Issue with outgoing VPN traffic
Affected: Traffic Processing
Redox Outage History
Redox is up right nowRedox had 48 outages in the last 2 years totaling 148h 57m of downtime — averaging 2 incidents per month.
There were 48 Redox outages since August 25, 2024 totaling 148h 57m of downtime. Each is summarised below — incident details, duration, and resolution information.
Increased rate of errors for Carequality queries
Affected: RLS
Timeline · 2 updates
- investigating Apr 13, 2026, 04:12 PM UTC
We are aware of an issue with organizations querying the Redox Gateway over the Carequality network. Queries may receive an increased rate of HTTP 500 responses. All traffic not related to Carequality is unaffected. If you have further questions regarding this issue, please reach out to [email protected]
- resolved Apr 13, 2026, 09:11 PM UTC
A fix has been implemented and we are monitoring the results. Error rates have returned to a normal range. If you have further questions, please reach out to [email protected]
Partial Log Delay
Affected: Traffic Processing
Timeline · 3 updates
- investigating Mar 16, 2026, 02:51 PM UTC
Redox is currently experiencing a delay in some logs. About an eighth of logs are delayed by under and hour. What this means: you may experience a delay before receiving traffic from Redox. However, please be aware that the actual processing of logs is unaffected; message flow is still occurring, albeit at a slower pace. We are actively looking into this issue and will have a fix available as soon as possible. If you are concerned that your logs have been impacted or have any additional questions, please reach out to [email protected]
- monitoring Mar 16, 2026, 03:06 PM UTC
A fix has been implemented for the delay issues and Redox is actively monitoring our logs. You may continue to experience delays as queues catch up to the present. If you have questions please reach out to [email protected]
- resolved Mar 16, 2026, 03:37 PM UTC
The incident has been resolved and logs delays are at nominal levels. If you have any additional questions please reach out to [email protected]
Unexpected Dashboard Alerting Outage
Affected: Alerting
Timeline · 10 updates
Delays in message processing for Data on Demand
Affected: Traffic Processing
Timeline · 3 updates
- investigating Feb 27, 2026, 06:14 PM UTC
Redox is aware of an issue with our message processing for Data on Demand. What this means: We see ~15 min delay in processing than expected. We’ve found the source of the trouble and the fix is in place. Systems are returning to normal, and you should see full functionality restored shortly. If you have any additional questions please reach out to us at [email protected]
- monitoring Feb 27, 2026, 06:16 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Feb 27, 2026, 06:26 PM UTC
Messages are now processing normally. All affected queues have been resumed. If you have any additional questions or are not seeing expected logs, please reach out to [email protected]
Log processing is delayed
Affected: Traffic Processing
Timeline · 4 updates
- identified Feb 26, 2026, 05:33 PM UTC
We are aware of an issue with our message processing. What this means: Messages are presently not processing as expected. Logs are taking longer to process than expected. Please expect delays in message receipt until we have identified the issue and implemented a fix. What we will do: After a fix has been implemented, Redox will go through affected messages and determine what action can be taken to rectify the situation If you have any additional questions please reach out to us at [email protected]
- monitoring Feb 26, 2026, 05:39 PM UTC
A fix has been implemented for the traffic processing issue and we are monitoring the results. Message processing latency is catching up. If you have any questions, please contact us at [email protected]
- resolved Feb 26, 2026, 05:47 PM UTC
Messages are now processing normally. If you have any additional questions or are not seeing expected logs, please reach out to [email protected]
- postmortem Mar 10, 2026, 10:56 PM UTC
**What Happened** On **February 26, 2026** at approximately **10:16 AM CT**, our production environment experienced elevated latency across all asynchronous traffic processing. The incident was triggered when core processing workers were unintentionally scaled to a minimal scale, below our normal expected scale to process day to day traffic. This significantly reduced our processing capacity. The impact varied across connections, with durations ranging from 20-42 minutes and maximum average latencies between 9.6 and 18.2 minutes. **How We Fixed It** Our team quickly identified the root cause and executed a script to scale all affected workers back to their proper scale. By **10:45 AM CT**, all async processing had returned to nominal latency levels.
VPN Degradation for subset of VPN tunnels
Affected: Traffic Processing
Timeline · 6 updates
Latency in viewing logs
Affected: Logs (view/search)
Timeline · 2 updates
- investigating Feb 23, 2026, 04:16 PM UTC
At approximately 10:15 ET, Redox became aware of an issue in which logs are not properly displaying on the dashboard. You may notice up to an hour of latency in viewing logs. What this means: While logs are still processing properly, the dashboard is not displaying them as expected. Search within the dashboard will not work as expected until a fix has been implemented. If you have questions about specific logs or your connection and whether it has been affected, please contact us at [email protected]
- resolved Feb 23, 2026, 05:31 PM UTC
A fix has been implemented for the log visibility issues and the latency is fully caught up. Logs should now be visible across the entire Redox platform. If you have any addition questions or are still experiencing issues, please reach out to [email protected]
Issue With Message Processing
Affected: Traffic Processing
Timeline · 4 updates
Polling traffic delayed
Timeline · 2 updates
- monitoring Feb 10, 2026, 12:50 PM UTC
At approximately 6:25am ET, Redox became aware of an issue with polling workflows for third-party APIs. What this means: Any messages that would have been generated by these polling workflows would see latency in being delivered to customers by up to an hour. What we're doing: We have implemented a fix and are monitoring the results. You may continue to experience delays as queues catch up. Please contact us at [email protected] if you have any questions.
- resolved Feb 10, 2026, 03:13 PM UTC
This incident has been resolved.
Increased errors on Carequality Location queries
Affected: Carequality
Timeline · 3 updates
- investigating Feb 06, 2026, 07:19 PM UTC
We are currently experiencing an issue with increased error rates for location queries to Carequality What this means: If you query Carequality you may see an increased error rate. What we're doing: We are actively investigating the issue and will report updates as we have them. If you have questions Please contact us at [email protected]
- monitoring Feb 06, 2026, 07:32 PM UTC
A fix has been implemented to resolve the errors we were getting. We're actively monitoring the situation to ensure our errors return to nominal rates. If you have any additional questions, please contact [email protected]
- resolved Feb 06, 2026, 07:40 PM UTC
The incident has been resolved and the Redox Engine has resumed normal operations. If you have any additional questions please reach out to [email protected]
Delayed Dashboard message/transmission logs
Affected: Traffic ProcessingDashboard Tools
Timeline · 2 updates
- monitoring Feb 02, 2026, 08:11 AM UTC
The RedoxEngine message/transmission logs have fallen behind starting at 8:45 PM Central on 2/1/26. Our team is currently investigating the cause and working on a solution. Overall message traffic is unaffected. If you have any additional questions, please notify us at [email protected].
- resolved Feb 02, 2026, 08:35 AM UTC
This incident has been resolved.
Increased message traffic latency
Affected: Logs (view/search)
Timeline · 2 updates
- monitoring Jan 14, 2026, 03:38 PM UTC
At approximately 8:30am CT, Redox became aware of an issue in which some logs were delayed. What this means: you may have experienced a delay before receiving traffic from Redox. However, please be aware that the actual processing of logs was unaffected; message flow was still occurring, albeit at a slower pace. A fix has been implemented for the delay issues and Redox is actively monitoring our logs. You may continue to experience delays as queues catch up to the present. If you are concerned that your logs have been impacted or have any additional questions, please reach out to [email protected]
- resolved Jan 14, 2026, 03:50 PM UTC
The incident has been resolved and logs delays are declining; the delay is expected to be gone by end of day. If you have any additional questions please reach out to [email protected]
Message Visibility and Customer Alerting Issue
Affected: Traffic ProcessingLogs (view/search)Alerting
Timeline · 5 updates
- investigating Dec 01, 2025, 04:20 PM UTC
At approximately 9:39 AM CST, Redox became aware of an issue in which logs are not properly displaying on the dashboard. In addition, a small subset of customer alerting messages are not processing in a timely manner What this means: While logs are still processing properly, the dashboard is not displaying them as expected. Search within the dashboard will not work as expected until a fix has been implemented. If you have questions about specific logs or your connection and whether it has been affected, please contact us at [email protected]
- investigating Dec 01, 2025, 04:20 PM UTC
We are continuing to investigate this issue.
- investigating Dec 01, 2025, 07:18 PM UTC
We are still actively looking into this issue. We have made progress towards investigating the root cause and are still considering viable solutions. We will continue to update as we have more information.
- monitoring Dec 01, 2025, 07:33 PM UTC
A fix has been implemented for the log visibility issues. We are actively monitoring as the delayed logs continue to catch up. We expect all logs to be visible in around 30 minutes. We will update here once all logs are back to visible. If you have any questions please reach out to [email protected]
- resolved Dec 01, 2025, 08:33 PM UTC
Logs are now be visible across the entire Redox platform. If you have any addition questions or are still experiencing issues, please reach out to [email protected]
Message processing capacity reduced. Delays are expected.
Affected: Traffic Processing
Timeline · 4 updates
- investigating Oct 29, 2025, 04:07 PM UTC
At approximately 10:37 AM Central Time, Redox became aware of an issue with our message processing. The exact number of messages impacted is currently unknown What this means: Messages are presently not processing as expected. This appears to be impacting both synchronous and asynchronous messages. Please expect delays in message receipt until we have identified the issue and implemented a fix. What we will do: After a fix has been implemented, Redox will go through affected messages and determine what action can be taken to rectify the situation If you have any additional questions please reach out to us at [email protected]
- identified Oct 29, 2025, 04:16 PM UTC
We have identified the cause for the message processing issues. This is related to 3rd party vendors experiencing interruptions. They seem to be recovering and our systems are getting working through getting caught up. We are actively working with these vendors to help monitor and resolve the issue. We will update the status of this incident when said fix has been deployed.
- monitoring Oct 29, 2025, 04:50 PM UTC
Our third party vendor has stabilized. Message processing is now performant and our queues are caught up. We will continue monitoring with the help from our vendors. If you have any questions, please contact us at [email protected]
- resolved Oct 29, 2025, 06:41 PM UTC
Messages are now processing normally. If you have any additional questions or are not seeing expected logs, please reach out to [email protected]
Alert emails paused
Affected: Alerting
Timeline · 4 updates
- identified Oct 27, 2025, 01:28 PM UTC
Our service sending alert emails is currently paused What this means: Alert emails are not being sent as expected. These include alerts sent out automatically to the alert contact, via lemonade stand and via alert rules. What we're doing: We are working on releasing the queue which will result in multiple alert emails going out at once and then returning to real time alerts. If you have questions, please contact us at [email protected]"
- identified Oct 27, 2025, 01:28 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Oct 27, 2025, 02:24 PM UTC
A fix has been deployed and the alert emails are caught up. We are monitoring to ensure continued expected email traffic. If you have questions about the alerts you received feel free to reach out to support at [email protected]
- resolved Oct 27, 2025, 03:16 PM UTC
The incident has been resolved and the Redox Engine has resumed normal operations. If you have any additional questions please reach out to [email protected]
Logs observability is delayed, some processing impacted
Affected: Traffic ProcessingLogs (view/search)
Timeline · 4 updates
Flat File SFTP Not Processing
Timeline · 1 update
- resolved Sep 30, 2025, 04:33 PM UTC
Redox was made aware of an incident in which Flat File SFTP messages were succeeding but not processing correctly. A fix has already been implemented and all traffic is now up to date and processed. If you have any additional questions please reach out to [email protected]
Increased latency for traffic processing
Affected: Traffic Processing
Timeline · 2 updates
- identified Sep 10, 2025, 01:33 PM UTC
We have identified an issue that is creating increased latency in message processing for some customers. We are currently working on implementing a fix.
- resolved Sep 10, 2025, 01:41 PM UTC
We have implemented a fix and latency has returned to normal. This incident has been resolved.
Message processing impacted for a subset of customers
Affected: Traffic Processing
Timeline · 4 updates
- investigating Sep 08, 2025, 04:19 PM UTC
Message processing impacted for a subset of customers. We are currently investigating the issue.
- identified Sep 08, 2025, 04:25 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 08, 2025, 04:59 PM UTC
A fix has been implemented and we are monitoring the results. Message processing is back to normal, and we are replaying affected messages on all impacted connections.
- resolved Sep 08, 2025, 05:54 PM UTC
All affected traffic has been replayed. This issue has been resolved.
Viewing logs in dashboard degraded
Affected: Dashboard Tools
Timeline · 3 updates
- identified Aug 13, 2025, 01:02 AM UTC
Viewing logs in the dashboard is degraded. The actual processing of logs is unaffected. The issue has been identified and a fix is currently being implemented.
- monitoring Aug 13, 2025, 01:18 AM UTC
A fix has been implemented and we are starting to see logs gaining visibility again in the dashboard. We expect for the issue to be completely resolved within the half hour.
- resolved Aug 13, 2025, 01:21 AM UTC
This incident has been resolved.
Re: Message Processing delay for small subset of customers
Timeline · 2 updates
- identified Aug 11, 2025, 07:46 PM UTC
This has been identified and a fix is being implemented.
- resolved Aug 11, 2025, 08:10 PM UTC
This incident has been resolved.
Message Processing delay for small subset of customers
Timeline · 2 updates
- identified Aug 11, 2025, 07:08 PM UTC
A delay in FHIR.Scheduling data model from HL7 messages have observed to be delayed. A fix is being implemented.
- resolved Aug 11, 2025, 07:20 PM UTC
This incident has been resolved.
Visibility is delayed for a small percentage of logs
Affected: Dashboard Tools
Timeline · 2 updates
- identified Jul 10, 2025, 02:09 PM UTC
Viewing some payload details for a small percent of logs may be delayed. Message processing is not impacted. The issue has been identified and a fix is being implemented.
- resolved Jul 10, 2025, 08:28 PM UTC
We have implemented a fix and log visibility is caught up. This incident has been resolved.
~3 minute message processing delay for subset of customers
Affected: Traffic Processing
Timeline · 3 updates
- investigating Jul 07, 2025, 06:26 PM UTC
We are currently investigating this issue.
- monitoring Jul 07, 2025, 06:55 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 07, 2025, 07:29 PM UTC
This incident has been resolved.