TigerConnect experienced a critical incident on October 20, 2025 affecting Messaging Services, lasting 9h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 01:00 PM UTC
Login to Tigerconnect and Tigerconnect Messaging could be failing because of AWS Autoscaling issues.
- investigating Oct 20, 2025, 03:59 PM UTC
We wanted to let you know that we are currently experiencing a service disruption caused by an outage at Amazon Web Services (AWS). AWS has reported increased error rates and latencies impacting multiple services, particularly in the US‑EAST‑1 region. What this means for you: - Some of our systems may respond slowly, fail to process requests, or appear unavailable. - Our team is actively monitoring the situation and working through alternative paths to restore full service. - AWS reports that the underlying DNS issue has been “fully mitigated,” though residual delays are expected while systems clear backlogs. - The following systems are not impacted TigerConnect Physician Scheduling, Critical Alerts, and Workflows and CareConduit consuming HL7 messages push notifications. - We appreciate your patience; your services are a top priority and we will continue to provide updates as we have them. Next steps: - We are keeping a close eye on the AWS Health Dashboard and internal logs to assess when full recovery is achieved. - We recommend retrying any failed actions after a short wait; in some cases the backlog is being processed and will complete shortly. Status pages: - For the most up‑to‑date information from AWS: AWS Health Dashboard – Service Health AWS Documentation - For our system status and updates, please refer to: https://status.tigerconnect.com/ Thank you for your patience and understanding. We will notify you again as soon as the service returns to normal operation. Please reach out to ProSupport at [email protected] for additional queries as our TigerConnect Admin and Phone system have been impacted.
- investigating Oct 20, 2025, 05:31 PM UTC
We continue to see throttling on our messaging services due to ongoing issues with AWS infrastructure. Our teams are actively applying mitigation steps to address network load balancer (NLB) health and are working to restore full connectivity across impacted AWS services. AWS Lambda is currently experiencing function invocation errors, as an internal subsystem was affected by the NLB health checks. Recovery steps are in progress to restore this internal Lambda subsystem. For EC2, some users may encounter instance launch failures. AWS has identified a fix and is in the process of validating it. Once confirmed safe, the fix will be deployed to the first Availability Zone (AZ). We are closely monitoring the situation and will continue to provide updates as progress is made.
- investigating Oct 20, 2025, 07:58 PM UTC
We continue to work closely with AWS. We will provide another update in an hour. Please reach out to ProSupport at [email protected] for additional queries as our TigerConnect Admin and Phone system have been impacted.
- monitoring Oct 20, 2025, 09:39 PM UTC
We are seeing significant improvement and services seem to be back to normal. We are completing testing and monitoring closely.
- resolved Oct 20, 2025, 10:26 PM UTC
Our performance testing confirms that all services have been fully restored and are operating normally. We will continue to monitor closely to ensure ongoing stability. If you have any questions or encounter any issues, please don’t hesitate to contact ProSupport. To assist with any concerns or lingering challenges, we’re extending our support hours today. 📞 Phone: (650) 564-4722 📧 Email: [email protected] Thank you for your continued patience and trust.