Pabau - Notice history

No further speed issues have been observed throughout the whole of yesterday 02/04.

The work completed to double server capacity in our core infrastructure and the upgrades via code appear to have had the desired effect.

Our engineers are continuing to work on an action plan to de-couple some core services from Pabau main server to isolate them from the main environment.

We would still advise users to take the following actions as soon as possible.

Please download the latest version of the Pabau Go app via the App Store (update if you have an older version), it was completely unaffected by the slowness on the 1st - meaning the calendar/journey and clients tabs were all accessible.

If you use Pabau payments please link your terminal to your app which will give another way of taking payments. - https://apps.apple.com/gb/app/pabau-go/id1057335634

Set up tap to pay on the iPhone if you use PabauPay - https://support.pabau.com/en/pabau2/how-to-enable-the-tap-to-pay-feature

Overnight we have seen speeds remain stable. We have also doubled some server capacity in our core infrastructure as well as applied further upgrades via code. Our engineers will also continue to work on an action plan to de-couple some core services from Pabau main server to isolate them from the main environment.

We would advise users to take the following actions as soon as possible.

Please download the latest version of the Pabau Go app via the App Store (update if you have an older version), it was completely unaffected yesterday - meaning the calendar/journey and clients tabs were all accessible.

If you use Pabau payments please link your terminal to your app which will give another way of taking payments. - https://apps.apple.com/gb/app/pabau-go/id1057335634

Set up tap to pay on the iPhone if you use PabauPay - https://support.pabau.com/en/pabau2/how-to-enable-the-tap-to-pay-feature

Our team have continued and will continue to work into the night to address the root cause of the speed issues that affected some Pabau 2 users today. For now we have taken the following steps:

Disabled the team report

Temporarily disabled the charting within reports
Patched some potential root causes

and we will be adding further servers to our infrastructure this evening.

As of now, for the last couple of hours all services have been at full speed and operational, however we have seen instances today where the services have dropped speeds throughout the day.

We are hoping our fixes above will resolve the issues, as well as the further upgrades and deployments we plan this evening, however we would also advise for caution:

Diary: We suggest that you print out your diary for tomorrow in case we encounter any issues - https://app.pabau.com/calendar?confirmation_mode=sent

If you take payments from clients, and you struggle to take payment or have not been able to take payment today we would advise sending self pay links or using self pay. We would also advise if you use the terminal to connect it to the app - as terminal app payments, and the app itself have been unaffected by today's speed issues.

We are truly sorry about the issues you have faced today, it is not lost on us that you trust us to help run your business and we are disappointed that the speed issues some of you faced today for several hours would have caused operational issues.

We implemented a fix and are currently monitoring the result. Speed has improved across the board for all clients.

The restrictions we placed on the team report have not resolved the issue and as such our team are continuing to try to identify. We fully understand the challenges that the slowness will be causing your business and we can assure you that our team are working with all efforts focused on identifying the root cause causing the degraded performance.

We are seeing periods of stability before the slowness returns where the system is loading and we would advise taking a screenshot of your diary for the rest of today & manually complete any consent/medical forms which can then be uploaded retrospectively.

If you take payments from clients, we would advise sending self pay links or using self pay.

We believe that we have identified a report that is likely causing the issues of slowness and as a result have temporarily disabled the team report - we will monitor the performance and will provide a further update where we can re-enable the team report.

We continue to see degraded service which is resulting in slowness / some users being logged out. Our senior engineers are working restoring service and a further update will be supplied.

We are aware that some clients are still seeing slow loading speeds - a further reboot will now take place.

If you haven’t verified your sender address yet, our team is happy to assist you, so please reach out to support@pabau.com.

Over the last week - a small number of clients have experienced issues with sending various emails due to a security safeguard that was enacted by us resulting in a temporary block for some on our email send function. While we understand how frustrating this can be, protecting your and your patient security is our number one concern and at times we need to take difficult decisions which we know can disrupt your workflow for the greater good of protecting your account.

Due to this block; emails from noreply@pabau.com have also been failing such as password resets and other Pabau system emails.

We have been working intensely to resolve this issue with our third party provider Sendgrid over the last 7 days. We are please to inform that we have now completed the maintenance and all emails will now send as normal.

The main impacted email address was noreply@pabau.com - and many unaffected users had setup 'Custom Sender Addresses' via Setup > Sender Addresses > Create a sender - we would advise all users to take this step going forward - our team can help with this via the following link: https://meetings-eu1.hubspot.com/pabau-/success-meeting

We have also been launching our new status page, so the updates on this issue have been less frequent as we would have liked. We are pleased to say our new and improved page is now fully operational and you can register for any future updates via Get Updates @ https://pabau.instatus.com/