Healthie Outage History

Started Jan 23, 2026, 09:09 PM UTC· resolved Jan 26, 2026, 05:30 PM UTC

1. identified Jan 23, 2026, 09:09 PM UTC

   Sfax, our faxing provider, is reporting an issue on their end that's impacting the delivery of sent faxes, causing them to remain in a "Pending" status. They're actively investigating and working on resolving what's introducing these delays. We'll post another update as soon as we have more info.

2. monitoring Jan 24, 2026, 02:22 AM UTC

   Sfax has deployed a fix to address what was causing outbound faxes to be delayed. We're seeing a restoration to the normal delivery times of outbound faxes and are continuing to monitor to ensure a full resolution.

3. resolved Jan 26, 2026, 05:30 PM UTC

   Outbound fax delivery time has remained at normal levels. We're marking this as resolved.

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Started Jan 21, 2026, 01:57 AM UTC· resolved Jan 21, 2026, 04:35 PM UTC

1. investigating Jan 21, 2026, 01:57 AM UTC

   We're investigating reports of webhook events not being sent out for accounts in the Staging environment. Production is not affected. We'll post another update when we have more details.

2. resolved Jan 21, 2026, 04:35 PM UTC

   This was resolved around 10:30 AM eastern.

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Started Jan 15, 2026, 10:07 PM UTC· resolved Jan 15, 2026, 11:35 PM UTC

1. investigating Jan 15, 2026, 10:07 PM UTC

   We're actively investigating reports of white screens and elevated page loads when accessing Healthie. As soon as we have more to share, we'll post another update.

2. resolved Jan 15, 2026, 11:35 PM UTC

   Response times were brought back to normal at around 5:05 PM EST. Load times have remained stable since then and white screens are no longer appearing when using Healthie. We're marking this incident as resolved.

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Started Jan 14, 2026, 07:06 PM UTC· resolved Jan 15, 2026, 11:48 PM UTC

1. identified Jan 14, 2026, 07:06 PM UTC

   Our SMS provider Twilio is reporting delays in sending to certain US phone carriers including Verizon that could delay the receipt of 2FA and reminder texts. See additional details on https://status.twilio.com/. We're monitoring the situation and will provide updates as soon as we know more.

2. identified Jan 14, 2026, 11:08 PM UTC

   Twilio's Engineering team is continuing to work with their carrier partners to resolve the issue causing delivery delays when 2FA codes and reminder texts are sent to US phone numbers under Verizon. We're still monitoring the situation and will post another update when we have more details.

3. monitoring Jan 15, 2026, 07:20 PM UTC

   Twilio has marked their incident with Verizon as resolved and we're starting to see messages be delivered as normal to affected users. We're continuing to monitor to ensure the issue that was causing delays in text message receipt is fully addressed. Once we're confident message delivery is back to normal for all accounts, we'll close out this incident.

4. resolved Jan 15, 2026, 11:48 PM UTC

   This incident is resolved. Texts containing 2FA codes or reminder texts have continued to be received as expected by affected users and we haven't observed any new reports of text message delivery issues.

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Started Jan 13, 2026, 05:10 PM UTC· resolved Jan 13, 2026, 11:13 PM UTC

1. investigating Jan 13, 2026, 05:10 PM UTC

   We're investigating reports of increased loading times and white screens appearing on Production, which may prevent Healthie from loading at all. We'll post another update as soon as we have more info.

2. monitoring Jan 13, 2026, 05:26 PM UTC

   Load times are back to normal and white screens are no longer appearing when accessing Healthie on Production. We're continuing to monitor the situation to ensure the issue is fully resolved.

3. resolved Jan 13, 2026, 11:13 PM UTC

   This incident is resolved. Loading times and system performance have remained stable at normal levels, and we haven't observed any additional occurrences of white screens on Production.

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Started Jan 08, 2026, 09:14 PM UTC· resolved Jan 08, 2026, 10:48 PM UTC

1. investigating Jan 08, 2026, 09:14 PM UTC

   We're investigating reports of elevated page loads and white screens appearing when accessing Healthie. In some cases Healthie may not load at all. We'll post another update as soon as we have more details.

2. monitoring Jan 08, 2026, 09:40 PM UTC

   All services are back online, and system performance is returning to normal. We are continuing to monitor closely.

3. resolved Jan 08, 2026, 10:48 PM UTC

   This incident has been resolved. One of the Redis instances we use for rate limiting began returning a large number of connection errors. We’re continuing to investigate this as a top priority and will also adjust our failure handling so that even if this part of the system encounters issues, it does not disrupt or block request processing.

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Started Jan 07, 2026, 08:07 PM UTC· resolved Jan 07, 2026, 10:18 PM UTC

1. monitoring Jan 07, 2026, 08:07 PM UTC

   Starting at around 2:27 PM EST we started investigating reports of errors occurring when providers were viewing charting notes and patients were submitting forms. A fix has been deployed as of 3:02 PM EST and these errors should be resolved after refreshing or clearing your browser cache. We're monitoring to ensure the issue resolved and will provide another update before closing this incident.

2. resolved Jan 07, 2026, 10:18 PM UTC

   We aren't observing any new instances of the error after the deployment of our fix. We're marking this incident as resolved.

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Started Jan 05, 2026, 07:55 PM UTC· resolved Jan 05, 2026, 09:38 PM UTC

1. investigating Jan 05, 2026, 07:55 PM UTC

   We are investigating reports of slower than normal response times, resulting in increased page loads. We'll post another update as soon as we have more details.

2. monitoring Jan 05, 2026, 08:33 PM UTC

   Response times are back to normal. Some parts of the platform may have been inaccessible or white screens may have been observed while we were investigating the cause of increased page loads. Queues related to forms or report generation may be delayed while our system catches up. We're continuing to monitor to ensure the issue is fully resolved and will provide another update before marking this closed.

3. resolved Jan 05, 2026, 09:38 PM UTC

   Queues are all caught up and response times have remained at normal levels. We're marking this incident as resolved.

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Started Dec 22, 2025, 07:46 PM UTC· resolved Dec 22, 2025, 10:59 PM UTC

1. investigating Dec 22, 2025, 07:46 PM UTC

   We're investigating reports of slower than normal response times, causing increased page loads and API timeouts. We'll post another update as soon as we have more info.

2. resolved Dec 22, 2025, 10:59 PM UTC

   Page load times and API response times are back to normal. We're marking this as resolved.

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Started Dec 10, 2025, 04:08 PM UTC· resolved Dec 16, 2025, 02:57 AM UTC

1. monitoring Dec 10, 2025, 04:08 PM UTC

   This is a continuation of yesterday's Sfax incident: there are delays with inbound and outbound processing, along with intermittent errors when trying to view faxes or add to a client's documents. We're monitoring and will post updates as we know more.

2. monitoring Dec 10, 2025, 09:39 PM UTC

   Sfax recovery is in progress. Services are starting to be restored, but you may still see errors when attempting to send or open a fax. We'll follow up with additional updates as we have more info.

3. monitoring Dec 12, 2025, 12:46 AM UTC

   We're still seeing delays with inbound and outbound fax processing, along with intermittent errors when trying to view faxes or add to a client's documents. Sfax continues to work through the root cause. All faxes are queued are will be delivered as the backlog clears. We'll continue to post updates until this is fully resolved.

4. monitoring Dec 13, 2025, 04:59 AM UTC

   Inbound and outbound faxing is operational, but we’re still seeing occasional delays when sending a fax or viewing a received fax in Healthie. Sfax is performing maintenance tonight from 9:00–11:00 PM Pacific. Faxing will be unavailable during this time until the service is back online. We’ll keep this incident open and continue posting updates until Sfax confirms that these issues are fully resolved.

5. resolved Dec 16, 2025, 02:57 AM UTC

   This is resolved. You can now send faxes and view received documents without error.

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Started Dec 09, 2025, 05:10 PM UTC· resolved Dec 10, 2025, 01:17 AM UTC

1. monitoring Dec 09, 2025, 05:10 PM UTC

   We're aware of ongoing issues with faxing. You may see errors when attempting to view or send faxes in Healthie, as fax functionality is intermittently unavailable while services are degraded. These issues are a continuation of yesterday’s incident with our fax provider, and their team is actively working to resolve the problem as quickly as possible. We'll continue to post updates as we have new information to share.

2. resolved Dec 10, 2025, 01:17 AM UTC

   This is resolved. You can now view and send faxes again without error. Faxes in a "Pending" state are queued and will be processed automatically over the next few hours.

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Started Dec 08, 2025, 07:06 PM UTC· resolved Dec 08, 2025, 07:27 PM UTC

1. monitoring Dec 08, 2025, 07:06 PM UTC

   DoseSpot is addressing performance issues that are preventing providers from viewing and ordering prescriptions. They're working to restore service as quickly as possible. We'll continue to monitor for updates. https://status.dosespot.com/posts/details/PJ8D4HP

2. resolved Dec 08, 2025, 07:27 PM UTC

   DoseSpot has resolved this incident. You can now view and order prescriptions without error.

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Started Dec 08, 2025, 05:41 PM UTC· resolved Dec 09, 2025, 01:59 AM UTC

1. monitoring Dec 08, 2025, 05:41 PM UTC

   Our faxing provider Sfax is reporting an issue that is impacting user ability to access parts of their platform, including received faxes. You may see a "500" error when attempting to access affected faxes until the issue has been resolved. We're monitoring and will provide updates as we have more info.

2. monitoring Dec 08, 2025, 10:52 PM UTC

   Sfax is starting to recover, but this incident is ongoing and fax features are still degraded. You might still see errors when attempting to send or open a fax in Healthie. We'll continue to post updates as we have them.

3. resolved Dec 09, 2025, 01:59 AM UTC

   Sfax is starting to recover. You can now view and send faxes again in Healthie without error. They're still working through the backlog to process and deliver any pending faxes that may have been sent or received while the service was unavailable. We're marking this one as resolved.

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Started Dec 05, 2025, 07:17 PM UTC· resolved Dec 05, 2025, 07:17 PM UTC

1. resolved Dec 05, 2025, 07:17 PM UTC

   If you're on an older version of our frontend, you may see a "Loading..." spinner that does not complete when opening certain pages. This is resolved by clearing your browser cache or using an incognito window. You'll be able to access your account as expected when your browser is on the most up to date version of our platform.

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Started Dec 03, 2025, 10:21 PM UTC· resolved Dec 03, 2025, 10:34 PM UTC

1. investigating Dec 03, 2025, 10:21 PM UTC

   We're currently investigating slow page loads across the product. We'll provide updates as we know more.

2. resolved Dec 03, 2025, 10:34 PM UTC

   Between ~5:10 and ~5:25 pm eastern, we saw response times on average ~3x slower than normal. This has now been resolved.

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Started Dec 01, 2025, 06:06 PM UTC· resolved Dec 02, 2025, 12:13 AM UTC

1. investigating Dec 01, 2025, 06:06 PM UTC

   Some 2FA and appointment reminder texts may be delayed by a few minutes. Twilio is investigating an issue affecting certain phone carriers. We're tracking the incident here: https://status.twilio.com/incidents/lvcmgt3lrdqp. We're monitoring closely and will post updates as we have more details to share.

2. resolved Dec 02, 2025, 12:13 AM UTC

   Resolved: SMS delivery time for all carriers is back to normal. 2FA and appointment reminder messages are again being sent and delivered without delay.

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Started Nov 28, 2025, 04:56 PM UTC· resolved Nov 28, 2025, 11:58 PM UTC

1. investigating Nov 28, 2025, 04:56 PM UTC

   Our SMS provider, Twilio, is reporting delays sending to US carriers (https://status.twilio.com/) which could potentially delay 2FA and appointment reminder texts (we believe by a few minutes). We are continuing to monitor Twilio's updates as they provide them.

2. resolved Nov 28, 2025, 11:58 PM UTC

   SMS delivery for all major carriers is back to normal. 2FA and appointment reminder texts are sending again as expected without delay. We're marking this one as resolved.

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Started Nov 21, 2025, 08:34 PM UTC· resolved Nov 21, 2025, 08:34 PM UTC

1. resolved Nov 21, 2025, 08:34 PM UTC

   An unexpected infrastructure restart caused an error with ongoing media streams at 3:00:42 pm eastern. This prevented new transcript data being transmitted for meetings that were in the process of being transcribed, and will lead to partial transcripts for those sessions. We have adjusted internal infrastructure configuration to ensure this does not happen again. There was no impact on sessions completed to, or starter after that specific time window.

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Started Nov 20, 2025, 04:53 PM UTC· resolved Nov 20, 2025, 05:28 PM UTC

1. investigating Nov 20, 2025, 04:53 PM UTC

   We are seeing elevated error rates creating or editing Google Calendar syncs. Our team is working on a resolution, and expect this to be resolved in the next ~30 minutes.

2. resolved Nov 20, 2025, 05:28 PM UTC

   This has been resolved.

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Started Nov 12, 2025, 10:10 PM UTC· resolved Nov 12, 2025, 10:10 PM UTC

1. resolved Nov 12, 2025, 10:10 PM UTC

   Old front-ends of the Healthie web portal may experience an error trying to open an appointment. This is resolved by refreshing to ensure that the latest front-end has been loaded.

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Started Nov 08, 2025, 04:04 PM UTC· resolved Nov 08, 2025, 04:22 PM UTC

1. investigating Nov 08, 2025, 04:04 PM UTC

   We are seeing longer than normal delays when sending webhooks. Our team is investigating.

2. resolved Nov 08, 2025, 04:22 PM UTC

   Processing times for webhooks have returned to normal.

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Started Oct 31, 2025, 04:26 PM UTC· resolved Oct 31, 2025, 04:40 PM UTC

1. investigating Oct 31, 2025, 04:26 PM UTC

   One of our underlying vendors is having an issue leading to an error trying to purchase some labs via eLabs Direct. They have confirmed the issue, are working on a resolution, and expect to have this solved in the coming hours.

2. resolved Oct 31, 2025, 04:40 PM UTC

   Our lab vendor confirmed they have resolved the issue.

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Started Oct 29, 2025, 05:03 PM UTC· resolved Oct 30, 2025, 04:07 PM UTC

1. investigating Oct 29, 2025, 05:03 PM UTC

   We have received customer reports that the Dosespot prescribing experience is running slower than normal. We have reached out to Dosespot and will provide updates as we learn more.

2. investigating Oct 29, 2025, 05:16 PM UTC

   Dosespot confirmed an issue related to an Azure outage - https://status.dosespot.com/posts/details/PZWM3CT

3. resolved Oct 30, 2025, 04:07 PM UTC

   Dosespot resolved their issues last night and this is resolved.

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Started Oct 20, 2025, 09:24 PM UTC· resolved Oct 21, 2025, 04:14 PM UTC

1. investigating Oct 20, 2025, 09:24 PM UTC

   Due to the AWS incident, automated payments were not run this morning. We will process all scheduled payments tomorrow (10/21). Please do not manually charge for the payments in the interim as that may lead to double charges.

2. resolved Oct 21, 2025, 04:14 PM UTC

   All scheduled payments from 10/20 have been attempted.

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Started Oct 20, 2025, 01:10 PM UTC· resolved Oct 20, 2025, 08:14 PM UTC

1. investigating Oct 20, 2025, 01:10 PM UTC

   AWS continues to have issues with EC2 instances which is preventing us from automatically scaling to our normal server capacity (https://health.aws.amazon.com/). This is leading to slower than normal response times. Our team is monitoring and working with our host to scale up to the needed capacity.

2. investigating Oct 20, 2025, 01:26 PM UTC

   We've confirmed we're seeing slower response times. We continue to work to provision the needed capacity. We have paused sending webhooks to help lessen server traffic as we work to scale capacity. All will be sent once we're able to successfully scale.

3. investigating Oct 20, 2025, 03:10 PM UTC

   AWS continues to experience severe networking issues (as they are updating at https://health.aws.amazon.com/health/status). We continue to monitor and re-attempt to provision additional capacity.

4. investigating Oct 20, 2025, 03:49 PM UTC

   AWS has "narrowed down the source of the network connectivity issues" and identified the root cause. They are actively working on mitigations but are still "throttling requests for new EC2 instances" which blocks us from provisioning needed capacity. We continue to monitor the situation closely.

5. investigating Oct 20, 2025, 04:17 PM UTC

   AWS "have identified and are applying next steps to mitigate throttling of new EC2 instance launches.". This is what needs to be restored for Healthie's response times to return to normal, so this is a positive step. We continue to monitor.

6. investigating Oct 20, 2025, 05:05 PM UTC

   AWS is "in the process of validating a fix and will deploy to the first AZ as soon as they have confidence they can do so safely."

7. investigating Oct 20, 2025, 05:44 PM UTC

   AWS has shared a positive update- "the internal subsystems of EC2 are now showing early signs of recovering in a few Availability Zones (AZs) in the US-EAST-1 Region. We are applying mitigations to the remaining AZs at which point we expect launch errors and network connectivity issues to subside.". Once we are able to launch new EC2 instances, we would expect response times to return to normal and this incident to be resolved. We're continuing to monitor.

8. investigating Oct 20, 2025, 06:27 PM UTC

   We are seeing some (smaller) successes amongst failing scaling attempts and have been able to add more capacity which should help with response times. We're still far below normal response times and capacity and continue to work to get everything back to normal here.

9. investigating Oct 20, 2025, 07:18 PM UTC

   We have been able to scale up and beyond our typical mid-day capacity. Response times should be back to normal, and background processes (specifically webhooks) have begun to catch up. We continue to monitor.

10. resolved Oct 20, 2025, 08:14 PM UTC

    Webhooks are fully caught up, and response times are back to normal. This incident is resolved.

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