Major incident

Berklee IT Services: Zoom Phone: Auxiliary Phone Service Partially Down

Affected: Network Services - Boston Campus, Zoom Phone

Current status of Berklee IT Services: Under maintenance — live Berklee IT Services status

Timeline

1. Aug 6, 2026, 14:48 UTC
   investigating
   We lost telephony on all ports connected to the 1140 AudioCodes Media Platform. Auxiliary phone service (fax, elevator, intercom and blue lights) in these locations are affected by this outage. 31 Hem, 32 TFW, 54 TFW, 1140, 1135, 1108, 1140, 22 TFW, 150 Normal Zoom phone service is unaffected. We are currently working with AudioCodes Urgent Support team to resolve this issue.
2. Aug 6, 2026, 16:22 UTC
   identified
   We've identified the issue as a bad FSX card in the AudioCodes MP1288 Media Pack unit. After reseating the card, the unit is back up and all services are restored, but the card will need replacement. Will put in an emergency CAB to install the new card when it arrives.
3. Aug 6, 2026, 17:30 UTC
   identified
   All auxiliary phone services are back up, and tested. Once we have the replacement board in hand (tomorrow or Monday) we'll replace this board, and update status as appropriate.
4. Aug 7, 2026, 12:10 UTC
   monitoring
   Auxiliary phones are operating normally. Further maintenance is still needed to fully resolve, but for now we are stable.
5. Aug 11, 2026, 14:04 UTC
   monitoring
   New hardware was installed on Media Pack, auxiliary phone services are fully restored.
6. Aug 11, 2026, 14:05 UTC
   monitoring
   We are continuing to monitor for any further issues.
7. Aug 14, 2026, 16:27 UTC
   resolved
   This incident has been resolved.

Updates as published by Berklee IT Services (original).