Response times have remained normal since our last update and the changes we performed to resolve the issue. We're closing out the incident.

Thank you for your patience. All queues are back to normal. The issue appears to have been related to underlying hardware in one of our AWS cluster and was resolved via cycling out all the hardware.

In the process of trying to manually keep queue volumes low and verify different potential solutions, some invalid webhooks were sent out (e.g webhooks for data that does not exist) and which are not able to be actioned on. These did not replace any valid webhooks, and all valid webhooks have been sent.

This issue has been resolved. Clients who received the error should refresh their page and attempt to join again. They will now be able to join video calls without issue.

This issue is resolved.

This is resolved. Please refresh the page, and the E-Rx Notifications link on the left menu bar will load DoseSpot as expected.

This has been resolved and all notes have been generated.

The help center is back online. You can now search for and view all docs at: help.gethealthie.com

Our host was able to scale our capacity to normal levels and this has been resolved. During this period, things may have been slightly slower, but we did not see meaningful increases in error rates or anything more impactful.

Maintenance has completed

Maintenance has completed

All forms are loading now as expected. This is resolved.

AWS has let us know that this has been resolved, and we are not aware of any further issues.

This was resolved around 9pm eastern on July 9th.

The Workflows feature is available again. If you do not see the link in the sidebar, please refresh the page.

This issue has been resolved.

We're confirmed conditional questions not displaying in certain cases was caused by an older version of the UI being used by the browser. Hard refreshing will resolve the issue.

Maintenance has completed

Maintenance has completed

This is resolved.

Maintenance has completed

This is now resolved

We have rolled out a fix for this error and refreshing the application should resolve the error.

This has been resolved.

Between June 3 and June 5, some appointments intermittently did not generate Zoom transcripts or AI Scribe notes. The issue was caused by exceeding Zoom's API rate limits, which can prevent transcription from starting at the beginning of a call.
An earlier status update indicated this was resolved; the conditions that triggered the issue subsequently re-emerged on June 4 and June 5.
We have since deployed a safeguard to prevent this from recurring, increased our integration capacity, and added monitoring to detect the condition proactively.
We are actively monitoring to confirm stability. Where Zoom cloud recording was enabled, transcripts were preserved. For appointments where transcripts could not be recovered, impacted providers will be notified directly.

Some users are experienced errors when generating or regenerating session recordings and transcript notes.

We have taken steps to both immediately mitigate this issue as well as prevent this going forward.

Resolved