Hypercare incident

Web Client real-time web sockets not connecting

Critical Resolved View vendor source →

Hypercare experienced a critical incident on April 15, 2026 affecting Notifications and Real-Time Syncing (Canadian Region), lasting 19h 50m. The incident has been resolved; the full update timeline is below.

Started
Apr 15, 2026, 10:42 PM UTC
Resolved
Apr 16, 2026, 06:33 PM UTC
Duration
19h 50m
Detected by Pingoru
Apr 15, 2026, 10:42 PM UTC

Affected components

Notifications and Real-Time Syncing (Canadian Region)

Update timeline

  1. identified Apr 15, 2026, 10:42 PM UTC

    An issue has been identified with Hypercare's Web Client platform where incoming messages are not appearing in real-time until a refresh of the page. Outgoing messages are sending to recipients and sending messages is not impacted.

  2. monitoring Apr 15, 2026, 11:01 PM UTC

    We have corrected a configuration error with our Domain Name System (DNS). If users of the Web Client platform are still experiencing a 'Reconnecting' banner, you will need to do a hard refresh of your browser (press Ctrl + Shift + R on your keyboard) to clear the cache. Note, depending on device and network configurations, DNS updates may take up to 24 hours to be implemented.

  3. resolved Apr 16, 2026, 06:33 PM UTC

    This incident has been resolved.