(All times are in JST unless noted otherwise)
The LINE app experienced a service interruption on April 12, 2021 from 15:09 to 16:01, 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.
1. Incident details
A failure to maintain the power supply to network equipment occurred during planned maintenance work at a domestic data center, resulting in an issue whereby LINE messages could not be sent or received. A vendor had erroneously cut off the power supply to multiple networks and servers during the maintenance work, halting communication services on LINE for users globally. We began taking necessary countermeasures immediately after we discovered the issue at 15:09 on April 12, 2021. At 16:01, affected services including the messaging and call functions had been largely restored. At 17:21, additional services such as profile updates, read receipts and join group functions had been restored. Full restoration was completed at 21:36 on April 14, 2021.
[Scope of outage]
・Affected users and duration: LINE app users globally on April 12, 2021 between 15:09 and 16:01
・Cause: A failure to maintain power supply during planned maintenance work on network equipment at a domestic data center
・Impacted services: Several services that use LINE as a login method and the function to create new LINE accounts
2. Correspondence in chronological order
April 12, 2021, 15:09 Network failure occurred during planned maintenance work, resulting in an outage
April 12, 2021, 15:10 The problem was discovered and we immediately began restoration efforts
April 12, 2021, 16:01 Use of the LINE app, including sending and receiving messages, was restored. Restoring of profile updates, read receipts and join group functions commenced.
April 12, 2021, 16:49 Details of the incident were posted on the LINE Thailand official Twitter and Facebook accounts (Thai)
April 12, 2021, 17:00 Details of the incident were posted on the LINE official Twitter account (Japanese)
April 12, 2021, 17:13 Details of the incident were posted on LINE Taiwan's official Timeline (Chinese)
April 12, 2021, 17:21 Profile updates, read receipts and join group functions were restored
April 12, 2021, 19:45 Operation to restore the power supply interrupted during the planned maintenance work commenced
April 12, 2021, 20:07 The power supply that had been interrupted had been fully restored
April 12, 2021, 20:24 Further details of the incident were posted on the LINE official Twitter account (Japanese)
April 13, 2021, 12:30 Investigation into the incident and restoration efforts remained ongoing
April 14, 2021, 21:36 Restoration completed
3. Update history
April 13, 2021: Notification posted in Japanese and English
April 15, 2021: Full restoration details added to the above timeline
4. Inquiries regarding this matter
For users who continue to experience issues, please contact us via the below link:
Inquiries regarding LINE App