Following a preliminary investigation conducted by the State 911 Department and Comtech, it has been determined that the recent outage was caused by a firewall.
In a press released today, the Massachusetts State 911 Department was alerted to a statewide 911 system interruption on June 18, 2024, around 1:15 pm. The issue persisted for about two hours until full restoration was achieved by 3:15 pm.
Despite potential call failures, the system enables dispatch centers to trace caller phone numbers and return missed calls. Fortunately, no emergencies were reported to have been affected during the disruption.
Promptly responding to the situation, the State 911 Department worked with Comtech, their 911 vendor, to resolve the technical problem. They also notified local law enforcement via a statewide broadcast network and coordinated with the Massachusetts Emergency Management Agency (MEMA) to issue a statewide emergency alert.
Following a preliminary investigation conducted by the State 911 Department and Comtech, it has been determined that the recent outage was caused by a firewall. This firewall, which is designed to protect against cyberattacks and hacking, inadvertently prevented calls from reaching the 911 dispatch centers, also known as Public Safety Answer Points (PSAPs). Although Comtech's initial review has confirmed that the interruption was not due to a cyberattack or hack, the exact reason behind the firewall's interference is still being investigated.
“The Massachusetts State 911 Department is deeply committed to providing reliable, state-of-the-art 911 services to all Massachusetts residents and visitors in an emergency. The Department will take all necessary steps to prevent a future occurrence,” said Executive Director of the State 911 Department Frank Pozniak. “We are grateful to everyone for their patience and cooperation during the outage.”
As the comprehensive review of the incident continues, Comtech has assured the State 911 Department that they have implemented a technical solution to prevent such incidents from occurring in the future.
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