Power Diary - Notice history

All systems operational

AU/Global Infrastructure

Operational

AU/Global - Main Application - Operational

100% - uptime
Apr 2024 · 98.77%May · 99.97%Jun · 99.97%

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Apr 2024
May 2024
Jun 2024

AU/Global - Client Portal - Operational

100% - uptime
Apr 2024 · 100.0%May · 99.97%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

AU - Communications - Operational

100% - uptime
Apr 2024 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

US Infrastructure

Operational

US - Main Application - Operational

100% - uptime
Apr 2024 · 99.90%May · 100.0%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

US - Client Portal - Operational

100% - uptime
Apr 2024 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

UK Infrastructure

Operational

UK - Main Application - Operational

100% - uptime
Apr 2024 · 99.90%May · 100.0%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

UK - Client Portal - Operational

100% - uptime
Apr 2024 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2024
May 2024
Jun 2024

Notice history

Jun 2024

504 Gateway Timeout Error
  • Resolved
    Resolved

    Started at around 14:58 UTC

    Ended at around 15:15 UTC

    We appreciate your patience as we address the recent issue you may have experienced. Our engineering team has identified that this issue was partially due to an external library we use to manage connections to our caching services. We have implemented improvements to enhance the reliability of these connections and optimize resource utilization.

    These updates include adjustments to our connection mechanisms and an increase in the minimum resources required to ensure smoother operations, especially during peak system usage.

  • Investigating
    Investigating

    We are aware that some users are experiencing a 504 Gateway error when accessing Power Diary. Our engineers are investigating as a priority and we will update this page with further information as soon as possible, and appreciate your patience during this time.

Regional outage
  • Resolved
    Resolved

    The Engineering Team identified a brief moment of downtime earlier this afternoon that was quickly rectified by our automatic scaling. The team is currently investigating the origin of this issue.

Online Payments Processing Issue
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    We would like to thank you for your patience while we worked to resolve this issue.

    Our engineering team has investigated this issue and believes it should be resolved by clearing your browsers cache as per Clearing Your Cache, Cookies and History. If, after clearing the cache the issue persists, please reply in your original thread to our support team to this issue, and let us know, so that we can investigate this further (or reach out directly to support@powerdiary.com if you have not contacted us in this regard today).

    Thanks again for your patience and understanding while we looked into this.

  • Identified
    Update

    Dear users, the engineering team has identified the issue and are working on its resolution. At this time, we are not able to provide the ETA due to the complexity of the issue, but please rest assured we understand the impact on our customers and are doing everything we can to resolve this as soon as possible.

  • Identified
    Identified

    The cause of the issue has been identified and the engineering team are working on a fix. We thank you for your patience.

  • Investigating
    Investigating

    We are aware of an issue with the Stripe integration, where users encounter that client credit card details seem not to be stored, and when trying to enter the card details and process the payment an error notification "PD.Shared.ModalDialog.hideCallback is not a function" comes up.

    Our engineering team are looking into this urgently. We apologise for the inconvenience and will be posting updates on the progress of the issue resolution.

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

Unable to create new contacts via the client profile
  • Resolved
    Resolved

    This incident has been resolved and should be working as expected. We apologize for any inconvenience.

  • Identified
    Identified

    We are aware of a bug causing the error "Please correct these errors: Unable to create Contact. Invalid gender value" to appear when trying to add a new contact into the system via an existing client profile under Profile > Contacts > +Add New > Create New Profile, and this bug is being looked in to as a high priority.

    In the meantime, you are able to add new contact profiles by navigating to People > Add, toggling Contact as the profile type, then filling out their basic details here. After the contact profile has been created here, you can then go back into the original client's profile under Profile > Contacts and link them as an existing contact profile instead of creating a new contact profile here.

    We apologise for the inconvenience in the meantime, and this page will be updated again once this bug is resolved.

504 Gateway Timeout error when accessing calendar page
  • Resolved
    Resolved

    This incident has been resolved. We didn't have any other issues since the initial incident.

  • Monitoring
    Monitoring

    UPDATE: The system appears to be up and running now. The engineering team are closely monitoring the situation and investigating the cause. We apologise for the inconvenience.

  • Investigating
    Investigating

    We are aware of an issue affecting users on the AU server where loading the main calendar page is sometimes producing a 504 Gateway Timeout error. This issue seems to be specific to the calendar page, meaning other pages should load as expected, however this may prevent users from logging in to their accounts if they're not logged in already due to the calendar page being the default landing page.

    We are looking into this as a high priority to get this fixed, and we will post updates here on the status page as they are available.

May 2024

Regional Outage - AU infrastructure
  • Resolved
    Resolved

    This incident has been resolved. Thank you for your patience.

  • Monitoring
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    Investigating

    We are investigating access issues to Power Diary in the AU region. You may experience timeout error messages and not be able to conduct basic tasks.

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

Server Upgrade
  • Completed
    17 May, 2024 at 1:30 AM
    Completed
    17 May, 2024 at 1:30 AM

    Maintenance was completed. Databases in the UK and US regions have been upgraded to improve the system's performance in both regions.

  • In progress
    17 May, 2024 at 1:00 AM
    In progress
    17 May, 2024 at 1:00 AM
    Maintenance is now in progress
  • Planned
    17 May, 2024 at 1:00 AM
    Planned
    17 May, 2024 at 1:00 AM

    We are planning for a scheduled maintenance to upgrade our Server for the UK and US environments during that time.

    • When: 2AM-2:30AM UK, 9PM-9:30PM EST US

    • Duration: a few minutes of downtime during the time window mentioned above

    We thank you for your understanding!

Regional Outage - UK
  • Resolved
    Resolved

    The issue has been resolved, we apologise for any inconvenience this might have caused you.

    We are investigating access issues to Power Diary in the UK region. You may experience error messages and not be able to conduct basic tasks.

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

"Server Error in '/' Application" at uk.powerdiary.com
  • Resolved
    Resolved

    This incident has been resolved. We appreciate your patience during this time and apologise for the inconvenience caused.

  • Identified
    Identified

    Our engineers are reverting to a previous version of Power Diary on uk.powerdiary.com. We expect an ETA of only a few minutes.

  • Investigating
    Investigating

    We are investigating access issues to Power Diary for accounts hosted in the UK region. You may experience error messages like "Server Error in '/' Application" and not be able to conduct basic tasks.

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

Internal Error when Creating Superbills and Statements
  • Resolved
    Resolved
    This incident has been resolved.
  • Investigating
    Investigating
    We are currently investigating this incident.

Apr 2024

User receiving 'device not active' when processing Medicare claims
  • Resolved
    Resolved

    This issue is now be resolved and Medicare claims should be being submitted to Medicare correctly as expected. Thank you for your patience.

  • 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.

Apr 2024 to Jun 2024

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