gaiia software Outage History

During short intermittent periods, some automated messages have failed to send. Affected message types include: billing communications, account and security messages, service and appointment updates, text messages (SMS), marketing and CRM synchronization. Our engineers have identified the issue and are working to resolve it.

Customers using IPPAY as their payment processor may be unable to create new credit card payments. Customers on other processors are not affected. Other payment methods are also unaffected, and existing payments and data are not impacted. We are engaged with IPPAY on a resolution.

The issue has been identified as a WAF (firewall) rule meant to protect against denial of service. The service is back online, and we continue to investigate the cause of the traffic spike.

Issue has been identified, working on bringing the service back up.

The issue has been identified and a fix is being implemented. Missing tickets will be automatically created when the fix is in place.

We are continuing to work on a fix for this issue.

A security feature (SSL pinning) used by the mobile app broke when a certificate was auto-renewed during the night, preventing field technicians to log into the platform. A new build fixing the issue has been sent to the App Stores and we are awaiting their review.

Until the new builds are available in the iOS and Android Stores, technicians can look at their schedules and work orders using this web-based version: https://app.gaiia.com//workforce/technician-platform

While we wait for the Apple App Store review, iOS users can use this test build: https://testflight.apple.com/join/Xheq184u. This might require uninstalling the previous version of the app to force usage of the new version.

Android version 1.11.2 is now available in the store. On the iOS front, the build is still under review from the App Store.

We are still awaiting review from the iOS App Store. Android users can use the field service app as usual.

We are still impatiently waiting for the iOS App Store team to review the build we submitted on Sunday morning. As a reminder, in the mean time, iOS users can either download the build from TestFlight here: https://testflight.apple.com/join/Xheq184u or use the web-based version here: https://app.gaiia.com//workforce/technician-platform.

https://www.cloudflarestatus.com/incidents/8gmgl950y3h7 We are currently experiencing service degradation due to a widespread Cloudflare outage that is impacting many services globally. This issue affects our analytics module, which is currently unavailable. Login is also partially degraded, and some users may encounter delays or intermittent failures. We are already seeing some recovery, but we will be monitoring the situation closely and will restore full functionality as soon as Cloudflare resolves the incident.

We are still seeing intermittent issues with login. The problem appears to be related to the OAuth redirect, which is still affected by the Cloudflare incident. Magic link authentication works normally and is recommended if you encounter issues signing in. For customers who have SAML SSO enabled, SSO is also functioning as expected. We are observing signs of recovery in our analytics module, though it may still be unstable or intermittently unavailable for some customers. We are actively monitoring the situation and will share further updates as things evolve.

https://www.cloudflarestatus.com/incidents/8gmgl950y3h7 Cloudflare has begun implementing a fix for their incident, and some of their services are starting to recover. Despite this progress, our own testing shows that login and analytics in gaiia remain degraded. Magic link authentication remains reliable, and customers with SAML SSO enabled can continue to use SSO without interruption. OAuth-based login continues to be affected. Analytics is still unstable and may not load consistently. We are monitoring Cloudflare's recovery efforts and will provide another update as soon as we observe improvements on our side.

GoDaddy has been identified as the cause of the issue. We are working on a remediation.

We are currently observing elevated error rates in multiple microservices. Many other AWS users are reporting connectivity problems as well, but we are waiting for an official statement from AWS. We continue to monitor the impacts.

We are continuing to work on a fix for this issue.

Connectivity errors are already trending downwards, and we are now seeing a handful of errors per minute.

The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

We are continuing to work on a fix for this issue.

The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

The issue has been identified as an outage from our embedded analytics provider Explo https://status.explo.co.

Latest update from Heroku, the cloud hosting provider behind Explo: "We have restarted a subset of our Heroku instances. This has shown positive results for the impacted services. We are working to restart the rest of the Heroku instances to fully restore the services. We are continuing to validate and closely monitor the services."

Latest note from Heroku: "We've restarted Heroku's internal platform apps and are actively monitoring to confirm whether the issue is resolved. However, errors are resurfacing." You can follow along here: https://status.salesforce.com/generalmessages/10001540

New update from Heroku: "The Heroku dashboard is now back online. Customers can now attempt to recycle their dynos on the dashboard. Specific instructions for recycling dynos will be shared shortly." New update from Explo: "We don't know exactly the implication of this yet and are testing on our side. Meanwhile the team is doing some final testing on the [disaster recovery] AWS service. We will update shortly based on what we learn from both points."