An anonymous reader quotes a report from Ars Technica:
A 911 vendor's malfunctioning firewall caused a statewide outage in the emergency calling system in Massachusetts on Tuesday afternoon, the state government said. A Massachusetts government press release issued yesterday said the state's 911 vendor, Comtech, "has advised State 911 that they have applied a technical solution to ensure that this does not happen again." "A preliminary investigation conducted by the State 911 Department and Comtech determined that the outage was the result of a firewall, a safety feature that provides protection against cyberattacks and hacking," the announcement said. "The firewall prevented calls from getting to the 911 dispatch centers, also known as Public Safety Answer Points (PSAPs)."
Comtech's initial review "confirmed that the interruption was not the result of a cyberattack or hack," but "the exact reason the firewall stopped calls from reaching dispatch centers remains under review," the state said. A full review is continuing. The 911 outage lasted two hours. Shortly after it began, the State 911 Department alerted local law enforcement and issued a statewide emergency alert to residents advising them to call their local public safety business line directly if they had an emergency. "Although some calls may not have gone through, the system allows dispatch centers to identify the phone number of callers and return those calls. The Department has not received any reports of emergencies impacted during the interruption," the Massachusetts announcement said. State 911 Department Executive Director Frank Pozniak promised that the department "will take all necessary steps to prevent a future occurrence." Massachusetts has 204 Public Safety Answering Points that received an average of 8,800 calls, combined, per day in 2023. In case of a 911 outage, an internet user recommends everyone save their local dispatch number in their contacts. You can also use these methods to reach emergency services:
- Call the non-emergency police line in your area.
- Use alternative numbers to reach first responders, such as the direct line to the local police or county sheriff's office.
- Use a landline, Wi-Fi calling or another cell carrier if a cellular service issue is responsible for the 911 outage.
- Send a text to 911, if the service is available in your area. The Federal Trade Commission (FCC) provides
a list of areas currently supporting Text-to-911 on its website.
If calls from landlines to 911 and their non-emergency hotline are not working, police departments can still see the numbers of those who called from cell phones and call them back as soon as possible, notes
WTOL.