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Outage and incident data over the last 30 days for Core Practice.
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Component | Status |
---|---|
Core Practice Application | Active |
DNS & Gateway Sydney - SYD | Active |
Email Components | Active |
SMS CARRIER NETWORK - APAC | Active |
SMS Components | Active |
Support Inbound calls | Active |
Website | Active |
View the latest incidents for Core Practice and check for official updates:
Description: Summary of Impact: On 28th August 2024, between 06:10 PM and 6:40 PM (AEDT), a significant number of users intermittently encountered application errors, which inhibited their ability to access the Core Practice system. Root Cause: Upon investigation, we identified that a small number of dependency requests were returning 500 errors, preventing the Core Practice application from loading successfully. This issue was exacerbated by the recent migration of Core Practice to a new infrastructure architecture, which took longer than expected to diagnose. We found that some server pools were functioning as expected, and steps were taken to reroute all traffic to these unaffected pools. Further investigation revealed that one of the servers in the affected pool had failed to load, prompting us to rebuild the affected server. Mitigation: The Core Practice team is committed to improving infrastructure through the new server migration to enhance security and redundancy by routing traffic to healthy pools. We are currently working to improve our emergency procedures to reduce switchover downtime and are reviewing processes to automate repairs without manual intervention. We apologize for the inconvenience caused and thank you for your cooperation.
Status: Resolved
Impact: Critical | Started At: Aug. 28, 2024, 8:27 a.m.
Description: This incident has been resolved.
Status: Resolved
Impact: None | Started At: Aug. 15, 2024, 12:34 a.m.
Description: Summary of Impact: On 2nd July 2024, between 5:45 PM and 6:00 PM AEDT (approx), we identified that one of our database servers experienced an elevated level of application errors. During this time, some users on the affected server were unable to access Core Practice. Root Cause: Upon investigation, we determined that high disk activity on the affected database server was the underlying root cause. The high disk activity caused the database service to shut down. Mitigation: The Core Practice team is dedicated to improving our infrastructure to prevent such issues from recurring, and we have increased server capacity. We will be working to migrate customers to new infrastructure in the coming weeks to ensure better stability and performance. We sincerely apologize for the impact on affected customers. We are committed to enhancing our architectural resiliency and mitigating the issues that contributed to this incident and its widespread impact.
Status: Resolved
Impact: Major | Started At: July 2, 2024, 8 a.m.
Description: Optus network has now been restored and we are expecting all Core services to be operational again. We again thank you for your patience.
Status: Resolved
Impact: Major | Started At: Nov. 7, 2023, 10:44 p.m.
Description: Summary of Impact: On 25th October 2023, between 11:00AM to 12:30PM (AEDT), a server outage was identified. A significant number of users encountered an "SSL Certificate Expired" warning from their browser, which inhibited their ability to access the Core Practice system. Root Cause: Upon investigation, the expiration of the SSL Certificate was traced back to an unsuccessful automatic renewal. The failure in automatic renewal was attributed to modifications in the validation process of approved domains by our Certificate Authority provider. While we aimed to reduce the outage duration, this incident was exacerbated when it was discovered that the certificate had not been successfully installed across multiple servers. Fortunately, we managed to utilize redundant servers on standby to meet the user demands. Mitigation: The Core Practice team is dedicated to improving our infrastructure to prevent such issues from recurring. We are currently incorporating Application Gateway technology to mitigate the risks tied to certificate management.
Status: Resolved
Impact: Major | Started At: Oct. 25, 2023, 12:34 a.m.
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