(All times are in JST unless noted otherwise)
The LINE app experienced a service interruption on November 9, 2020 from 14:32 to 14:52, whereby LINE users were unable to send and receive messages. We apologize for any inconvenience experienced by our users.
The details of our investigation and response are summarized below.
According to our investigation, a communication failure occurred during maintenance work on network equipment resulting in the loss of communication for several minutes. Consequently, several services that use LINE as a login method became unavailable and new LINE accounts could not be created during this period.
We began to take necessary countermeasures immediately after we discovered the issue on November 9, 2020 at 14:32. At 14:52 users were again able to send and receive messages on LINE, and all services had been completely restored by 22:08.
[Scope of outage]
Affected users and duration: LINE app users globally between 14:32 and 14:52 on November 9, 2020 (some services such as the LINE Official Account were affected until 21:50)
Cause: A failure to switch to a detour route during planned maintenance work on network equipment
Impacted services: Several services that use LINE as a login method and the function to create new LINE accounts
November 9, 2020, 14:32 Network failure occurred during planned maintenance work
November 9, 2020, 14:32 A failure in LINE’s database occurred due to the network failure, resulting in an outage
November 9, 2020, 14:34 Detected the problem, began responding to the issue
November 9, 2020, 14:35 Network failure was resolved
November 9, 2020, 14:49 LINE database issue was resolved
November 9, 2020, 14:52 Use of the LINE app, including sending and receiving messages, was restored. LINE Official Accounts and LINE Developers continued to experience issues
November 9, 2020, 15:30 Details of the incident were posted via LINE’s official Twitter account (Japanese)
November 9, 2020, 17:30 Commenced emergency maintenance work on LINE Official Accounts and LINE Developers (Japanese)
November 9, 2020, 21:57 Emergency maintenance work on LINE Official Accounts and LINE Developers was completed (Japanese)
November 9, 2020, 22:08 All issues were resolved
November 10, 2020: Notification posted in Japanese and English
For users who continue to experience issues, please contact us via the below links:
Inquiries regarding LINE App
Inquiries regarding LINE Official Accounts