Zoom logged two separate problems on 25 September. One was a stray pop-up in the Catch Me Up AI feature that ran for 21h 43m before resolution, and the other is a Polycom device outage that started at 17:45 UTC and is still open. Both sit on Zoom's side of the connection, not yours.
Started
09:20 UTC
Duration
Lasted 21h 43m
Source
IsDown
Next time
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Affected components: Devices (Softphones/Deskphones), Zoom AIC
What happened?
Zoom's status page records two incidents on this day, touching Zoom AIC and the Devices (Softphones/Deskphones) component. The first began at 09:20 UTC: users in the US and Europe saw an unintended pop-up when first invoking the Catch Me Up AI feature in Zoom Meetings. Zoom said at the outset that Catch Me Up itself remained fully functional, so this was a display fault rather than a feature failure. It stayed in investigating status through an 11:03 UTC update with no new detail, then moved to monitoring and was marked resolved, for a total duration of 21h 43m. The second incident started at 17:45 UTC, a service degradation affecting a subset of users whose Polycom devices were going offline. Zoom identified a root cause by 20:20 UTC and said repeatedly it was working with "our underlying provider", language that points at a third party behind Polycom connectivity without naming one. By 10:44 UTC the next day Zoom reported that a significant number of devices were back online and service was restored for the majority of affected users, but a subset of devices remained offline and a further update at 01:19 UTC says the team is still working on the remainder. No closing update has been filed, so this incident is still open. User reports in the window include one from the United States at 21:51 UTC saying "Zoom recordings and AI summaries unavailable," one at 13:40 UTC about calls failing on mobile phones, and one at 13:44 UTC from Albany, NY describing login problems and being thrown out of a meeting. These reports land in and around the two incident windows but Zoom's own filings do not tie them to either one by name.
Learning
The Polycom incident shows a failure in hardware connectivity that sits between Zoom's platform and a device maker's infrastructure, a layer your own monitoring of your Zoom usage would never see because nothing on your end is broken. Zoom's language about working with "our underlying provider" is as specific as the public record gets, and no post-mortem has been published to say more. The Catch Me Up pop-up, by contrast, was a display glitch that Zoom itself said did not affect the underlying feature, a reminder that a visible symptom and an actual service failure are not always the same thing. In UptimeRobot's own 30 day data for Zoom, there were 27 incidents with 26 resolved and a median duration of 31m, far shorter than the 21h 43m first incident here, which shows how much variance sits inside Zoom's own numbers. When your product uses Zoom and something looks broken, your monitoring tells you your half is fine, but it cannot see Zoom's device or AI layers failing behind the scenes. That is the gap this page is built to close: your monitoring covers your half, UptimeRobot now watches the provider's half too, so next time you know which side broke without guessing.
