Canvas Medical Outage History

Type: Incident Duration: 2 hours and 31 minutes Affected Components: Faxing, Claims & Eligibility Dec 23, 19:06:03 GMT+0 - Resolved - This incident has been resolved. Eligibility checks will now function correctly without the `This payer requires a Gender if Date of Birth is sent` error. Dec 23, 16:34:58 GMT+0 - Investigating - We are currently investigating an issue with eligibility checks. Some checks are erroring with the message `This payer requires a Gender if Date of Birth is sent.` We will continue to update. Dec 23, 19:06:02 GMT+0 - Identified - We are in the process of testing a fix for this issue.

Type: Incident Duration: 3 hours and 38 minutes Affected Components: Web Application Nov 19, 00:08:38 GMT+0 - Investigating - We’ve identified a login issue to Canvas Settings/Admin affecting users with Multi-Factor Authentication (MFA) after our most recent release. We're currently implementing a fix. Users without MFA are unaffected. Nov 19, 00:20:00 GMT+0 - Identified - We have also identified an issue with logging in (regardless of MFA settings), if on a previous release. We have identified a fix for both login issues and are in the process of deploying these fixes. Nov 19, 02:29:01 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Nov 19, 03:46:39 GMT+0 - Resolved - This incident has been resolved.

Type: Incident Duration: 23 hours and 36 minutes Affected Components: Web Application Aug 28, 12:43:31 GMT+0 - Identified - We are aware of users experiencing frequent 403 errors when accessing Canvas - we are currently working to resolve the issue. Aug 28, 13:58:08 GMT+0 - Identified - We have identified the issue and a fix is underway. The issue may occur if users have an idle Canvas tab open when they sign in for the day. To prevent errors, users should restart their browser before navigating to Canvas Aug 28, 14:31:38 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Aug 29, 12:19:20 GMT+0 - Resolved - **Resolved:** A recent update caused some users’ requests to be mistakenly flagged as suspicious, briefly blocking access; we’ve fixed the issue and improved our safeguards to prevent it happening again. If you would like additional detail - please reach out to Canvas Support.

Type: Incident Duration: 18 hours and 24 minutes Affected Components: Faxing Jun 12, 19:52:14 GMT+0 - Identified - Google Cloud Platform (GCP) is currently experiencing interrupted service impacting a variety of services. Canvas users have reported an interruption in Faxing and Google Calendar functionality. Google has identified the issue and are working to resolve. You can additionally review status updates directly from Google [here](https://status.cloud.google.com/incidents/ow5i3PPK96RduMcb1SsW#2c2sBHWU84yPDJ8y1ar4). Jun 13, 14:16:29 GMT+0 - Resolved - Google has reported that all services are fully restored as of approximately 6/12/25 930pm ET

Type: Incident Duration: 2 hours and 27 minutes Affected Components: API, Web Application Jun 4, 16:00:28 GMT+0 - Monitoring - Our infrastructure provider detected an issue with one of their database servers and had to restart. As part of that process, several systems were briefly restarted, which caused temporary unavailability across some instance. Services are now back online, and we’re closely monitoring to ensure everything remains stable. Jun 4, 15:43:35 GMT+0 - Investigating - We are currently experiencing a critical issue where multiple instances are unavailable. Our team is urgently investigating and escalating to our infrastructure provider. Updates will be shared as we learn more. Jun 4, 18:10:52 GMT+0 - Resolved - All systems are back to normal and stable. Thanks for your patience while we monitored recovery.

Type: Incident Duration: 3 hours and 12 minutes Affected Components: API May 6, 13:03:20 GMT+0 - Investigating - We are currently investigating this incident. May 6, 13:42:23 GMT+0 - Monitoring - FHIR API Search endpoints are expected to no longer be returning 502 errors. If you see differently please reach out to support directly at May 6, 16:14:58 GMT+0 - Resolved - The recent errors affecting FHIR API search endpoints have been resolved. We sincerely apologize for the interruption and appreciate your patience. If you have any additional questions or concerns, please don’t hesitate to contact Canvas Support.

Type: Incident Duration: 4 days, 9 hours and 53 minutes Affected Components: SDK Apr 12, 04:43:51 GMT+0 - Resolved - This incident has been resolved. Apr 7, 18:50:51 GMT+0 - Investigating - Extension development with the SDK may be impacted by intermittent log streaming issues. We are currently investigating this incident and will provide updates as they become available. Apr 7, 19:08:11 GMT+0 - Monitoring - We have cleared the error preventing the log streaming from publishing and have identified the root cause. We will continue to monitor as we implement an enhancement that prevents reoccurrence.

Type: Incident Duration: 5 hours and 31 minutes Affected Components: Web Application Dec 23, 15:13:08 GMT+0 - Investigating - Some users have reported they have been unable to process payments in Canvas. We are currently investigating the issue and have engineers working to resolve. The current workaround is to process the payment directly in Stripe and manually add the payment to reflect in Canvas. We apologize for the inconvenience and will keep you posted as updates are received. Dec 23, 15:46:07 GMT+0 - Identified - We have identified the issue and are continuing to work on a fix for this incident. We will keep you posted on further updates. Dec 23, 20:44:14 GMT+0 - Resolved - This incident has been resolved. Please notify us if you run into any further issues.

Type: Incident Duration: 4 hours and 1 minute Affected Components: Faxing Dec 3, 21:23:59 GMT+0 - Investigating - We are getting reports of outgoing faxes being delayed >1 hour. We have a case open with Sfax and will update as we receive updates. Dec 4, 01:24:43 GMT+0 - Resolved - All faxes have processed, we will continue to monitor for future reports.

Type: Incident Duration: 2 hours and 10 minutes Affected Components: Prescribing Nov 10, 17:34:40 GMT+0 - Investigating - We are currently investigating reports of prescriptions failing to send with an error of `Server Error (500)`. Nov 10, 18:11:22 GMT+0 - Identified - We are continuing to work on a fix for this incident. Nov 10, 18:44:57 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Nov 10, 19:44:37 GMT+0 - Resolved - The issue has been resolved. Our certificate for communication with SureScripts unexpectedly expired ahead of schedule, but we’ve since replaced it. All impacted customers have received a proactive help desk ticket with additional details. Thank you for your patience as we worked through this.

Type: Incident Duration: 3 hours and 9 minutes Affected Components: SDK, Web Application Jun 27, 21:57:18 GMT+0 - Identified - We've identified an issue with the display of any banner protocols. We are working on a fix and will keep you updated. Jun 27, 22:31:28 GMT+0 - Monitoring - A fix has been found and is being deployed. We will continue to monitor Jun 28, 01:06:45 GMT+0 - Resolved - While adding the ability to create banner alerts from plugins (our new SDK) we inadvertently broke the formatting of banner alerts created from protocols. We have now resolved this issue and restored normal functionality. We appreciate your patience and sincerely apologize for any inconvenience this may have caused. Thank you for your understanding.