Hydrow outage history

We are aware that the Hydrow public support sites are not displaying the content of help articles correctly. This has been identified as being caused by a temporary outage from our Salesforce instance. We are working with them to restore normal operation. Case Creation via the support site is still up and running, so please do not hesitate to contact the Hydrow Member Services team if you need immediate assistance. Membership management & billing is also still available for self service at: https://members.hydrow.com

Article content appears to be showing normally again. Resolving incident

We are aware of reports of users being signed out from their Hydrow equipment and / or being unable to access our services. We are actively investigating and will post another update within 30 minutes

We have discovered a likely cause and applied a fix. We are monitoring to make sure service returns to normal.

The fix has definitely resolved a significant portion of traffic. However, We are continuing to monitor some unusual activity. Keeping this incident open while we investigate further.

All service are now returned to normal. Closing this incident.

We have heard reports that our support phone system is currently not operational. We are investigating and will post another update shortly. You can currently still request help via our contact form at https://support.hydrow.com/s/contactsupport

The issue was identified as a temporary loss of internet at our call center. Normal service appears to be restored and we are monitoring to make sure the issue is past.

Hydrow Phone support has resumed operation as normal. We appreciate your patience!

Some of our partners re currently experiencing an outage that is affecting Hydrow's service. It may disrupt the ability for our members to play workouts. Our team is actively monitoring the situation and working on a resolution. We appreciate your patience and will provide updates as soon as possible.

The outage with our partner continues to impact workout playback. We are in close communication with our partner and monitoring progress to restore full service as quickly as possible.

Things appear to have stabilized and our partner has moved to Monitoring the issue. We are doing the same.

Our partner has resolved the outage impacting workout playback. We now consider this incident resolved. We apologize for any inconvenience and thank you for your understanding. If you continue to experience any issues, please contact Hydrow Member Services for assistance.

We’ve identified a software issue causing "Update did not succeed" errors for some Hydrow rowers during setup. This affects: - Newly purchased Hydrow rowers being activated for the first time. - A small number of Hydrow rowers being reactivated after a period of inactivity. Our team is actively working to resolve this. We will post additional updates as we have more information.

A fix has been deployed for this issue and we are monitoring the result. Impacted Rowing machines may need a restart for the change to take effect.

We’ve resolved the issue that was causing “Update did not succeed” errors during the setup or reactivation of some Hydrow rowers. The fix has been deployed, and we are monitoring to ensure continued stability. If you continue to experience any issues, please contact Hydrow Member Services

We have monitored for new instances of this error and have not identified any further issues. Hydrow members have also not reported new instances of failed updates. We now consider this incident resolved. If you continue to experience any issues, please contact Hydrow Member Services for assistance.

We are aware that some customers are unable to add products to their cart on hydrow.com. There are no reports of problems with the Hydrow application, workouts, workout stats, or mobile apps. We are investigating.

Errors from this incident appear to have stopped. Monitoring a few minutes to be sure things are resolved.

Website and cart operation have returned to normal and appear stable. Marking as resolved. If you have a problem adding to cart on hydrow.com, please reload your browser window. If the problem persists, contact http://support.hydrow.com. The root cause of the problem was with one of our infrastructure partners. Once their error was resolved, our issue was also resolved.

Several people are unable to get to hydrow.com, and are seeing an error message when they try to. There are no reports of problems with the Hydrow application - workouts, stats, and mobile apps etc. We are investigating.

The issue has been resolved, and hydrow.com is loading normally. If you have a problem reaching hydrow.com, please reload your browser window. If the problem persists, contact http://support.hydrow.com. The cause of the problem was with one of our infrastructure partners. Once their error was resolved, our issue was also resolved.

We have detected a problem preventing workouts on both our rowers and mobile app. We are investigating and will provide more detail in the next 30 minutes.

We are continuing to investigate the issue and working to restore service as quickly as possible. We will update again in the next 30 minutes.

Work to resolve this continues on with our entire team engaged. We will provide an update within the next hour or as soon as more information becomes available to share.

We've root caused the issue and will be deploying a fix presently that should improve the issue.

We are beginning to see normal workout behavior resume for most users. We will be monitoring to ensure the solution is lasting.

Confirmed that all operations have returned to normal and all Hydrow members should now be able to work out again via Rower or Mobile app. We will be closing out this incident as resolved.

We are currently investigating a problem with the phone lines to reach Hydrow Member Services Directly If you need to submit a ticket with us while we resolve this issue you can visit https://support.hydrow.com/s/contactsupport We will update with more information shortly.

Inbound phone lines are open and working again. Resolving this incident.

We are investigating reports of members being unable to row or otherwise use their Hydrow with the message "Hydrow is not available / Internal server error." This appears to be isolated to new member accounts or guest users on commercial rowers.

We have discovered a root cause for this issue and are implementing a fix. We will provide an additional update when the fix is complete.

We have implemented a fix. All Hydrow services have been restored and this incident is now resolved.

We are investigating reports of members being unable to row or otherwise use their Hydrow with the message "Hydrow Has Stopped" We will update with more info within 30 minutes

We discovered a root cause for this issue and implemented a fix. We see activity already returning to normal but will continue to monitor.

All services are returned to normal operation and no new reports of the On-Hydrow error have been received for the last 20 minutes. We are declaring this issue resolved.

We're currently investigating an issue that may prevent users from using Hydrow.

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

Hydrow service has been restored.

All issues appeared resolved.

We are aware of an issue that is currently preventing new memberships from being created on Hydrow. Existing memberships and workouts appear unaffected. We are investigating and will provide updates as we learn more.

This issue appears to be related to specific types of charges being declined through our 3rd party payment processor. We are currently working with them to determine root cause and resolve.

We have begun to see successful memberships being created in our system again. Including some using cards that were previously being declined. We are continuing to monitor and work with our payment processor to make sure that Hydrow memberships can be created smoothly.

We continue to see normal membership creations and no unexpected card declines through our payment processor since ~3pm Eastern Time. We will be marking this incident as resolved.

We have identified that many people can't checkout purchases on the hydrow.com website. We are investigating. The Hydrow product is not affected.

Our merchant partner has resolved the underlying issue, and we have corrected the problem it caused in our systems. Customers should be able to purchase normally. Any customers who are having difficulties with their shopping cart should use another browser, or contact Hydrow Support. We apologize for any inconvenience this caused.

The issue has been resolved.

We have identified that many people can't checkout purchases on the hydrow.com website. We are investigating. The Hydrow product is not affected.

All systems are back to normal. We identified the issue. Our merchant partner had a technical issue, which they report is resolved. We are continuing to monitor.

This issue has been fully resolved and we're closing the incident.

We are investigating reports that some users are receiving a 503 error when attempting to navigate to hydrow.com. The Hydrow service is not impacted by this issue; workouts, meter tracking, etc. are not affected.

The problem has been resolved. Hydrow.com is operating normally. We continue to monitor for any additional issues.

We are currently investigating a number of reports of degraded service for some Hydrow Members. Symptoms may include difficulty signing in to a profile or signing up for membership. We will update here when more information is available.

We have now identified the root cause for these error messages and are actively working to resolve. We expect to share another update within the next half hour.

We believe this issue should now be fixed and the symptoms resolved. We are continuing to monitor. We will update again within 30 minutes.

We have seen no new incidents of this error in the last 20 minutes. We are considering this issue resolved and closing the incident.

The hydrow.com website is freezing and unresponsive for some US users.

We are continuing to investigate the problem with hydrow.com, and have identified the immediate cause of the problem. The hydrow.com website pages are working properly, except the shopping cart and purchase process are still not loading. The Hydrow service is not impacted by this issue; workouts, meter tracking, etc. are not affected. We will provide our next update within 30 minutes.

The problem has been resolved. Hydrow.com is operating normally. We continue to monitor for any additional issues.

Our checkout service is experiencing an issue which may result in a degraded checkout experience. Some Hydrow.com visitors may experience issues or delays with checkout, or when moving from cart to checkout. We have observed this specifically with mobile devices. Our service provider has identified the problem and is investigating.

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

The checkout incident has been resolved by our service provider.

We have reports and logging that show a problem with live rows happening this afternoon. We are investigating.

The 4PM Eastern Live Row was not able to start or end the timer, or record any meters. We apologize for the difficulty. We are not aware of any other impacts to our customers; only live rows appear to be affected. We believe the issue is caused by an outage acknowledged by one of our vendors, AWS. We are monitoring that issue, and waiting for them to resolve it.

AWS reports that the issue is on its way to resolution. We believe the live row for 6PM Eastern will be successful. We continue to monitor closely.

Our 6pm Eastern live row is underway with no known issues and we do not anticipate further disruption. We will continuing to monitor for any further problems.