RethinkBH experienced a notice incident on January 17, 2024, lasting 22h 22m. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating Jan 17, 2024, 04:26 PM UTC
We are investigating reports of the site loading slowly or not at all. We will provide updates and a resolution as quickly as possible.
- monitoring Jan 17, 2024, 05:38 PM UTC
We have identified the cause of these issues as a server spike, which has now been resolved. We are investigating the cause of this spike and putting measures in place to ensure it does not occur again. If you are still experiencing page loading/login issues, it may be due to a cached connection. To check this, please open a new incognito browser window and see if you are still experiencing the issue in that browser window. A Incognito (private) window can be opened in any browser by clicking CTRL (Command on a Mac)+Shift+N when you have a browser open. If you are still experiencing loading/login issues in an incognito browser window, please open a support ticket at https://www.rethinkbehavioralhealth.com/support/ If the you are able to load pages in the incognito browser window, you can restore functionality to your standard browser window by clearing cache and cookies for all time.
- investigating Jan 17, 2024, 06:34 PM UTC
We are seeing reports of the site loading and login issues again. We are investigating these reports and working on a solution as quickly as possible.
- monitoring Jan 17, 2024, 08:09 PM UTC
A fix has been implemented for the login and site performance issues. If you are still experiencing page loading/login issues, it may be due to a cached connection. To check this, please open a new incognito browser window and see if you are still experiencing the issue in that browser window. A Incognito (private) window can be opened in any browser by clicking CTRL (Command on a Mac)+Shift+N when you have a browser open. If you are still experiencing loading/login issues in an incognito browser window, please open a support ticket at https://www.rethinkbehavioralhealth.com/support/ If the you are able to load pages in the incognito browser window, you can restore functionality to your standard browser window by clearing cache and cookies for all time.
- resolved Jan 18, 2024, 02:49 PM UTC
On Wednesday, January 17, Rethink experienced some site slowness that unfortunately impacted some of our users. We want to provide you with an explanation of what occurred and assure you that the issue has been successfully resolved. At around 11:00a EST, our system responsible for recording application activity experienced a 10-minute slowdown. Subsequently, we faced three more slowdowns, occurring approximately 40 minutes apart and lasting 20, 11, and 2 minutes each. In total, these slowdowns spanned about 45 minutes over a two-hour period, impacting some customers with slow page loads or timeouts. Our tech team promptly investigated the issue, which was challenging due to the slowdown occurring only on specific instances of our application. After about 2 hours, the root cause was identified as a specific log file, and increasing its size resolved the slowdown. No customer data was affected, and we apologize to those clients who may have experienced business interruptions.