Doxyme 장애 기록

1. 2026년 9월 1일 PM 2:28 UTCinvestigating

   Invite Via를 사용하여 doxy.me을 통해 보내진 이메일 초대에 영향을 미치는 이슈를 조사하고 있습니다. 일부 초대는 지연되거나 전달되지 않을 수 있습니다. 이것은 Mandrill과 관련된 알려진 문제입니다, 우리의 제 3 자 이메일 배달 제공 업체. 우리의 팀과 Mandrill의 팀은 모두 해결하기 위해 적극적으로 노력하고 있습니다. Doxy.me는 유효하, 당신은 다른 방법에 있는 당신의 방 연결을 계속할 수 있습니다. 우리는 우리가 더 많은 것을 배우기로 업데이트를 제공 할 것입니다.

2. 2026년 9월 1일 PM 3:34 UTCidentified

   Invite Via를 사용하여 보내지는 이메일 초대에 영향을 미치는 문제는 Mandrill과의 혼란과 관련이 있음을 확인했습니다. 두 팀은 이메일 전달을 복원하는 데 적극적으로 노력하고 있습니다.

3. 2026년 9월 1일 PM 6:46 UTCmonitoring

   Mandrill은 수정을 구현했습니다. Invite Via를 사용하여 이메일 초대를 모니터링하여 예상대로 전달됩니다.

4. 2026년 9월 1일 PM 6:48 UTCmonitoring

   우리는 더 많은 문제를 모니터링하고 있습니다.

5. 2026년 9월 1일 PM 7:12 UTCresolved

   Mandrill의 파괴는 해결되었습니다. Invite Via를 사용하여 보낸 이메일 초대는 현재 예상대로 배달됩니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 16일 AM 8:10 UTCinvestigating

   우리는 현재 부분적인 서비스 중단을 일으키는 문제점을 조사하고 있습니다. 웹 사이트가 액세스 할 수 있지만 일부 기능은 인증 및 로그인을 포함하여 예상대로 작동하지 않습니다. 우리의 팀은 뿌리 원인을 확인하고 가능한 한 빨리 전체 기능을 복원하기 위해 우리의 업스트림 공급자와 적극적으로 협력합니다. 우리는 우리가 더 많은 것을 배우기로 업데이트를 제공 할 것입니다.

2. 2026년 7월 16일 AM 9:05 UTCidentified

   우리는 지속적인 AWS CloudFront 사건에 기인한 인증 제공자에 영향을 미치는 혼란으로 문제를 발견했습니다. 웹 사이트는 접근 할 수 있지만 일부 사용자는 로그인하거나 특정 플랫폼 기능을 사용할 수 없습니다. 우리의 공급자는 적극적으로 영향을받는 CloudFront 서비스를 우회하기 위해 완화를 구현하고, 우리는 그들의 진전을 밀접하게 감시하고 있습니다. 우리는 더 많은 정보가 가능한 한 빨리 또 다른 업데이트를 제공 할 것입니다.

3. 2026년 7월 16일 AM 11:26 UTCmonitoring

   서비스는 일반적으로 운영됩니다. 우리는 모든 것을 안정적으로 유지되도록 플랫폼을 모니터링하고 있습니다.

4. 2026년 7월 16일 PM 12:09 UTCresolved

   이 사건은 해결되었습니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 3월 23일 PM 4:28 UTCinvestigating

   We're investigating a system-wide performance degradation impacting many users.

2. 2026년 3월 23일 PM 11:34 UTCmonitoring

   Service is returning to normal. We are continuing to monitor the situation.

3. 2026년 3월 24일 AM 9:32 UTCresolved

   The issue has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a full report will be provided.

4. 2026년 3월 27일 PM 8:33 UTCpostmortem

   **Summary of event:** On March 23, doxy.me experienced intermittent service disruptions during a planned system upgrade. A combination of internal issues and a third-party service issue led to degraded performance throughout the day. **Incident Classification:** Service disruption caused by a combination of internal system changes and a third-party service issue. This was not a security breach. **Business impacts:** Some users experienced dropped calls, difficulty accessing History and Analytics, and issues with Custom Waiting Rooms. **Data Impact:** No evidence of unauthorized access, disclosure, or loss of customer data or PHI. Some data was temporarily unavailable during the incident but has been fully restored. **Root cause:** The disruption was caused by overlapping issues, including a third-party service not updating correctly, delays in loading History, and a migration issue affecting some settings. **How the issue was resolved:** Our team deployed fixes throughout the day and paused the upgrade to prevent further impact. Service returned to normal after all issues, including the third-party issue, were resolved. **Preventative next steps:** We are improving our system upgrade process, strengthening safeguards around third-party services, and enhancing monitoring to respond more quickly in the future.

1. 2026년 1월 6일 PM 6:21 UTCinvestigating

   We are currently investigating a reported system outage that's impacting provider log in.

2. 2026년 1월 6일 PM 7:00 UTCmonitoring

   Provider login is returning back to normal. We are continuing to monitor the situation.

3. 2026년 1월 6일 PM 8:00 UTCresolved

   The issue impacting provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

1. 2026년 1월 2일 PM 3:36 UTCinvestigating

   We are currently investigating a reported system outage that's impacting provider log in.

2. 2026년 1월 2일 PM 4:29 UTCmonitoring

   The ability to login is returning back to normal. We are continuing to monitor the situation.

3. 2026년 1월 2일 PM 7:30 UTCresolved

   The issue preventing provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

1. 2025년 10월 29일 PM 4:22 UTCinvestigating

   We are currently investigating an issue affecting some provider logins on doxy.me. Users may experience a blank or unresponsive login page. Initial investigation indicates that the issue originates from our authentication system, which is currently experiencing a global outage related to CDN configuration. We’re actively monitoring the situation and working to ensure service stability. Components Affected: • Provider Sign-In • Authentication Service

2. 2025년 10월 29일 PM 4:46 UTCmonitoring

   Fix for the issue with auth CDN provider is applied, and login services on doxy.me are now recovering. We are continuing to monitor performance and accessibility across all regions to ensure full stability. Components Affected: • Provider Sign-In • Authentication Service

3. 2025년 10월 29일 PM 6:22 UTCresolved

   This incident has been resolved. All login and authentication services are now operating normally.

1. 2025년 10월 20일 AM 9:56 UTCinvestigating

   We’re investigating an issue causing file uploads (like check-in photos) to fail and preventing some new sessions from starting. Ongoing calls are working normally. The issue appears related to an AWS outage and we’re monitoring their progress.

2. 2025년 10월 20일 AM 10:20 UTCmonitoring

   A fix has been implemented by our AWS partner, and affected doxy.me services are recovering. File uploads and new session starts are operating normally, but we’re continuing to monitor to ensure full stability.

3. 2025년 10월 20일 PM 2:49 UTCinvestigating

   A doxy.me partner, AWS, is experiencing an issue that is now impacting some provider sign-ins, site functionality, and file uploads. We’re monitoring AWS and will share updates as they become available.

4. 2025년 10월 20일 PM 8:04 UTCinvestigating

   The ongoing AWS issue continues to affect some doxy.me services. We’re closely monitoring the situation and will share updates as they are available.

5. 2025년 10월 21일 AM 9:38 UTCresolved

   The AWS issue has been resolved and all doxy.me services are now functioning normally.

1. 2025년 9월 8일 AM 11:36 UTCinvestigating

   We are investigating an issue with our SMS partner affecting custom SMS delivery. Default SMS continues to work as expected.

2. 2025년 9월 8일 PM 2:51 UTCidentified

   The issue has been identified with our SMS provider and work is underway on a long-term solution. Custom SMS appointment invites are currently sending, but there may still be disruptions.

3. 2025년 9월 9일 PM 4:49 UTCmonitoring

   Custom SMS appointment invites are sending reliably and we’re continuing to monitor.

4. 2025년 9월 11일 PM 3:54 UTCresolved

   After a period of monitoring, we have confirmed SMS appointment invites are sending normally and the issue is resolved.

1. 2025년 8월 14일 PM 6:22 UTCinvestigating

   We are currently investigating a reported system outage that's impacting provider log in.

2. 2025년 8월 14일 PM 6:47 UTCmonitoring

   The ability to login is returning back to normal. We are continuing to monitor the situation.

3. 2025년 8월 14일 PM 7:42 UTCresolved

   The issue preventing provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

1. 2025년 4월 28일 PM 12:29 UTCinvestigating

   We're currently investigating a reported system outage that's impacting patient check-in and provider account access.

2. 2025년 4월 28일 PM 12:51 UTCmonitoring

   The system is returning to normal. We are continuing to monitor the situation.

3. 2025년 4월 28일 PM 4:00 UTCresolved

   The system issue preventing patient check-in and provider account access has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

4. 2025년 4월 29일 AM 11:43 UTCpostmortem

   **Summary of event** On April 28, our monitoring system detected a sharp slowdown in platform performance, preventing some users from accessing doxy.me. This disruption lasted for approximately 35 minutes before service was restored by increasing system capacity. **Business impacts** During the incident, users were unable to access doxy.me for telehealth sessions, leading to delayed or missed appointments and interruptions in patient care. **Root cause** A recent system update unintentionally lowered the number of active servers. Because this deployment occurred after our daily resource allocations, the platform did not have sufficient capacity to handle the level of traffic, resulting in degraded performance. **How the issue was resolved** Once the root cause was identified, our engineering team increased the number of active servers. This promptly reduced system load and restored access for users. **Preventative next steps** * Update deployment procedures to appropriately size server capacity at the time updates are launched * Improve intra-day automated resource allocations and real-time monitoring

1. 2025년 3월 13일 PM 9:08 UTCinvestigating

   We're actively investigating an outage affecting Apps, such as File Transfer and Whiteboard.

2. 2025년 3월 13일 PM 9:53 UTCidentified

   We've identified the cause of the outage. Our team is working on a fix, and we’ll share updates as we make progress.

3. 2025년 3월 13일 PM 9:55 UTCmonitoring

   Monitoring - App functionality has been restored. We’ll continue to monitor the situation.

4. 2025년 3월 13일 PM 10:07 UTCresolved

   The issue causing the app outage has been fixed and the system is now fully operational. All apps are functioning normally. A post-mortem report will be provided in the coming days.

1. 2025년 3월 5일 PM 6:42 UTCinvestigating

   We're currently investigating a reported system outage that's impacting patient check-in and provider account access.

2. 2025년 3월 5일 PM 6:57 UTCinvestigating

   System is returning back to normal. We are continuing to monitor the situation.

3. 2025년 3월 5일 PM 6:57 UTCmonitoring

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

4. 2025년 3월 5일 PM 7:30 UTCresolved

   We recently encountered an issue that prevented patients from appearing in their provider's waiting room queue. This issue has now been resolved, and patient check-in is functioning as expected. A post-mortem report will be provided in the coming days.

1. 2024년 12월 19일 PM 5:06 UTCinvestigating

   We are currently investigating this issue.

2. 2024년 12월 19일 PM 10:19 UTCmonitoring

   The system is returning to normal. We are continuing to monitor the situation.

3. 2024년 12월 20일 AM 1:43 UTCresolved

   The system issue preventing patient check-in and provider account access has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

1. 2024년 10월 25일 AM 12:36 UTCinvestigating

   We’re aware that patients are not appearing in their provider’s waiting room queue, and we are actively investigating the issue. We will provide updates as soon as we have more information. Thank you for your patience.

2. 2024년 10월 25일 AM 10:02 UTCmonitoring

   System is returning back to normal. We are continuing to monitor the situation.

3. 2024년 10월 25일 AM 11:28 UTCresolved

   We recently encountered an issue that prevented patients from appearing in their provider’s waiting room queue. This issue has now been resolved, and patient check-in is functioning as expected. We will provide a post-mortem report in the coming days.

4. 2024년 11월 4일 PM 2:08 UTCpostmortem

   **Summary of event**: On October 24, patients who successfully checked in did not appear in the Waiting Room queue due to an incident from our real-time partner, PubNub. PubNub provides the technology that enables instant updates to [doxy.me](http://doxy.me) when a patient has joined a provider's Waiting Room and allows us to start a video call. This led to an outage on [doxy.me](http://doxy.me) approximately between October 24, 7:15 AM ET - 10:00 AM ET and October 24, 8:15 PM ET - October 25, 6:00 AM ET. **Business impacts:** Although providers were able to log in, their Waiting Room queue remained empty, preventing a session from starting between the patient and provider. **Root cause:** Our real-time partner, PubNub, encountered an unusual surge in traffic from sources other than [doxy.me](http://doxy.me), that temporarily overwhelmed their system, preventing it from responding quickly enough. As a result, PubNub’s communications to [doxy.me](http://doxy.me) were interrupted, causing patients to not appear in the Waiting Room queue.  **How was the issue resolved:** PubNub blocked the source of surging traffic and made changes to handle the increased demand. Once PubNub made this update, [doxy.me](http://doxy.me) was fully operational again. [Doxy.me](http://Doxy.me) did not make any changes.  **Preventative next steps:** [Doxy.me](http://Doxy.me) will collaborate with PubNub to ensure PubNub can manage traffic surges from its other customers and maintain scalable infrastructure, minimizing any potential impact on [doxy.me](http://doxy.me) services and customers.

1. 2024년 10월 24일 AM 11:32 UTCinvestigating

   We are currently investigating this issue of patients not being able to check in and start call. We will update this status as soon as we have more information

2. 2024년 10월 24일 PM 1:06 UTCidentified

   Our real-time service provider has identified the issue and is working on a fix. We will continue to monitor and work towards restoring our services.

3. 2024년 10월 24일 PM 2:09 UTCmonitoring

   Our real-time service provider is seeing improvements with the patient check-in and appointment start issues, and we will continue to closely monitor the recovery process

4. 2024년 10월 24일 PM 4:00 UTCresolved

   Resolved - The issue affecting patient check-ins and starting doxy.me appointments has been resolved and will continue to be monitored to ensure stable performance

1. 2024년 10월 19일 PM 8:18 UTCresolved

   We recently encountered an issue that prevented patients from checking in on doxy.me 2.0. This issue has now been resolved, and patient check-in is functioning as expected. We will provide a post-mortem report in the coming days.

2. 2024년 10월 28일 PM 9:32 UTCpostmortem

   **Summary of event**: On October 19, [doxy.me](http://doxy.me) encountered an issue that prevented patients from checking in on [doxy.me](http://doxy.me) 2.0. This outage resulted in 8 hours and 28 minutes of unplanned downtime between 8:01 AM ET and 4:30 PM ET. **Business impacts:** Patients were unable to complete the check-in process. After entering their name and clicking the Check-In button, they remained stuck on the check-in screen instead of joining their provider’s waiting room. While providers were able to log in during this incident and receive patient check-in notifications, patients didn’t appear in their waiting room queue. This prevented a provider from starting a video call with the patient. **Root cause:** Security improvements implemented in our real-time messaging system and [doxy.me](http://doxy.me) 2.0 platform led to an issue that arose approximately 48 hours after the release. The continuous release cycle of [doxy.me](http://doxy.me) prevented the issue from appearing in our non-production environments used for pre-release testing. **How was the issue resolved:** Engineering identified real-time messaging as the root cause of the outage and updated accordingly while maintaining the security enhancements implemented.   **Preventative next steps:** We’re enhancing our testing framework to include additional scenarios that will help identify unexpected real-time issues.

1. 2023년 11월 21일 PM 3:24 UTCinvestigating

   We are aware of an outage currently affecting doxy.me. Our team is currently investigating at this time. We will post an update as we know more.

2. 2023년 11월 21일 PM 4:17 UTCinvestigating

   We are continuing to investigate this issue.

3. 2023년 11월 21일 PM 7:25 UTCidentified

   The issue has been identified and a fix is being created. We are continuing to monitor the situation and have seen normal site functionality return.

4. 2023년 11월 22일 PM 12:52 UTCresolved

   This incident has been resolved.

1. 2023년 7월 18일 PM 5:07 UTCinvestigating

   We are currently investigating this issue.

2. 2023년 7월 18일 PM 5:34 UTCinvestigating

   We are continuing to investigate this issue.

3. 2023년 7월 18일 PM 5:35 UTCresolved

   Between 12:37 PM and 1:13 AM EST, our partner AWS experienced elevated error rates for request serviced by the CloudFront Origin Shield and Regional Edge Cache in the US-EAST-1 region. The issue has been resolved and service is operating normally.

1. 2023년 5월 25일 PM 6:29 UTCinvestigating

   We are aware of an outage currently affecting doxy.me. This appears to affect sign-in, call connecting, and various other system services. Our team is currently investigating at this time. We will post an update as we know more.

2. 2023년 5월 25일 PM 7:06 UTCmonitoring

   We are seeing our system stabilizing. We are continuing to look into the incident and are going to continue to monitor the situation.

3. 2023년 5월 26일 PM 1:00 UTCmonitoring

   System levels have remained stable overnight. We are continuing to monitor the system performance and will provide another update by 12pm ET.

4. 2023년 5월 26일 PM 4:01 UTCresolved

   Doxy.me services continue to be stable. We are considering this incident resolved and will provide a post mortem within the few business days.

5. 2023년 6월 2일 PM 5:35 UTCpostmortem

   **Summary of event:** On May 25th, [Doxy.me](http://doxy.me/) experienced a database issue that resulted in 27 minutes of unplanned downtime from 2:03pm to 2:30pm ET. **Business Impacts:** Sessions in progress were not impacted. The incident resulted in providers being unable to log in for their sessions. In addition, patients who were not already in the queue were unable to check in to their providers waiting room. **Root cause:** A data import file was processed internally. While it was being processed, a series of long-running secondary server processes were triggered. Unfortunately, these processes built up in number, consuming additional server resources until the servers were backed up. **How was the issue resolved:** The file was able to finish processing and the system self recovered. **Preventative next steps:** We are optimizing the the long-running processes which will help prevent this scenario from happening again. In the short term, we are no longer running large data imports during peak business hours.

1. 2023년 1월 10일 PM 3:21 UTCinvestigating

   We are currently investigating an issue where older versions of web browsers (Safari, Chrome, Firefox, Edge) are not allowing doxy.me to load. Updating your browser to the latest version will allow doxy.me to load. Browsers able to load doxy.me: Safari 15.4 and newer Chrome 93 and newer Firefox 92 and newer Edge 93 and newer If you or your client is impacted at this time, our help article will help guide you to update.

2. 2023년 1월 10일 PM 5:39 UTCidentified

   We have determined the root cause for this incident and are currently testing a fix. At this time, we expect the fix to be deployed early tomorrow, between 3:00am and 7:00am EST (between 08:00 and 12:00 UTC).

3. 2023년 1월 11일 PM 12:59 UTCresolved

   We have deployed a fix restoring functionality to the out of date browsers. We recommend keeping your devices and browsers up to date in general, but do apologize for any disruption this incident may have caused. We will share the post mortem within the next few business days.

4. 2023년 1월 13일 PM 6:40 UTCpostmortem

   **Summary of event:** On January 10th, an update caused out-of-date browsers to not load [doxy.me](http://doxy.me/). **Business Impacts:** Patients or providers using the impacted browsers were unable to access [doxy.me](http://doxy.me/). **Root cause:** One of the software packages used in our code was updated on January 10th, 2023 at 08:20 AM UTC. The updated version was incompatible with and no longer supported older browser versions, including any versions older than the following: * Chrome: 93 \(released August 31st, 2021\) * Firefox: 92 \(released September 7th, 2021\) * Safari: 15.4 \(released March 15th, 2022\) * Edge:  93 \(released August 3rd, 2021\) **How was the issue resolved:** [Doxy.me](http://doxy.me/) released a fix that reverted the update to the software packages on January 11th, at 8:03 AM UTC. **Preventative next steps:** We will be updating our internal system requirements and our supported browser policies. Once approved, we will increase our communication efforts with our customers to make it easier for them to recognize when they are using an out-of-date browser and how to update it. We will also shore up our testing coverage to better detect these problems in advance. Thank you for your patience.