AU/Global - Main Application experiencing major outage

AU/Global Infrastructure

Major outage

AU/Global - Main Application

97.28% uptime
Feb 2024 · 99.89%Mar · 100.0%Apr · 92.05%
Feb 202499.89% uptime
Mar 2024100.0% uptime
Apr 202492.05% uptime

AU/Global - Client Portal

99.99% uptime
Feb 2024 · 99.96%Mar · 100.0%Apr · 100.0%
Feb 202499.96% uptime
Mar 2024100.0% uptime
Apr 2024100.0% uptime

US Infrastructure

Operational

US - Main Application

99.97% uptime
Feb 2024 · 100.0%Mar · 100.0%Apr · 99.90%
Feb 2024100.0% uptime
Mar 2024100.0% uptime
Apr 202499.90% uptime

US - Client Portal

100.0% uptime
Feb 2024 · 100.0%Mar · 100.0%Apr · 100.0%
Feb 2024100.0% uptime
Mar 2024100.0% uptime
Apr 2024100.0% uptime

UK Infrastructure

Operational

UK - Main Application

99.97% uptime
Feb 2024 · 100.0%Mar · 100.0%Apr · 99.90%
Feb 2024100.0% uptime
Mar 2024100.0% uptime
Apr 202499.90% uptime

UK - Client Portal

100.0% uptime
Feb 2024 · 100.0%Mar · 100.0%Apr · 100.0%
Feb 2024100.0% uptime
Mar 2024100.0% uptime
Apr 2024100.0% uptime

Notice history

Apr 2024

User receiving 'device not active' when processing Medicare claims
  • Investigating
    Investigating
    We are currently investigating this incident.
SMS replies in the UK not being delivered
  • Resolved
    Resolved

    This incident has been resolved by our third-party SMS delivery partner, and we can confirm that all SMS replies from UK mobile numbers are immediately appearing in Power Diary as expected.

  • Monitoring
    Update

    We have successfully chased this with our third-party SMS partner, and can confirm that this is an issue that they have raised with their engineering team.

    We will continue to monitor the situation and provide updates as we get them.

  • Monitoring
    Monitoring

    Our SMS delivery partner is not delivering SMS replies from UK mobile numbers into Power Diary. This affects the ability to automatically change appointment statuses based on patient replies, and the Messaging panel will not show replies to outgoing messages.

    We will update this page with further information as soon as we get it from our SMS delivery partner. We appreciate your patience during this time.

Printing or Emailing any documents results in an error
  • Resolved
    Resolved

    This incident has been resolved. Generating PDF invoices, letters and sending invoices/receipts via email should now work as expected.

    We'd again like to thank you for your patience during this time, and do email support@powerdiary.com if you have any follow-up queries or experience related issues.

  • Identified
    Identified

    We have identified the root cause, but not a complete fix at the time of writing.

    As a potential workaround, removing your business logo image from invoices/receipts (Settings > Configuration > Invoices) allows the generated PDF to work as expected.

    We continue to work on resolving the issue entirely and appreciate your continued patience during this time.

  • Investigating
    Update

    Engineers are continuing to investigate this, and looking for solutions. We apologise for the inconvenience caused during this time.

  • Investigating
    Update

    We are continuing to investigate this incident.

  • Investigating
    Update

    Our engineers are currently looking into this at a high priority. We appreciate your continued patience during this time.

  • Investigating
    Investigating

    We are investigating error messages when:

    1. Attempting to email or print an invoice/receipts or

    2. When attempting to send a letter via email as an attachment

    3. When attempting to export a generated letter as a PDF file.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Issues with practitioner video and audio not coming through to clients on Telehealth Plus+
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We have identified the cause of the Telehealth Plus+ issues and are working on resolving those now. We are estimating to have this resolved by the end of the day.

  • Investigating
    Investigating

    We have had several reports of clients not being able to see or hear the practitioner in Telehealth Plus+ session, and have been able to replicate this issue as well. We are investigating the cause and are looking to get this resolved as soon as possible.

    In the meantime we would suggest either using our Telehealth Lite service where applicable, this service is still working as expected, or utilise another Teleconferencing service for group appointments until this is fixed.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Users with active 2FA (Two Factor Authentication) are unable to access Power Diary
  • Resolved
    Resolved

    IMPORTANT UPDATE: This does not appear to be a system related issue. Please clear the cache, cookies and history on the browser for at least 31+ days, for any browser you use for accessing Power Diary, restart the browser and try to log in again. https://support.powerdiary.com/article/120-clearing-your-cache-cookies-and-history

    In some cases you will need to disable and re-enable 2FA to prompt the connection again.

    Please contact support@powerdiary.com if none of the above actions resolve the issue.

    RESOLVED: We are aware that users who utilize the 2FA when they log in to their accounts, get the error message 'This page isn't working' and are unable to access their accounts.

Mar 2024

Client Tasks List Not Loading
  • Resolved
    Resolved


    28 March 2024 09:50 AM AEDT: This issue has been resolved. Thank you for your patience.

    We are aware of an issue with the client tasks list not loading. The engineering team are investigating. We will keep you informed and we apologise for any inconvenience this may cause.

Custom List section of site is giving an error message "Failed to get registries from backend."
  • Resolved
    Resolved

    This has now been resolved.

504 gateway timeout error
  • Resolved
    Resolved

    The slowdown was due to an update that needed to be deployed. Performance slowed while it was being deployed, We apologise for any inconvenience.

Bulk Send / Marketing Campaigns May Send Multiple Times to Same Recipients
  • Resolved
    Resolved

    We have identified that in certain instances, a message sent via the Bulk Send feature may be sent to the same recipients more than once if there is an exception . We're currently working on a resolution. We apologize for any inconvenience this may have caused.

Online Forms with File Upload fields are not accessible to clients
  • Resolved
    Resolved

    This incident has been resolved. We appreciate your patience.

  • Identified
    Identified

    We have identified an issue where online forms that contain file upload fields open as a blank page to clients. We are currently working on a fix. We apologise for any inconvenience this might have caused you and your clients.

Feb 2024

Unable to access Online Forms and Admin Forms
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    Our engineers have been able to identify the root cause of this issue, and a fix is being prepared.

    We expect this to be rolled out in ~90 min.

  • Investigating
    Investigating

    We are investigating issues when attempting to access patients' Online Forms and Admin-type Forms. You may experience error messages and not be able to see any right now.

    Similarly, patients' attempting to complete Online Forms will get stuck on the 'Processing' state, and so are unable to submit them at this time.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

504 Gateway Time-out Error Message
  • Resolved
    Update

    This incident has been resolved. We apologise for the issue. We have identied the underlying cause of this incident and have made a change to prevent this occuring again.

  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We have identified the issue. We expect to have it resolved within a few minutes. Apologies for the difficulties this is causing.

  • Investigating
    Investigating
    We are currently investigating this incident.
Error when saving or editing some Session Packs
  • Resolved
    Resolved

    12:13pm AEDT - The issue has now been resolved. Again apologise for the hassle this has caused. For the changes to take effect you may need to logout and in again, and clear your browser cache. If you are experiencing any further difficulties please let us know via support@powerdiary.com.

    11:19am AEDT - We have developed a fix for this issue. It is currently being tested and then will be deployed. ETA for resolution is approximtely 1 hour (12:20pm AEDT).

    10:55am AEDT - We have identified that the functionality issues being experienced are linked to session packs and a fix is being worked on.

    We've had some reports of some functionality not working as expected this morning. Our Engineering Team are investigating this as top priority. Please email us at support@powerdiary.com if you are experiencing any issues this morning, with as much detail as possible. Thank you for your patience with this.

Error Message after login
  • Resolved
    Resolved

    23/02/2024 10:15 AEDT The issue has been resolved and we are closely monitoring the system performance. We apologise for the inconveniences you might have experienced and thank you for your patience and understanding.

    23/02/2024 10:00 AEDT Our team are continuing to investigate this issue. It is proving difficult to isolate. We apologise for the inconvenience this is causing you and your clients. We understand how disruptive it is to the running of your practice to experience an issue like this and please be assured we are doing everything we can to get it resolved as quickly as possible.

    23/02/2024 09:25 AEDT The engineers are investigating the cause of the error and we will be notifying our users of the outcome.

    23/02/2024 08:50 AEDT The engineers are investigating the cause of the error and we will be notifying our users of the outcome.

    23/02/2024 08:15 AEDT Our teams are aware that some users are receiving an error on the page after login and are investigating the root cause. In many cases, clearing your browser cache and cookies or refreshing the page will help to clear this error. We apologise for the inconvenience.

504 Gateway Time-out and System Slowness
  • Resolved
    Resolved
    This incident has been resolved.
  • Identified
    Identified

    We are aware of the system slowness or 504 Gateway Time-out experienced by some users and are investigating the issue. We apologise for the inconvenience.

Feb 2024 to Apr 2024