RIM offers more details on BlackBerry outage


Sean Cunningham, 39, of Arlington is pictured on K Street NW near the intersection of 15th street with his BlackBerry. (Sarah L. Voisin/TWP)
September 21, 2012

Research in Motion offered a few more details Friday about the outage that affected its customers in Europe, the Middle East and Asia, though the company still has not identified what made its systems go down.

Chief Executive Thorsten Heins started his statement off with an apology to those customers in Europe and Africa who were affected by the disruption. Those hit with the outage could not send or receive messages. The company estimates that up to 6 percent of its customers in the region may have been affected.

According to Heins, while messages were delayed, they were not deleted.

“The BlackBerry service is now fully restored and I can report that no data or messages were lost,” Heins said in the statement. “Preliminary analysis suggests that those customers may have experienced a maximum delay of 3 hours in the delivery and reception of their messages.”

He said that the company is investigating what caused the service problem and will keep its users updated.

Friday morning’s outage was not nearly as widespread or serious as a multi-day disruption the company suffered last year. The company’s response to the service issues was also markedly different than its reaction to the network problems it had in October 2011. RIM was widely criticized for failing to communicate information about that outage, which took place a few months before Heins took over as CEO.

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Hayley Tsukayama covers consumer technology for The Washington Post.
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