Helix: Partial Outage with MFA SMS (P2)

Update timeline

1. identified May 22, 2022, 01:51 AM UTC

   We are currently experiencing a partial outage with Helix. It is related to not being able to login via SMS multi factor authentication. The issue has been identified and our engineering and operations teams are working hard to resolve it as soon as possible. Every effort is being made to minimise the impact to you, your staff and your patients. We will send an update shortly as soon as more information becomes available and we apologise for any inconvenience.

2. monitoring May 22, 2022, 01:53 AM UTC

   We have identified that the SMS multi factor authentication issue is related to the 3rd party SMS provider. In the meantime, we have turned this functionality off to ensure that users can login without any issues. If you are still presented with a MFA screen when logging in, please clear your cache or use a private browser and you will be able to proceed without providing SMS authentication. As soon as the 3rd party has resolved the issue on their side, we will re-enable SMS multi factor authentication.

3. resolved May 22, 2022, 10:54 PM UTC

   This incident is now resolved. The 3rd party responsible for sending SMS messages have restored their services. We can see it is now working correctly and have re-enabled multi factor authentication accordingly. We apologise for any inconvenience caused and thank you for your patience.