Doxy.me Website Not Loading (Services Are Functional)

Update timeline

1. investigating Dec 05, 2022, 10:04 PM UTC

   The doxy.me marketing page was not rendering correctly. Upon going to doxy.me, the site would load with incorrect formatting and was presenting a 500 error message. Any providers trying to login to doxy.me should use doxy.me/sign-in or use their clinic sign-in page to access their accounts.

2. resolved Dec 05, 2022, 10:04 PM UTC

   This incident has been resolved. We will post an RCA within the next few business days.

3. postmortem Dec 07, 2022, 05:45 PM UTC

   **Summary of event:** The [doxy.me](http://doxy.me/) marketing site was not successfully rendering on December 5th 2022 from 6:45AM to 8:06AM EST. Individuals trying to access the home page were presented with improperly formatted images and links, making it appear non-functional. **Business Impacts:** [Doxy.me](http://doxy.me/) services were not ultimately impacted. Providers may not have been able to log in via the [doxy.me](http://doxy.me/) homepage, but [doxy.me/sign-in](http://doxy.me/sign-in) and Clinic sign-in pages were working as expected. Patient check-in pages were not impacted. **Root cause:** There was an error with our marketing website hosting vendor which cascaded down to visible web pages. **How was the issue resolved:** The marketing site was restored to a checkpoint from the previous day. Shortly thereafter the website displayed correctly. **Preventative next steps:** The sequence of events leading up to the error has been identified and is being prevented in the future through an adjustment to policies and controls relating to this vendor.