Massachusetts officials have disclosed the reason behind the recent 911 outage that impacted the statewide emergency response system. The outage, which occurred on Tuesday, lasted from approximately 1:15 p.m. to 3:15 p.m. However, officials have confirmed that no reports of emergencies affected by the outage have been received.

According to the State 911 Department, the disruption was caused by a malfunctioning firewall that prevented 911 dispatch centers from receiving incoming calls. Firewalls are typically installed to protect against cyberattacks but, in this case, the specific reasons for the malfunction are still under review. It has been clarified that the outage was not due to any form of cyberattack or hack.

During the outage, officials had to swiftly notify residents about alternative options for reporting emergencies, including using red call boxes or reaching out to police and fire stations via administrative phone numbers. In addition, a statewide emergency alert was sent to residents' phones to ensure awareness and provide information.

Fortunately, the 911 system has since been restored to full functionality. Dispatchers, despite being unable to receive calls, were able to view the phone numbers of callers and subsequently return those calls. The State 911 Department has expressed gratitude for the patience and cooperation of the public during this incident.

Immediate actions were taken by state officials in collaboration with Comtech, the global company that serves as the 911 vendor in Massachusetts. Comtech has been responsible for developing and managing the state's "Next Generation 911" system since 2014, known for its accurate location tracking and quick response capabilities.

The ongoing investigation into the cause of the outage is being jointly conducted by Comtech and the State 911 Department. Comtech has implemented a technical solution to prevent such incidents in the future, and the State 911 Department remains committed to delivering reliable and state-of-the-art emergency services to Massachusetts residents and visitors.

Massachusetts, which houses 204 dispatch centers for 911 calls, receives an average of 8,800 calls per day as of 2023. With the aim of preventing a similar occurrence, Executive Director Frank Pozniak of the State 911 Department has emphasized their dedication to taking all necessary steps to ensure the reliability of emergency services.

As both Comtech and the State 911 Department continue their thorough review, the focus is on preventing any recurrence of such an outage and strengthening the state's emergency communication infrastructure.