Outage in Hypercare

[CA Region, Web Portal] User Contact Page Not Loading

Resolved Minor
October 28, 2025 - Started 27 days ago - Lasted about 6 hours
Official incident page

Incident Report

[CA Region, Web only] The web application in Canada region is having the below issues: - Login via single-sign-on. Logged in users are advised to stay logged in - Viewing the contact profile details of users. Searching users is impacted Mobile users are not impacted. The engineers are currently investigating the issues.
Components affected
Hypercare Messaging On-Call Roles Hypercare Login/Signup

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Latest Updates ( sorted recent to last )
RESOLVED 27 days ago - at 10/28/2025 03:50PM

The incident is resolved and closing this incident.

MONITORING 27 days ago - at 10/28/2025 02:39PM

[Canada region] The fix for SSO login on web browser has been deployed. Users are now able to login to their Hypercare accounts.

IDENTIFIED 27 days ago - at 10/28/2025 01:20PM

[Canada Region] User profile viewing and searching is fixed. Engineers are working on fixing the SSO login issue.

IDENTIFIED 27 days ago - at 10/28/2025 12:24PM

[Canada Region] The engineers are working on a hot fix for the web SSO login issue, as well as user profile viewing and searching.

INVESTIGATING 27 days ago - at 10/28/2025 10:20AM

[CA Region, Web only] The web application in Canada region is having the below issues:
- Login via single-sign-on. Logged in users are advised to stay logged in
- Viewing the contact profile details of users. Searching users is impacted
Mobile users are not impacted. The engineers are currently investigating the issues.

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[CA & US Region] Users being logged out of Hypercare app (iOS only) - 5 months ago

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