doxy.me Outage History

Started Sep 01, 2026, 02:28 PM UTC· resolved Sep 01, 2026, 07:12 PM UTC

1. investigating Sep 01, 2026, 02:28 PM UTC

   We are investigating an issue affecting email invitations sent through doxy.me. Some providers may experience delayed or undelivered emails when using the Invite via Email feature. The doxy.me application remains available, and other ways of sharing a room link are not affected. Our team is investigating the issue, including a potential problem with our third-party email delivery provider. We will provide another update as soon as more information is available.

2. identified Sep 01, 2026, 03:34 PM UTC

   We’ve confirmed that the issue affecting email invitations sent using Invite Via is related to a disruption with Mandrill. Both teams are actively working to restore email delivery.

3. monitoring Sep 01, 2026, 06:46 PM UTC

   Mandrill has implemented a fix. We’re monitoring email invitations sent using Invite Via to confirm they are being delivered as expected.

4. monitoring Sep 01, 2026, 06:48 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Sep 01, 2026, 07:12 PM UTC

   The disruption with Mandrill has been resolved. Email invitations sent using Invite Via are now being delivered as expected.

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Started Jul 16, 2026, 08:10 AM UTC· resolved Jul 16, 2026, 12:09 PM UTC

1. investigating Jul 16, 2026, 08:10 AM UTC

   We are currently investigating an issue causing partial service disruption. While the website remains accessible, some functionality is not working as expected, including authentication and login. Our team is actively working with our upstream provider to identify the root cause and restore full functionality as quickly as possible. We will provide updates as we learn more.

2. identified Jul 16, 2026, 09:05 AM UTC

   We have identified the issue as a disruption affecting our authentication provider, caused by an ongoing AWS CloudFront incident. The website may remain accessible, but some users may be unable to log in or use certain platform functionality. Our provider is actively implementing mitigations to bypass the affected CloudFront service, and we are closely monitoring their progress. We will provide another update as soon as more information becomes available.

3. monitoring Jul 16, 2026, 11:26 AM UTC

   The service is continuing to recover, and we are seeing error rates steadily decrease. Our authentication provider has implemented a mitigation to work around the underlying AWS CloudFront issue, and functionality is being restored. We are continuing to monitor the platform closely to ensure the recovery remains stable. We will provide another update once the incident has been fully resolved.

4. resolved Jul 16, 2026, 12:09 PM UTC

   This incident has been resolved.

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Started Mar 23, 2026, 04:28 PM UTC· resolved Mar 24, 2026, 09:32 AM UTC

1. investigating Mar 23, 2026, 04:28 PM UTC

   We're investigating a system-wide performance degradation impacting many users.

2. monitoring Mar 23, 2026, 11:34 PM UTC

   Service is returning to normal. We are continuing to monitor the situation.

3. resolved Mar 24, 2026, 09:32 AM UTC

   The issue has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a full report will be provided.

4. postmortem Mar 27, 2026, 08:33 PM UTC

   **Summary of event:** On March 23, doxy.me experienced intermittent service disruptions during a planned system upgrade. A combination of internal issues and a third-party service issue led to degraded performance throughout the day. **Incident Classification:** Service disruption caused by a combination of internal system changes and a third-party service issue. This was not a security breach. **Business impacts:** Some users experienced dropped calls, difficulty accessing History and Analytics, and issues with Custom Waiting Rooms. **Data Impact:** No evidence of unauthorized access, disclosure, or loss of customer data or PHI. Some data was temporarily unavailable during the incident but has been fully restored. **Root cause:** The disruption was caused by overlapping issues, including a third-party service not updating correctly, delays in loading History, and a migration issue affecting some settings. **How the issue was resolved:** Our team deployed fixes throughout the day and paused the upgrade to prevent further impact. Service returned to normal after all issues, including the third-party issue, were resolved. **Preventative next steps:** We are improving our system upgrade process, strengthening safeguards around third-party services, and enhancing monitoring to respond more quickly in the future.

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Started Jan 06, 2026, 06:21 PM UTC· resolved Jan 06, 2026, 08:00 PM UTC

1. investigating Jan 06, 2026, 06:21 PM UTC

   We are currently investigating a reported system outage that's impacting provider log in.

2. monitoring Jan 06, 2026, 07:00 PM UTC

   Provider login is returning back to normal. We are continuing to monitor the situation.

3. resolved Jan 06, 2026, 08:00 PM UTC

   The issue impacting provider login has been resolved. The doxy.me system is functioning as normal. Once our investigation is complete, a post-mortem will be provided.

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Started Oct 29, 2025, 04:22 PM UTC· resolved Oct 29, 2025, 06:22 PM UTC

1. investigating Oct 29, 2025, 04:22 PM UTC

   We are currently investigating an issue affecting some provider logins on doxy.me. Users may experience a blank or unresponsive login page. Initial investigation indicates that the issue originates from our authentication system, which is currently experiencing a global outage related to CDN configuration. We’re actively monitoring the situation and working to ensure service stability. Components Affected: • Provider Sign-In • Authentication Service

2. monitoring Oct 29, 2025, 04:46 PM UTC

   Fix for the issue with auth CDN provider is applied, and login services on doxy.me are now recovering. We are continuing to monitor performance and accessibility across all regions to ensure full stability. Components Affected: • Provider Sign-In • Authentication Service

3. resolved Oct 29, 2025, 06:22 PM UTC

   This incident has been resolved. All login and authentication services are now operating normally.

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Started Oct 20, 2025, 09:56 AM UTC· resolved Oct 21, 2025, 09:38 AM UTC

1. investigating Oct 20, 2025, 09:56 AM UTC

   We’re investigating an issue causing file uploads (like check-in photos) to fail and preventing some new sessions from starting. Ongoing calls are working normally. The issue appears related to an AWS outage and we’re monitoring their progress.

2. monitoring Oct 20, 2025, 10:20 AM UTC

   A fix has been implemented by our AWS partner, and affected doxy.me services are recovering. File uploads and new session starts are operating normally, but we’re continuing to monitor to ensure full stability.

3. monitoring Oct 20, 2025, 10:20 AM UTC

   A fix has been implemented by our AWS partner, and affected doxy.me services are recovering. File uploads and new session starts are operating normally, but we’re continuing to monitor to ensure full stability.

4. investigating Oct 20, 2025, 02:49 PM UTC

   A doxy.me partner, AWS, is experiencing an issue that is now impacting some provider sign-ins, site functionality, and file uploads. We’re monitoring AWS and will share updates as they become available.

5. investigating Oct 20, 2025, 08:04 PM UTC

   The ongoing AWS issue continues to affect some doxy.me services. We’re closely monitoring the situation and will share updates as they are available.

6. resolved Oct 21, 2025, 09:38 AM UTC

   The AWS issue has been resolved and all doxy.me services are now functioning normally.

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Started Sep 08, 2025, 11:36 AM UTC· resolved Sep 11, 2025, 03:54 PM UTC

1. investigating Sep 08, 2025, 11:36 AM UTC

   We are investigating an issue with our SMS partner affecting custom SMS delivery. Default SMS continues to work as expected.

2. identified Sep 08, 2025, 02:51 PM UTC

   The issue has been identified with our SMS provider and work is underway on a long-term solution. Custom SMS appointment invites are currently sending, but there may still be disruptions.

3. monitoring Sep 09, 2025, 04:49 PM UTC

   Custom SMS appointment invites are sending reliably and we’re continuing to monitor.

4. resolved Sep 11, 2025, 03:54 PM UTC

   After a period of monitoring, we have confirmed SMS appointment invites are sending normally and the issue is resolved.

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Started Apr 28, 2025, 12:29 PM UTC· resolved Apr 28, 2025, 04:00 PM UTC

1. 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.

2. monitoring Apr 28, 2025, 12:51 PM UTC

   The system is returning to normal. We are continuing to monitor the situation.

3. 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.

4. 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

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Started Mar 13, 2025, 09:08 PM UTC· resolved Mar 13, 2025, 10:07 PM UTC

1. investigating Mar 13, 2025, 09:08 PM UTC

   We're actively investigating an outage affecting Apps, such as File Transfer and Whiteboard.

2. identified Mar 13, 2025, 09:53 PM UTC

   We've identified the cause of the outage. Our team is working on a fix, and we’ll share updates as we make progress.

3. monitoring Mar 13, 2025, 09:55 PM UTC

   Monitoring - App functionality has been restored. We’ll continue to monitor the situation.

4. resolved Mar 13, 2025, 10:07 PM UTC

   The issue causing the app outage has been fixed and the system is now fully operational. All apps are functioning normally. A post-mortem report will be provided in the coming days.

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Started Oct 25, 2024, 12:36 AM UTC· resolved Oct 25, 2024, 11:28 AM UTC

1. investigating Oct 25, 2024, 12:36 AM UTC

   We’re aware that patients are not appearing in their provider’s waiting room queue, and we are actively investigating the issue. We will provide updates as soon as we have more information. Thank you for your patience.

2. monitoring Oct 25, 2024, 10:02 AM UTC

   System is returning back to normal. We are continuing to monitor the situation.

3. resolved Oct 25, 2024, 11:28 AM UTC

   We recently encountered an issue that prevented patients from appearing in their provider’s waiting room queue. This issue has now been resolved, and patient check-in is functioning as expected. We will provide a post-mortem report in the coming days.

4. postmortem Nov 04, 2024, 02:08 PM UTC

   **Summary of event**: On October 24, patients who successfully checked in did not appear in the Waiting Room queue due to an incident from our real-time partner, PubNub. PubNub provides the technology that enables instant updates to [doxy.me](http://doxy.me) when a patient has joined a provider's Waiting Room and allows us to start a video call. This led to an outage on [doxy.me](http://doxy.me) approximately between October 24, 7:15 AM ET - 10:00 AM ET and October 24, 8:15 PM ET - October 25, 6:00 AM ET. **Business impacts:** Although providers were able to log in, their Waiting Room queue remained empty, preventing a session from starting between the patient and provider. **Root cause:** Our real-time partner, PubNub, encountered an unusual surge in traffic from sources other than [doxy.me](http://doxy.me), that temporarily overwhelmed their system, preventing it from responding quickly enough. As a result, PubNub’s communications to [doxy.me](http://doxy.me) were interrupted, causing patients to not appear in the Waiting Room queue. **How was the issue resolved:** PubNub blocked the source of surging traffic and made changes to handle the increased demand. Once PubNub made this update, [doxy.me](http://doxy.me) was fully operational again. [Doxy.me](http://Doxy.me) did not make any changes. **Preventative next steps:** [Doxy.me](http://Doxy.me) will collaborate with PubNub to ensure PubNub can manage traffic surges from its other customers and maintain scalable infrastructure, minimizing any potential impact on [doxy.me](http://doxy.me) services and customers.

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Started Oct 24, 2024, 11:32 AM UTC· resolved Oct 24, 2024, 04:00 PM UTC

1. investigating Oct 24, 2024, 11:32 AM UTC

   We are currently investigating this issue of patients not being able to check in and start call. We will update this status as soon as we have more information

2. identified Oct 24, 2024, 01:06 PM UTC

   Our real-time service provider has identified the issue and is working on a fix. We will continue to monitor and work towards restoring our services.

3. monitoring Oct 24, 2024, 02:09 PM UTC

   Our real-time service provider is seeing improvements with the patient check-in and appointment start issues, and we will continue to closely monitor the recovery process

4. resolved Oct 24, 2024, 04:00 PM UTC

   Resolved - The issue affecting patient check-ins and starting doxy.me appointments has been resolved and will continue to be monitored to ensure stable performance

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