doxy.me experienced a minor incident on June 7, 2021 affecting Doxy.me webpages, lasting 1h 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jun 07, 2021, 12:58 PM UTC
We are currently investigating this issue.
- monitoring Jun 07, 2021, 01:17 PM UTC
Doxy.me pages are now loading, and we are now having successful calls internally. If you are still experiencing the server error page, please do a hard refresh or open a new browser to resume using doxy.me. To do a hard refresh, try one of the following based on your device: For Mac users: - Hold Shift and click the reload button on your browser - Press the Command, Shift, and R keys at the same time For Windows users: - Hold down Ctrl and click the Reload button. - Hold down Ctrl and click F5. - Hold down Ctrl + Shift and click R. We are continuing to research for the root cause of the server errors this morning.
- resolved Jun 07, 2021, 02:22 PM UTC
This incident has been resolved. We will be providing a post mortem in the next 2 business days.
- postmortem Jun 08, 2021, 02:49 PM UTC
* **Summary of event:** Users trying to access [doxy.me](http://doxy.me) were experiencing ‘Server Problem’ error pages. * **Business Impacts:** Providers were unable to log in to start calls. Patients were not able to check in to see their providers. * **Root cause:** An update deployed last Thursday \(6/3/21\) contained an incorrect change to database indexes. Under the load of users today, the pods began to restart frequently. This created additional strain on the servers. * **How the issue was resolved:** We added temporary resources to help stabilize the working environment. * **Preventative next steps:** The incorrect change to the database indexes will be rolled back and taken out of our production codebase so users won’t be affected.