Hypercare incident
Ongoing service interruptions from scheduled maintenance period
Hypercare experienced a critical incident on October 29, 2025 affecting Login and Single Sign On (Canadian Region) and Login and Single Sign On (U.S. Region) and 1 more component, lasting 8d 10h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 29, 2025, 09:00 AM UTC
As part of Hypercare’s recent upgrade to user account structures, the scheduled maintenance downtime has been extended beyond 05:00 EDT. All Hypercare services continue to be temporarily unavailable on our mobile applications (iOS and Android). These include, but are not limited to messaging, scheduling, on-call locating, and code activations. Our Web platforms (app.hypercare.com and admin.hypercare.com) are fully operational. We apologize for the inconvenience and are working on restoring all services.
- monitoring Oct 29, 2025, 10:13 AM UTC
All Hypercare services have resumed on all platforms. Users who are part of two or more Hypercare organizations are advised to verify they have remained logged in to all their desired Hypercare organizations, as these users may have been logged out during the maintenance period. Our team will continue to monitor services returning to operations.
- monitoring Oct 29, 2025, 10:14 AM UTC
Virtual paging services continue to be redirected to designated alternate numbers and we are working on resuming regular service.
- investigating Oct 29, 2025, 10:22 AM UTC
Escalations phone calls for code team activations is currently experiencing an issue. The team is investigating the root cause.
- monitoring Oct 29, 2025, 10:25 AM UTC
Escalations phone calls for code team activations has returned to operations.
- monitoring Oct 29, 2025, 10:45 AM UTC
Virtual Paging has returned to operations.
- monitoring Oct 29, 2025, 07:33 PM UTC
We are receiving support that some of the users are not able to view the list of chats from their account. We are currently investigating the cause of this issue and our engineering team is currently identifying a resolution.
- identified Oct 30, 2025, 04:24 AM UTC
We are aware of several issues following the recent deployment and our team is actively working to restore full service availability. The following functionalities are currently impacted: - (CA only) Some users are unable to load or view their chat list - (CA only) Some administrators are unable to access schedules - (CA only) Schedule and equity report downloads are temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
- identified Oct 30, 2025, 03:47 PM UTC
The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list The following functionalities are currently impacted, and the team is actively working on: - (CA only) Some administrators are unable to access schedules - (CA only) Schedule and equity report downloads are temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
- identified Oct 30, 2025, 04:26 PM UTC
The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list - NEW (CA only) Some administrators are unable to access schedules - NEW (CA only) Equity report downloads The following functionalities are currently impacted, and the team is actively working on: - (CA only) Schedule download is temporarily unavailable - (CA only) External schedule integration is paused - (CA only) Backup SMS delivery is currently unavailable - (CA and US) Directory Synchronization is paused We will provide an update as soon as these services are restored. Thank you for your patience and understanding.
- identified Oct 30, 2025, 06:00 PM UTC
The following issue has been resolved: - (CA only) Some users are unable to load or view their chat list - (CA only) Some administrators are unable to access schedules - (CA only) Equity report downloads - UPDATED (CA only) Schedule download is temporarily unavailable - UPDATED (CA only) Backup SMS delivery is currently unavailable The following functionalities are currently impacted, and the team is actively working on: - (CA only) External schedule integration is paused - (CA and US) Directory Synchronization is paused
- identified Oct 31, 2025, 04:39 PM UTC
The following issue has been resolved: - (CA only) Chat list loading issues - (CA only) Schedule access issues for administrators - (CA only) Equity report downloads - (CA only) Schedule download - (CA only) Backup SMS delivery - UPDATED (CA only) External schedule integration The following functionalities are currently impacted, and the team is actively working on: - (CA and US) Directory Synchronization is paused - NEW (CA and US) Some users may not receive push notifications since the migration. Recommended action: Users should remove and log out of all accounts from the device, then log in again.
- identified Nov 01, 2025, 02:53 AM UTC
The following issues have been resolved: - (CA and US) Nov 1 on-call shifts displayed an error when viewing the on-call schedule on Android. - (CA and US) Android app version 15.1.7 was released to resolve a notification bug impacting some US Region users. The following functionalities continue to remain impacted and the team is actively working on restoring full services: - (CA and US) Directory Synchronization is paused - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version (iOS app 18.4.2 and Android app 15.1.7), log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users can call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.
- identified Nov 04, 2025, 01:43 AM UTC
The following issues have been resolved: - (CA and US) Directory Synchronization has been turned back on - (CA and US) Shell accounts are now viewable on the On-Call page on iOS The following functionalities continue to remain impacted and the team is actively working on restoring full services: - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version, log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users are advised to call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.
- resolved Nov 06, 2025, 07:40 PM UTC
All critical Hypercare services have returned to normal operations. If users are experiencing any technical issues, call 1(877) 379-3533 for immediate assistance or email [email protected] for non-urgent inquiries.