Dutchie outage history

We're aware that some merchants are experiencing intermittent errors. We are currently investigating.

We are monitoring a major interruption to service due to an infrastructure failure from Cloudflare ( ) We are however beginning to see signs of recovery. We will continue to monitor recovery status.

We are observing nominal levels of system performance but will continue to monitor and work with Cloudflare towards resolution.

Cloudflare has resolved the issue, and all systems are operating normally.

Florida stores are currently facing an issue where Delivery Devices cannot have labels printed for them. We are currently investigating the cause of this issue and we will provide an update as soon as possible.

We have identified the cause of this issue and are working on an update to rectify this right away. We will update once again once this has been completed.

The issue affecting label printing for delivery devices at Florida locations has been fixed. A fix was deployed and is fully rolled out; employees will need to refresh their POS to ensure you are on the latest version. If you continue to experience issues printing labels, please contact support.

We are currently monitoring an issue that may be affecting e-commerce checkouts when attempting to apply Third party Loyalty rewards. As soon as we have confirmation of this impact we will update.

We have rectified the issue and all customer checkouts in e-commerce are functioning as intended at this point.

We are experiencing an issue with our E-Commerce orders, preventing completion of online orders. We are investigating this issue at the moment and will post an update as soon as possible.

As we continue to investigate this we have identified that Menus and Kiosks are failing to load and submit orders. We are continuing to investigate with utmost priority and will update as soon as possible.

We have rectified this issue and all menus should be functional once again. We are continuing to monitor this for the time being to assure that all systems are functioning as intended.

This issue is fully resolved and all menu activity has been restored to full functionality.

We're investigating reports that customers see a gray screen after opening the mobile app. Our team is actively working to identify the cause and restore full functionality. We'll share an update as soon as we have more information.

Our team has identified the issue and is working on pushing a fix. We will continue to add updates as we have them.

This is now resolved. Mobile Ecommerce Apps should now functioning as expected.

We are investing reports of sporadic latency on Dutchie E-Commerce and Dutchie Plus.

We have identified the issue and have applied a remediation to restore service. We seeing early indications of service restoration.

We have repaired the root cause and are monitoring for nominal performance.

This incident has been resolved.

We are currently investigating an issue affecting sales transactions for dispensaries operating under New York's Metrc traceability system. Some customers may be experiencing failed or delayed checkouts. Our team is actively monitoring the situation. We will provide updates as more information becomes available. **Case Number:** 02445630

We are no longer seeing errors on checkout for dispensaries operating under New York's Metrc traceability system. This has been resolved.

We are currently investigating an issue affecting image and photo loading across the Dutchie platform. Some users may experience missing or slow-loading product images. Our team has identified this as stemming from a disruption with our image delivery provider, and we are actively monitoring their recovery. No data has been lost and core transaction functionality remains unaffected. We will provide updates as the situation develops.

**Our image delivery provider has completed restoration of their service following an outage affecting image and photo loading across the Dutchie platform. Service is now fully operational. We appreciate your patience during this disruption and apologize for any inconvenience.**

We are currently investigating a disruption affecting report generation within Back Office and BI Tools. This issue is the result of an active platform incident with our data provider, Snowflake. Customers may experience failures when attempting to run or access reports in both products. This issue is a result of a problem reported by our data partner Snowflake, they have published an official status page available to view here [status.snowflake.com](http://status.snowflake.com) .  Our engineering team is actively monitoring the situation and will provide updates as more information becomes available.

We have moved this incident to monitoring. Snowflake has confirmed that the majority of service impact has been resolved, and we are seeing recovery across our reporting and data services. We will continue to monitor and provide a final update once full resolution is confirmed.

Snowflake has resolved the platform issue that was affecting data and reporting services for Dutchie customers. All Snowflake services have been restored, and in-app reporting, Looker BI, and Secure Data Share functionality should be fully operational.

Earlier this morning, we identified elevated error rates affecting Metrc API connectivity in the Michigan market. The issue resulted in intermittent failures when communicating with Metrc's Michigan API endpoint between approximately 9:00 AM and 9:06 AM ET. Service has been fully restored. We have opened a support case with Metrc (Case #02438285) to determine the root cause,

This issue has now been resolved.

We are aware of an issue affecting the discount module loading in backoffice for a subset of customers. Our team is actively investigating and will provide updates as more information becomes available.

We are aware of an issue affecting the discount, vendor module, and Daily Snapshot Overview loading in backoffice for a subset of customers. Our team is actively investigating and will provide updates as more information becomes available.

We have released a hotfix that has rectified the issues affecting the Discount, Vendor, and Daily Snapshot views. Please perform a hard refresh on your Back Office Login and all aspects of the system should be functioning as intended.

We are currently investigating an issue affecting Business Intelligence (BI) reporting tools for a subset of customers. Some users may be unable to load data or reports within their Looker-based analytics dashboards.

The issue affecting the BI Reporting tool has been resolved with a hotfix to the system. All BI Repots and Dashboards are now be functioning as intended.

We are currently investigating an issue affecting order delivery to fulfillment iPads at some dispensary locations. Customers placing orders online may experience delays in orders appearing on dispensary fulfillment screens. Our team has identified the likely cause and is actively working on a resolution. We will provide an update as soon as more information is available.

We have identified the cause of the issue affecting order delivery to fulfillment iPads at some dispensary locations. A rollback is currently in progress and we expect normal order processing to resume shortly. We will continue to provide updates as the situation develops.

We have resolved the issue affecting order delivery to fulfillment iPads at some dispensary locations. Orders are now processing and displaying normally. We apologize for any disruption this may have caused and appreciate your patience while our team worked to restore service.

Dutchie Engineering has observed that customers in New Mexico are experiencing failures at checkout and with delivery transactions, due to slow response times from BioTrack NM. Dutchie Engineering is working with BioTrack NM. We will provide updates as more information becomes available. Biotrack Case number: 00004158

This issue appears to be largely mitigated by BioTrack NM's team. Dutchie's Engineering team is observing normal response times from BioTrack NM at this time.

We are aware of an issue affecting New Mexico operators using BioTrack for traceability. Some customers are experiencing failures at checkout. We are actively monitoring the situation and are in contact with BioTrack to facilitate resolution. We will provide updates as more information becomes available. We will provide updates as more information becomes available. Biotrack Reference Case number 00004158.

We are no longer seeing errors on checkout for Biotrack NM. We are continuing to monitor the situation closely and will continue to provide updates as we work toward full resolution.

We are no longer seeing errors on checkout for Biotrack NM.

We are currently investigating an issue affecting dispensaries using METRC traceability in certain states. Some locations are experiencing failures when creating, splitting, or converting packages in Dutchie POS. The error is originating from METRC’s systems, which are rejecting package creation requests with an “Explicit Shelf Life Dates” authorization error. Our team has opened a case with METRC (case #02434582) and is actively working toward a resolution. Sales transactions are not impacted at this time.

We have implemented a solution for dispensaries experiencing package creation failures related to METRC’s “Explicit Shelf Life Dates” authorization error. If you are encountering this issue, please navigate to your METRC settings in Dutchie Back Office and disable both the **“Use by date”** and **“Expiration date”** options, then re-attempt the package creation. Our team continues to work with METRC on case reference: #02434582.

We are aware of an issue with Biotrack Florida where dispensaries are currently experiencing errors and timeouts when completing sales transactions and initiating deliveries. We are actively monitoring the situation and have opened a ticket with BioTrack to facilitate resolution. We will provide updates as more information becomes available.

We are aware of an issue with BioTrack Florida where dispensaries are experiencing errors and timeouts when completing sales transactions and initiating deliveries. We have an open ticket with BioTrack and are actively monitoring the situation. Recommended Action: As advised by BioTrack, we recommend that all users log out and log back in to establish a new session, then attempt their transaction again. We will continue to provide updates as more information becomes available.

We are currently seeing successful checkouts with Biotrack Florida and are continuing to monitor this.

We are now seeing successful checkouts with Biotrack FL.

Dutchie Engineering has identified an issue that was affecting some New Mexico customers, where checkouts were failing due to errors from BioTrack NM. At this time, the issue appears to be resolved by BioTrack NM. The window of time that these errors occurred was between 2:04 PM EDT and 2:14 PM EDT.

BioTrack NM error rates have returned to normal.

Dutchie Engineering has observed that customers in New Mexico are encountering slowness or delays when checking out guests, due to slow response times from BioTrack NM. Dutchie Engineering is working with BioTrack NM. BioTrack Case #00003700

This issue appears to be largely mitigated by BioTrack NM's team. Dutchie's Engineering team is observing normal response times from BioTrack NM at this time.

We are currently investigating an issue where products may not be appearing on dispensary e-commerce menus. Our engineering team is actively investigating the root cause. We will provide updates as our investigation progresses. We apologize for any disruption to your shopping experience.

Menus are now loading properly.

We have resolved the issue. Thank you for your patience.