The root cause of the BlackBerry service disruption that occurred in October, 2011, has been conclusively determined to have been due to a software fault in a core network switch which caused the switch to fail and then attempt to recover in an unexpected manner. The manner in which the switch failed and then attempted to recover adversely affected connectivity and routing capabilities disrupting the availability and performance of BlackBerry services. The switch vendor has confirmed the software fault and has since issued a patch to correct it.
Research In Motion Limited (RIM) sincerely regrets the inconvenience and frustration the service disruption caused our customers and our partners. In addition to applying the aforementioned patch to all similar switches in our environment we’re taking aggressive steps to continue to increase the resilience of the BlackBerry service including pulling forward plans to add network nodes and diversity in to the EMEA region as well as strengthening our service management, communication, and our incident recovery capabilities.