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This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating this issue.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to work on a fix for this issue.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to monitor for any further issues.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Le service a été rétabli. The service has been restored.

Une panne de notre fournisseur de services de télécopie empêche l'envoi de télécopies. An outage at our fax service provider is preventing the sending of faxes.

English follows La situation est rétablie --- The issue is fixed

English follows L'application web est indisponible. Nous travaillons à rétablir la situation. -- The web app is unavailable. We are working on a fix.

This incident has been resolved.

We are currently investigating this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

We are continuing to investigate this issue.

Il se peut que certains membres ne parviennent pas à afficher le sélecteur de symptômes sur leur appareil mobile lors de l'admission. // Some members may fail to render the symptom picker on their mobile device during intake.

Notre fournisseur externe a résolu le problème - l'autocomplétion fonctionne normalement. --- Our external vendor has resolved the problem - the autocompletion feature has resumed regular functionality.

Un problème a été identifié en lien avec la saisie des prescriptions sur la plateforme de soins. La fonctionnalité d'autocomplétion de médicaments (nom, posologie, etc.) est indisponible pour tous les usagers. La saisie manuelle fonctionne normalement. --- A problem has been identified with the entry of prescriptions on the care platform. The autocompletion feature for medications (name, posology, etc) is unavailable for all users. Manual entry remains fully functional.

call center feature for user creation was down in prod ca

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Un problème a été identifié en lien avec la complétion des notes de consultation sur la plateforme de soins. La création de documents et de médications suite à la finalisation de notes de consultation est indisponible, et la finalisation des prescriptions échoue pour la majorité des usagers. --- A problem has been identified with the completion of consult notes on the care platform. Documents and medications are not being created following the finalization of consult notes, and the finalization of prescriptions fails for most users.

English follows L'incident est résolu. --- The incident is now resolved.

English follows Les notifications poussées devraient fonctionner normalement dans toutes les régions. Nous surveillons le rétablissement. --- Push notifications should now function normally in all regions. We are monitoring the recovery.

English follows Le correctif est appliqué aux É-U. --- The fix was applied to the US region.

English follows Les notifications sont opérationnelles au Canada. Nous déployons le changement dans les autres régions. --- Notifications are now operational in Canada. We are deploying the change in other regions.

English follows Les notifications poussées sont indisponibles sur la plateforme Android. Nous travaillons à rétablir le service. --- Push notifications are unavailable on Android. We are working to solve the issue.

This incident has been resolved.

English will follow Nous avons identifié le problème et 10 membres ont été impactés. Le problème est résolu ------------------------------------------- We identified the issue and there were only 10 members impacted. We will close this incident as this is resolved.

We are continuing to investigate this issue.

English will follow Nous avons détecté un problème qui impact les nouveaux membres, ne leur permettant pas d'accéder aux services dont ils sont éligible. Toutefois, les membres existants peuvent utiliser la plateforme de soins sans problème. Nous avons commencé l'investigation dans le but de régler le problème. Merci de votre compréhension ------------------------------------------- We detected a problem where new members cannot access the services to which they are eligible to. All the other members are not impacted and can use the platform without any issue. We are investigating the situation in order to solve the issue. Thank you for your comprehension

This incident has been resolved.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Un problème a été identifié qui empêche la complétion de certaines notes de consultation qui ont un ou plusieurs document(s) attaché(s). Les notes sans documents ne sont pas affectées. --- A problem has been identified where some consult notes with one or more attached documents cannot be completed. Notes without documents are not affected.

English follows La situation semble s'être rétablie. --- The application appears to have recovered.

Le problème affecte également les applications de Sun Life Health 360 et notre environnement européen // The problem also affects Sun Life Health 360 and our european environment.

Le problème affecte également les applications de Lumino Health Virtual Care et Consult + // The problem also affects Lumino Health Virtual Care et Consult +.

English follows --- L'application mobile ne charge pas à la première utilisation sur iOS --- The mobile app does not load at first use on iOS

This incident has been resolved.

The vendor has addressed the root cause of the issue. The backlog of faxes is being processed.

An external vendor is experiencing delays in sending certain faxes. The issue only affects outgoing faxes and is restricted to Canada.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Event delivery is delayed. A fix is on the way.

This incident has been resolved.

Login is not functional on demo and integ tenants. A fix is on the way.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Les patients ne peuvent pas prendre de rendez-vous par l'intermédiaire du système de réservation // Patients unable to book appointments through booking bot

English follows Le système est de retour. -- The system is back online.

English follows Le système automatisé de prise de rendez-vous est indisponible. Nous travaillons sur un correctif. --- The appointment booking system is unavailable. We are working on a fix.

English follows Toutes les prescriptions sont synchronisées. -- All prescriptions have been synchronized.

English follows Un correctif a été appliqué. Toutes les prescriptions devraient se synchroniser sous peu. Aucune donnée n'a été perdue. -- A fix has been applied. Prescriptions should synchronize soon. No data was lost.

English follows Certaines prescriptions ne sont pas envoyées à Input Health -- Some prescriptions are not being sent to input health

English follows Les rapports devraient fonctionner à nouveau --- Reports should now be working

English follows Les rapports devraient fonctionner à nouveau --- Reports should now be working

English follows Nous avons identifié le problème et travaillons sur une solution --- We have identified the problem and are working on a solution

English follows Un problème entraine l'indisponibilité des rapports dans presto --- An issue is causing the unavailability of reports in presto.

Le correctif a été appliqué // The fix was applied.

Un correctif est en déploiement // A fix is being deployed

This incident has been resolved.

English follows Un correctif est maintenant en place --- A fix is now in place

English follows Les notes administratives ne peuvent pas être sauvegardées dans la CP. -- Administrative notes cannot be saved in the CP.

English follows L'incident est résolu, l'impact était plus petit que l'évaluation initiale. --- The issue is resolved, the impact was smaller than initially expected.

English follows L'incident affecte aussi la capacité des membres à voir leurs rendez-vous --- The incident also affects the ability for members to see their appointments

English follows Certains des formulaires de triage envoyés aux membres lors du début d'une consultation s'interrompent lorsqu'une erreur survient. --- Some intake triage forms sent to members when starting a consultation are interrupted when an error happens.

English follows Un correctif a été déployé dans toutes nos applications. Les utilisateurs sont priés de mettre à jour leur application à la dernière version pour éviter le problème. --- A fix has been deployed to all our applications. Users can update their applications to the latest version to avoid the issue.

English follows Une solution temporaire est maintenant en place pour Sun Life Health360, ce qui devrait résoudre le problème pour les nouveaux usagers. La solution permanente pour toutes les marques est en attente d'approbation du AppStore et Play Store. --- A temporary solution is now in place for Sun Life Health360, which should resolve the problem immediately for new users. The permanent solution for all brands is awaiting App Store and Play Store approval.

English follows Nous avons identifié la cause probable du problème et travaillons sur une solution --- We have identified the likely cause of the problem and are working on a solution

English follows Les utilisateurs qui tentent de créer un compte dans les applications Consult+, Lumino et Sun Life Health360 sont redirigés vers l'application Dialogue plutôt que dans l'application appropriée. La vérification de courriel fonctionne, mais l'expérience peut amener de la confusion pour les usager. --- Consult+, Lumino and Sun Life Health360 users that try to signup in the mobile application are redirected to the Dialogue app for email verification. Email verification works, but the experience is confusing for users.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

We are currently investigating this issue.

This incident has been resolved.

La cause de ce problème est identifiée et en voie de résolution. // The cause of this issue is identified and in recovery

Les appels à l'API "Input Health" reçoivent des erreurs de demande non autorisées de la part de la "Care Platform", les DME ne sont donc pas mis à jour. // Input Health API calls receive unauthorized request errors from Care Platform, therefore EMRs are not updated.

This incident has been resolved.

Les membres qui ont créé leur compte après 19h30 EDT le 30 avril peuvent rencontrer un délai dans la possibilité de se connecter. Cette erreur est actuellement atténuée et les membres devraient avoir accès à leurs comptes aujourd'hui avant 14h30 EDT. // Members who have created their accounts after 7:30 PM EDT on April 30 may experience a delay in the ability to log in. This error is mitigated, and members should gain access to their accounts today before 2:30 PM EDT.

This incident has been resolved.

Les rapports des clients Presto sont actuellement indisponibles car nous examinons la cause du bogue. // Presto client reports are currently unavailable as we investigate reporting bug

This incident has been resolved.

We've identified a bug in one of our client reporting models, affecting filtering on reporting columns (1-5) and member type (employee vs dependent) in Sisense reports. The other filters (as well as no filter) does not seem impacted at this time. Given these filters are only available for Dialogue Client Reports, the issue does not impact partner reports. Please restrain from using those filters for the time being. Note that the Metabase custom reports are not leveraging the same models, so are not impacted. You may still use those to pull your data. We don't expect a fix for another few weeks minimum. If questioned, you can mention to clients that the accuracy of these filters is compromised, and clients who have made changes to the contents of the reporting columns are mostly impacted (ie division from finance to accounting). We apologize for the inconvenience. // Nous avons identifié un bug dans l'un de nos modèles de rapports client, affectant le filtrage sur les colonnes de rapport (1 à 5) et le type de membre (employé vs dépendant) dans les rapports Sisense. Les autres filtres (ainsi que l'absence de filtre) ne semblent pas être affectés pour le moment. Étant donné que ces filtres ne sont disponibles que pour les rapports clients Dialogue, le problème n'affecte pas les rapports partenaires. Veuillez vous abstenir d'utiliser ces filtres pour le moment. Notez que les rapports personnalisés Metabase n'utilisent pas les mêmes modèles, donc ils ne sont pas affectés. Vous pouvez toujours les utiliser pour extraire vos données. Nous ne prévoyons pas de correction avant au moins quelques semaines. Si des questions sont posées, vous pouvez mentionner aux clients que la précision de ces filtres est compromise, et que les clients qui ont apporté des modifications au contenu des colonnes de rapport sont principalement touchés (par exemple, le passage de la finance à la comptabilité). Nous nous excusons pour le désagrément.

This incident has been resolved.

Nous avons mis en place une solution pour mitiger les problèmes de connectivité aux moniteurs d'activités physiques qui devrait rétablir la fonctionnalité. Terra continue de chercher une solution. --- We have put in place a mitigation for the tracker connectivity problems which should reestablish functionality. Terra is still investigating.

English follows Notre fournisseur de connectivité aux moniteurs d'activités physiques , Terra, éprouve des difficultés ce qui peut causer des problèmes de connectivité pour les fonctionnalités de suivi des activités physiques dans nos applications. Nous avons contacté Terra. --- Our wellness tracker provider, Terra, is experiencing issues which can cause connectivity problems for the tracking of physical activity in our apps. We have reached out to Terra.

This incident has been resolved.

We are continuing to work on a fix for this issue.

The issue has been identified and a fix is being implemented.

English follows Le problème a été corrigé. --- The problem was fixed.

English follows Le problème semble avoir été corrigé --- The problem seems to have been fixed

We are continuing to work on a fix for this issue.

English follows Le problème est causé par notre système d'authentification auth0, qui est lui même affecté par une panne de Cloudflare. Auth0 a été informé de l'impact de la panne sur nos système. Nous attendons que le problème soit réglé à la source. -- The problem is caused by our authentication provider, auth0, which is in turn affected by a Cloudflare outage. Auth0 was informed of the impact of the outage on our systems. We have to wait until the problem is fixed at the source.

English follows Notre système d'authentification est indisponible ce qui affecte la disponibilité de tous nos systèmes. -- Our authentification system is unavailable which affects the availability of all our systems.

This incident has been resolved.

We are continuing to work on a fix for this issue.

We are continuing to work on this incident. Please use the image download function to download reports, as this is unaffected.

The issue has been identified and seems to be related to Sisense platform. Image downloads is not impacted.

We are continuing to investigate this issue.

We are currently investigating this issue.

This incident has been resolved.

We are continuing to investigate this issue.

We are currently investigating this issue.

The issue has been resolved. Le problème a été résolu.

Les membres d'organisations dont l'AMF est appliquée ne pourront pas se connecter à l'application. Après avoir saisi leur nom d'utilisateur, leur mot de passe et leur clé MFA, l'écran s'actualise et les informe qu'ils doivent s'authentifier une nouvelle fois par le biais de la MFA. -------------- Members in organizations with enforced MFA won't be able to sign into the app. After inputting their username, password and MFA key the screen refreshes and informs them to authenticate once again through MFA

We are currently investigating this issue.

This incident has been resolved.

The issue has been identified and a fix is being implemented.

English follows Le problème a été résolu. Les membres affectés peuvent rafraîchir la page afin d'accéder à l'application à nouveau. -- The problem was fixed. Affected members can refresh the page to access the application.

English follows Lumino Santé et Consult + sont également affectés par ce problème. Le problème sera résolu sous peu. -- Lumino Health and Consult + are also affected by this issue. The issue will be fixed soon.

We are continuing to work on a fix for this issue.

English follows L'application web pour les membres affiche une page blanche qui empêche l'utilisation de l'application. Nous avons identifié le problème et le correctif est en route. -- The Member Web App Showing is showing a blank page which prevents usage of the application. We have identified the problem and the fix is on its way.

Le service est maintenant opérationnel. The service is now operational.

English follows Un incident de notre fournisseur de service d'infonuagique (AWS) entraîne l'indisponibilité de notre service de Thérapie autonome (TCCi). Nous sommes désolé des inconvénients. -- An incident with our cloud provider (AWS) leads to the unavailability of our Self-Led iCBT. We apologize for the inconvenience.

This incident has been resolved.

Le problème a été identifié et résolu par notre partenaire offrant le service de vidéo // The problem was identified and resolved by our video provider.

We are continuing to investigate this issue.

Nous cherchons la cause d'une panne partielle du système de vidéo qui affecte certains fournisseurs de services de santé / We are investigating the cause of a partial outage of the video system affecting certain care providers.

This incident has been resolved.

We have implemented a fix and are monitoring. / Nous avons mis en place un correctif et surveillons la situation.

We have identified the source of the issue and are working to get it back up / Nous avons identifié la source du problème et travaillons à rétablir le service.

Le fournisseur tiers à l'origine de la dégradation des performances de notre côté surveille toujours les taux d'erreur de connexion de ses clients, mais les performances de nos services sont revenues à la normale. // The third-party vendor which has caused the degraded performance on our end is still monitoring their client streaming connection error rates, however, performance on our services has returned to functioning as normal.

Les utilisateurs connaissent actuellement des temps de chargement plus longs que la normale pour les applications des membres sur mobile. Nous enquêtons actuellement sur ce problème. // Users are currently experiencing longer than normal load times for member apps on mobile. We are currently investigating the issue.

This incident has been resolved.

We have found the source of the problem and have fixed it. // Nous avons trouvé la source du problème et l'avons corrigé.

We are currently investigating this issue. // Nous analysons le problème