Updox experienced a minor incident on October 10, 2024 affecting Updox and Fax, lasting 27d. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 10, 2024, 01:36 PM UTC
Updox is experiencing a disruption in service with faxing, fax confirmation pages, uploading (drag and drop), and virtual printing. Users may see an error message when performing these functions. We are investigating the issue and will post updates every 30 minutes.
- identified Oct 10, 2024, 02:33 PM UTC
Our team continues to investigate the service interruption with Updox faxing, fax confirmation pages, uploading (drag and drop), and virtual printing. We will continue to provide updates as we have more information. Thank you for your patience.
- identified Oct 10, 2024, 04:04 PM UTC
We are currently experiencing a system outage affecting the following services: * Inbound Faxing: All inbound faxing is unavailable. * Outbound Faxing: Outbound faxes will continue to work, but only for documents that existed in the inbox before the disruption. * Updox Printer: The printer is unavailable. * Video Chat: Sessions will continue without impact, but video chat summaries will not be available post-session. * Forms: Any form submission containing an image or signature will fail. * Secure Texting: Messages with attachments will fail upon submission. * Portal Messages: Portal messages with attachments cannot be processed. * Email: Email messages with attachments cannot be processed. * Direct Secure Messaging: Direct Secure Messages with attachments are unable to be processed. * My Signature: New signature upload is unavailable. We have identified the root cause of the issue and are actively working to resolve it; we will continue to provide hourly updates.
- identified Oct 10, 2024, 04:07 PM UTC
We are continuing to work on a fix for this issue.
- identified Oct 10, 2024, 06:09 PM UTC
We are currently experiencing a system outage affecting the following services: * Inbound Faxing: All inbound faxing is unavailable. * Outbound Faxing: Outbound faxes will continue to work, but only for documents that existed in the inbox before the disruption. * Updox Printer: The printer is unavailable. * Video Chat: Sessions will continue without impact, but video chat summaries will not be available post-session. * Forms: Any form submission containing an image or signature will fail. * Secure Texting: Messages with attachments will fail upon submission. * Portal Messages: Portal messages with attachments cannot be processed. * Email: Email messages with attachments cannot be processed. * Direct Secure Messaging: Direct Secure Messages with attachments are unable to be processed. * My Signature: New signature upload is unavailable. We have identified the root cause of the issue. Our operations team is still working towards restoration of services. We will continue to provide hourly updates.
- identified Oct 10, 2024, 08:23 PM UTC
We will be taking the application offline at 4:30 PM (Eastern) to perform emergency maintenance. The application will be down for approximately 1 hour. Once the application is is restored we will post an update.
- identified Oct 10, 2024, 10:13 PM UTC
The application has been restored as of 5:10 PM (Eastern), please note, data will temporarily be limited to the past 30 days. The system will continue to process historical data throughout the night reaching full restoration by tomorrow morning. Inbound faxes were queued throughout the day and will process overnight.
- identified Oct 11, 2024, 11:58 AM UTC
The application has been restored as of 5:10 PM (Eastern) yesterday. Data is temporarily limited to the past 2 months (August 20th to present). We are currently in the process of restoring data older than 2 months. Your patience is appreciated and we will keep you updated on our progress. Signatures may be unavailable. If so, we recommend uploading a new signature. Instructions are located on our knowledge base: https://help.updox.com/help/how-to-upload-signature-for-document-editor.
- identified Oct 11, 2024, 09:03 PM UTC
Data is temporarily limited to the past 2 months (August 20th to present). We are currently in the process of restoring data older than 2 months. Your patience is appreciated and we will keep you updated on our progress. Signatures have been restored in the document editor as of 4:50 PM (Eastern) today, October 11th.
- identified Oct 14, 2024, 02:37 PM UTC
Data is temporarily limited to the past 2 months (August 20th to present). We are currently in the process of restoring data older than 2 months. Your patience is appreciated and we will keep you updated on our progress. * Secure Text may be unavailable for some patients due to the above mentioned issue. Signatures have been restored in the document editor as of 4:50 PM (Eastern) Friday, October 11th.
- identified Oct 14, 2024, 05:05 PM UTC
Data is temporarily limited to the past 8 months (~February 23rd to present). We are currently in the process of restoring data older than 8 months. Your patience is appreciated and we will keep you updated on our progress. * Secure Text may be unavailable for some patients due to the above mentioned issue. Signatures have been restored in the document editor as of 4:50 PM (Eastern) Friday, October 11th.
- identified Oct 16, 2024, 01:46 PM UTC
Data is temporarily limited to the past 10 months (January 2024 to present). We are currently in the process of restoring data older than 10 months. Your patience is appreciated and we will keep you updated on our progress. * Secure Text may be unavailable for some patients due to the above mentioned issue.
- identified Oct 18, 2024, 06:54 PM UTC
Data is temporarily limited to the past 1 year and 10 months (January 2023 to present). We are currently in the process of restoring data from prior to January 2023. Your patience is appreciated and we will keep you updated on our progress. * Secure Text may be unavailable for some patients due to the above mentioned issue.
- identified Oct 21, 2024, 02:56 PM UTC
Data is temporarily limited to the past 2 years and 10 months (January 2022 to present). We are currently in the process of restoring data from prior to January 2022. Your patience is appreciated and we will keep you updated on our progress. * Secure Text may be unavailable for some patients due to the above mentioned issue.
- identified Oct 23, 2024, 01:16 PM UTC
Data is temporarily limited to the past 10 months (January 2024 to present). We are currently in the process of restoring data from prior to January 2024. Your patience is appreciated and we will keep you updated on our progress. The issue impacting Secure Text has been resolved. Patients will now be able to access Secure Text conversations.
- identified Oct 31, 2024, 03:49 PM UTC
Data is temporarily limited to the past 5 years and 10 months (January 2019 to present). We are currently in the process of restoring data from prior to January 2019. Your patience is appreciated and we will keep you updated on our progress.
- resolved Nov 06, 2024, 02:34 PM UTC
Data has been fully restored. All historical documents are accessible again. If further assistance is needed, please contact [email protected].