[Canada and US] Directory Synchronization Feature Temporarily Disabled

Update timeline

1. identified Mar 03, 2026, 06:34 AM UTC

   We have temporarily disabled the Directory Synchronization feature (automatic user provisioning and deprovisioning) in both Canada and US regions, as it has been identified that configuration adjustments are needed to ensure the feature operates in full capacity within our new cloud environment. A fix is underway and a full sync will be ran against applicable organizations when the feature is re-enabled. For users that need to be on an on-call schedule prior to the fix being released, organization administrators are advised to create accounts manually for users via the Admin Portal (admin.hypercare.com). Alternatively, you may contact Hypercare Support ([email protected] or 1(877) 379-3533) for advice on next steps. Users can continue to log into their organizations with Single Sign-On (SSO), if enabled. SSO is not impacted by this incident.

2. resolved Mar 30, 2026, 08:26 PM UTC

   Directory Synchronization has been enabled. Following the deployment of a fix on March 26, we have completed the following recovery steps: - Full Synchronization: All Active Directory records were resynced between March 26-28 to ensure data accuracy. - Real-time Updates: Webhooks are now active and capturing directory changes (adds, moves, and changes) as they occur. - Final Phase: We are currently finalizing the enablement for a small subset of organizations with specific shared-account configurations. Organization administrators have been sent a detailed briefing regarding their specific sync status. If you have immediate questions, please contact [email protected].