Is HotDoc Down Right Now? Check if there is a current outage ongoing.

We can confirm that the root cause has been identified and this issue is now resolved.

We have identified the issue and have now implemented a fix. We are now monitoring to verify there are no further issues.

We have identified issues with the payment section within the HotDoc Dashboard. Customer using the payments features will experiencing the following issues: 1. Missing "Payment Request" Button in their Dashboard. 2. Some customers are reporting that payment providers have also been unlinked. At this stage we are currently investigating. Please check in here to view further updates.

This has now been resolved and all Core Practice clinic have been restored online.

An issue has been identified with the API for integration between Core Practice and HotDoc. Customers using HotDoc are experiencing trouble confirming appointment requests. Our Product team is currently working with the team are Core Practice to resolve this issue. While we resolve this issue, bookings for Core Practice customers will be temporarily disabled.

All processing backlogs are now cleared. Any Genie clinics that had online bookings temporarily disabled will now be re-enabled.

Genie have implemented a fix for the issue and awaiting processing backlogs to clear. At this stage we expect the delays to be processed overnight. We will follow up with further updates at 9:30 am AEST.

Genie have identified a latency issue for Genie Solutions customers, resulting in a 4 hour processing delay to Specialist Bookings. We are currently partnering with Genie Support to investigate the cause of the delay. For now all Genie clinics using HotDoc have online bookings temporarily disabled.

All delayed processing requests have now been processed. If you are still experiencing any issues, please contact our Support team.

We have implemented a fix for the issue present and are now processing requests have been "pending". Processing backlog is nearing cleared. We will provide an update in the next 2 hours.

We have identified a issue that impacting the processing of payments for customer using Pin Payments. This is impacting: Capturing pre-authorisation, Release of funds and refund processing. We have identified that this impacts requests that have been put through since 9am 10th June. Our product development team are currently implementing a solution to fix the issue. We will provide further updates in the next 2 hours.

Thank you for your patience while we resolve this issue. We have been able to work with Genie and can now confirm that processing delay has been resolved. Online bookings for all Genie clinics have now been re-enabled.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently partnering with Genie Support to investigate the cause of the delay. For now all Genie clinics using HotDoc have online bookings temporarily disabled.

Thank you for your patience while we resolve this delay. All latencies in processing requests are now restored to normal function.

We are currently investigating an issue causing delays in processing actions on HotDoc's platform. Requests put through between 9am-11am AEST for Results, Recalls, Correspondences, Invoices + Invoice Items and Patient arrivals may be experiencing a delay of up to 1 hour in processing. Any requests for the above nature past 11am AEST will be processing as normal. We have scaled up our processing to send through these requests. We will provide an update within the next hour on our progress in investigation and apologise for any delays in the meantime.

Thank you for your patience while we resolve this issue. We have been able to work with Genie and can now confirm that processing delay has been resolved.

We have identified a processing delay for Specialist bookings. Currently we are seeing a delay of up to 3 hours. We are working with Genie Solutions to investigate this issue. We will update with further information soon.

This incident has been resolved.

We experienced an issue with PDF downloads across HotDoc services from 11pm on 30/4/24 until 8:45am on 1/5/24. This affected Recall letter downloads and Forms and Bulk billing consent PDFs being written back to your clinical software. We have put a resolution in place and all failed PDF generation is being retried.

We are experiencing an issue with PDF downloads across HotDoc services. This affects Recall letter downloads and Forms and Bulk billing consent PDFs written back to your clinical software.

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.

At 2pm today we identified a small percentage of HotDoc Customers who, following a Sidebar update, can no longer open the Sidebar. Our team are currently working to identify the cause of this disruption so that they can implement a solution.

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

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.

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.

This incident has been resolved.

We've identified an issue affecting the delivery of SMS's to mobile numbers that are currently on the Telstra network which had previously been ported from a different network by the end user. This impacted the delivery of SMS's to some mobile numbers. The problem has been mitigated and SMSs are now being delivered to all mobile numbers as expected. We are continuing to work with third parties to fully resolve the issue.

We've identified and resolved an issue affecting payment requests manually sent out via the HotDoc Dashboard between 9AM AEDT - 12:30PM AEDT, Tue 27th February 2024. We've identified the cause of the downtime and have resolved the underlying issue. Services are back online.

This incident has been confirmed as resolved.

We've identified the cause of the downtime and have resolved the underlying issue. All hotdoc.com.au services are back online. We are currently monitoring and will look to resolve this incident in one hour if no further issues arise.

At 4:55pm AEDT we identified an issue which is causing disruption to our the HotDoc Platform. You may see an error page when attempting to access hotdoc.com.au. We are currently investigating the cause of this and will provide an update.

This incident has been resolved and all affected write backs have been retried successfully.

A fix has been implemented and we are monitoring the results. We will batch re-try all affected write backs over the next hour and monitor from here.

We have recently experienced an issue with PDF downloads across HotDoc services such as Forms, Bulk billing consent and Recalls writing back to your clinical software. We are currently looking to a resolution and will provide an update shortly.

Between 10:56am and 11:30am today (10/11/2023) we experienced a minor delay in syncing for requests and specialist bookings. Customers may have experienced a delay of up to 20mins. All processing delays have been restored now and normal service level have resumed.

We have been advised by Optus that SMS's to their customers should be going out now. Patients should start to receive sms communications over the course of today.

Please be advised that HotDoc is currently aware of the impact to customers using Optus services. Customer may have been experiencing issue since 4am AEDT today. Impacted customers may experience loss of connection to HotDoc or may get reports of some patients not receiving sms communications for appointment reminders, clinical reminders or broadcast messages. Rest assured HotDoc is still sending these sms communications to patients handset, however they may not be receiving them due the the outage with Optus. If you believe that your clinic has been impacted, then please send an email through to our support team via support@hotdoc.com.au.

Thank you for your patience while we get this resolved for you. Genie have confirmed that their resolution has been successful and we have been able to clear all processing delays. Clinics have now been re-enabled for bookings.

We are still completing the last of our monitoring. For the time being, HotDoc bookings are still temporarily disabled to ensure it doesn’t cause a further disruption to you and your practice. Once we are confident all is back as expected, we will enable your bookings and inform you via email.

Genie Solution have now been able to implement a solution. We are currently monitoring to see improvements to processing delays. We will update again in 2 hours.

We have been working Genie to resolve the issue. At this stage processing time is still quite delay. Our advise is to temporarily disable bookings via for Specialist customers.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently investigating the cause and will provide an update in the next 2 hours with an update.

This incident has been resolved and services have now been restored. We thank you for your patience.

The issue has been identified and we've put forward a fix to restore access to HotDoc Services. Please refresh your HotDoc service if you're experiencing degraded activity.

We are currently investigating an issue causing disturbance with all HotDoc services. This issue is affecting all aspects of HotDoc including the HotDoc Dashboard and patient online booking. We will report back with an update shortly.

Solution was implemented last week and while monitoring the success, it was identified that some clinic we still seeing the issue. We have since resolved this outstanding issue and can mark this incident as resolved.

We are now monitoring success of the solution implemented. We will update once we can confirm full functionality is restored for Caller ID customers.

We have been able to identify the cause of the issue and are now in the process of implementing a fix. We will update again in 1 hour.

At 9:00am (AEST) today we identified that inbound calls for customer using PBX systems (except 3CX) was disrupted since 4:00pm yesterday. This issue is currently being investigate by our product development team and we will update in again once we have further information.

We have completed investigating an issue that was impacting the sending of SMS messages. At this stage we have identified that it was impacting all functions where sms messages were required (eg. Appointment reminder, Broadcast message etc.). The issue appears to be mobile carrier specific to Vodafone. This issue has since been resolved as of 12:05am on the 17th August.

We are currently investigating an issue that is impacting the sending of SMS messages. At this stage we have identified that it is impacting all functions where sms messages are required (eg. Appointment reminder, Broadcast message etc.) for a small number of clinics. The issue appears to be mobile carrier specific. We are working with our providers to investigate the issue. Further updates to come.

This incident has been resolved and normal processing of booking activity has been restored.

We have identified a processing delay for Nookal customers in 8:15pm 1st August. We currently working with Nookal to restore syncing of bookings. We will update in 30mins.

This incident has now been resolved and all sms responses from patients are successfully coming through.

We are continuing to monitor for any further issues.

A fix has been implemented to allow continuity of patient's SMS replies to come through for appointment reminders. We will be monitoring throughout today and will update any changes. We are continuing to work with our service providers to investigate the root cause of the issue.

We have identified an issue that is impacting the receiving of SMS replies for appointment reminders. We have contacted and are working with our service providers to investigate the issue. We will provide an update at 9:00am 6/7.

This incident is now marked as resolved. All URLs should be redirecting to the correct destination.

A further fix has been implemented to redirect the URLs to their correct page. Due to a caching issue, the fix may take around 30 minutes to come through. Please attempt to click the link once more and if that does not work, another time after 30 minutes. We will continue to monitor for any further issues from here.

A fix has been implemented to this issue. For emails sent this morning which are still affected, we recommend copying and pasting the URL which will allow you access to the correct page. Our apologies for the inconvenience caused.

We are currently investigating an issue where URL links in emails sent via HotDoc are redirecting to an incorrect page. For now, copying and pasting the URL will allow you access to the details while we investigate and resolve this issue.

This incident has now been marked as resolved following the fix from our SMS service provider.

We have received an update from our SMS provider that the issue is now resolved from their end. We are monitoring the issue from now until end of day to confirm that the incident has been fully resolved.

While we await a fix from the carriers, we have defaulted to a different service provider and are retrying all failed SMS messages. This step has provided a short term fix to this issue and most SMSes should be sending as expected. We will continue to update you with further information from our service providers as we work closely with them to resolve this issue fully.

We are continuing to work with our message provider to investigate the cause of this issue. We have identified that this is impacting the sending of SMS message for appointment reminders, broadcast messages and New Patient Form requests as well. We will continue to update with more information.

We are currently investigating an issue that is impacting the sending of SMS messages. At this stage we have identified that it is impacting appointment reminders and broadcast messages for a small number of clinics. We are working with our providers to investigate the issue. Further updates to come.

All processing backlogs have now been cleared and requests such as Appointment bookings are restored to normal functions.

Processing delay are now down to less than 1 hour. Thank you for your patience.

We have identified a processing delay for Specialist bookings. Currently we are seeing a delay of up to 2 hours. We have scaled up processes to clear any backlog. Specialist bookings customer should start to see queued requests (eg. Appointment bookings) successfully going through.

This incident has been monitored and is now marked as resolved

At 12:06pm (AEDT) today we identified access to the part of the HotDoc Dashboard was disrupted between 11:20—12:10pm (AEDT) causing customers to experience an unresponsive UI or view error messages. This issue has now been resolved and all services have resumed. However we still monitoring and to ensure impact to all customers is resolved.

At 9:00 am today we identified our data processing infrastructure is running behind which was causing disruption to our the HotDoc Platform for approximately 1 hour. This issue has now been resolved and all services have resumed.

This incident has now been marked as resolved.

A fix has been implemented to resolve this issue. Clinics are now back online and we will continue to monitor this issue.

We are continuing to work with CorePlus to understand how to resolve the integration. Online Bookings continues to remain offline for now.

We are continuing to work with CorePlus on a fix for this issue. Online Bookings remains offline for now.

We have identified an issue with CorePlus integration which is affecting CorePlus customers and their bookings. We are working with CorePlus currently to find a resolution to the issue and will update you within the hour.

We are currently investigating an issue affecting CorePlus customers and their bookings.

This incident has been marked as resolved as our monitoring has shown no new instances of the issue since our fix was implemented. Online bookings should now be processing alongside all write backs for Reminders, Forms and Recalls. Kiosks will start to come back online.

We are continuing to monitor our processing traffic after implementing a fix earlier. At this stage, we can confirm we're working through our writeback backlog which will allow us to confirm or cancel reminders which have been sent during this time. Kiosks are still offline during this time until we have updated all writebacks.

A fix has been implemented and we are currently monitoring processing sync during this time. Services should be restored shortly as we work through all items that could not be processed earlier. We'll provide another update within the hour.

We are continuing to investigate an issue causing delays to the HotDoc platform. At this stage, we have successfully scaled performance and are working quickly through the backlog of processes which have been delayed. You should start to see an improvement shortly and we'll continue to monitor this throughout and will provide another update within the next hour.

We are continuing to investigate an issue causing delays to the HotDoc platform. At this stage, we've worked on scaling our performance to help with the symptoms of the issue as well as locking Kiosks during this time. However you may still be experiencing delays in processing a HotDoc action. We will provide another update within the hour and apologise again for the delays in the meantime.

We are currently investigating an issue causing delays in processing actions on HotDoc's platform. You may be experiencing issues such as online bookings not being processed and reminders being delayed. Kiosk is also temporarily offline during this issue. We will provide an update within the next hour on our progress in investigation and apologise for any delays in the meantime.

This incident has been resolved.

We are continuing to monitor for any further issues.

An issue with Repeat pages loading to an error page has since been resolved. All Repeat services have now been restored and our team are continuing to closely monitor the issue.

At 12:59 we identified our data processing infrastructure is running behind which is causing disruption to our the HotDoc Platform for approximately 15 minutes. This issue has now been resolved and all services have resumed.

All backlog has been cleared and processing times have resumed as normal.

We have identified the cause of the processing delay for Specialist bookings and have scaled up processes to clear any backlog. Specialist bookings customer should start to see queued requests (eg. Appointment bookings) successfully going through.

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

We are aware of an incident that has led to a build-up of jobs in our background processing systems. We have identified the incident and are putting into place some measures which will reduce the build-up of jobs. For Specialist Bookings, this incident continues to impact how HotDoc processes bookings, your schedule and how we sync changes to your appointment book.

This incident has now been marked as resolved. Affected Appointment Reminders, Recalls and broadcast messages have now been resent.

We have now identified a potential cause for the issue which has allowed us successfully deliver SMS moving forward. However, messages that were affected during the incident period are still being queued to send. We will update you within the next hour on the situation.

We are currently investigating an issue whereby some SMS are not being delivered to recipients. We will update you within the next half hour on the situation.

This incident is now considered resolved. All HotDoc processes continue to operate as expected.

A fix has been implemented and the processing recovered as of 02:45 AEST. We’re continuing to monitor the situation.

We are continuing to investigate the root cause of this incident. At this stage, some HotDoc processes continue to be delayed. We apologise for any inconvenience and will provide another update by 10am tomorrow morning.

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

We have identified the incident and are putting into place some measures which will reduce the build-up of jobs. At this stage, this incident continues to impact how HotDoc processes bookings, your schedule, sends communications and syncs patient changes. For Specialist Bookings specifically, the incident is currently affecting all HotDoc online bookings and how we sync changes to your appointment book.

We are aware of an incident that has led to a build-up of jobs in our background processing systems. This is impacting the time it takes to process bookings, send communications and sync patients.

This incident was confirmed to be resolved as of 11:00AEST.

The queue delays have recovered as of 09:40 AM AEST and we're continuing to monitor.

The issue has been identified and we've implemented a fix. Delays have recovered to circa 5-10 mins for most functionality.

Observed delays of up to 60 minutes in sync for patient communication, syncing of results correspondences and processing of arrivals. We are currently investigating and will update shortly.

Observed delays of up to 20 minutes in sync for patient communication, syncing of results correspondences and processing of arrivals. Delays are now resolved as of 10:30 AEST and have returned to baseline levels.

The backlog has successfully cleared, and processing delays have returned to baseline levels. Broadcasts should now be sent, and synchronisation of patients, results, and arrivals up to date. Thank you for your patience as we worked towards resolving this incident.

The backlog is clearing, and the team is continuing to monitor the return to baseline levels. An update will be provided by 18:00 (6PM) AEST.

The team are currently aware and investigating delays in Broadcasts, and synchronisation of patients, results, and arrivals. Infrastructure has been scaled up to assist with processing this backlog, and we hope to have this resolved shortly. An update will be provided by 17:30 (5:30pm) AEST.

We've confirmed this incident has been fully resolved. As of 12:08 AEST today, Immediate Reminders were no longer delayed.

The backlog is being processed and we're continuing to monitor. We will provide a further update within 1 hour or if the issue is resolved sooner.

Immediate Reminders have been delayed since circa. 08:00 AM AEST on Mon 11th April. A fix has been implemented and the backlog is currently being processed. We're monitoring the progress and will provide an update in 1 hour.

The fix has been confirmed successful and this incident has been resolved.

A fix was implemented at 11:40AM AEDT and processing appears healthy again since that time. We're continuing to monitor closely and will update here when we've confirmed.

The issue has been identified and we're working to implement a fix.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently investigating the cause and will provide an update shortly.

This incident has now been resolved. All clinics are now back online and operational for Specialist Bookings.

We have successfully re-synced all practices affected by this issue and will be re-enabling clinics for Specialist Bookings again over the next few hours. We will update this page when this has been completed and resolved.

A fix has been implemented and we are monitoring the results before re-enabling clinics for Specialist Bookings. During this time, Hotdoc are working to re-sync all affected clinics to ensure we have the latest data. Another update on this issue will be provided before the morning of 21/12/2021.

Specialist Bookings remains disabled until further notice. During this time, we are working closely with Genie Solutions to provide a resolution. We will provide an update on the progress of this issue by 20/12.

We have identified the cause of the issue and are working on a resolution. Genie Solutions customers will remain offline from Specialist Bookings until we can resolve the delay. We will provide an update once the resolution is in place.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently investigating the cause and will provide an update shortly.

This incident has now been resolved. Specialists Bookings that were delayed have been processed.

A fix has been implemented and we are monitoring the situation. Specialist Booking requests should start to be processed again.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are currently investigating the cause.

This incident has now been fully investigated and resolved.

We're continuing to work on resolving the issue and will update this incident when the situation improves or in 1 hour from now.

We're continuing to work on resolving the issue and will update this incident when the situation improves or in 1 hour from now.

We're continuing to work on resolving the issue and will update this incident when the situation improves or in 1 hour from now.

We're continuing to work on resolving the issue and will update in 30 minutes.

We've identified the root cause and have implemented a possible fix for the issue. We're continuing to assess and monitor the situation and will update in 30 mins.

We're experiencing slow processing of appointments at the moment. We're actively investigating and will update here in 30 minutes.

We have since isolated the issue and cleared the queues relating to Specialist Bookings. We apologise for the delays experienced.

We have identified an issue in processing times for Genie Solutions customers, resulting in a delay to Specialist Bookings. We are adding additional capacity to improve processing times and will continue to monitor.

We are aware of an incident that has led to a build-up of jobs in our background processing systems. This is impacting the time it takes to process bookings and systems related to practices.

This incident has been resolved.

A fix has been implemented on the primary CDN and we will continue to monitor. Thank you for your patience.

The issue with our CDN has been confirmed. We are currently preparing a secondary CDN provider and will be testing the change shortly.

We are currently investigating issues with our main content delivery network (Fastly). You may experience some issues loading hotdoc.com.au while we evaluate the extent of this. Bookings should still be possible through the application.

The issue has been resolved and the service is operating normally. Thank you for your patience.

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

We are investigating increased errors related to the EC2 Instance Meta Data Service in the AP-SOUTHEAST-2 Region, with some congestion noticed on our main application servers. This may impact response time for customers.