Summary of event: On October 24, patients who successfully checked in did not appear in the Waiting Room queue due to an incident from our real-time partner, PubNub. PubNub provides the technology that enables instant updates to doxy.me when a patient has joined a provider's Waiting Room and allows us to start a video call. This led to an outage on doxy.me approximately between October 24, 7:15 AM ET - 10:00 AM ET and October 24, 8:15 PM ET - October 25, 6:00 AM ET.

Business impacts: Although providers were able to log in, their Waiting Room queue remained empty, preventing a session from starting between the patient and provider.

Root cause: Our real-time partner, PubNub, encountered an unusual surge in traffic from sources other than doxy.me, that temporarily overwhelmed their system, preventing it from responding quickly enough. As a result, PubNub’s communications to doxy.me were interrupted, causing patients to not appear in the Waiting Room queue. 

How was the issue resolved: PubNub blocked the source of surging traffic and made changes to handle the increased demand. Once PubNub made this update, doxy.me was fully operational again. Doxy.me did not make any changes. 

Preventative next steps: Doxy.me will collaborate with PubNub to ensure PubNub can manage traffic surges from its other customers and maintain scalable infrastructure, minimizing any potential impact on doxy.me services and customers.