Is Spruce Health down?

We are getting multiple reports of issues with calls ringing to VoIP Desk Phones and are actively investigating the issue.

We identified an issue with our telecommunications infrastructure provider that's affecting calls to VoIP Desk Phones. We've found a way to work around the issue such that calls start to work again. We'll post another update here shortly once the fix is rolled out.

We have rolled out a fix as of 2:41 PT. Incoming calls to VoIP Desk Phones should be functional now. There was no impact to incoming calls to cell phones or the Spruce application on mobile/computer via Internet Calling. We're continuing to monitor the platform to ensure that incoming calling is fully restored. We will continue to work with our telecommunications infrastructure partner to root cause the issue.

This incident is fully resolved. From 11:30am to 2:30pm PT on June 9th, incoming calls did not ring Spruce VoIP Desk Phones. The cause was a malformed SIP header that Spruce was sending to our telecommunications infrastructure provider, which caused those calls to fail. Spruce corrected the header formatting, restoring normal call routing by 2:30pm PT. We then monitored through 4:30pm PT to confirm full restoration before closing the incident.

We are investigating an issue with delayed inbound call events. The issue seems to have started at 8am PT. We'll update this page as we learn more.

We are starting to see recovery in the processing of inbound messages (SMS, calls, email fax). The following activities were *NOT* impacted: - Inbound/outbound phone and video call connections - Outbound SMS delivery - Outbound Fax delivery - Secure message exchange

All inbound SMS, call, fax, and email messages have been delivered successfully. Delivery rates have returned to normal and we are continuing to monitor. We are also investigating the root cause of the message delivery backlog and will provide an update once identified.

We have identified the root cause as an unexpected increase in inbound message volume and have scaled our capacity accordingly. Delivery is back to normal and we are continuing to monitor to confirm the issue is fully resolved.

The system is fully operational at this time. We have increased capacity to ensure that we're able to process inbound communication without delivery delays.