BCycle experienced a notice incident on January 30, 2023 affecting DEN - Portal API and PHL - Portal API and 1 more component, lasting 2d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 30, 2023, 05:30 PM UTC
BCycle Operators - We're currently investigating an issue we've identified with dock logic/behavior affecting checkout success, and bike availability on the Kiosk UI screen. Our team is actively engaged in this issue as a high-priority item. We'll be posting updates as they become available. Thank you for your patience while we resolve this matter.
- investigating Jan 30, 2023, 05:42 PM UTC
We are continuing to investigate this issue.
- investigating Jan 30, 2023, 10:44 PM UTC
We're focused on this issue and continuing to investigate, and eliminating possible options for the degradation of service. We're considering all options at this time to remedy this issue. We'll post any additional updates as soon as we have information to share. We appreciate your continued patience while we work towards a fix.
- identified Jan 31, 2023, 04:03 PM UTC
BCycle Operators - We've identified an issue with one of our API services that is the likely cause of the service degradation. Our team is currently working on constructing the change that we're planning on deploying to our system later today. We'll reach out with more information regarding timing on when this change will be released, and plan to provide adequate notice for the brief planned disruption while we implement the fix. We'll be providing this information through the status.bcycle.com platform - please reach out with any additional questions.
- identified Jan 31, 2023, 10:44 PM UTC
A Hotfix has been scheduled for this issue - Deployment of the fix is currently scheduled for 9PM Central Time. A Brief disruption is expected during this time. More details in the maintenance section below.
- monitoring Feb 01, 2023, 03:42 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 01, 2023, 06:28 PM UTC
Hi BCycle Operators - With last night's maintenance, we have updated the system to prevent docks from entering the unhealthy state that contributed to the increase in declined checkouts in the last several days. At this time, docks should not fall into that unhealthy state. If docks in your system are not releasing bikes or are declining checkout requests, there are two methods to solve this issue and reset the docks to a healthy state: 1. Power cycling the station will set the RIM board backs to a neutral state and clear the issue once the station has restarted. 2. Remotely, problems at particular docks can be addressed by setting the bike in the dock to 'Not Available for Rental', clicking Save, setting the bike back to 'Docked', and clicking Save. We recommend power cycling any stations that are exhibiting this problem, or using the alternative method to get things back to normal, as necessary. Not all docks were impacted, and many will continue to function normally. Any further updates on this issue will be posted here, and we'll be available via the BCycle Help Center if any further questions should arise. Thank you for your efforts and communication during this issue.