Hypercare Status - United States

Updates

• Nov 6, 2025 2:40 PM EST

  All critical Hypercare services have returned to normal operations.

  If users are experiencing any technical issues, call 1(877) 379-3533 for immediate assistance or email support@hypercare.com for non-urgent inquiries.

  Resolved
• Nov 3, 2025 8:43 PM EST (2 days, 17 hours, and 57 minutes earlier)

  The following issues have been resolved:
  - (CA and US) Directory Synchronization has been turned back on
  - (CA and US) Shell accounts are now viewable on the On-Call page on iOS

  The following functionalities continue to remain impacted and the team is actively working on restoring full services:
  - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version, log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users are advised to call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.

  Monitoring
• Oct 31, 2025 10:53 PM EDT (2 days, 22 hours, and 49 minutes earlier)

  The following issues have been resolved:
  - (CA and US) Nov 1 on-call shifts displayed an error when viewing the on-call schedule on Android.
  - (CA and US) Android app version 15.1.7 was released to resolve a notification bug impacting some US Region users.

  The following functionalities continue to remain impacted and the team is actively working on restoring full services:
  - (CA and US) Directory Synchronization is paused
  - (CA and US) Some users have reported not receiving push notifications to their iOS or Android app since the migration. For users experiencing this, ensure the mobile app is updated to the latest version (iOS app 18.4.2 and Android app 15.1.7), log out and remove all accounts from the device, close the app, and then log in again. If immediate assistance is needed, users can call 1(877) 379-3533. This issue has not been widely reported, so we continue to monitor reported cases. If users are receiving push notifications, no further action is required.

  Monitoring
• Oct 31, 2025 12:39 PM EDT (10 hours and 13 minutes earlier)

  The following issue has been resolved:
  - (CA only) Chat list loading issues
  - (CA only) Schedule access issues for administrators
  - (CA only) Equity report downloads
  - (CA only) Schedule download
  - (CA only) Backup SMS delivery
  - UPDATED (CA only) External schedule integration

  The following functionalities are currently impacted, and the team is actively working on:
  - (CA and US) Directory Synchronization is paused
  - NEW (CA and US) Some users may not receive push notifications since the migration.
  Recommended action: Users should remove and log out of all accounts from the device, then log in again.

  Monitoring
• Oct 30, 2025 2:00 PM EDT (22 hours and 38 minutes earlier)

  The following issue has been resolved:
  - (CA only) Some users are unable to load or view their chat list
  - (CA only) Some administrators are unable to access schedules
  - (CA only) Equity report downloads
  - UPDATED (CA only) Schedule download is temporarily unavailable
  - UPDATED (CA only) Backup SMS delivery is currently unavailable

  The following functionalities are currently impacted, and the team is actively working on:
  - (CA only) External schedule integration is paused
  - (CA and US) Directory Synchronization is paused

  Monitoring
• Oct 30, 2025 12:26 PM EDT (1 hour and 34 minutes earlier)

  The following issue has been resolved:
  - (CA only) Some users are unable to load or view their chat list
  - NEW (CA only) Some administrators are unable to access schedules
  - NEW (CA only) Equity report downloads

  The following functionalities are currently impacted, and the team is actively working on:
  - (CA only) Schedule download is temporarily unavailable
  - (CA only) External schedule integration is paused
  - (CA only) Backup SMS delivery is currently unavailable
  - (CA and US) Directory Synchronization is paused

  We will provide an update as soon as these services are restored. Thank you for your patience and understanding.

  Monitoring
• Oct 30, 2025 11:47 AM EDT (38 minutes earlier)

  The following issue has been resolved:
  - (CA only) Some users are unable to load or view their chat list

  The following functionalities are currently impacted, and the team is actively working on:
  - (CA only) Some administrators are unable to access schedules
  - (CA only) Schedule and equity report downloads are temporarily unavailable
  - (CA only) External schedule integration is paused
  - (CA only) Backup SMS delivery is currently unavailable
  - (CA and US) Directory Synchronization is paused

  We will provide an update as soon as these services are restored. Thank you for your patience and understanding.

  Monitoring
• Oct 30, 2025 12:24 AM EDT (11 hours and 22 minutes earlier)

  We are aware of several issues following the recent deployment and our team is actively working to restore full service availability. The following functionalities are currently impacted:
  - (CA only) Some users are unable to load or view their chat list
  - (CA only) Some administrators are unable to access schedules
  - (CA only) Schedule and equity report downloads are temporarily unavailable
  - (CA only) External schedule integration is paused
  - (CA only) Backup SMS delivery is currently unavailable
  - (CA and US) Directory Synchronization is paused

  We will provide an update as soon as these services are restored. Thank you for your patience and understanding.

  Monitoring
• Oct 29, 2025 3:33 PM EDT (8 hours and 50 minutes earlier)

  We are receiving support that some of the users are not able to view the list of chats from their account. We are currently investigating the cause of this issue and our engineering team is currently identifying a resolution.

  Monitoring
• Oct 29, 2025 6:45 AM EDT (8 hours and 48 minutes earlier)

  Virtual Paging has returned to operations.

  Monitoring
• Oct 29, 2025 6:25 AM EDT (20 minutes earlier)

  Escalations phone calls for code team activations has returned to operations.

  Monitoring
• Oct 29, 2025 6:22 AM EDT (2 minutes earlier)

  Escalations phone calls for code team activations is currently experiencing an issue. The team is investigating the root cause.

  Investigating
• Oct 29, 2025 6:14 AM EDT (8 minutes earlier)

  Virtual paging services continue to be redirected to designated alternate numbers and we are working on resuming regular service.

  Monitoring
• Oct 29, 2025 6:13 AM EDT (1 minute earlier)

  All Hypercare services have resumed on all platforms.

  Users who are part of two or more Hypercare organizations are advised to verify they have remained logged in to all their desired Hypercare organizations, as these users may have been logged out during the maintenance period.

  Our team will continue to monitor services returning to operations.

  Monitoring
• Oct 29, 2025 5:00 AM EDT (1 hour and 12 minutes earlier)

  As part of Hypercare’s recent upgrade to user account structures, the scheduled maintenance downtime has been extended beyond 05:00 EDT.

  All Hypercare services continue to be temporarily unavailable on our mobile applications (iOS and Android). These include, but are not limited to messaging, scheduling, on-call locating, and code activations.

  Our Web platforms (app.hypercare.com and admin.hypercare.com) are fully operational.

  We apologize for the inconvenience and are working on restoring all services.

  Identified