Hypercare incident
[CA & US Region] Users being logged out of Hypercare app
Hypercare experienced a minor incident on November 20, 2024 affecting Notifications and Real-Time Syncing (Canadian Region) and Notifications and Real-Time Syncing (U.S. Region), lasting 12d 21h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 20, 2024, 08:14 PM UTC
We are currently investigating reports of users being routinely logged out of their Hypercare app on Android and iOS devices, impacting their ability to receive app push notifications. Reports have been received from users in both CA and US region. Our Engineering team is investigating potential root causes for this unexpected behaviour on some user devices. Users are being encouraged to turn on Safeguard Notifications in Hypercare should they wish to receive a back-up notifications. https://support.hypercare.com/hc/en-us/articles/5376178050445-Safeguard-Notifications-FAQ
- investigating Nov 21, 2024, 01:19 AM UTC
Minor enhancements have been made to our iOS app. Please ensure Users on an iPhone update their app to version 18.3.16, which is now available in the App Store.
- monitoring Nov 25, 2024, 03:12 PM UTC
Minor enhancements were made to our iOS app on November 20, 2024 to address potential causes of Users being logged out from the app. Reports cases of logs outs have decreased and Users are being encouraged to ensure their iOS app is updated to version 18.3.16. Our team will continue to monitor the issue and report further updates as they become available.
- resolved Dec 03, 2024, 05:29 PM UTC
Updates to our iOS app on November 20, 2024 have addressed the issue of Users being logged out from the Hypercare app. Users are being encouraged to ensure their iOS app is updated to version 18.3.16 or later.