doxy.me experienced a major incident on November 1, 2021 affecting Doxy.me webpages, lasting 141d 2h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Oct 07, 2021, 07:20 PM UTC
We are aware of a bug introduced by the deployment of Safari 15 that is impacting all WebRTC systems. Many Safari 15 users may experience very low or hard to hear audio from their clients while on calls with their clients or providers. If you experience this issue during a call, please try another internet browser such as Google Chrome or Firefox. We are working internally and with our vendors to see if there is anything we can do to help mitigate the issue. Our Vendor has confirmed that they have filed a bug with Apple. We are also anticipating the issues will be resolved in an upcoming update by Apple. We do not have any information from Apple regarding an expected fix date. We have identified a workaround that is having some success with increasing the volume during sessions: 1) Open a new browser tab in that browser (DO NOT close the doxy tab) 2) Pull up http://youtube.com/ in the new tab 3) Select anything and play it for a few seconds 4) Close the tab with youtube in it and go back to Doxy tab 5) The Volume should be remain at the normal higher volume
- monitoring Nov 01, 2021, 01:34 PM UTC
We are aware of a bug introduced by the deployment of Safari 15 that is impacting all WebRTC systems. Many Safari 15 users may experience very low or hard to hear audio from their clients while on calls with their clients or providers. If you experience this issue during a call, please try another internet browser such as Google Chrome or Firefox. We are working internally and with our vendors to see if there is anything we can do to help mitigate the issue. Our Vendor has confirmed that they have filed a bug with Apple. We are also anticipating the issues will be resolved in an upcoming update by Apple. We do not have any information from Apple regarding an expected fix date. We have identified a couple workarounds that is having some success with increasing the volume during sessions: Workaround #1 1) Start a call 2) Open iOS settings > Accessibility > Hearing devices 3) Hearing Aid Compatibility> Toggle On/Off. The end result of leaving the setting on or off does not matter for the doxy.me call, just flip the setting. Note: Workaround 1 only impacts the current call. These steps would need to be repeated for your following calls. Workaround #2 1) Open a new browser tab in that browser (DO NOT close the doxy tab) 2) Pull up http://youtube.com/ in the new tab 3) Select anything and play it for a few seconds 4) Close the tab with youtube in it and go back to Doxy tab 5) The Volume should be remain at the normal higher volume
- monitoring Dec 21, 2021, 09:17 PM UTC
Apple has started rolling out iOS 15.2 which they claim has an improvement (not a permanent fix) for the Low Audio bug. They state that the audio is now coming out of both the ear piece and loudspeaker, so the audio volume should be louder after the update. Please note this is not the long term fix. Please check your device for this update. If you have a headset or AirPods that you can use, we recommend using those if you continue to experience problems with the low audio.
- monitoring Jan 11, 2022, 10:32 PM UTC
In a continuing effort to mitigate the low audio bug, we have found that following these steps helps resolve the issue during a call. When the patient says audio is low: 1. Copy this link and put it in your chat box: https://ccrma.stanford.edu/~jos/mp3/pno-cs.mp3 2. Ask the patient to click the link. When they click it they will hear a piano sound AND the volume will increase. 3. Ask them to close that tab and go back to the tab with doxy.me in it. 4. If the camera stops (this may happen occasionally) ask them to simply turn the camera off and on again to bring back the video. 5. The audio level should be back to normal now.
- monitoring Jan 11, 2022, 10:45 PM UTC
We are continuing to monitor for any further issues.
- monitoring Feb 21, 2022, 07:45 PM UTC
Based on Apple's suggestion, we have applied an update that forces an audio gain to impacted Apple devices to reduce the impact of this bug on our providers. Apple has separately developed a fix that is expected to be deployed with iOS 15.4. Apple is researching an additional scenario with 15.4 Beta where, when a participant mutes their microphone and then unmutes it, the low audio is experienced again.
- resolved Mar 22, 2022, 03:40 PM UTC
Apple has resolved the issue with the low audio bug by changing their configurations. We are considering this resolved.