Hypercare incident

[CA Region, Web Portal] User Contact Page Not Loading

Minor Resolved View vendor source →

Hypercare experienced a minor incident on October 28, 2025 affecting Login and Single Sign On (Canadian Region) and Viewing Who is On-Call (Canadian Region), lasting 5h 29m. The incident has been resolved; the full update timeline is below.

Started
Oct 28, 2025, 10:20 AM UTC
Resolved
Oct 28, 2025, 03:50 PM UTC
Duration
5h 29m
Detected by Pingoru
Oct 28, 2025, 10:20 AM UTC

Affected components

Login and Single Sign On (Canadian Region)Viewing Who is On-Call (Canadian Region)

Update timeline

  1. investigating Oct 28, 2025, 10:20 AM UTC

    [CA Region, Web only] The web application in Canada region is having the below issues: - Login via single-sign-on. Logged in users are advised to stay logged in - Viewing the contact profile details of users. Searching users is impacted Mobile users are not impacted. The engineers are currently investigating the issues.

  2. identified Oct 28, 2025, 12:24 PM UTC

    [Canada Region] The engineers are working on a hot fix for the web SSO login issue, as well as user profile viewing and searching.

  3. identified Oct 28, 2025, 01:20 PM UTC

    [Canada Region] User profile viewing and searching is fixed. Engineers are working on fixing the SSO login issue.

  4. monitoring Oct 28, 2025, 02:39 PM UTC

    [Canada region] The fix for SSO login on web browser has been deployed. Users are now able to login to their Hypercare accounts.

  5. resolved Oct 28, 2025, 03:50 PM UTC

    The incident is resolved and closing this incident.