doxy.me experienced a major incident on April 28, 2025 affecting Doxy.me API and Doxy.me webpages, lasting 3h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 28, 2025, 12:29 PM UTC
We're currently investigating a reported system outage that's impacting patient check-in and provider account access.
- monitoring Apr 28, 2025, 12:51 PM UTC
The system is returning to normal. We are continuing to monitor the situation.
- resolved Apr 28, 2025, 04:00 PM UTC
The system issue preventing patient check-in and provider account access has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.
- postmortem Apr 29, 2025, 11:43 AM UTC
**Summary of event** On April 28, our monitoring system detected a sharp slowdown in platform performance, preventing some users from accessing doxy.me. This disruption lasted for approximately 35 minutes before service was restored by increasing system capacity. **Business impacts** During the incident, users were unable to access doxy.me for telehealth sessions, leading to delayed or missed appointments and interruptions in patient care. **Root cause** A recent system update unintentionally lowered the number of active servers. Because this deployment occurred after our daily resource allocations, the platform did not have sufficient capacity to handle the level of traffic, resulting in degraded performance. **How the issue was resolved** Once the root cause was identified, our engineering team increased the number of active servers. This promptly reduced system load and restored access for users. **Preventative next steps** * Update deployment procedures to appropriately size server capacity at the time updates are launched * Improve intra-day automated resource allocations and real-time monitoring