Unplanned Outage: RingCentral SMS (Text Messaging) Outage
Last Updated:
2025-04-11 09:57:23
Event:
2025-02-05 15:28:00
Status:
Open
Brief Description:
Although sending SMS or text messages has been approved for a limited number of RingCentral phone accounts, a significant amount of administrative overhead is now necessary for each SMS sender. CIT is working with campus partners to determine next steps.
User Impact:
New wireless standards prevent Cornell RingCentral clients from sending SMS (text message).
Workaround:
There is no workaround for this issue
Current Status:
SMS or text messages cannot be sent via RingCentral.
Services Affected:
Telephone
Subsites Affected:
RingCentral
Full Description:
Update: Although sending SMS or text messages has been approved for a limited number of RingCentral phone accounts, there is a significant amount of administrative overhead necessary to comply with the new wireless industry standards. CIT recognizes the inconvenience of this service interruption on business practices and continues working with campus partners on potential solutions to address the legal, privacy, and risk management aspects of compliance.
Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025.
Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11.
CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group reconvened on Monday, March 17, 2025 to discuss options. While working on next steps, the vendor submitted an appeal regarding the March 11 rejection decision.
The vendor submitted an appeal to The Campaign Registry regarding the March 11, 2025 decision rejecting the university's SMS registration request.
Around April 2, the vendor reported the appeal was successful, but the approved campaign has administrative requirements that may be difficult to meet. CIT continued working with campus partners on next steps.
Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025.
Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11.
CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group reconvened on Monday, March 17, 2025 to discuss options. While working on next steps, the vendor submitted an appeal regarding the March 11 rejection decision.
The vendor submitted an appeal to The Campaign Registry regarding the March 11, 2025 decision rejecting the university's SMS registration request.
Around April 2, the vendor reported the appeal was successful, but the approved campaign has administrative requirements that may be difficult to meet. CIT continued working with campus partners on next steps.
CIT TDX ID:
1697203
Timeline of Changes
| Description | Current Status | Date | Time |
|---|---|---|---|
Update: Although sending SMS or text messages has been approved for a limited number of RingCentral phone accounts, there is a significant amount of administrative overhead necessary to comply with the new wireless industry standards. CIT recognizes the inconvenience of this service interruption on business practices and continues working with campus partners on potential solutions to address the legal, privacy, and risk management aspects of compliance. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11. CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group reconvened on Monday, March 17, 2025 to discuss options. While working on next steps, the vendor submitted an appeal regarding the March 11 rejection decision. The vendor submitted an appeal to The Campaign Registry regarding the March 11, 2025 decision rejecting the university's SMS registration request. Around April 2, the vendor reported the appeal was successful, but the approved campaign has administrative requirements that may be difficult to meet. CIT continued working with campus partners on next steps. |
SMS or text messages cannot be sent via RingCentral. |
2025-04-11 | 09:57:23 |
Update: The vendor submitted an appeal to The Campaign Registry regarding the March 11, 2025 decision rejecting the university's SMS registration request. CIT continues working with campus partners on next steps. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11. CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group reconvened on Monday, March 17, 2025 to discuss options. While working on next steps, the vendor submitted an appeal regarding the March 11 rejection decision. |
SMS or text messages cannot be sent via RingCentral. |
2025-03-24 | 08:51:13 |
Update: CIT was unable to resolve the remaining error for the SMS registration submission and is consulting with campus partners on next steps. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11. CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group reconvened on Monday, March 17, 2025 to discuss options. |
CIT was unable to resolve the remaining error for the SMS registration submission and is consulting with campus partners on next steps. |
2025-03-18 | 08:58:11 |
Update: CIT met with RingCentral technical support specialists on March 13, 2025 to troubleshoot the SMS campaign request that was rejected on March 11. CIT shared that status update with campus partners in the Office of the General Counsel, the Privacy team, and the IT Security Office. That group will reconvene on Monday, March 17, 2025 to discuss next steps. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. The March 7 submission failed but with a single error, and that item was revised for the next submission on March 11. |
CIT submitted a revised wireless campaign registration on March 11, 2025. Upon approval, CIT can begin working to restore service to affected customers. |
2025-03-14 | 15:14:19 |
Update: On March 11, 2025, a revised SMS registration application was submitted to address the final error identified in the March 7 application. The review process takes 2-4 days. Upon approval, CIT can begin working to restore the SMS Send service to affected customers. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients on or about February 4, 2025. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3, citing three errors that CIT researched and addressed in the next application on March 7. |
CIT submitted a revised wireless campaign registration on March 11, 2025. Upon approval, CIT can begin working to restore service to affected customers. |
2025-03-11 | 08:53:23 |
Update: CIT submitted a revised wireless campaign registration on March 6, 2025 with the goal of reinstating the RingCentral SMS Send feature. The review process takes 2-4 business days. Upon approval, CIT can begin working to restore service to affected customers. Previously, RingCentral reported a national SMS (text message) outage that impacted Cornell Ring clients. Efforts to reinstate the RingCentral SMS Send feature--which was driven by amended wireless industry standards,--led CIT to work with campus partners on the Privacy Statement and SMS and Text Messaging Terms of Services. A new application with these updates was submitted on February 27, 2025. That application was rejected on March 3. The three cited errors were researched and addressed in a subsequent application. |
CIT submitted a revised wireless campaign registration on March 6, 2025 with the goal of reinstating the RingCentral SMS Send feature. The review process takes 2-4 business days. Upon approval, CIT can begin working to restore service to affected customers. |
2025-03-07 | 14:52:33 |
Update: To reinstate the RingCentral SMS Send feature which was impacted by amended wireless industry standards, CIT worked with campus partners to submit a new application on February 27, 2025. That application was rejected on March 3. The errors are being researched and addressed and a revised application will be submitted on March 6. The review process takes 2-4 business days. Upon approval, CIT can begin working to restore service to affected customers. Previously, RingCentral reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
The internal review process has been completed and CIT will be submitting a revised SMS application today in an attempt to receive approval to comply with new guidelines. If approved, work will begin on restoring service to affected customers. Two to four business days is typical to receive feedback on application status. |
2025-03-05 | 09:25:57 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
The internal review process has been completed and CIT will be submitting a revised SMS application today in an attempt to receive approval to comply with new guidelines. If approved, work will begin on restoring service to affected customers. Two to four business days is typical to receive feedback on application status. |
2025-02-27 | 10:47:18 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
A proposed fix is currently in a review process. It will be implemented when the review process has concluded and it is formally approved. |
2025-02-24 | 10:09:22 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
CIT is continuing to work on resolving the inability to send SMS text messages from Ring Central for affected customers. We have identified changes needed to resolve the issue and are working toward a fix. |
2025-02-12 | 09:03:48 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
CIT continues to work towards resolving the inability to send SMS text messages from RingCentral. The cellular industry applied restrictions on service providers sending "A2P" SMS texts (application to personal texts) on or about February 4, 2025. CIT was not notified of this change and we are working with all parties to resolve and restore this functionality. CIT staff have identified impacted customers and are prioritizing these users as part of this effort. |
2025-02-11 | 08:13:59 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
CIT is continuing to escalate the ticket with RingCentral towards resolution. Customer experience may vary regarding a failure to send SMS text messages. There is not yet an estimated time to repair. |
2025-02-07 | 12:01:29 |
RingCentral has reported a national SMS (text message) outage that's impacting Cornell Ring clients. The vendor is working on the issue and CIT is monitoring the situation. The vendor does not currently have an estimated time to repair. |
The vendor is working on the issue and CIT is monitoring the situation. |
2025-02-05 | 15:30:38 |