Some systems are experiencing issues

Past Incidents

Monday 18th October 2021

Clinic Application Database Maintenance

We are performing some database index maintenance at the moment. During this time you will still be able to access Power Diary, but it will run a little slower than normal and you may receive some error messages related to this. The expected duration is 1 hour and we will post updates here as we proceed.

14:27 GMT Maintenance is still underway, but performance will be better now as the majority of the work is done. 14:50 GMT Maintenance was completed

Sunday 17th October 2021

Messaging Unscheduled Maintenance (Resolved)

17th October 2021; 13:34 (Resolved, some SMS/email sending delayed)

This issue has now been resolved. All areas should now function as expected. Thank you your patience. We'll post more information about the causes of this issue and steps taken to prevent recurrence later once our internal review has been completed.

We have identified that message sending was impacted by this issue. Any automatic sms or emails that were not sent this morning will be sent between 4:05 - 4:15pm this afternoon in your local timezone.

  • Damien

17th October 2021; 13:20pm (Update)

We have been able to speed up some of the AWS system processes which will aide system recovery. If the next phase works as expected we hope to have the system operational within 30mins and will keep you posted here. Thank you for your ongoing patience. We understand the high level of difficulty this is causing.

17th October 2021; 12:25pm (Update)

Unfortunately this issue is ongoing. The attempts we have made have not resulted in a restoration of services. We are now working on a strategy to bypass the issues identified in the AWS processes. We do not yet have an ETA but will update here once we have more information.

17th October 2021; 11:29am (Update)

We are continuing to work on this issue and remain in maintenance mode. We have identified that the issue is related to how AWS is processing certain functions which is making resolution more complex.

17th October 2021; 10:28am - Unscheduled Maintenance

We have placed the system in maintenance mode to enable us to speed up the resolution of this issue. Our team are working hard to resolve this issue as quickly as possible.

17th October 2021; 09:55am - Initial Status Report

We are aware some users are experiencing slowed system performance, difficulties sending messages or reviewing communication history, and getting general error messages. The issue is being caused by a maintenance task (indexing of a database table) that is operating which is taking longer than expected to complete. Unfortunately we cannot stop this midway through, but we expect it to be completed shortly. We apologise for the inconvenience.

Saturday 16th October 2021

No incidents reported

Friday 15th October 2021

Integrations Exporting Invoices and Payments to Xero

1721 BST: Our engineers have developed a fix and intend to roll this out within the next 45-minutes once it has undergone internal testing and quality assurance. We appreciate your patience during this time.

1642 BST: Following on the below, our engineers have identified the issue and are working on a fix.

1300 BST: We've received reports of an error message when attempting to export from Power Diary to Xero. Our engineers can replicate this experience and will look into it soon. We apologise for the inconvenience caused here and appreciate your patience during this time.

Thursday 14th October 2021

No incidents reported

Wednesday 13th October 2021

No incidents reported

Tuesday 12th October 2021

No incidents reported

Monday 11th October 2021

Messaging Sending Emails and SMS

13:50 BST: Our engineers have successfully resolved this issue - emails and SMS are now being sent successfully, as expected. We apologise for the delay here.

13:00 BST: We have identified that an error is generated when attempting to send email and SMS messages via Power Diary. Our engineering team are rolling back our daily scheduled changes in order to remedy this ASAP.

We apologise for the inconvenience caused here, which should be resolved in around 20-minutes.

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