Person Centred Software Outage History

Started Aug 10, 2026, 11:18 AM UTC· resolved Aug 10, 2026, 12:10 PM UTC

1. investigating Aug 10, 2026, 11:18 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. monitoring Aug 10, 2026, 11:30 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 10, 2026, 12:10 PM UTC

   This incident has been resolved.

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Started Jul 31, 2026, 07:16 AM UTC· resolved Jul 31, 2026, 08:14 AM UTC

1. investigating Jul 31, 2026, 07:16 AM UTC

   We are aware that some users are currently experiencing slower than usual response times and intermittent difficulties accessing mCare. We know how important it is that you can rely on our platform to support the people in your care, and we are truly sorry for any disruption this is causing. Our team has been alerted and is already working to investigate and resolve this as an urgent priority.

2. identified Jul 31, 2026, 07:29 AM UTC

   The issue has been identified and a fix is being implemented.

3. identified Jul 31, 2026, 07:30 AM UTC

   We are continuing to work on a fix for this issue.

4. monitoring Jul 31, 2026, 07:42 AM UTC

   A fix has been implemented and we are monitoring the results.

5. resolved Jul 31, 2026, 08:14 AM UTC

   This incident has been resolved.

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Started Jul 30, 2026, 01:53 PM UTC· resolved Jul 30, 2026, 03:10 PM UTC

1. investigating Jul 30, 2026, 01:53 PM UTC

   At present we have an issue whereby the Atlas Pharmacy is failing to correctly mark items as handed out after the hand out is complete on our Integration partner platform. We apologise for this issue and our development team are working to resolve the issue as soon as possible

2. monitoring Jul 30, 2026, 02:23 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Jul 30, 2026, 02:24 PM UTC

   We are continuing to monitor for any further issues.

4. monitoring Jul 30, 2026, 03:09 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Jul 30, 2026, 03:10 PM UTC

   This incident has been resolved.

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Started Jul 27, 2026, 02:13 PM UTC· resolved Jul 27, 2026, 04:23 PM UTC

1. identified Jul 27, 2026, 02:13 PM UTC

   We have identified the cause of the performance issues currently affecting mCare and our team is now actively working to implement a fix. We are sorry for the continued disruption to your day. Resolving this remains our absolute top priority and we are doing everything we can to get things back to normal as quickly as possible. We will share another within 1 hour.

2. resolved Jul 27, 2026, 04:23 PM UTC

   This incident has been resolved.

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Started Jul 23, 2026, 03:00 AM UTC· resolved Jul 27, 2026, 01:03 PM UTC

1. identified Jul 23, 2026, 03:00 AM UTC

   An issue has been identified where CAPA Label Printing is not currently working, please accept our apologies, our Development team are working to resolve this issue.

2. identified Jul 23, 2026, 06:53 AM UTC

   We are continuing to work on a fix for this issue.

3. identified Jul 23, 2026, 08:16 AM UTC

   We are continuing to work on the issues with CAPA label printing. We sincerely apologise for the disruption to this crucial service and thank you for your continued patience and understanding.

4. identified Jul 23, 2026, 09:45 AM UTC

   Label printing is still unavailable for pharmacy customers via CAPA. Our engineering team continue to work on this issue as a priority. We apologise for the continued disruption to the service, and thank you for your patience.

5. identified Jul 23, 2026, 12:24 PM UTC

   Our engineering teams are continuing to work on a fix for this issue. Thank you for your continued patience whilst we work to restore service.

6. identified Jul 23, 2026, 04:07 PM UTC

   End of Day Update: Work continues to resolve the issue with label printing in CAPA. Our engineering team has made progress, and will continue the work to resolve as the top priority. If you are affected by this issue, please contact Support who can provide assistance, or if you use Atlas Central, please see the News section in the Support widget for guidance on how to proceed. Thank you for your ongoing patience and understanding.

7. monitoring Jul 24, 2026, 01:55 PM UTC

   A Fix has been test and implemented, Printing though CAPA is now working, you will need to log out of your CAPA session and log back in for this fix to apply to your CAPA session

8. monitoring Jul 24, 2026, 01:56 PM UTC

   A fix has been implemented to resolve the issue with printing labels from CAPA. Pharmacy customers will need to completely log out of CAPA and log back in to apply the fix. We are continuing to monitor the system to ensure stability. Thank you for your continued patience whilst we have been working to resolve this complex issue.

9. resolved Jul 27, 2026, 01:03 PM UTC

   This incident has been resolved.

10. postmortem Aug 05, 2026, 02:10 PM UTC

    # Capa Label Printing Failure Following Scheduled SQL Infrastructure Migration **Summary** Scheduled maintenance was carried out on the night of Wednesday 22nd July 2026 to move the SQL database onto new infrastructure. During the final validation checks of that migration, at approximately 01:00, label printing in Capa was found to be failing. The rest of the Capa application was unaffected and continued to operate normally; the impact was limited to the printing of labels. By the time the fault was identified, all other atlas systems had already been enabled and had begun receiving new data into the new cluster, which meant the migration was past the point at which a rollback could safely be performed. The team continued to work on the issue until a resolution was found and applied. Communications were issued to affected customers with guidance on managing dispensing without label printing while a fix was developed. The fix was deployed on the afternoon of Friday 24th July 2026, restoring label printing. **Root Cause** Capa label printing is delivered by a subsystem that is technically separate from the main Capa application. It connects to the database independently of the main application using OS provided components. Following the move of the database onto the new SQL infrastructure, the data access components available on the Capa servers were unable to establish a working connection with the new environment. The main Capa application, which uses a different connection path, was unaffected - which is why Capa itself appeared healthy while label printing failed. The fault could not have been detected in pre-migration testing because it was not possible to build an exact like-for-like test environment, and in the test environment that was used for pre-migration validation printing was working. **Resolution** Resolution first required being able to reproduce the failure in the test environment to provide a safe environment to allow the testing of potential fixes, all potential fixes identified carried a risk of impacting the live systems negatively as such a safe test environment was a requirement in order to proceed without putting the ability to dispense at risk. The fault was reproduced and a resolution was identified: configuring the OS platform to use a newer version of the data access library for its SQL communication via a registry redirect, this was tested and validated before the fix was then deployed to all servers on the afternoon of Friday 24th July 2026 and label printing was restored. **Timeline of Events** | **Date** | **Event Description** | | --- | --- | | **22nd July 2026, 23:00** | Scheduled maintenance began to move the SQL database onto new infrastructure. | | **23rd July 2026, 01:00** | During the final validation checks of the migration, label printing in Capa identified as failing. The system had already been enabled and was receiving new data, so rollback was no longer possible. | | **23rd July 2026** | Communications issued to affected customers with guidance on managing dispensing without label printing. Investigation resumed alongside a separate incident affecting device synchronisation. | | **23rd July 2026** | The fault was successfully reproduced in a test environment allowing for fixes to be tested without risking the live environment. | | **24th July 2026, 14:00** | Fix deployed, configuring the legacy platform to use a newer data access library for SQL communication. Label printing restored. | We apologise for the disruption this caused and thank you for your patience and collaboration while we investigated and resolved the issue.

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Started Jul 22, 2026, 02:43 PM UTC· resolved Jul 22, 2026, 07:10 PM UTC

1. investigating Jul 22, 2026, 02:43 PM UTC

   We are currently investigating reports of users not being able to log into DepenSys.

2. identified Jul 22, 2026, 03:33 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Jul 22, 2026, 07:10 PM UTC

   This incident has been resolved.

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Started Jul 08, 2026, 12:13 PM UTC· resolved Jul 08, 2026, 01:29 PM UTC

1. investigating Jul 08, 2026, 12:13 PM UTC

   There is an integration failure with Atlas not correctly showing information from Titan. Our development team are working on investigating this now

2. investigating Jul 08, 2026, 01:29 PM UTC

   We are continuing to investigate this issue.

3. resolved Jul 08, 2026, 01:29 PM UTC

   We are continuing to investigate this issue.

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Started Jun 25, 2026, 09:09 PM UTC· resolved Jun 25, 2026, 09:53 PM UTC

1. identified Jun 25, 2026, 09:09 PM UTC

   We have identified the cause of the performance issues currently affecting mCare and our team is now actively working to implement a fix. We are sorry for the continued disruption to your day. Resolving this remains our absolute top priority and we are doing everything we can to get things back to normal as quickly as possible. We will share another within 1 hour.

2. monitoring Jun 25, 2026, 09:36 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jun 25, 2026, 09:53 PM UTC

   This incident has been resolved.

Read the full incident report →