Person Centred Software Outage History

Started Aug 24, 2026, 12:15 PM UTC· resolved Aug 24, 2026, 02:16 PM UTC

1. investigating Aug 24, 2026, 12:15 PM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Aug 24, 2026, 01:01 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Aug 24, 2026, 02:16 PM UTC

   This incident has been resolved.

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Started Aug 21, 2026, 06:45 PM UTC· resolved Aug 26, 2026, 01:57 PM UTC

1. investigating Aug 21, 2026, 06:45 PM UTC

   The support widget in Atlas Central is showing as blank and in DepenSys is not loading at all. We have raised this with our support provider, Intercom for further investigation

2. resolved Aug 26, 2026, 01:57 PM UTC

   This incident has been resolved.

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Started Aug 21, 2026, 01:28 PM UTC· resolved Aug 21, 2026, 01:46 PM UTC

1. investigating Aug 21, 2026, 01:28 PM UTC

   We are currently investigating this issue.

2. resolved Aug 21, 2026, 01:46 PM UTC

   This incident has been resolved.

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Started Aug 19, 2026, 02:41 PM UTC· resolved Aug 19, 2026, 03:02 PM UTC

1. investigating Aug 19, 2026, 02:41 PM UTC

   There is a current identified issue with items not showing as handed out on Atlas which have been marked as handed out on the Titan PMR. We are investigating the issue now. Apologies for the inconvinience

2. identified Aug 19, 2026, 02:42 PM UTC

   The issue has been identified and a fix is being implemented.

3. identified Aug 19, 2026, 02:44 PM UTC

   We are continuing to work on a fix for this issue.

4. resolved Aug 19, 2026, 03:02 PM UTC

   This incident has been resolved.

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Started Aug 17, 2026, 07:58 PM UTC· resolved Aug 17, 2026, 08:22 PM UTC

1. identified Aug 17, 2026, 07:58 PM UTC

   We have identified the cause of the performance issues currently affecting mCare and our team is now actively working to implement a fix. We are sorry for the continued disruption to your day. Resolving this remains our absolute top priority and we are doing everything we can to get things back to normal as quickly as possible. We will share another within 1 hour.

2. monitoring Aug 17, 2026, 08:06 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 17, 2026, 08:22 PM UTC

   This incident has been resolved.

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Started Aug 13, 2026, 12:27 PM UTC· resolved Aug 13, 2026, 01:41 PM UTC

1. investigating Aug 13, 2026, 12:45 PM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Aug 13, 2026, 12:46 PM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Aug 13, 2026, 01:24 PM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved Aug 13, 2026, 01:41 PM UTC

   This incident has been resolved.

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Started Aug 12, 2026, 01:48 PM UTC· resolved Aug 13, 2026, 02:37 PM UTC

1. investigating Aug 12, 2026, 01:48 PM UTC

   We are currently investigating an issue where historical training records are not showing in the completion matrix on Redcrier.

2. resolved Aug 13, 2026, 02:37 PM UTC

   This incident has been resolved.

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Started Aug 12, 2026, 08:36 AM UTC· resolved Aug 12, 2026, 08:56 AM UTC

1. investigating Aug 12, 2026, 08:36 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Aug 12, 2026, 08:36 AM UTC

   The issue has been identified and a fix is being implemented.

3. monitoring Aug 12, 2026, 08:42 AM UTC

   A fix has been implemented and we are monitoring the results.

4. monitoring Aug 12, 2026, 08:44 AM UTC

   We are continuing to monitor for any further issues.

5. resolved Aug 12, 2026, 08:56 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Aug 10, 2026, 11:18 AM UTC· resolved Aug 10, 2026, 12:10 PM UTC

1. investigating Aug 10, 2026, 11:18 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. monitoring Aug 10, 2026, 11:30 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 10, 2026, 12:10 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Aug 07, 2026, 08:00 PM UTC· resolved Aug 07, 2026, 08:00 PM UTC

1. resolved Aug 07, 2026, 08:00 PM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

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Started Jul 31, 2026, 07:16 AM UTC· resolved Jul 31, 2026, 08:14 AM UTC

1. investigating Jul 31, 2026, 07:16 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Jul 31, 2026, 07:29 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jul 31, 2026, 07:30 AM UTC

   We are continuing to work on a fix for this issue.

4. monitoring Jul 31, 2026, 07:42 AM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Jul 31, 2026, 08:14 AM UTC

   This incident has been resolved.

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Started Jul 30, 2026, 01:53 PM UTC· resolved Jul 30, 2026, 03:10 PM UTC

1. investigating Jul 30, 2026, 01:53 PM UTC

   At present we have an issue whereby the Atlas Pharmacy is failing to correctly mark items as handed out after the hand out is complete on our Integration partner platform. We apologise for this issue and our development team are working to resolve the issue as soon as possible

2. monitoring Jul 30, 2026, 02:23 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Jul 30, 2026, 02:24 PM UTC

   We are continuing to monitor for any further issues.

4. monitoring Jul 30, 2026, 03:09 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Jul 30, 2026, 03:10 PM UTC

   This incident has been resolved.

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Started Jul 27, 2026, 02:13 PM UTC· resolved Jul 27, 2026, 04:23 PM UTC

1. identified Jul 27, 2026, 02:13 PM UTC

   We have identified the cause of the performance issues currently affecting mCare and our team is now actively working to implement a fix. We are sorry for the continued disruption to your day. Resolving this remains our absolute top priority and we are doing everything we can to get things back to normal as quickly as possible. We will share another within 1 hour.

2. resolved Jul 27, 2026, 04:23 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jul 25, 2026, 07:30 AM UTC· resolved Jul 25, 2026, 07:30 AM UTC

1. resolved Jul 25, 2026, 07:30 AM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

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Started Jul 23, 2026, 05:58 AM UTC· resolved Jul 23, 2026, 10:41 AM UTC

1. investigating Jul 23, 2026, 05:58 AM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

2. investigating Jul 23, 2026, 08:14 AM UTC

   We are continuing to investigate this issue as our highest priority. We understand the impact this is having on your teams and apologise for the disruption this is causing. We will provide a further update as soon as we have more information to share.

3. identified Jul 23, 2026, 08:14 AM UTC

   We are continuing to work on the issues with Atlas device synchronisation as a critical priority. Our engineering team are working with our infrastructure partners to restore service as quickly as possible. We sincerely apologise for the disruption to this crucial service and thank you for your continued patience and understanding.

4. monitoring Jul 23, 2026, 09:40 AM UTC

   Device synchronisation is now improving. Customers may get intermittent synchronisation failures whilst the performance scales up. We recommend waiting 5 minutes, then trying again if this happens.

5. monitoring Jul 23, 2026, 10:05 AM UTC

   We are continuing to monitor for any further issues.

6. resolved Jul 23, 2026, 10:41 AM UTC

   The performance issues affecting device synchronisation have now been fully resolved. All services are operating normally. We are sorry for the disruption this caused today. We know that reliability is essential when you are administering medication, and we do not take that responsibility lightly. We will be reviewing what happened to help prevent a similar issue in future. If you have any concerns or continue to notice anything unusual, please do not hesitate to contact our Support team.

7. postmortem Aug 05, 2026, 02:20 PM UTC

   # Atlas Sync Unavailability Following Scheduled SQL Infrastructure Migration **Summary** Scheduled maintenance was carried out on the night of Wednesday 22nd July 2026 to move the Atlas SQL database onto new infrastructure. The migration itself completed largely as planned, but on the morning of Thursday 23rd July the Sync service became unavailable across both the Sync A and Sync B pods, affecting all customers. Care homes were unable to synchronise their devices and, in some cases, were unable to administer medication through the application. Guidance was issued to move devices into offline mode. This was effective for many customers, although its success varied depending on how many devices were in use per unit, some customers reported that the application did not present the offline mode option and instead remained in a continuous loading state. Those customers moved to their paper-based fallback process. From a customer perspective the issue began at approximately 07:00 with poor performance and escalated from 08:00 as morning medication rounds started. The service was fully restored by 10:30 the same morning. **Root Cause** The root cause was that the newly provisioned SQL infrastructure was still building up caches and under the live production workload a disk throughput bottleneck appeared once the full morning load was applied to the new environment. The new servers had a different disk layout to the original servers which made this issue more difficult to resolve under full load. Adjusting this then triggered a failover which we were not ready for yet after the migration, a contributing factor to this was the Capa printing issue which had taken priority. This extended the resolution time. **Resolution** The bottleneck was identified at 08:30 as a disk capacity and throughput constraint. Disk capacity was increased first, which did not resolve the issue, so the database load was redistributed across multiple disks as well as increasing the memory cache; this work completed by 10:00. This work triggered the partial failover described above and a short period of login failures. These were resolved by 10:30, at which point the Sync service was fully restored and operating normally. Records entered while devices were in offline mode synchronised successfully once the service was restored. **Going Forward - Preventative Measures** PCS is committed to ensuring that future infrastructure changes of this type do not result in customer-facing disruption. The following measures have been taken or are in place: * Future infrastructure migrations will be deliberately over-provisioned at cutover, with capacity monitored and tuned back down once the environment has proven stable, rather than being sized to a planning estimate. The short-term additional infrastructure cost is accepted as the correct trade-off against customer impact. This approach will be applied to comparable future work. * High availability configuration is now fully in place on the new infrastructure, so that scaling operations no longer risk a partial failover. * Database consistency checks have been moved entirely off the primary server onto the secondary server, and overlapping scheduled jobs have been re-timed so that they no longer collide. Backups are also now taken from the secondary server rather than the primary. This reduces load at key points in the day and was one of the goals of the new infrastructure. * The behaviour where the application did not present the offline mode option on some devices is being investigated as a separate product improvement, so that the offline fallback is dependable in any future service interruption. The ability to distribute database workload across multiple servers was not available on the previous infrastructure. Although the migration caused this disruption, it has provided the resilience and capacity headroom that the previous environment could no longer offer. **Timeline of Events** | **Date** | **Event Description** | | --- | --- | | **22nd July 2026, 23:00** | Scheduled maintenance began to move the Atlas SQL database onto new infrastructure. The migration completed largely as planned. | | **23rd July 2026, 06:55** | Internal alert raised on the performance issues channel; first customer reports began arriving through support. | | **23rd July 2026, 07:00** | Start of customer-facing impact. Sync performance reduced across both Sync A and Sync B pods. | | **23rd July 2026, 08:00** | Reports escalated sharply as morning medication rounds began. Incident escalated internally and guidance issued to customers to move devices into offline mode. | | **23rd July 2026, 10:00** | Root cause identified as a disk capacity and throughput bottleneck. Disk capacity increased, Database load redistributed across multiple disks. Memory limit doubled. | | **23rd July 2026, 10:30** | Login failures resolved and the Sync service fully restored. Normal service resumed. | We apologise for the disruption this caused and thank you for your patience and collaboration while we investigated and resolved the issue.

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Started Jul 23, 2026, 03:00 AM UTC· resolved Jul 27, 2026, 01:03 PM UTC

1. identified Jul 23, 2026, 03:00 AM UTC

   An issue has been identified where CAPA Label Printing is not currently working, please accept our apologies, our Development team are working to resolve this issue.

2. identified Jul 23, 2026, 06:53 AM UTC

   We are continuing to work on a fix for this issue.

3. identified Jul 23, 2026, 08:16 AM UTC

   We are continuing to work on the issues with CAPA label printing. We sincerely apologise for the disruption to this crucial service and thank you for your continued patience and understanding.

4. identified Jul 23, 2026, 09:45 AM UTC

   Label printing is still unavailable for pharmacy customers via CAPA. Our engineering team continue to work on this issue as a priority. We apologise for the continued disruption to the service, and thank you for your patience.

5. identified Jul 23, 2026, 12:24 PM UTC

   Our engineering teams are continuing to work on a fix for this issue. Thank you for your continued patience whilst we work to restore service.

6. identified Jul 23, 2026, 04:07 PM UTC

   End of Day Update: Work continues to resolve the issue with label printing in CAPA. Our engineering team has made progress, and will continue the work to resolve as the top priority. If you are affected by this issue, please contact Support who can provide assistance, or if you use Atlas Central, please see the News section in the Support widget for guidance on how to proceed. Thank you for your ongoing patience and understanding.

7. monitoring Jul 24, 2026, 01:55 PM UTC

   A Fix has been test and implemented, Printing though CAPA is now working, you will need to log out of your CAPA session and log back in for this fix to apply to your CAPA session

8. monitoring Jul 24, 2026, 01:56 PM UTC

   A fix has been implemented to resolve the issue with printing labels from CAPA. Pharmacy customers will need to completely log out of CAPA and log back in to apply the fix. We are continuing to monitor the system to ensure stability. Thank you for your continued patience whilst we have been working to resolve this complex issue.

9. resolved Jul 27, 2026, 01:03 PM UTC

   This incident has been resolved.

10. postmortem Aug 05, 2026, 02:10 PM UTC

    # Capa Label Printing Failure Following Scheduled SQL Infrastructure Migration **Summary** Scheduled maintenance was carried out on the night of Wednesday 22nd July 2026 to move the SQL database onto new infrastructure. During the final validation checks of that migration, at approximately 01:00, label printing in Capa was found to be failing. The rest of the Capa application was unaffected and continued to operate normally; the impact was limited to the printing of labels. By the time the fault was identified, all other atlas systems had already been enabled and had begun receiving new data into the new cluster, which meant the migration was past the point at which a rollback could safely be performed. The team continued to work on the issue until a resolution was found and applied. Communications were issued to affected customers with guidance on managing dispensing without label printing while a fix was developed. The fix was deployed on the afternoon of Friday 24th July 2026, restoring label printing. **Root Cause** Capa label printing is delivered by a subsystem that is technically separate from the main Capa application. It connects to the database independently of the main application using OS provided components. Following the move of the database onto the new SQL infrastructure, the data access components available on the Capa servers were unable to establish a working connection with the new environment. The main Capa application, which uses a different connection path, was unaffected - which is why Capa itself appeared healthy while label printing failed. The fault could not have been detected in pre-migration testing because it was not possible to build an exact like-for-like test environment, and in the test environment that was used for pre-migration validation printing was working. **Resolution** Resolution first required being able to reproduce the failure in the test environment to provide a safe environment to allow the testing of potential fixes, all potential fixes identified carried a risk of impacting the live systems negatively as such a safe test environment was a requirement in order to proceed without putting the ability to dispense at risk. The fault was reproduced and a resolution was identified: configuring the OS platform to use a newer version of the data access library for its SQL communication via a registry redirect, this was tested and validated before the fix was then deployed to all servers on the afternoon of Friday 24th July 2026 and label printing was restored. **Timeline of Events** | **Date** | **Event Description** | | --- | --- | | **22nd July 2026, 23:00** | Scheduled maintenance began to move the SQL database onto new infrastructure. | | **23rd July 2026, 01:00** | During the final validation checks of the migration, label printing in Capa identified as failing. The system had already been enabled and was receiving new data, so rollback was no longer possible. | | **23rd July 2026** | Communications issued to affected customers with guidance on managing dispensing without label printing. Investigation resumed alongside a separate incident affecting device synchronisation. | | **23rd July 2026** | The fault was successfully reproduced in a test environment allowing for fixes to be tested without risking the live environment. | | **24th July 2026, 14:00** | Fix deployed, configuring the legacy platform to use a newer data access library for SQL communication. Label printing restored. | We apologise for the disruption this caused and thank you for your patience and collaboration while we investigated and resolved the issue.

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Started Jul 22, 2026, 02:43 PM UTC· resolved Jul 22, 2026, 07:10 PM UTC

1. investigating Jul 22, 2026, 02:43 PM UTC

   We are currently investigating reports of users not being able to log into DepenSys.

2. identified Jul 22, 2026, 03:33 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Jul 22, 2026, 07:10 PM UTC

   This incident has been resolved.

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Started Jul 18, 2026, 08:00 AM UTC· resolved Jul 18, 2026, 08:00 AM UTC

1. resolved Jul 18, 2026, 08:00 AM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

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Started Jul 14, 2026, 07:20 AM UTC· resolved Jul 14, 2026, 09:59 AM UTC

1. investigating Jul 14, 2026, 07:20 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. monitoring Jul 14, 2026, 08:31 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 14, 2026, 09:59 AM UTC

   This incident has been resolved.

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Started Jul 11, 2026, 08:54 PM UTC· resolved Jul 11, 2026, 10:25 PM UTC

1. identified Jul 11, 2026, 08:54 PM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

2. monitoring Jul 11, 2026, 09:16 PM UTC

   A fix has been implemented and we are monitoring the results.

3. identified Jul 11, 2026, 09:29 PM UTC

   Performance has degraded again, our engineers are continuing to investigate.

4. resolved Jul 11, 2026, 10:25 PM UTC

   This incident has been resolved.

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Started Jul 08, 2026, 02:57 PM UTC· resolved Jul 10, 2026, 08:43 AM UTC

1. identified Jul 08, 2026, 02:57 PM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. monitoring Jul 08, 2026, 03:18 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 10, 2026, 08:43 AM UTC

   This incident has been resolved.

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Started Jul 08, 2026, 12:51 PM UTC· resolved Jul 08, 2026, 02:56 PM UTC

1. identified Jul 08, 2026, 12:51 PM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. monitoring Jul 08, 2026, 01:57 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jul 08, 2026, 02:56 PM UTC

   This incident has been resolved.

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Started Jul 08, 2026, 12:13 PM UTC· resolved Jul 08, 2026, 01:29 PM UTC

1. investigating Jul 08, 2026, 12:13 PM UTC

   There is an integration failure with Atlas not correctly showing information from Titan. Our development team are working on investigating this now

2. investigating Jul 08, 2026, 01:29 PM UTC

   We are continuing to investigate this issue.

3. resolved Jul 08, 2026, 01:29 PM UTC

   We are continuing to investigate this issue.

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Started Jul 04, 2026, 08:00 AM UTC· resolved Jul 04, 2026, 08:00 AM UTC

1. resolved Jul 04, 2026, 08:00 AM UTC

   There is an issue with the Atlas device sync service. Our technical teams are investigating.

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Started Jun 29, 2026, 04:43 PM UTC· resolved Jun 29, 2026, 05:14 PM UTC

1. investigating Jun 29, 2026, 04:43 PM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Jun 29, 2026, 04:45 PM UTC

   We have identified the cause of the performance issues currently affecting mCare and our team is now actively working to implement a fix. We are sorry for the continued disruption to your day. Resolving this remains our absolute top priority and we are doing everything we can to get things back to normal as quickly as possible. We will share another within 1 hour.

3. monitoring Jun 29, 2026, 04:50 PM UTC

   We have implemented a fix and are closely monitoring the system to confirm it is performing as expected. You may find that things are already feeling faster and more stable. If you are still experiencing any issues, please do let us know. We will confirm full resolution as soon as we are satisfied everything is back to normal. Thank you again for bearing with us.

4. resolved Jun 29, 2026, 05:14 PM UTC

   The performance issues affecting the system have now been fully resolved. All services are operating normally. We are sorry for the disruption this caused during your working day. We know that reliability is essential when you are delivering care, and we do not take that responsibility lightly. We will be reviewing what happened to help prevent a similar issue in future. If you have any concerns or continue to notice anything unusual, please do not hesitate to contact our Support team.

Read the full incident report →