Zanda - Notice history

All systems operational

Operational

AU/Global - Clinic App - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 98.77%May · 99.97%

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Mar 2024
Apr 2024
May 2024

AU/Global - Client Portal - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 100.0%May · 99.97%

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Mar 2024
Apr 2024
May 2024

AU - Communications - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 100.0%May · 100.0%

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Mar 2024
Apr 2024
May 2024
Operational

US - Clinic App - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 99.90%May · 100.0%

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Mar 2024
Apr 2024
May 2024

US - Client Portal - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 100.0%May · 100.0%

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Mar 2024
Apr 2024
May 2024
Operational

UK - Clinic App - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 99.90%May · 100.0%

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Mar 2024
Apr 2024
May 2024

UK - Client Portal - Operational

100% - uptime
Mar 2024 · 100.0%Apr · 100.0%May · 100.0%

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Mar 2024
Apr 2024
May 2024

Notice history

May 2024

Regional Outage - AU infrastructure
  • Resolved
    UTC
    Resolved

    This incident has been resolved. Thank you for your patience.

  • Monitoring
    UTC
    Monitoring
    We implemented a fix and are currently monitoring the result.
  • Investigating
    UTC
    Investigating

    We are investigating access issues to Power Diary in the AU region. You may experience timeout error messages and not be able to conduct basic tasks.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Server Upgrade
  • Completed
    17 May, 2024 at 1:30 AMUTC
    Completed
    17 May, 2024 at 1:30 AMUTC

    Maintenance was completed. Databases in the UK and US regions have been upgraded to improve the system's performance in both regions.

  • In progress
    17 May, 2024 at 1:00 AMUTC
    In progress
    17 May, 2024 at 1:00 AMUTC
    Maintenance is now in progress
  • Planned
    17 May, 2024 at 1:00 AMUTC
    Planned
    17 May, 2024 at 1:00 AMUTC

    We are planning for a scheduled maintenance to upgrade our Server for the UK and US environments during that time.

    • When: 2AM-2:30AM UK, 9PM-9:30PM EST US

    • Duration: a few minutes of downtime during the time window mentioned above

    We thank you for your understanding!

Regional Outage - UK
  • Resolved
    UTC
    Resolved

    The issue has been resolved, we apologise for any inconvenience this might have caused you.

    We are investigating access issues to Power Diary in the UK region. You may experience error messages and not be able to conduct basic tasks.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

"Server Error in '/' Application" at uk.powerdiary.com
  • Resolved
    UTC
    Resolved

    This incident has been resolved. We appreciate your patience during this time and apologise for the inconvenience caused.

  • Identified
    UTC
    Identified

    Our engineers are reverting to a previous version of Power Diary on uk.powerdiary.com. We expect an ETA of only a few minutes.

  • Investigating
    UTC
    Investigating

    We are investigating access issues to Power Diary for accounts hosted in the UK region. You may experience error messages like "Server Error in '/' Application" and not be able to conduct basic tasks.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Internal Error when Creating Superbills and Statements
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Investigating
    UTC
    Investigating
    We are currently investigating this incident.

Apr 2024

User receiving 'device not active' when processing Medicare claims
  • Resolved
    UTC
    Resolved

    This issue is now be resolved and Medicare claims should be being submitted to Medicare correctly as expected. Thank you for your patience.

  • Investigating
    UTC
    Investigating
    We are currently investigating this incident.
SMS replies in the UK not being delivered
  • Resolved
    UTC
    Resolved

    This incident has been resolved by our third-party SMS delivery partner, and we can confirm that all SMS replies from UK mobile numbers are immediately appearing in Power Diary as expected.

  • Update
    UTC
    Update

    We have successfully chased this with our third-party SMS partner, and can confirm that this is an issue that they have raised with their engineering team.

    We will continue to monitor the situation and provide updates as we get them.

  • Monitoring
    UTC
    Monitoring

    Our SMS delivery partner is not delivering SMS replies from UK mobile numbers into Power Diary. This affects the ability to automatically change appointment statuses based on patient replies, and the Messaging panel will not show replies to outgoing messages.

    We will update this page with further information as soon as we get it from our SMS delivery partner. We appreciate your patience during this time.

Printing or Emailing any documents results in an error
  • Resolved
    UTC
    Resolved

    This incident has been resolved. Generating PDF invoices, letters and sending invoices/receipts via email should now work as expected.

    We'd again like to thank you for your patience during this time, and do email support@powerdiary.com if you have any follow-up queries or experience related issues.

  • Identified
    UTC
    Identified

    We have identified the root cause, but not a complete fix at the time of writing.

    As a potential workaround, removing your business logo image from invoices/receipts (Settings > Configuration > Invoices) allows the generated PDF to work as expected.

    We continue to work on resolving the issue entirely and appreciate your continued patience during this time.

  • Update
    UTC
    Update

    Engineers are continuing to investigate this, and looking for solutions. We apologise for the inconvenience caused during this time.

  • Update
    UTC
    Update

    We are continuing to investigate this incident.

  • Update
    UTC
    Update

    Our engineers are currently looking into this at a high priority. We appreciate your continued patience during this time.

  • Investigating
    UTC
    Investigating

    We are investigating error messages when:

    1. Attempting to email or print an invoice/receipts or

    2. When attempting to send a letter via email as an attachment

    3. When attempting to export a generated letter as a PDF file.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Issues with practitioner video and audio not coming through to clients on Telehealth Plus+
  • Resolved
    UTC
    Resolved
    This incident has been resolved.
  • Identified
    UTC
    Identified

    We have identified the cause of the Telehealth Plus+ issues and are working on resolving those now. We are estimating to have this resolved by the end of the day.

  • Investigating
    UTC
    Investigating

    We have had several reports of clients not being able to see or hear the practitioner in Telehealth Plus+ session, and have been able to replicate this issue as well. We are investigating the cause and are looking to get this resolved as soon as possible.

    In the meantime we would suggest either using our Telehealth Lite service where applicable, this service is still working as expected, or utilise another Teleconferencing service for group appointments until this is fixed.

    We will update this page with further information as soon as possible, and appreciate your patience during this time.

Users with active 2FA (Two Factor Authentication) are unable to access Power Diary
  • Resolved
    UTC
    Resolved

    IMPORTANT UPDATE: This does not appear to be a system related issue. Please clear the cache, cookies and history on the browser for at least 31+ days, for any browser you use for accessing Power Diary, restart the browser and try to log in again. https://support.powerdiary.com/article/120-clearing-your-cache-cookies-and-history

    In some cases you will need to disable and re-enable 2FA to prompt the connection again.

    Please contact support@powerdiary.com if none of the above actions resolve the issue.

    RESOLVED: We are aware that users who utilize the 2FA when they log in to their accounts, get the error message 'This page isn't working' and are unable to access their accounts.

Mar 2024

Client Tasks List Not Loading
  • Resolved
    UTC
    Resolved


    28 March 2024 09:50 AM AEDT: This issue has been resolved. Thank you for your patience.

    We are aware of an issue with the client tasks list not loading. The engineering team are investigating. We will keep you informed and we apologise for any inconvenience this may cause.

Custom List section of site is giving an error message "Failed to get registries from backend."
  • Resolved
    UTC
    Resolved

    This has now been resolved.

504 gateway timeout error
  • Resolved
    UTC
    Resolved

    The slowdown was due to an update that needed to be deployed. Performance slowed while it was being deployed, We apologise for any inconvenience.

Bulk Send / Marketing Campaigns May Send Multiple Times to Same Recipients
  • Resolved
    UTC
    Resolved

    We have identified that in certain instances, a message sent via the Bulk Send feature may be sent to the same recipients more than once if there is an exception . We're currently working on a resolution. We apologize for any inconvenience this may have caused.

Online Forms with File Upload fields are not accessible to clients
  • Resolved
    UTC
    Resolved

    This incident has been resolved. We appreciate your patience.

  • Identified
    UTC
    Identified

    We have identified an issue where online forms that contain file upload fields open as a blank page to clients. We are currently working on a fix. We apologise for any inconvenience this might have caused you and your clients.

Mar 2024 to May 2024

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