TrackVia experienced a minor incident on April 29, 2026 affecting Commercial Cloud and HIPAA Cloud, lasting 8h 30m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 29, 2026, 03:49 PM UTC
We are currently investigating an increase in HTTP 401 authentication errors affecting access to application resources in the commercial environment. Some users may have needed to refresh the application to continue working. We will provide further updates as more information becomes available.
- identified Apr 29, 2026, 05:40 PM UTC
We have identified the root cause of the increased HTTP 401 authentication errors affecting access to application resources in the commercial environment. Our team is actively working on implementing a solution. We will continue to provide updates as progress is made.
- monitoring Apr 30, 2026, 12:03 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 30, 2026, 12:20 AM UTC
This incident has been resolved.
- postmortem May 13, 2026, 10:17 PM UTC
## Post-incident summary ### What happened After our scheduled release on April 27, a portion of customers encountered an unexpected authentication error page in two narrow scenarios on forms: saving a record that fell outside the current view's filter, and saving on a form that had been idle long enough for a background credential refresh to occur. ### Customer impact Affected users saw a full-page authentication error instead of the expected in-app message or a normal successful save. Refreshing the page allowed work to resume. No customer data was exposed, lost, or modified as a result of this issue. ### Root cause The application periodically refreshes the secure credentials used to authorize requests. A change in this release exposed a latent issue in which certain read requests on form pages continued to use a previously cached credential after it had been refreshed. When that older credential was no longer valid, the request was rejected and a full-page error was shown. ### Resolution We changed how authentication credentials are supplied to the affected read operations so that all requests use the current credential and automatically recover from a just-expired credential. The fix has been deployed and verified. ### Preventive actions * Added automated regression coverage for the "record saved outside the active view filter" flow, including verification that the friendly in-app message — not a full-page error — is shown. * Added automated regression coverage to confirm that authentication errors from expired credentials are handled transparently without surfacing a full-page error. * Strengthened internal review practices for shared foundational components that flow into customer-facing releases. We appreciate your patience. If you believe you experienced an impact that has not been resolved, please reach out to [email protected].