September 10th, 2019 application outage

On September 10th, 2019 at approximately 12:00 PM PST experienced server issues that prevented the loading of the application. This affected all customer who uses the platform. 

Update: The issues were resolved and services resumed at approximately 6:00 PM PST on Sept 10, 2019. 

Root CauseThe exact root cannot be determined due to the complexity and interdependencies of the various servers involved. The affected servers were restarted and rebuilt to ensure services resume as soon as possible. 

Transactions affected: Our application utilizes different servers to host different APIs, therefore the affected APIs failed to fully transmit as well as failed to retrieve information from integrated systems. Partially transmitted transactions have been reprocessed completely and rejected transactions are retriggered and retransmitted. 

Lessons Learned: We will need an efficient way to determine the root cause to prevent the issue from reoccurring. We also temporarily turned off some APIs; however, 1 was not turned back on. So we will ensure that all temporary changes are reverted back. 

Please contact Support with any questions or concerns.
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