Caregility incident

iConsult 2.0 & iObserver Service Disruption

Notice Resolved View vendor source →

Caregility experienced a notice incident on July 8, 2025, lasting —. The incident has been resolved; the full update timeline is below.

Started
Jul 08, 2025, 07:30 PM UTC
Resolved
Jul 08, 2025, 07:30 PM UTC
Duration
—
Detected by Pingoru
Jul 08, 2025, 07:30 PM UTC

Update timeline

  1. resolved Jul 09, 2025, 09:34 PM UTC

    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.