50 Virtuagym incidents · February 2022 — official updates, affected components, duration and resolution details.
We're currently investigating an issue that is preventing customers from downloading SEPA files. We expect to identify the reason and issue a fix as soon as possible. Apologies for the inconvenience that this is bringing.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing an issue affecting all Android applications, including Fitness, Food, Coach, Touch, and Custom Mobile Apps (CMA). Due to a connectivity problem, users may be unable to log in, sync data, view schedules, or access other app features and services.
We are continuing to investigate this issue.
Our team has identified the cause and released a fix, which is currently being rolled out through updated app versions. For our standard Android apps (Fitness, Food, Coach, and Touch), the update is currently being made available to users. Custom Mobile Apps (CMA) are also affected. The rollout of updated CMA versions is currently in progress and remains our highest priority. We will continue to provide updates on this page as more information becomes available. We sincerely apologize for the inconvenience and appreciate your patience while we work to fully resolve this issue.
Updated versions of the Food and Coach Android apps are now available, and users who install the latest version can use the apps normally again. A number of Custom Mobile Apps (CMA) have also been updated and are operational. To restore functionality, affected users must update their app to the latest version available in the Google Play Store. The rollout for the remaining Android apps and CMA versions is still in progress.
Rollout of the updated Android app versions is progressing as planned. Additional apps are continuing to become available through the Google Play Store. Affected users will need to update their app once the updated version becomes available. We will continue to provide updates as the rollout progresses.
The Android connectivity issue has been resolved, and affected apps are operational again. The issue was caused by an external change affecting Android applications. Service has since been restored, and users should now be able to log in, sync data, access schedules, and use app functionality normally. As an additional preventative measure, we will continue rolling out updated app versions across all Android apps and Custom Mobile Apps (CMAs) to reduce the risk of similar issues occurring in the future. If you are still experiencing issues, please contact our support team at [email protected]. We sincerely apologize for the inconvenience and thank you for your patience throughout this incident.
Our activity-instances database experienced connection exhaustion during peak traffic, causing errors on mobile API endpoints (food, activity, plans) and Fitbit sync. Idle connections accumulated beyond the server's limit, leading to rejected requests and degraded performance. The issue has been resolved by adjusting connection timeout and limit parameters. All services are operating normally.
We identified an issue affecting payment processing, primarily related to Mollie payments which has increased system load following a third party outage. We are currently investigating.
As a result of a payment provider outage, a large number of requests were sent to our payment webhook endpoint, which led to increased database load. We have reduced the number of workers processing these requests to prevent further overload and stabilize the system.
Performance levels have now stabilised but we keep on monitoring in the following hours to act if necessary.
This incident has been resolved.
We are investigating an issue where some iDEAL payments made via invoice payment links fail when clients are not logged in. The cause has been identified and a fix is currently being worked on.
We have deployed a fix for the issue and are actively monitoring the system to ensure stability. At this time, all services are operating as expected.
This incident has been resolved.
We are currently investigating an issue with our database performance.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
After the scheduled deprecation of outdated TLS 1.0 and 1.1 protocols to enhance platform security, some clients reported that their Check-in Clients could no longer connect, displaying the message “Server couldn’t be reached.” Initial investigation confirmed that affected clients were running outdated Check-in Client versions that do not support the new TLS configuration. While the Virtuagym Portal remains functional, the legacy Check-in applications (pre-1.4.8) are unable to establish connections under the updated standards. Engineering is currently verifying whether any configurations deviate from the tested setups. Customers experiencing connection issues are advised to engage with our hardware and integrations specialist through Customer Success. Further updates will be provided as the team completes troubleshooting and determines whether a rollback or fix is required.
Following the scheduled maintenance to disable outdated TLS 1.0 and 1.1 protocols on November 5th at 09:00 UTC, a few reports were received indicating that certain Check-in Clients were unable to connect to the server. Investigation determined that these incidents were not caused by the TLS protocol update. The affected setups were running unsupported or misconfigured Check-in Client versions, which were unable to establish secure connections due to local configuration issues. The TLS deprecation has been verified to operate as intended, and no rollback is required. Next Steps: • Monitoring continues to ensure system stability post-upgrade. • Configuration inconsistencies identified during the investigation are being tracked internally for follow-up.
We are monitoring a widespread AWS outage (https://health.aws.amazon.com/health/status) that may impact parts of our platform. At this time, we have not observed any platform degradation, but we are actively assessing our systems and will update if any impact occurs.
We are continuing to monitor the widespread AWS outage (https://health.aws.amazon.com/health/status). At this time, all components of our platform remain fully operational and we have received no reports of degraded performance or connectivity issues. We will keep monitoring the situation closely and will provide further updates if anything changes.
The downstream provider has resolved their incident.
We’re currently experiencing an issue where events in the appointment schedule are either not loading or loading very slowly. Our team is actively investigating the root cause and working to resolve the issue as quickly as possible. We’ll share an update as soon as we have more information.
We have found the cause and deployed a fix to production. We are now closely monitoring the system to make sure everything is working properly. Thank you for your patience.
This incident has been resolved.
We are currently experiencing an email sending outage due to an issue with a downstream provider. Our team is actively working to restore email sending capabilities as quickly as possible.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Due to increased database load, we are currently experience some slowness of the app and web platform. The performance is improving for the last 30 minutes and will keep updating the status page as we move through the process.
The performance is back to the expected levels. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.
The platform database load levels are stabilized for the last 12 hours. We sincerely apologize for any inconvenience this issue may have caused.
We're experiencing general Database Load issues due to high traffic that might impact general operations. We're looking into stabilizing these operations with the utmost urgency and will provide an update as soon as possible.
A fix has been implemented and now the connection pooling to the Database is improved. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.
This incident has been resolved.
We are currently investigating an issue that prevents our replication system from operating correctly. This causes some partial degradation of services for our website.
A fix has been implemented and we are monitoring the results.
After extensive monitoring and some configuration changes as a result, the incident is now resolved.
We have identified an issue with database replication. This may affect some features in our web application such as SEPA downloads. We have identified a solution and it is being implemented.
Replication has been restored. We are now monitoring the replication status for anomalies.
The replication is running as expected.
Due to a technical issue, credit handouts for a small number of clubs are currently experiencing delays. Our team is actively working to resolve this, and we expect normal operations to resume shortly. We apologize for any inconvenience and appreciate your understanding.
This incident has been resolved.
We're experiencing general Database Load issues due to high traffic that might impact general operations. We're looking into stabilizing these operations with the utmost urgency and will provide an update as soon as possible.
A fix has been implemented and Database Load levels have stabilised. We'll continue monitoring the situation and will implement new measures if necessary while updating this page.
The measures we implemented have successfully stabilized database load levels. We sincerely apologize for any inconvenience this issue may have caused our clients.
We are experiencing issues with the appointment schedule, where some events have changed in activity since today. The team is investigating the situation to determine the root cause.
We have identified the root cause of the issue and will continue working on a fix tomorrow morning. Resolving this is our top priority, and we are committed to addressing it as quickly as possible. Currently, 40 portals are affected, but no data has been lost. Once the fix is implemented, the events will be displayed as originally intended. Thank you for your patience as we work to resolve this matter.
We have developed a fix that will address the majority of the affected events. It is currently under review and testing. We will provide an update once the fix has been deployed.
We have successfully deployed a fix that resolves the majority of the impacted events—over 4,000 events across 40 different portals. These events are now displayed as they originally were, based on the correct data. We still see 160 events that are not yet displaying correctly, and we are currently working on determining how to resolve these as well. We will provide an update tomorrow once we have more clarity on how to address the remaining events.
We have found a solution to restore the remaining 160 events. Our team is currently working on a fix, which will be deployed on Monday. Once completed, all events will be displayed correctly. We will provide a final update on Monday after the remaining events have been resolved.
We’ve just rolled out a fix that has also restored the remaining events. All events should now be displayed correctly based on accurate data. Thank you for your patience and understanding. If you experience any further issues, please don't hesitate to contact our support team.
We have identified an issue affecting the manual execution of invoices and payments for some customers. In these cases, payment requests are not successfully reaching the payment processing entity. Please note: Automated payment processes, including scheduled payment runs unaffected by this issue. Our team has identified the root cause and is actively working on a fix, which we anticipate deploying later today. Once resolved, affected customers will regain the ability to execute manual payments without issue. We apologize for any inconvenience this may cause and appreciate your understanding as we resolve the matter.
The issue affecting the manual execution of payments has been addressed, and a fix has been deployed. We are currently monitoring the situation to ensure stability and performance.
The issue affecting the manual execution of payments has been resolved.
We've noticed some clients had issues with invoice creation due to a recent release. The reason has been identified and we are actively working on a fix
A fix has been implemented and we are monitoring the result.
This incident has been resolved.
Some customers are experiencing issues with displaying group classes from the appointment schedule in the app. We are currently investigating the problem.
The issue has been identified, and we are currently working on a solution.
A fix has been implemented and we are monitoring the results. If you continue to experience any issues, please contact our support team.
This incident has been resolved.