Hero App - Intermittent API failures affecting core features – Incident details

All systems operational

Intermittent API failures affecting core features

Resolved
Partial outage
Started about 1 year agoLasted about 6 hours

Affected

Hero Features

Partial outage from 11:01 AM to 12:58 PM, Operational from 12:58 PM to 5:06 PM

Admin Portal

Partial outage from 11:01 AM to 12:58 PM, Operational from 12:58 PM to 5:06 PM

Hero Toolbar

Partial outage from 11:01 AM to 12:58 PM, Operational from 12:58 PM to 5:06 PM

Updates
  • Resolved
    UTC
    Resolved

    The issue has now been resolved. Platform functionality has returned to normal, and a long-term fix has been implemented to prevent recurrence.

    Thank you for your patience.

  • Monitoring
    UTC
    Monitoring

    We’ve identified that the issue was caused by reaching a request limit on one of our authentication providers (Kinde), which led to intermittent failures across key features such as inbox access and patient search.

    Our engineering team has implemented a temporary workaround with support from Kinde, who have increased our request allowance for the short term. We’re also implementing a longer-term caching solution to prevent this issue from recurring.

    At this time, the platform is operating normally and we are actively monitoring to ensure stability continues. We’ll provide a final update once the issue is fully resolved.

    Thank you for your patience.

  • Investigating
    UTC
    Investigating

    We are currently experiencing an issue where a portion of API calls are intermittently failing. As a result, some users may encounter problems with features such as the inbox, patient search, and other areas of the system that rely on real-time data.

    Our team is actively investigating the root cause and working to restore full stability as soon as possible. We will provide further updates here as we learn more.

    Thank you for your patience and understanding.