Caregility Outage History

This incident has been resolved.

On July 8th, 2025, between 3:30PM and 3:50PM ET, some users had trouble starting new iConsult 2.0 and iObserver calls. They saw a message saying, “the device cannot be started”. Ongoing sessions were not impacted. The disruption was caused by a delay in the Cloud vendor’s replication service into the read datastore, which provides the device status information. This delay caused the system to incorrectly determine the APS device as offline, preventing new calls from being placed using that APS device. he issue was resolved on its own once the replication delay in the datastore returned to normal. We have identified the root cause and implemented new safeguards to prevent this from happening again and developed plans for long term resolution.

We encountered a brief disruption in iConsult 2.0 services. Services were quickly restored, following the restart of a backend service. All systems are now operational and we will continue to monitor overall platform health and functionality.

One of the Caregility platform components (APS registration service) experienced a brief disruption from 9:49 AM - 9:55 AM ET. During the outage, existing calls would not have been impacted, but new calls would have failed. Services were fully restored at 9:55 AM ET.

RCA Pending

Certain Caregility platform services (iObserver and MyChart Outpatient) were affected by an outage in one of Microsoft’s Azure regions. Our infrastructure quickly redirected traffic to an alternative instance to ensure service continuity. During this period, you may have encountered temporary disruptions. At this moment all services are now fully restored and operating at normal performance levels. We will continue to monitor our services.