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CommCare Maintenance Updates – Archives

July 13, 2017

July 13, 2017 (11:30pm IST)

We are currently undergoing planned downtime and will be back online by 2:00am UTC. Thank you for your patience and we apologize for any inconvenience this has caused.

March 22, 2017

March 22, 2017 (3:25am EST)

CommCareHQ is back online. Please let us know if you experience any problems.

March 22, 2017 (3:10am EST)

We are currently experiencing issues on CommCareHQ. Our engineers are looking into the issue and we will keep you updated with the latest information. Thank you for your patience while we work to resolve this issue and apologies for any inconvenience caused.

 

March 10, 2017

The planned maintenance of CommCare’s India platform (india.commcarehq.org) has been completed. Please reach out to us if you are experiencing any issues.

March 9, 2017

Due to a planned maintenance of one of our servers, CommCare’s India platform (india.commcarehq.org) will experience a brief period of downtime on Thursday, March 9th at 9:00pm IST.

 

February 6, 2017

Due to a planned maintenance of one of our servers, Dimagi users may notice a brief decrease in CommCare’s performance on February 6, 2017 from 23:00-01:00 UTC. We do not expect any down time but will monitor to make sure the maintenance goes as planned.

 

January 20, 2017

We recently discovered a bug involving the roles of mobile workers on a limited number of domains. Some mobile workers on these affected domains will be locked out of pages they previously had access to on CommCare HQ that they are used to seeing. If you have given your mobile workers specific roles, and updated them between 1/11/17 and 1/18/17, you should check your mobile workers’ settings to make sure the role is still set, and does not show as “none”.

If your mobile worker no longer has the correct role set, you can fix this on the edit mobile worker page (as seen below), or by uploading via Excel. Please email support@dimagi.com with any questions.

Screen Shot 2017-01-20 at 2.15.19 PM

 

November 10, 2016

Planned maintenance of one of our servers completed successfully.

October 23, 2016

October 23 (12:30am EST)

The issue has been completely resolved. Please let us know if you continue to face any problem.

October 21 (8:20am EST)

CommCareHQ is back online, however, please note that this is a temporary resolution and we expect to face intermittent outage until a permanent fix is established. Thank you for your patience while we work to resolve this issue.

October 21 (7:45am EST)

CommCare HQ is currently down due to an issue with our hosting provider. We are working with our hosting provider to get it back online as quickly as possible.

October 5, 2016

October 5 (1:12pm EST)

We are back online! Please let us know if you continue to see any issues. Again, apologies for this outage.

October 5 (12:31pm EST)

Today’s earlier issue appears to have resurfaced and CommCare HQ is down again. We are working with our hosting provider to get a timeline on when to expect a fix. We are also continuing to work on finding backup options for our hosting provider to prevent further occurrences. We will update as we get new information, thanks for your patience

October 5 (9:18am EST)

We are back online! CommCare HQ should be fully restored. Let us know if you continue to see any issues, and apologies for the inconvenience. We will be retroing on our side to see if there is anything we can do to prevent an issue like this in the future.

October 5 (9:01am EST)

The verification checks have turned up some issues. Our team is working on understanding those issues and figuring out a path forwards. Resolution time is unknown again.

October 5 (8:47am EST)

Our hosting provider has notified us that the networking issue is resolved. We are in the process of verifying the resolution and checking the integrity of all of the data before we bring everything back online. We are cautiously optimistic that HQ should be back online shortly.

October 5 (8:35am EST)

We have received notice that this is a networking issue with our host provider causing us to be unable to connect to the underlying storage. We are currently waiting for them to fix the issue though do not yet have a resolution time. We are also pursuing the option of switching to a failover machine in parallel.

October 5 (8:05am EST)

CommCare HQ is currently down due to a storage issue on one of our hosted machines. Our engineering team is currently working on restoring functionality to the site. There is no current timeline for resolution. We will update this page as soon as we have more information.

June 12, 2016

June 12 Update (5:30am EST)

The form database has successfully rebuilt and all report functionality is now restored. Thanks for being patient with us!

June 12 Update (9am EST)

As of now the case reporting database has been successfully rebuilt and all case-based reports should be fully working. The form database is still in the process of rebuilding and at the time of this writing has processed about 50% of the data. Recent reports should now be correctly reflecting all case and form data and we are hoping functionality will be completely restored by early next week.

—-

Original Notice

On Wednesday, June 8, 2016, our team was made aware of several issues affecting CommCare HQ, specifically with several reports and our mobile workers page.

We found that these issues were a result of a problem with a secondary database. While it is important to note that no data has been lost, this database, which we use to access analytics data, has been affected. This resulted in incomplete or missing data in our reports.

Fixing this issue and how we access our data involves rebuilding the database. We are working on rebuilding more recent data first (data submitted within the last 2 months) and expect it to be fully restored within the next 1 to 2 days. Everything else should be fully restored shortly after.

Currently:

  • Our mobile workers page is back up and running
  • Any reports which list cases or forms (most reports) are still affected. Running these reports may show inaccurate/ missing data, as this data has not yet been restored to the secondary database
  • API access for list cases and list form submissions is still affected

Next steps:

  • Check here for daily updates on progress
  • We have already done a retrospective on what caused this problem which has led to taking steps to prevent similar issues from happening
  • We will continue to work to improve our processes to prevent future problems

For any questions, please email support@dimagi.com

Thank you!

May 10, 2016

UPDATE: As of 2:30am IST, this issue has been resolved.

As of 12:30am IST, we have been experiencing site-wide issues on india.commcarehq.org.

Our engineers are working hard to resolve the issue with our server hosting provider. We will continue to post updates here as we have them.

I would like to reassure you that there is no risk of data loss for submitted data. We apologize for the inconvenience, and hope to have a more detailed update for you shortly.

April 28, 2016: Accessing CommCare in Senegal through the Orange network

UPDATE: As of 12:45pm GMT the previous issue has been resolved. CommCareHQ is back up and running.

As of 9:00am GMT 4/28/2016, we have been experiencing site-wide issues on CommCareHQ. CommCareHQ is currently not available.

Our engineers are working hard to resolve the issue with our server hosting provider. We will continue to post updates here as we have them.

I would like to reassure you that there is no risk of data loss for submitted data. We apologize for the inconvenience, and hope to have a more detailed update for you shortly.

Accessing CommCare in Senegal through the Orange network

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NOTE: This issue has been resolved as of March 1, 2016

We are currently receiving reports from users that they are unable to access CommCareHQ on Orange’s network in Senegal. Because CommCareHQ is accessible for all users outside of Orange in Senegal, we believe this issue is with Orange network in Senegal. We are working to confirm that there are no network issues on our end, but it is likely that this is a problem with Orange and therefore unfortunately outside of our control.

To help resolve this issue quickly, we are recommending affected users contact Orange support. Our team has reported the issue to Orange as well.

To reach Orange support, you can call 1413 on the Orange network, or +221 77 804 79 75.

In the meantime, you can access CommCareHQ on other ISPs (Tigo, Expresso). Mobile phones on the Orange network in Senegal will not be able to sync or submit data, but all data will be safely stored on the phone until connectivity is restored.

—–

Nous recevons plusieurs rapports d’utilisateurs dans l’impossibilité d’accéder à CommCareHQ depuis le réseau d’Orange Sénégal. CommCareHQ étant accessible à tous les autres utilisateurs en dehors de ce réseau, nous sommes forcés de croire que le problème est lié au réseau Orange Sénégal. Nous faisons des vérifications sur notre réseau, mais le problème est très probablement lié à Orange et donc hors de notre périmètre d’action.
Pour nous permettre de résoudre le problème plus rapidement, nous recommandons aux utilisateurs affectés de contacter le service support d’Orange. Notre équipe a déjà remonté le problème à Orange.
Pour contacter le service support d’Orange, vous pouvez appeler le 1413 depuis une ligne Orange Sénégal, ou le +221 77 804 79 75.
Entre temps, vous pouvez accéder à CommCareHQ via d’autres FAI (Tigo, Expresso). Les téléphones mobiles connectés au réseau Orange au Sénégal ne seront pas en mesure de synchroniser leurs données avec le serveur, mais les données seront sauvegardées sur les mobiles jusqu’à ce que la connectivité soit restaurée.

Planned CommCareHQ Downtime for Maintenance: December 20th, 2015

Due to scheduled, necessary maintenance, CommCareHQ may be down on December 20 in the following time window:

Scheduled Window: 6:00PM – 10:00PM GMT
Here is the time window in a few more timezones:
1:00PM – 5:00PM EST
8:00PM – 12:00AM CAT
11:30PM – 3:30AM IST
All data collected on mobile devices will be safely stored, even if CommCareHQ is unavailable. However, you may be unable to sync your devices until the servers are fully back up and running.

October 26th, 2015: Planned CommCareHQ Downtime for Maintenance

Due to scheduled, necessary maintenance, our servers will be down periodically between 10/27 and 10/29. CommCareHQ may be unavailable for extended periods during this time. Our engineers will be monitoring the entire process closely and do our best to keep downtime to a minimum.

There is a higher chance of CommCareHQ downtime during active maintenance, which is scheduled during a 4 hour window.

Scheduled Window: 10/29/15 03:00AM to 10/29/15 07:00AM GMT

All data collected on mobile devices will be safely stored, even if CommCareHQ is unavailable. However, you may be unable to sync your devices until the servers are fully back up and running.

For more technical details about the maintenance being performed and the specific servers affected, please see the “Technical Details” section below.

We thank you for your patience during this time and apologize for any inconvenience this may cause.

— The CommCareHQ Team

Technical Details

Due to a recent security advisory announced in commonly used virtualization software (XEN), our hosting provider is requiring that all machines in our infrastructure will be required to reboot. These reboots are being done on a schedule over the course of several days and are expected to affect the performance and stability of CommCare HQ in that time. While we do have redundancy that prevents the site from going down during most reboots, some core machines will bring down the site when the are rebooted. For more general information you can read our hosting provider’s announcement on this issue. Our engineers will be monitoring the entire process closely and do our best to keep downtime to a minimum and to the anticipated window.

April 2nd, 2015: Issues with CommCareHQ Reports from April 2-6

From April 2 to April 6 at around 12:00 GMT, we were experiencing issues with reports on CommCareHQ. Reports were not displaying current data, and may have been missing some historical data.

The following reports and features are affected by this problem and were not displaying historical or real-time data.

  • The Submit History report (where you can view all form submissions)
  • The Case List report
  • All worker monitoring reports except the Case Activity report
  • Case Reassignment Report
  • Mobile reports that rely on the advanced “Call Center” functionality
  • All APIs

I would like to reassure you that there is no risk of data loss for submitted data.

We understand how important reporting can be for daily operations, and work hard to ensure accurate, real-time reporting is available. Our apologies to anyone affected.

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