Kalix EMR incident

Telehealth showing 'Connecting' when trying to log in

Critical Resolved View vendor source →

Kalix EMR experienced a critical incident on November 20, 2023 affecting Telehealth, lasting 6h 18m. The incident has been resolved; the full update timeline is below.

Started
Nov 20, 2023, 11:47 PM UTC
Resolved
Nov 21, 2023, 06:06 AM UTC
Duration
6h 18m
Detected by Pingoru
Nov 20, 2023, 11:47 PM UTC

Affected components

Telehealth

Update timeline

  1. investigating Nov 20, 2023, 11:47 PM UTC

    When trying to join a telehealth session, Kalix is showing a 'Connecting' message. Initial investigations are showing that the telehealth session is starting, but the UI is not updating, which indicates that there may have been a change to the code that links to our provider. We are looking to push a fix for this issue ASAP.

  2. monitoring Nov 21, 2023, 12:11 AM UTC

    We have resolved this issue by updating the telehealth video component. You may need to refresh your page to get the latest files and fix the issue. This version was only recently released, and normally Kalix uses a 'fixed' version of the telehealth to prevent any issues with new versions. However, it seems that the recent update caused the previous versions to stop working. We are currently monitoring the telehealth component to ensure it functions correctly.

  3. resolved Nov 21, 2023, 06:06 AM UTC

    We are not seeing any further issues with regards to the telehealth component.