Healthise experienced a critical incident on March 11, 2021 affecting Coach and Communicate and 1 more component, lasting 47m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 11, 2021, 12:02 AM UTC
Healthwise-hosted solutions are experiencing network connectivity issues. Our Network Administrators and Engineers are working to fix the problem. We will post updates as we learn more.
- resolved Mar 11, 2021, 12:50 AM UTC
All network connectivity have been resolved. We will post a root cause analysis once we have completed our full investigation. If the investigation has not been completed within 1 week we will post an interim RCA with the information that we currently have available.
- postmortem Mar 12, 2021, 11:32 PM UTC
The purpose of this Root Cause Analysis \(RCA\) is to determine the causes that contributed to the lack of availability of all Healthwise applications on March 10, 2021. # Event Description At approximately 16:37 MST on March 10, 2021, Healthwise’s Security Operations team was alerted to the unavailability of Healthwise products. Healthwise’s Domain Name System \(DNS\) provider \(DynDNS\) began experiencing a disruption that caused DNS queries for Healthwise domains to fail, effectively preventing connectivity to all Healthwise products. DynDNS was able to restore their services and began responding to DNS queries to Healthwise domains at approximately 17:36 MST on March 10, 2021, restoring client connectivity to Healthwise products. The total duration of the incident was approximately 59 minutes. # Findings and Root Cause Based on the investigation conducted, Healthwise determined the following findings regarding this event: * an outage of Healthwise’s DNS provider, which DynDNS [described as a “configuration issue”](https://www.dynstatus.com/incidents/x8psymmjc5bw). * Healthwise products remained available during the entire incident. Only client connectivity to the Healthwise products was affected. # Corrective Action Healthwise is not recommending or implementing any corrective actions at this time.