Virtual Fax API communications were disrupted. This impacted the provisioning of Virtual Fax accounts, fax transmission through both the API and Portal, and retrieval of faxes through the API and Portal. Fax2Email and Email2Fax services remained fully operational throughout the incident.
On June 13, 2026, at 23:17 (EST), the 3rd-Party Fax Backend LetsEncrypt certificate was automatically renewed. As part of the certificate renewal process, a new intermediate signing certificate was introduced. The server responsible for Cloudli Virtual Fax API integrations did not have this intermediate certificate present in its trusted certificate store and was therefore unable to validate the renewed 3rd-Party Fax Backend certificate.
Because the underlying server infrastructure and messaging services remained operational, existing monitoring systems did not detect the issue. The first customer-reported indication of the problem occurred on June 14, 2026, at 23:57 EDT when a customer opened a support ticket reporting fax failures through Portal. The NOC team was notified on June 15, 2026, at 08:45 EDT and immediately began investigating.
The issue was resolved at 10:30 EST on June 15, 2026, after the missing intermediate signing certificate was imported into the server trusted certificate store. Additional monitoring was implemented later that day to proactively detect similar failures and automatically notify the on-call team.
At Cloudli, we take any interruption of service very seriously and are continuously evaluating new processes and mitigation measures that can be proactively implemented to ensure service continuity. When service interruptions do occur, our incident management procedure prioritizes prompt and clear notification, along with timely status updates and resolution communications to our customers and partners.
We thank you for your continued support. Please feel free to reach out if you would like to discuss the particulars of this incident report further.