iConsult 2.0 & iObserver Service Disruption
Incident
Report for Caregility™ Cloud Platform
Resolved
On July 8th, 2025, between 3:30PM and 3:50PM ET, some users had trouble starting new iConsult
2.0 and iObserver calls. They saw a message saying, “the device cannot be started”. Ongoing
sessions were not impacted.
The disruption was caused by a delay in the Cloud vendor’s replication service into the read
datastore, which provides the device status information. This delay caused the system to
incorrectly determine the APS device as offline, preventing new calls from being placed using
that APS device.
he issue was resolved on its own once the replication delay in the datastore returned to
normal. We have identified the root cause and implemented new safeguards to prevent this
from happening again and developed plans for long term resolution.
2.0 and iObserver calls. They saw a message saying, “the device cannot be started”. Ongoing
sessions were not impacted.
The disruption was caused by a delay in the Cloud vendor’s replication service into the read
datastore, which provides the device status information. This delay caused the system to
incorrectly determine the APS device as offline, preventing new calls from being placed using
that APS device.
he issue was resolved on its own once the replication delay in the datastore returned to
normal. We have identified the root cause and implemented new safeguards to prevent this
from happening again and developed plans for long term resolution.