Hypercare incident

[CA & US Region] Android login flow is not functioning as expected

Critical Resolved View vendor source →

Hypercare experienced a critical incident on July 10, 2024 affecting Login and Single Sign On (Canadian Region) and Login and Single Sign On (U.S. Region), lasting 2h 47m. The incident has been resolved; the full update timeline is below.

Started
Jul 10, 2024, 05:44 PM UTC
Resolved
Jul 10, 2024, 08:31 PM UTC
Duration
2h 47m
Detected by Pingoru
Jul 10, 2024, 05:44 PM UTC

Affected components

Login and Single Sign On (Canadian Region)Login and Single Sign On (U.S. Region)

Update timeline

  1. investigating Jul 10, 2024, 05:44 PM UTC

    Users might encounter issue when logging in. We are currently investigating the issue.

  2. investigating Jul 10, 2024, 05:46 PM UTC

    Issue is isolated to Android only.

  3. identified Jul 10, 2024, 06:06 PM UTC

    The issue has been identified and a fix is under testing.

  4. identified Jul 10, 2024, 06:23 PM UTC

    The Android app version is currently under testing and review. In the meantime, if users are logged out from the account and not logged into any mobile device, they should receive SMS for every message they receive if they have a mobile number on profile. Users can log into web to check messages until the issue is fixed. Users can also add their phone number to their profile following this instruction: https://support.hypercare.com/hc/en-us/articles/24953957201037-How-to-Add-an-Email-Address-and-Mobile-Number-to-Your-Profile

  5. resolved Jul 10, 2024, 08:31 PM UTC

    The fix is tested and released on Google Playstore. Users are strongly advised to update their app to the latest version 14.1.9 to ensure they can login to Hypercare.