lifeline line is not working for any customers due to 988 nationwide outage

Outage Level: P5-Informational

Impact: Customers who call 988 receive message “Your call did not go through” or a fast busy.  All other calls, including e911, are not impacted.  Please note that customers can still reach a mental health counselor through the lifeline by texting “988” or opening a chat at 988lifeline.org/chat

Duration: Approximately 16 hours

 

System issue October 27, 2022

Description: At 11:37 p.m. PST Clear Captions maintenance window was extended, causing voice and captioning services to be unavailable

Outage Level: P1-Voice and Caption Outage

Impact: Voice and captions unavailable during outage

Note: No active 911 calls were in flight during this incident

Duration: 43 minutes

 

System issue October 6, 2022

Description: At 6:38 a.m. PST Clear Captions experience an issue with captioning

Outage Level: P1-Caption Outage

Impact: Voice operational, captions unavailable during outage

Note: No active 911 calls were in flight during this incident

Duration: 26 minutes

 

System issue September 17, 2022

Description: At 3:19 a.m. PST Clear Captions experience a system issue

Outage Level: P1-Voice and Caption Outage

Impact: Voice and captions unavailable during outage

Note: No active 911 calls were in flight during this incident

Duration: 1 hour and 21 minutes

 

System issue August 18, 2022

Description: At 1:30 a.m. PST Clear Captions experience a system issue

Outage Level: P1-Voice and Caption Outage

Impact: Voice and captions unavailable during outage

Note: No active 911 calls were in flight during this incident

Duration: 25 minutes

 

System issue April 26, 2022

Description: At 11:41 a.m. PST Clear Captions experience a system issue

Outage Level: P1-Voice and Caption Outage

Impact: Voice and captions unavailable during outage

Note: No active 911 calls were in flight during this incident

Duration: 17 minutes

 

System issue April 16, 2022

Description: At 8:49 a.m. NOC identified a drop in call volume, At 9:01 AM the system dropped 100% of Calls.  IT Ops is investigating the cause of the incident.

Outage Level: P1-Total Outage

Business Impact: 289 calls dropped

  • Note: One 911 call was in flight during this incident, Captions were down on this Call, but the voice was routed to National PSAP and Answered.

Start Time: Wednesday, April 16th, 2022 – 8:49 AM PST

Resolution Time: Wednesday, April 16th, 2022 – 9:12 AM PST

Duration: 23 minutes

 

System issue April 13, 2022

Description: ASR Servers were restarted to resolve degraded state.

Outage Level: P1-Captioning Outage Only

Business Impact: Complete outage of Captions for 1 minute

Start Time: Wednesday, April 13th, 2022 – 1:00 PM PST

Resolution Time: Wednesday, April 13th, 2022 – 1:01 PM PST

Duration: 1 minute

 

FEDERAL LAW PROHIBITS ANYONE BUT REGISTERED USERS WITH HEARING LOSS FROM USING INTERNET PROTOCOL (IP) CAPTIONED TELEPHONES WITH THE CAPTIONS TURNED ON. IP Captioned Telephone Service may use a live operator. The operator generates captions of what the other party to the call says. These captions are then sent to your phone. There is a cost for each minute of captions generated, paid from a federally administered fund.