2025/05/30 WebSocket Connections For GRR, LAS, PHX and IAD Servers Failing To Connect
Written by Steven Spaulding
Updated at June 3rd, 2025
Table of Contents
Affected Services
- SNAPmobile Web
Event Timeline
May 30th, 2025
11:06 AM ET – Our monitoring system alerted support to failed WebSocket connections for the GRR, LAS, PHX, and IAD core servers.
11:12 AM ET – Our support verified the connection failure and began investigating.
11:31 AM ET – Vendor support was engaged after identifying an SSL failure on the WebSocket service.
11:41 AM ET – Our support contacted the vendor support by phone to escalate the ticket.
12:34 PM ET – We made the decision to cut over all web phone connections to ATL and implemented the change.
12:37 PM ET – We confirmed that the cutover was successful, and connections had been restored to ATL.
12:38 PM ET – Vendor support confirmed the failure and began updating the default Apache configuration files to reflect the correct SSL file.
13:15 PM ET – We observed that the GRR and LAS servers had successfully been updated and the SSL information successfully loaded into the WebSocket service.
13:47 PM ET – All remaining default Apache configuration files were updated to reference the correct SSL, with the SSL information reloaded into the WebSocket service.
May 31st, 2025
14:56 PM ET – After monitoring for stability for 24 hours, temporary rerouting of all WebSocket connections to the ATL server was removed and all WebSocket connections were returned to their original servers.
Root Cause
Impact Summary
- Web phones were unable to fully connect to the GRR, LAS, PHX and IAD servers due to an SSL certificate common name mismatch error
- Automatic failover to alternate servers did not activate because web phones were partially registered. Manual failover to the ATL server was enacted to restore functionality to all clients while we worked with the vendor to fully resolve.