Service Disruption

Incident Report for HotDoc

Resolved

We've worked on a solution to help resolve this matter. Please see our helpful step-by-step instructions to follow on your Database server: https://support.hotdoc.com.au/hc/en-gb/articles/9557690777871-Why-does-my-Sidebar-give-me-the-error-Failed-to-Authenticate-Connector

Posted Apr 18, 2024 - 18:16 AEST

Monitoring

We’ve identified that the issue is related to practices using ESET as their Security Application, we’re working on getting helpful documentation together for practices to add an exemption, we’ll be sending this out shortly.

Posted Apr 18, 2024 - 16:25 AEST

Identified

At 9:00 am today we identified a small percentage of HotDoc Customers who can no longer log into the sidebar. The connection between HotDoc and their practice management system is currently down.

Our team are currently working to identify the cause of this disruption to implement a solution.

Posted Apr 18, 2024 - 11:48 AEST

This incident affected: Practices (Sidebar, Connector).