Summary of event: Users trying to access doxy.me were experiencing ‘Server Problem’ error pages.
Business Impacts: Providers were unable to log in to start calls. Patients were not able to check in to see their providers.
Root cause: An update deployed last Thursday (6/3/21) contained an incorrect change to database indexes. Under the load of users today, the pods began to restart frequently. This created additional strain on the servers.
How the issue was resolved: We added temporary resources to help stabilize the working environment.
Preventative next steps: The incorrect change to the database indexes will be rolled back and taken out of our production codebase so users won’t be affected.
Posted Jun 08, 2021 - 11:03 EDT
This incident has been resolved. We will be providing a post mortem in the next 2 business days.
Posted Jun 07, 2021 - 10:22 EDT
Doxy.me pages are now loading, and we are now having successful calls internally. If you are still experiencing the server error page, please do a hard refresh or open a new browser to resume using doxy.me.
To do a hard refresh, try one of the following based on your device:
For Mac users: - Hold Shift and click the reload button on your browser - Press the Command, Shift, and R keys at the same time
For Windows users: - Hold down Ctrl and click the Reload button. - Hold down Ctrl and click F5. - Hold down Ctrl + Shift and click R.
We are continuing to research for the root cause of the server errors this morning.