February 17, 2023 - Intermittent Service Issues Update

We are currently experiencing an unexpected service issue that we are actively investigating and working to resolve. Read on below for status updates on the issue. We apologize for the inconvenience. 

<12:37 PM EST> We identified an intermittent issue processing donations and accessing our website. This is due to network issues from a third party provider. Our team is actively working to solve this issue. Continuous updates will be made available here. The next update will be made within 60 minutes or sooner.

<1:22 PM EST> This issue is also known to have impacted service on our Customizable Donation Forms, P2P, and Ticketed Events tools.

<1:40 PM EST> We have received a message from our service partner:

‍

Impact Statement: Starting at 16:39 UTC on 17 Feb 2023 you have been identified as a customer using Storage in Canada Central who may experience higher than expected latency, timeouts or HTTP 500 errors when accessing data stored on Storage accounts hosted in this region. 

Current status: our partner is aware of the issue and are actively investigating. An update will be provided as events warrant. 

‍

The CanadaHelps team will continue to monitor the issue and provide updates as possible.

<1:45 PM EST> Our service partner continues to investigate the root cause of the problem impacting clients in Central Ontario. Our team at CanadaHelps is now activating our disaster recovery service in order to restore full service to our donors and charities.

<2:03 PM EST> While testing is still in progress, we are seeing donations processing through all channels. We will continue to update you until this issue is fully resolved.

<3:14 PM EST> We have received confirmation from our service partner that the service issue is fully resolved. Our team at CanadaHelps has completed a full validation of our entire system to confirm our system is operating smoothly. We apologize for the impact this had on our charities and donors alike.