This page will detail status updates and technical bulletins which may affect our caption customers. If you have any questions or concerns, please contact statusupdates@vitac.com
VITAC’s Realtime Technical Services (RTS) team identified caption stability issues across the iCap network on Thursday, April 4, and Friday, April 5, that impacted several clients. The instability was traced to Ai-Media, which reported intermittent issues with audio and caption delivery due to an improperly balanced load on the relay system. Per EEG, the issue has been resolved (https://statuspage.eegcloud.tv/incidents/2vrl1v3vw17t).
Please contact Ai-Media with any questions: https://www.ai-media.tv/company/contact-us/.
VITAC’s Realtime Technical Services (RTS) team identified a caption outage on Tuesday, April 2, at 5:58 PM ET that impacted several clients. The caption loss was traced to a maintenance update at Amazon Web Services (AWS) that caused a brief outage in our Control Tower caption management system. Caption service was restored at 6:05 PM ET.
We have corrected the issue causing the outage of our Internet Captioning Service (ICS) and the problem is resolved. ICS will be up and running by Friday morning. Thank you for your patience, and thank you for working with VITAC.
We continue to be experiencing outages impacting our captionedtext website and ICS service. We have sourced the problem as an expired security certificate and unannounced upgrade by our real-time data platform provider. We are working with affected customers on short-term alternative solutions. We expect, but cannot guarantee, the problem to be resolved by Friday morning. We will provide additional updates as they become available.
VITAC is experiencing a technical outage impacting our captionedtext website and ICS service, which delivers captions to customer URLs. Our technical team is working to identify the cause and rectify the situation. We are continuing to caption events and will provide post-event deliverables as ordered. Additional information will be shared once we’ve resolved the issue.
VITAC’s Realtime Technical Services (RTS) team identified caption stability issues across the iCap network on Sunday, Feb. 11, that impacted several clients. The instability was traced to Ai-Media, which reported several of the platform’s users created excessive load on the system. Per EEG, the issue has been resolved (https://statuspage.eegcloud.tv/incidents/xgg1zrmx6d2s).
Please contact Ai-Media with any questions: https://www.ai-media.tv/company/contact-us/.
Remediation of the 11/7 event is complete. Please reach out to your Account Executive or Account Manager for more information.
VITAC’s Canonsburg, PA office has returned to full capacity.
We identified the source as our Uninterruptible Power Supply (UPS), which did not fail over during the power outage. That failure took our VxRail virtual servers offline. We worked with vendors to restore connectivity and are now back in production. We continue to investigate the root cause of the outage and will provide additional updates.
VITAC’s Canonsburg, PA, office experienced a power outage this afternoon due to a power surge in the community. We’ve rerouted our work to other VITAC offices, but customers have been affected.
Our teams are actively working to restore connectivity and will provide an update as soon as possible.
VITAC’s Realtime Technical Services (RTS) team identified caption outages between 6:45-7:40 AM ET on Monday, Oct. 2, that impacted several clients. The outage was a result of connection issues at EEG, which have been resolved (https://status.icap.eegcloud.tv/).
Please contact EEG with any questions: https://www.ai-media.tv/company/contact-us/.
VITAC’s Realtime Technical Services (RTS) team identified a caption outage on Wednesday, Sept. 13, at 11:50 PM ET that impacted several clients. The outage was a result of an iCap connection stability issue at EEG (https://statuspage.eegcloud.tv/). Services were restored at approximately 12:25 AM ET.
Please contact EEG with any questions: https://www.ai-media.tv/company/contact-us/.
We’d also like to take this moment to kindly remind our partners that we suggest backup connections remain available for use in such situations. We would be happy to coordinate testing of backup connections at your convenience.
On Thursday, June 22, between 3:30 and 5:20 pm ET, several VITAC live captioning customers were affected by an outage tied to our HAProxy load balancer. We were alerted that the load balancer was unstable and rebooted it. The system unexpectedly returned with a different IP address – it is set to a static IP and we’ve rebooted before without issue.
We are upgrading our physical network connections, Wi-Fi, and other equipment within the data center. All updates feature the newest and most up-to-date technology and are configured with the industry best practices for redundancy.
During scheduled maintenance periods:
The work is expected to be completed by June 26.
VITAC’s operations department will be moving to a new internet-based phone system, enabling customers to better reach our support team. The new platform promises increased reliability and improved integration and tracking, allowing us to more easily track any issues and outages.
Inbound calls to VITAC:
Please continue to contact us using the same phone numbers you have always used to contact us.
During very busy times, you will have an option to leave a voicemail or wait for the next available employee. Please do not hesitate to leave a message. Your message will be routed immediately with urgent status to the entire RTS team, and you can expect a reply ASAP.
Outbound calls from VITAC
Note that while we port our numbers over to the new system, calls from VITAC to you will appear different than they have in the past. You will see these numbers on your phone: