iQmetrix Outage History

iQmetrix had 48 outages in the last 2 years totaling 256h 23m of downtime — averaging 2 incidents per month.

There were 48 iQmetrix outages since July 24, 2024 totaling 256h 23m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.iqmetrix.com

Major June 6, 2025

ISPU Setup Error - Not Enabled Error

Detected by Pingoru: Jun 06, 2025, 01:39 PM UTC
Resolved: Jun 06, 2025, 02:16 PM UTC
Duration: 37m

Affected: Hub

Timeline · 4 updates

investigating Jun 06, 2025, 01:39 PM UTC

We are currently seeing an issue with ISPU Setup receiving the error 'In-Store Pick up is not enabled for this company' in Hub. We have engaged our Incident Management Team and are currently investigating. More Updates to follow.
investigating Jun 06, 2025, 01:53 PM UTC

Our Teams are continuing to investigate the source of the issue. We have engaged additional teams internally. More updates to follow.
monitoring Jun 06, 2025, 02:07 PM UTC

Our team believes they have identified the issue and are currently monitoring. We are seeing successes but want to remain in a monitoring state until we confirm full resolution of the issue. More updates to follow.
resolved Jun 06, 2025, 02:16 PM UTC

This incident has ben resolved. We are giving the all clear

Read the full incident report →

Major April 14, 2025

RQ Login Issue

Detected by Pingoru: Apr 14, 2025, 08:11 PM UTC
Resolved: Apr 14, 2025, 08:19 PM UTC
Duration: 7m

Affected: Logins

Timeline · 3 updates

investigating Apr 14, 2025, 08:11 PM UTC

We are currently receiving reports of Login issues with RQ. Our Incident Management Team has been engaged and is currently investigating the issue. More updates to follow.
investigating Apr 14, 2025, 08:15 PM UTC

Our Incident Management team has confirmed that this may be impacting Logins and Reporting. We are actively investigating the incident. More Updates to follow.
resolved Apr 14, 2025, 08:19 PM UTC

The incident related to Logins has been Resolved. Please exit and re-launch the application. If you are still experiencing issues, please reach out to our Support Team.

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Major April 8, 2025

Payment Partial Disruption - Unable to Initialize after 'Declined' Response

Detected by Pingoru: Apr 08, 2025, 07:45 PM UTC
Resolved: Apr 08, 2025, 11:14 PM UTC
Duration: 3h 28m

Affected: Integrated Payments

Timeline · 5 updates

investigating Apr 08, 2025, 07:45 PM UTC

We have reports from some client of payments throwing a 'Declined' response and then failing device initialization after. Our Incident Management Team has been engaged and is currently investigating. More updates to follow.
investigating Apr 08, 2025, 08:01 PM UTC

Our team is currently implementing mitigation procedures and continuing to investigate the source of the issue. More updates to follow.
investigating Apr 08, 2025, 08:46 PM UTC

Our team is continuing to investigate and gather data related to the ongoing incident. Mitigation steps so far have had limited success. More updates will follow.
investigating Apr 08, 2025, 10:16 PM UTC

Our team is continuing to investigate and gather data related to the ongoing incident. Mitigation steps so far have had limited success. More updates will follow.
resolved Apr 08, 2025, 11:14 PM UTC

The issue involving Payment Processing has now been resolved. F5 added 2 new IPs to one of the regions iQmetrix uses, today they had maintenance in the region and they moved to using the new IPs. Given that we had not allowlisted them our PCI environment started rejecting the calls with a 403 error message causing the issue. All systems have returned to normal. If you are still experiencing issues, please reach out and engage our Support Team.

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Major April 1, 2025

AppleCare Canada Invoice Failure

Detected by Pingoru: Apr 01, 2025, 06:39 PM UTC
Resolved: Apr 03, 2025, 03:35 PM UTC
Duration: 1d 20h

Affected: Warranty

Timeline · 9 updates

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Critical March 26, 2025

RQ Service Disruption - Multiple Services impacted

Detected by Pingoru: Mar 26, 2025, 04:40 PM UTC
Resolved: Mar 26, 2025, 05:24 PM UTC
Duration: 44m

Affected: General RQLogins

Timeline · 4 updates

investigating Mar 26, 2025, 04:40 PM UTC

RQ is currently experiencing a Service Disruption. Clients are reporting issues with login/authentication as well as other services being impacted. Our Incident Management team has been engaged and is actively investigating the issue. More updates to follow.
investigating Mar 26, 2025, 04:50 PM UTC

Our Incident Management team is currently performing mitigation procedures to resolve the issue. We are still investigating and identifying the root cause. More updates to follow.
monitoring Mar 26, 2025, 05:05 PM UTC

Mitigation procedures were implemented and we are seeing increased system health. We are currently moving this incident to a monitoring state. More updates will follow.
resolved Mar 26, 2025, 05:24 PM UTC

This issue is now resolved and our internal teams have given the all clear. All systems have returned to normal. If you are still having issues please reach out and engage our Support Team.

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Major March 4, 2025

Viva Tracker Service Disruption

Detected by Pingoru: Mar 04, 2025, 03:38 PM UTC
Resolved: Mar 04, 2025, 03:43 PM UTC
Duration: 5m

Affected: Website Log-in

Timeline · 2 updates

investigating Mar 04, 2025, 03:38 PM UTC

We are currently seeing a service disruption related to VivaTracker. Our Team is actively investigating the issue. More updates to follow.
resolved Mar 04, 2025, 03:43 PM UTC

This incident has been resolved.

Read the full incident report →

Notice March 3, 2025

RQ Disruption - Multiple RQ Services

Detected by Pingoru: Mar 03, 2025, 04:52 PM UTC
Resolved: Mar 04, 2025, 03:47 PM UTC
Duration: 22h 55m

Affected: General RQLogins

Timeline · 8 updates

identified Mar 03, 2025, 04:52 PM UTC

Currently we are seeing a service disruption related to multiple services within RQ. Our Incident Management Team has identified this may be related to a larger Microsoft outage that is currently on going. More updates to follow.
identified Mar 03, 2025, 05:05 PM UTC

Currently our Incident Management team is moving traffic to restore service. The issue has been identified as a Microsoft issue however we are attempting to failover to see if it will mitigate the impact. More updates to follow.
identified Mar 03, 2025, 05:30 PM UTC

After the failover we are still seeing timeouts but invoicing is showing improvement. Our team is continuing to work on mitigating the incident. More updates to follow.
identified Mar 03, 2025, 05:54 PM UTC

Our team has implemented additional mitigation measures and is currently monitoring to see impact. More updates to follow.
identified Mar 03, 2025, 06:03 PM UTC

Our team is continuing to monitor and investigate mitigation steps related to the Microsoft incident. The majority of impact appears to be for Canadian clients however may not be limited to them. We have currently not seen invoice impact for US Clients and will continue to monitor. Additional updates to follow.
identified Mar 03, 2025, 06:26 PM UTC

Our Incident Management Team has confirmed everything is looking healthy. Largest impact was on Canadian clients however we did see timeouts in RQ for a subset of American clients, if you were experiencing issues during that time please reach out to our Support team to investigate further. We will continue to monitor but at this time we are resolving this incident.
identified Mar 04, 2025, 03:27 PM UTC

Resolved
resolved Mar 04, 2025, 03:47 PM UTC

This incident has been resolved.

Read the full incident report →

Minor March 3, 2025

RQ Support Service Degraded

Detected by Pingoru: Mar 03, 2025, 04:41 PM UTC
Resolved: Mar 04, 2025, 03:47 PM UTC
Duration: 23h 6m

Affected: General RQ

Timeline · 4 updates

investigating Mar 03, 2025, 04:41 PM UTC

Currently we are seeing an impact some Support Services. Clients are still able to access live chat and submit support requests. Other support services are impacted which may delay response times. We are actively working to resolve the issue.
identified Mar 03, 2025, 07:48 PM UTC

We have identified that the issue is related to impacted Microsoft services specifically O365 services. We are waiting for confirmation from Microsoft on resolution before some support services are restored. Live Chat and email submission has no impact currently.
identified Mar 04, 2025, 03:30 PM UTC

We are continuing to work on a fix for this issue.
resolved Mar 04, 2025, 03:47 PM UTC

This incident has been resolved.

Read the full incident report →

Major February 27, 2025

RQ Service Disruption - Accounts/Auth

Detected by Pingoru: Feb 27, 2025, 05:31 PM UTC
Resolved: Feb 27, 2025, 05:52 PM UTC
Duration: 20m

Affected: General RQ

Timeline · 3 updates

investigating Feb 27, 2025, 05:31 PM UTC

Our Alerting and client reports have indicated an issue with RQ that may be impacting multiple services including Logins and Invoicing. Our team is actively investigating the issue to work towards a resolution. More updates to follow.
investigating Feb 27, 2025, 05:43 PM UTC

Our Team is still investigating the source of the issue. All services that our Incident Management team has checked are healthy. Possibly related to a larger internet traffic issue and our team is working to confirm. More updates to follow.
resolved Feb 27, 2025, 05:52 PM UTC

Errors have stabilized and are seeing reports of successes. All signs point to a broader internet outage beyond our control. We are standing down. If you have any lingering issues please reach out to our Support team.

Read the full incident report →

Minor February 19, 2025

iQmetrix Support - Live Chat and Offline Chat Service Disruption

Detected by Pingoru: Feb 19, 2025, 03:23 PM UTC
Resolved: Feb 19, 2025, 04:05 PM UTC
Duration: 42m

Affected: General RQ

Timeline · 2 updates

investigating Feb 19, 2025, 03:23 PM UTC

We are currently experiencing an issue with our Live Chat Support for RQ. This is impacting Live Chat and Offline Support Case submission via the Support and Community website. You are still able to submit Support cases via our direct email at [email protected]. We are actively engaged with Salesforce Technical Support to resolve the issue. More updates to follow.
resolved Feb 19, 2025, 04:05 PM UTC

The issue has been identified as an endpoint change that was made on Salesforce servers. This was not communicated out to our team. We have updated the endpoints and service should now be working as expected. We are marking this issue as resolved.

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Major February 13, 2025

RQ Universal Login

Detected by Pingoru: Feb 13, 2025, 03:55 PM UTC
Resolved: Feb 13, 2025, 04:48 PM UTC
Duration: 52m

Affected: Logins

Timeline · 4 updates

investigating Feb 13, 2025, 03:55 PM UTC

We have reports of login issues with RQ. Our team is investigating the issue and working on remediation. Some re-attempts to login have been successful but we are still seeing failures. More updates to follow.
investigating Feb 13, 2025, 04:14 PM UTC

Our team is still investigating this issue. We expect this would have broad impact , not just login issues. Our team is actively working on a resolution to the issue. More updates to follow.
monitoring Feb 13, 2025, 04:15 PM UTC

Our team has implemented a fix and currently monitoring the issue. More updates to follow.
resolved Feb 13, 2025, 04:48 PM UTC

Our team is now marking this issue as resolved. We are continuing to see traffic being served fast and successfully since we implemented the fix. If you continue to experience issues, please reach out to our Support team with information.

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Major February 12, 2025

RQmobile Carrier Integration Disruption

Detected by Pingoru: Feb 12, 2025, 03:53 PM UTC
Resolved: Feb 12, 2025, 04:30 PM UTC
Duration: 36m

Affected: Carrier Integration

Timeline · 3 updates

identified Feb 12, 2025, 03:53 PM UTC

Carrier Integration on RQmobile is throwing errors when attempting to integrate. Our Incident Management Team has identified the issue and are currently looking at a rollback of the service. More updates to follow.
monitoring Feb 12, 2025, 04:25 PM UTC

Our Team has completed the rollback of the service and is currently monitoring. More updates to follow.
resolved Feb 12, 2025, 04:30 PM UTC

Our team has monitored and we have clients reporting successes. We are marking the incident as all clear. If you have any further issues please reach out to our Support Team with additional information for investigation.

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Minor January 9, 2025

Latency and connection issues impacting payments

Detected by Pingoru: Jan 09, 2025, 04:02 PM UTC
Resolved: Jan 09, 2025, 04:32 PM UTC
Duration: 29m

Affected: Integrated Payments

Timeline · 3 updates

identified Jan 09, 2025, 04:02 PM UTC

We have reports of some clients in the Eastern region receiving errors when processing payments. Our Incident Management team is currently investigating and believe the issue may be related to an issue with Microsoft Azure services. More to follow.
monitoring Jan 09, 2025, 04:21 PM UTC

We are receiving reports of successful transactions. Our Incident Management implemented mitigation and has moved traffic from the impacted Microsoft Services. We are currently monitoring the issue.
resolved Jan 09, 2025, 04:32 PM UTC

Our Incident Management team has given the all clear for this issue. If you continue to experience problems, please reach out to our support team for investigation.

Read the full incident report →

Major October 11, 2024

RQ Slowness/Latency and timeouts

Detected by Pingoru: Oct 11, 2024, 07:31 PM UTC
Resolved: Oct 11, 2024, 08:10 PM UTC
Duration: 38m

Affected: General RQ

Timeline · 5 updates

investigating Oct 11, 2024, 07:31 PM UTC

Our team is currently aware of clients experiencing latency and timeouts in RQ. Our team is currently investigating this and actively working towards a cause and resolution. Additional updates to follow.
investigating Oct 11, 2024, 07:36 PM UTC

We are continuing to investigate this issue.
identified Oct 11, 2024, 07:49 PM UTC

Our Incident Management team is currently cycling impacted servers and implementing mitigation procedures. This should alleviate latency issues soon. Additional updates to follow.
monitoring Oct 11, 2024, 08:01 PM UTC

Our team has implemented a fix and are seeing error rate's dropping. We are currently monitoring the issue. Additional updates will follow.
resolved Oct 11, 2024, 08:10 PM UTC

This incident is now resolved. Our telemetry is currently showing no errors during the monitoring period. Our Incident Management team has given the all clear. Please reports any further issues to our Support Team in an new Support Request.

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Minor September 20, 2024

RQ Slowness/Performance Disruption

Detected by Pingoru: Sep 20, 2024, 07:03 PM UTC
Resolved: Sep 20, 2024, 07:45 PM UTC
Duration: 42m

Affected: General RQ

Timeline · 4 updates

investigating Sep 20, 2024, 07:03 PM UTC

Currently we are receiving reports of slowness and latency within RQ Consoles. Our team is currently investigating this issue separately and we will provide additional updates on this moving forward.
investigating Sep 20, 2024, 07:24 PM UTC

Our team is continuing to investigate the cause. We have implemented an increase in CPU and are monitoring impacts this has on performance. More updates to follow.
monitoring Sep 20, 2024, 07:35 PM UTC

A fix has been implemented and we are seeing successes reported on an alleviation of latency from multiple clients. We are continuing to monitor the service.
resolved Sep 20, 2024, 07:45 PM UTC

This incident has been resolved.

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Major September 20, 2024

Payment Processing Errors

Detected by Pingoru: Sep 20, 2024, 06:22 PM UTC
Resolved: Sep 20, 2024, 07:45 PM UTC
Duration: 1h 22m

Affected: Integrated PaymentsGeneral RQ

Timeline · 6 updates

investigating Sep 20, 2024, 06:22 PM UTC

We have received reports of errors during processing payments. Our team is aware of the issue and is currently investigating. We are seeing an increased amount of retries and errors on processing. Additional updates will be provided moving forward.
identified Sep 20, 2024, 06:39 PM UTC

Our team has identified the issue and are currently working on allocating more resources to the impacted service. Telemetry is showing improvement with additional mitigation processes. We will continue to provide updates on full resolution.
identified Sep 20, 2024, 06:46 PM UTC

We are continuing to work on a fix for this issue.
monitoring Sep 20, 2024, 07:01 PM UTC

Issues with Payment Processing within RQ have had a fix implemented and we are currently monitoring.
monitoring Sep 20, 2024, 07:22 PM UTC

We are continuing to monitor for any further issues.
resolved Sep 20, 2024, 07:45 PM UTC

This incident has been resolved.

Read the full incident report →

Major September 19, 2024

RQ Reporting Errors

Detected by Pingoru: Sep 19, 2024, 08:37 PM UTC
Resolved: Sep 19, 2024, 08:52 PM UTC
Duration: 15m

Affected: RQ Reporting

Timeline · 3 updates

investigating Sep 19, 2024, 08:37 PM UTC

Our team is aware and has had reports of errors when utilizing certain reporting in RQ. Our team is currently investigating this issue and will provide additional updates moving forward.
monitoring Sep 19, 2024, 08:47 PM UTC

A fix has been implemented and we are monitoring. Some clients have already reported successes. We will continue to monitor before giving the all clear.
resolved Sep 19, 2024, 08:52 PM UTC

This incident is now resolved. Our telemetry is currently showing no errors during the monitoring period. Our Incident Management team has given the all clear. Please reports any further issues to our Support Team.

Read the full incident report →

Major August 15, 2024

RQ Login issues

Detected by Pingoru: Aug 15, 2024, 01:55 PM UTC
Resolved: Aug 15, 2024, 05:00 PM UTC
Duration: 3h 4m

Affected: General RQ

Timeline · 5 updates

investigating Aug 15, 2024, 01:55 PM UTC

We have reports of some clients having issues logging into RQ. Our team is aware of the issue and is currently investigating a resolution.
investigating Aug 15, 2024, 03:07 PM UTC

We are continuing to investigate the issue to work towards a resolution.
identified Aug 15, 2024, 03:55 PM UTC

Our team has identified a possible cause for the issue and is currently testing. More updates to follow.
monitoring Aug 15, 2024, 04:29 PM UTC

Our Team has implemented a fix and is currently monitoring. If you are still experiencing issues please reach out to our Support Team.
resolved Aug 15, 2024, 05:00 PM UTC

This incident has been resolved. If you are having any additional issues, please reach out to our Support Team.

Read the full incident report →

Major August 15, 2024

BI Report Failure

Detected by Pingoru: Aug 15, 2024, 01:54 PM UTC
Resolved: Aug 15, 2024, 04:03 PM UTC
Duration: 2h 8m

Affected: Business Intelligence (BI)

Timeline · 3 updates

investigating Aug 15, 2024, 01:54 PM UTC

Some clients have reported their BI Reporting not updating. Our team is aware of the issue and currently investigating.
identified Aug 15, 2024, 03:08 PM UTC

The issue is has been identified and our team is currently re-running all reports.
resolved Aug 15, 2024, 04:03 PM UTC

This incident is now resolved and reports have been re-ran. If you are still experiencing any issues please reach out to our Support Team.

Read the full incident report →

Critical August 5, 2024

RQ / Hub Slowness and Latency

Detected by Pingoru: Aug 05, 2024, 07:29 PM UTC
Resolved: Aug 05, 2024, 08:23 PM UTC
Duration: 54m

Affected: General RQ

Timeline · 5 updates

investigating Aug 05, 2024, 07:29 PM UTC

We are currently investigating reports of RQ slowness and latency that is impacting multiple areas including in some cases logins. Our Incident Management Team has been engaged and is currently investigating possible causes. More updates to follow.
investigating Aug 05, 2024, 07:42 PM UTC

We are continuing to investigate this issue.
investigating Aug 05, 2024, 07:54 PM UTC

Our Incident Management Team working to identify and resolve the issue. Currently there is no ETA on resolution. We will continue to provide additional updates here as information becomes available.
identified Aug 05, 2024, 08:10 PM UTC

The cause has been identified as an issue with Microsoft. Azure Front Door (AFD) is having intermittent issues which is causing intermittent connection errors, timeouts, or latency connecting to Microsoft services that leverage AFD. Microsoft is currently working on resolution. Updates will follow.
resolved Aug 05, 2024, 08:23 PM UTC

We are now seeing improvement and no additional issues. We are calling this incident resolved. If you are still having issues please reach out to our Support team.

Read the full incident report →

Critical July 30, 2024

RQ Login Issues

Detected by Pingoru: Jul 30, 2024, 05:37 PM UTC
Resolved: Jul 30, 2024, 09:06 PM UTC
Duration: 3h 29m

Affected: General RQ

Timeline · 5 updates

investigating Jul 30, 2024, 05:37 PM UTC

We are getting reports that some clients are still experiencing login issues at specific locations. Our team has engaged Microsoft to resolve the issue. More updates to follow.
identified Jul 30, 2024, 06:26 PM UTC

The issue has been identified as an issue with Microsoft. We care currently waiting for Microsoft to resolve the issue. More updates to follow.
identified Jul 30, 2024, 07:35 PM UTC

Currently we have no additional updates from Microsoft at this time. More updates to follow.
monitoring Jul 30, 2024, 08:57 PM UTC

We are seeing success from impacted clients after a Microsoft fix has been deployed.. Please retry and if you are still having any problems reach out to our Support Team.
resolved Jul 30, 2024, 09:06 PM UTC

We are setting this to resolved. If you are still having any problems reach out to our Support Team.

Read the full incident report →

Critical July 30, 2024

Unable to login to RQ

Detected by Pingoru: Jul 30, 2024, 01:10 PM UTC
Resolved: Jul 30, 2024, 02:57 PM UTC
Duration: 1h 47m

Affected: Logins

Timeline · 4 updates

investigating Jul 30, 2024, 01:10 PM UTC

We are currently investigating an issue with clients unable to login to RQ. Our Incident Management Team has been notified and we are currently working towards a resolution. More updates to follow.
investigating Jul 30, 2024, 01:48 PM UTC

We continue to investigate the issue. Microsoft is seeing network infrastructure issues globally which may be impacting this. We are trying to confirm if this is the cause. More updates to follow.
investigating Jul 30, 2024, 02:42 PM UTC

Our team is continuing to investigate the issue. At this time we have not ETA on resolution. More updates to follow.
resolved Jul 30, 2024, 02:57 PM UTC

We are having clients report success. Microsoft posted that they implemented a fix and services are back in operational status.

Read the full incident report →

Major July 24, 2024

iQmetrix Live Support Service Disruption

Detected by Pingoru: Jul 24, 2024, 02:11 PM UTC
Resolved: Jul 30, 2024, 01:08 PM UTC
Duration: 5d 22h

Affected: General RQ

Timeline · 6 updates

investigating Jul 24, 2024, 02:11 PM UTC

We are currently seeing an issue internally with our Support Team being unable to access live Support. At this time live Chat/Calls and Email are impacted. Our teams are working internally to resolve the issue. More updates to follow.
identified Jul 24, 2024, 03:17 PM UTC

We have identified the issue and are currently working towards implementing a fix. Expect additional updates soon with a manual process for submitting business blocking issues.
identified Jul 24, 2024, 05:14 PM UTC

We are continuing to work to resolve this issue with Salesforce. We have engaged Salesforce Technical Teams. Currently we are still unable to access live support. For business blocking issues, please send an email to [email protected].
investigating Jul 24, 2024, 06:34 PM UTC

The issue is still ongoing while Salesforce investigates further. Additional updates to follow.
investigating Jul 24, 2024, 08:04 PM UTC

Our Support Team is now back online for live Support. This issue is now resolved. We will be triaging backlogged issues and reaching out as soon as possible.
resolved Jul 30, 2024, 01:08 PM UTC

This incident has been resolved.

Read the full incident report →