Is Luma Health down?

Resolved - Between approximately 7:00 AM ET and 10:28 AM ET, some patient calls to Navigator were dropped mid-conversation after the greeting played. The cause was an unannounced change made by our third-party voice AI vendor, which affected our integration's ability to process the conversation. Our team identified the issue and performed a global failover to a backup voice vendor, which stopped the dropped calls. We have also escalated the issue to the original vendor. We are working with the vendor to establish advance notification for future changes, and we are strengthening our automatic failover detection so similar issues are caught and resolved faster. We know how disruptive this is when it affects patient care, and we apologize for the impact.

We are currently investigating reports of slow performance affecting Luma services. Our team is actively working to identify the root cause. We will provide an update as soon as more information is available.

We are currently experiencing intermittent loading issues affecting Forms, Checklists, and the Clinic app. Our Engineering team has identified the impact and is actively working to resolve it. Other Luma services are not affected at this time. We will provide an update as more information becomes available.

This incident has been resolved. Forms, Checklists, and the Clinic app are now loading normally. Our Engineering team confirmed the fix and will continue to monitor the situation to ensure stability. We apologize for any inconvenience this may have caused and thank you for your patience.

We are aware that some customers are currently unable to load reports due to an ongoing incident with Sigma, our reporting provider. Our team is actively monitoring the situation and working directly with Sigma to resolve it as quickly as possible. We will post updates here as soon as we have more information. For reference: https://status.sigmacomputing.com/incidents/8ttp4ncqt8lp

We are continuing to monitor for any further issues.

This incident has been resolved. Sigma has confirmed that the underlying issue, related to a GCP (Google Cloud Platform) outage affecting their GCP-hosted infrastructure, has been fixed. Reports are now loading normally. We apologize for any inconvenience this may have caused. Sigma has indicated they will publish a root cause analysis (RCA) in the coming days, and we'll share any relevant findings if applicable. Thank you for your patience while we worked through this with Sigma.

We are currently investigating reports of slower-than-usual performance affecting the Luma Platform. Some users may experience delays. Our team is actively looking into the root cause. We'll share an update as soon as we have more information.

We have identified a resource constraint in one of our backend systems as a contributing factor to the ongoing performance issues. Some actions may continue to take longer than usual to complete. Our Engineering team is actively monitoring the situation, reviewing system activity to determine the exact cause, and coordinating additional infrastructure support before implementing a fix. The root cause is not yet confirmed. We will continue to provide updates as more information becomes available.

Our Engineering team continues working on infrastructure recovery. We've increased backend capacity and are scaling up additional resources to process the backlog causing delays. However, some services are still experiencing intermittent connectivity issues, which may cause continued disruption for some users. We are coordinating closely with our infrastructure provider and investigating a possible spike in activity earlier today as a contributing factor. We understand this has been an extended disruption and appreciate your continued patience. We will share the next update as soon as we have more progress to report.

We are seeing signs of recovery, and performance is improving. Some users may still experience lingering instability, including intermittent slowness, as systems continue to stabilize. Our Engineering team is continuing to closely monitor the situation to ensure full stability before marking this incident as resolved. We will provide a further update once services have returned to normal.

This incident has been resolved. All services are fully restored and operating normally. What happened: Starting around 10:06am ET, Luma experienced widespread platform instability, including general service errors, delays in message delivery, and disruptions to specific features such as Navigator voice calls and access to Luma Platform. Root cause: The issue was traced to an unusually high volume of inbound data processing triggered by a newly activated integration, which exceeded system capacity and caused a backlog affecting platform-wide performance. Resolution: The integration has been disabled, additional system capacity has been added to prevent recurrence, and all services have been confirmed stable and fully functional. Our team is continuing to monitor system stability and conducting a full internal review to help prevent similar issues in the future. We will share updates if any further action is needed. We sincerely apologize for the disruption this caused and thank you for your patience throughout.

Summary: On July 30th, an internal configuration change unintentionally affected a shared network routing dependency used by certain versions of LumaLink. This interrupted communication between affected LumaLink instances and Luma Health systems, pausing database synchronization with the EHR for approximately two hours. Resolution: Our technical teams identified the issue via internal monitoring alerts, traced it to the configuration change, and resolved it by reverting that change. Communication and database synchronization were fully restored. Next Steps: Our Engineering team is evaluating enhanced monitoring to detect this type of connectivity interruption more quickly in the future, enabling faster response and resolution.