tag:status.tapinspect.com,2005:/historyTap Inspect Status - Incident History2024-03-28T14:40:21-04:00Tap Inspecttag:status.tapinspect.com,2005:Incident/200415782024-02-24T06:52:19-05:002024-02-24T06:52:19-05:00Database Maintenance<p><small>Feb <var data-var='date'>24</var>, <var data-var='time'>06:52</var> EST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>24</var>, <var data-var='time'>06:00</var> EST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>21</var>, <var data-var='time'>15:51</var> EST</small><br><strong>Scheduled</strong> - We will be performing upgrades to our database, and it will require suspending the web application and client portal during that time. It will not be possible to log into the web application, or for clients and agents to pick up reports. Anyone attempting to visit the client portal will be shown a message that the system is temporarily under maintenance.<br /><br />The mobile app will still be functional, so jobs can still be created and data collected. However, jobs will not be able to be shared, and data will not synchronize between devices during the outage.</p>tag:status.tapinspect.com,2005:Incident/175638752023-06-13T17:30:10-04:002023-06-13T17:30:10-04:00PDF generation and photo display problems<p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>17:30</var> EDT</small><br><strong>Resolved</strong> - The incident has been resolved and all systems are operating normally again.</p><p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>17:09</var> EDT</small><br><strong>Monitoring</strong> - Amazon believes they have fixed the root problem and we expect PDF generation to begin fully working again shortly.</p><p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>16:55</var> EDT</small><br><strong>Update</strong> - We are now seeing a recovery of photos in the web UI and client portal. PDF generation is still experiencing an elevated error rate.</p><p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>16:11</var> EDT</small><br><strong>Update</strong> - The Amazon outage is also affecting our system's ability to show photos both in the web app and in the client portal.</p><p><small>Jun <var data-var='date'>13</var>, <var data-var='time'>15:54</var> EDT</small><br><strong>Identified</strong> - Due to an outage at Amazon Web Services, our PDF generation engine is experiencing elevated error rates. The client portal is still fully accessible and all client data is still visible through a web browser, but clients and agents may not be able to download a PDF version of reports. AWS has informed us that they have identified the root cause and are actively working toward resolution.</p>tag:status.tapinspect.com,2005:Incident/112781872022-09-27T11:22:39-04:002022-09-27T11:22:39-04:00Some Payments Merchant Accounts are Showing Expired<p><small>Sep <var data-var='date'>27</var>, <var data-var='time'>11:22</var> EDT</small><br><strong>Resolved</strong> - We have been informed that a setting enabled that auto expired our sub-merchants after one year unless they were renewed via an API call. We were unaware of this setting and it was not disclosed during our onboarding with the ProPay technical team.<br /><br />All expired merchant accounts have been manually renewed and are operating as expected.<br /> <br />We have reached out to our relationship manager to have this option disabled so we can avoid this issue going forward.</p><p><small>Sep <var data-var='date'>26</var>, <var data-var='time'>19:57</var> EDT</small><br><strong>Investigating</strong> - We are currently investigating an issue where some Payments users are not able to process online payments. This issue prevents the Pay Now button from being displayed on invoices as well as the ability to manually accept card payments from the job in the web account.<br /><br />This issue appears to be isolated to merchant accounts that have recently had their first anniversary. We are working with ProPay, our payments provider to better understand and resolve the issue.</p>tag:status.tapinspect.com,2005:Incident/111424762022-09-15T11:24:23-04:002022-09-15T11:36:06-04:00Secure24 API failures<p><small>Sep <var data-var='date'>15</var>, <var data-var='time'>11:24</var> EDT</small><br><strong>Resolved</strong> - The Secure 24 API started rejecting our requests starting on September 12 due to an update on their end. We have changed the URL that is used to post API requests and all is functioning as expected.<br /><br />Any jobs that have attempted to be sent to Secure 24 since the incident began will have failed and notifications sent to the Tap Inspect user. Those jobs will need to be resent to Secure24 by publishing/sharing again.</p>