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    Empatica outage history

    9 recorded Empatica incidents since February 2019, with official updates, affected components, duration and resolution information.

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    3rd Party Provider Operational Issues

    Started October 20, 2025 at 9:56 AM UTC · 19h 31m

    OutageMajor incident
    Affected components
    EHMP Professional mobileAlert DispatcherEHMP Enterprise mobileEpiMonitor Mobile ApplicationEpiMonitor User Dashboardcare.empatica.comEHMP Enterprise webEHMP Professional web
    1. October 20, 2025 at 9:56 AM UTCinvestigating

      Due to an issue with our Cloud and Service Providers, our services are experiencing intermittent issues. We are investigating this further and will update this incident as we know more.

    2. October 20, 2025 at 10:09 AM UTCmonitoring

      We are monitoring our services, and starting to see some recovery.

    3. October 20, 2025 at 10:38 AM UTCmonitoring

      We are continuing to monitor as we see further recovery with all services.

    4. October 20, 2025 at 2:30 PM UTCinvestigating

      Due to new issues reported by our cloud and service providers, our services are currently experiencing intermittent disruptions. We are actively investigating and will update this incident as soon as more information becomes available.

    5. October 20, 2025 at 4:19 PM UTCidentified

      Our cloud provider has identified the root cause of the issue and is applying recovery measures to restore normal operations. We are monitoring the situation and will update this incident as soon as new information becomes available.

    6. October 20, 2025 at 8:31 PM UTCmonitoring

      Our cloud provider is continuing to restore normal operations. Some intermittent disruptions are still occurring in the automated calling and messaging systems. We are monitoring the situation and will keep this incident updated accordingly.

    7. October 21, 2025 at 5:27 AM UTCresolved

      Our cloud provider has resolved the incident that was impacting the operation of their services. Our systems are now back up and running.

    Empatica API Outage

    Started July 24, 2020 at 4:00 AM UTC · 12h 32m

    OutageCritical incident
    Affected components
    Empatica ServerEmpatica ServerRest AnalysisAlert DispatcherPhysical Activity AnalysisEmpatica ServerEmbrace Pre-processingEmbrace Pre-processingEmpatica ServerRaw data downloadRest Analysis
    1. July 24, 2020 at 9:02 AM UTCinvestigating

      We are investigating an issue with Empatica API being unreachable.

    2. July 24, 2020 at 9:05 AM UTCidentified

      The root cause has been identified in a failure of our 3rd party cloud infrastructure facing some network issues.

    3. July 24, 2020 at 12:21 PM UTCmonitoring

      We are monitoring the situation. Some services are slowly resuming their normal activity.

    4. July 24, 2020 at 12:59 PM UTCmonitoring

      Services are resuming their normal activity. We are monitoring the situation.

    5. July 24, 2020 at 4:32 PM UTCresolved

      The issue has been solved

    Empatica API Outage

    Started July 4, 2020 at 9:30 PM UTC · 12h 23m

    OutageCritical incident
    Affected components
    Empatica ServerEmpatica ServerEmpatica ServerEmpatica Server
    1. July 5, 2020 at 9:52 AM UTCinvestigating

      Empatica APIs are currently unavailable.

    2. July 5, 2020 at 9:53 AM UTCresolved

      All systems are up and running.

    Major Outage

    Started April 17, 2020 at 10:19 AM UTC · 6h 2m

    OutageMajor incident
    Affected components
    Empatica ServerEmpatica ServerRest AnalysisPhysical Activity AnalysisEmpatica ServerPhysical Activity AnalysisAWS sqs-us-east-1Embrace Pre-processingEmbrace Pre-processingEmpatica ServerRaw data downloadRest Analysis
    1. April 17, 2020 at 10:19 AM UTCinvestigating

      Our 3rd party cloud provider is facing issues with one of the key pieces of Empatica infrastructure. The problem is under investigation and we are waiting for it to be resolved. Alerting functionalities will not be affected, and we do not expect any data loss.

    2. April 17, 2020 at 12:02 PM UTCidentified

      Our 3rd party cloud provider has identified the issue and is working on a fix.

    3. April 17, 2020 at 12:39 PM UTCmonitoring

      Our 3rd party cloud provider has solved the issue. We are monitoring the situation while systems resume their normal activity.

    4. April 17, 2020 at 3:11 PM UTCmonitoring

      All services are operational. Our tech team is monitoring the situation.

    5. April 17, 2020 at 4:21 PM UTCresolved

      All systems are operating normally.

    Planned Email Downtime

    Started January 11, 2020 at 5:04 AM UTC · 7h 24m

    Pending
    1. January 11, 2020 at 5:04 AM UTCmonitoring

      As a consequence of Mandrill planned downtime, email delivery is expected to be delayed. All emails expected to be delivered from 5am UTC until 1pm UTC will be eventually delivered when Mandrill planned downtime completes. More information about Mandrill maintenance can be found here: - https://mailchimp.com/planned-mandrill-outage - https://twitter.com/mandrillapp

    2. January 11, 2020 at 12:28 PM UTCresolved

      Mandrill planned maintenance has completed. Email delivery is back online.

    Degraded performance in data processing

    Started January 9, 2020 at 3:00 AM UTC · 8h 41m

    IssuesMinor incident
    Affected components
    Rest AnalysisPhysical Activity AnalysisPhysical Activity AnalysisEmbrace Pre-processingEmbrace Pre-processingRest Analysis
    1. January 9, 2020 at 11:39 AM UTCinvestigating

      We are noticing an increase in API requests which is causing a slow down in data processing.

    2. January 9, 2020 at 11:39 AM UTCinvestigating

      Issue has been identified.

    3. January 9, 2020 at 11:40 AM UTCresolved

      Issue has been resolved.

    Partial Outage

    Started December 19, 2019 at 10:15 AM UTC · 0m

    Pending
    1. December 19, 2019 at 10:44 AM UTCresolved

      A network issue caused our database to reject all the connections, therefore being unresponsive for 5 minutes.

    Inaccurate Rest results for some users

    Started September 5, 2019 at 10:00 PM UTC · 13d 18h

    IssuesMinor incident
    Affected components
    Rest AnalysisPhysical Activity AnalysisPhysical Activity AnalysisRest Analysis
    1. September 11, 2019 at 2:47 PM UTCinvestigating

      Starting from Friday, September 6, our sleep and activity algorithms have been providing inaccurate results for a limited set of users. Embrace and Alert users: Please be assured that no data is lost and that this does not affect the seizure monitoring and alerting functionalities of your Embrace. Research users: Please be assured that no data has been lost and that this does not affect the data collection to the Research Portal. Alert functionality also remains unaffected. This means that users will see an incorrect visualization of their sleep and activity periods in the Mate App. For Research, the rest and activity shown in the Summary Report will also appear incorrect for all affected users. We are currently working on understanding the root cause of this issue, so we can restore the correct rest and activity data for all affected users.

    2. September 11, 2019 at 3:09 PM UTCinvestigating

      We are continuing to investigate this issue.

    3. September 16, 2019 at 2:59 PM UTCidentified

      The issue has been identified and user data is being backed up. Once completed, rest data will be restored.

    4. September 17, 2019 at 8:02 AM UTCidentified

      Backup has completed, and data restore is in progress.

    5. September 19, 2019 at 9:44 AM UTCidentified

      Rest data recover is still in progress.

    6. September 19, 2019 at 4:04 PM UTCresolved

      Recover has been completed, rest live processing has been restarted.

    This is an example incident

    Started February 10, 2019 at 5:27 PM UTC · 0m

    Pending
    1. February 11, 2019 at 5:11 PM UTCinvestigating

      When your product or service isn’t functioning as expected, let your customers know by creating an incident. Communicate early, even if you don’t know exactly what’s going on.

    2. February 11, 2019 at 5:11 PM UTCidentified

      As you continue to work through the incident, update your customers frequently.

    3. February 11, 2019 at 5:11 PM UTCmonitoring

      Let your users know once a fix is in place, and keep communication clear and precise.

    4. February 11, 2019 at 5:11 PM UTCresolved

      Empathize with those affected and let them know everything is operating as normal.