HotDoc experienced a minor incident on April 18, 2024 affecting Sidebar and Connector, lasting 6h 28m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 18, 2024, 01:48 AM UTC
At 9:00 am today we identified a small percentage of HotDoc Customers who can no longer log into the sidebar. The connection between HotDoc and their practice management system is currently down. Our team are currently working to identify the cause of this disruption to implement a solution.
- monitoring Apr 18, 2024, 06:25 AM UTC
We’ve identified that the issue is related to practices using ESET as their Security Application, we’re working on getting helpful documentation together for practices to add an exemption, we’ll be sending this out shortly.
- resolved Apr 18, 2024, 08:16 AM UTC
We've worked on a solution to help resolve this matter. Please see our helpful step-by-step instructions to follow on your Database server: https://support.hotdoc.com.au/hc/en-gb/articles/9557690777871-Why-does-my-Sidebar-give-me-the-error-Failed-to-Authenticate-Connector