tag:status.eligible.com,2005:/historyEligible Inc Status - Incident History2024-03-29T01:23:31-04:00Eligible Inctag:status.eligible.com,2005:Incident/200134622024-02-16T19:00:00-05:002024-02-18T09:31:53-05:00Intermittent failures accessing Eligible APIs<p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>19:00</var> EST</small><br><strong>Resolved</strong> - On Friday evening, from 6:59 PM to 9:49 PM, some Eligible API customers experienced intermittent failures accessing our APIs due to a partial degradation in the performance of our API infrastructure. The root cause has been identified and resolved, and further mitigations have been scheduled to prevent this problem from recurring.</p>tag:status.eligible.com,2005:Incident/173027072023-05-19T11:18:50-04:002023-05-19T11:18:50-04:00Investigating performance of Eligible's APIs<p><small>May <var data-var='date'>19</var>, <var data-var='time'>11:18</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>11:14</var> EDT</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>10:55</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>10:03</var> EDT</small><br><strong>Investigating</strong> - Investigating performance of Eligible's APIs</p>tag:status.eligible.com,2005:Incident/160332302023-02-06T08:59:33-05:002023-02-06T08:59:33-05:00Investigating performance of Eligible's APIs<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>08:59</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>06:05</var> EST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Feb <var data-var='date'> 5</var>, <var data-var='time'>10:47</var> EST</small><br><strong>Investigating</strong> - We are currently investigating occasional, transient 502 errors reported by some customers.</p>tag:status.eligible.com,2005:Incident/157776142023-01-05T07:26:59-05:002023-01-05T07:26:59-05:00Investigating degraded performance of Eligible's APIs<p><small>Jan <var data-var='date'> 5</var>, <var data-var='time'>07:26</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'> 5</var>, <var data-var='time'>07:23</var> EST</small><br><strong>Investigating</strong> - Investigating degraded performance of Eligible's APIs</p>tag:status.eligible.com,2005:Incident/157154012022-12-26T11:10:10-05:002022-12-26T11:10:10-05:00Investigating degraded performance of the Eligible Website<p><small>Dec <var data-var='date'>26</var>, <var data-var='time'>11:10</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'>26</var>, <var data-var='time'>10:47</var> EST</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>tag:status.eligible.com,2005:Incident/104736622022-07-05T15:38:29-04:002022-07-05T15:38:29-04:00Investigating degraded performance of Eligible's APIs<p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>15:38</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>14:53</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jul <var data-var='date'> 5</var>, <var data-var='time'>14:50</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p>tag:status.eligible.com,2005:Incident/101272792022-06-01T18:05:09-04:002022-06-01T18:05:09-04:00Investigating degraded performance of Eligible's APIs<p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>18:05</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>17:45</var> EDT</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>17:45</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Jun <var data-var='date'> 1</var>, <var data-var='time'>17:35</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p>tag:status.eligible.com,2005:Incident/100372732022-05-20T09:16:34-04:002022-05-20T09:16:34-04:00Investigating degraded performance of Eligible's APIs<p><small>May <var data-var='date'>20</var>, <var data-var='time'>09:16</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>09:15</var> EDT</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>tag:status.eligible.com,2005:Incident/98988492022-05-02T17:37:46-04:002022-05-02T17:37:46-04:00Investigating degraded performance of Eligible's APIs<p><small>May <var data-var='date'> 2</var>, <var data-var='time'>17:37</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'> 2</var>, <var data-var='time'>17:27</var> EDT</small><br><strong>Update</strong> - The issue has been identified and a fix is being implemented.</p><p><small>May <var data-var='date'> 2</var>, <var data-var='time'>17:24</var> EDT</small><br><strong>Identified</strong> - Investigating degraded performance of Eligible's APIs</p>tag:status.eligible.com,2005:Incident/97888842022-04-15T10:52:16-04:002022-04-15T10:52:16-04:00Investigating degraded performance of Eligible's APIs<p><small>Apr <var data-var='date'>15</var>, <var data-var='time'>10:52</var> EDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Apr <var data-var='date'>15</var>, <var data-var='time'>10:37</var> EDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are now monitoring results.</p><p><small>Apr <var data-var='date'>15</var>, <var data-var='time'>10:28</var> EDT</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p>tag:status.eligible.com,2005:Incident/92258402022-02-02T22:05:47-05:002022-02-02T22:05:47-05:00Degraded Performance - Eligible APIs<p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>22:05</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 2</var>, <var data-var='time'>21:32</var> EST</small><br><strong>Investigating</strong> - We are currently investigating degraded performance of Eligible's APIs</p>tag:status.eligible.com,2005:Incident/91053002022-01-17T14:59:50-05:002022-01-17T14:59:50-05:00Degraded Performance - Eligible APIs<p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>14:59</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>14:51</var> EST</small><br><strong>Update</strong> - This incident has been resolved. We are continuing to monitor for any further issues.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>14:49</var> EST</small><br><strong>Monitoring</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>14:25</var> EST</small><br><strong>Identified</strong> - The issue has been identified and a mitigation is being implemented.</p><p><small>Jan <var data-var='date'>17</var>, <var data-var='time'>14:15</var> EST</small><br><strong>Investigating</strong> - We are currently investigating degraded performance of Eligible's APIs</p>tag:status.eligible.com,2005:Incident/88539262021-12-15T09:52:50-05:002021-12-15T09:52:50-05:00Degraded performance on Eligible Marketing Site eligible.com<p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:52</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:10</var> EST</small><br><strong>Investigating</strong> - We are currently investigating an issue causing degraded performance on Eligible's Marketing site eligible.com. Eligible's Dashboard is not showing any degraded performance indicators and can be reached via https://account.eligible.com/users/sign_in</p>tag:status.eligible.com,2005:Incident/87815672021-12-07T17:19:49-05:002021-12-07T17:19:49-05:00Degraded performance on Eligible Account Dashboard - Issues is on AWS's side more information forthcoming<p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>17:19</var> EST</small><br><strong>Resolved</strong> - AWS has restored enough of their services that we are no longer seeing degraded performance on the Eligible Account Dashboard Application. We will continue to monitor and keep you posted every step of the way.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>11:01</var> EST</small><br><strong>Investigating</strong> - Degraded performance on Eligible Account Dashboard - Issues is on AWS's side more information forthcoming</p>tag:status.eligible.com,2005:Incident/64634152021-03-05T16:34:40-05:002021-03-05T16:34:43-05:00Issue with Attachment Uploads<p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>16:34</var> EST</small><br><strong>Resolved</strong> - Thanks for your patience - the issue with attachment uploads has been resolved.</p><p><small>Mar <var data-var='date'> 5</var>, <var data-var='time'>13:50</var> EST</small><br><strong>Investigating</strong> - We are currently investigating an issue on account.eligible.com (dashboard) preventing attachment uploads. All hands are on deck investigating, thank you for your patience, we will provide you with updates as they become available.</p>tag:status.eligible.com,2005:Incident/58072012020-12-15T14:45:40-05:002020-12-15T14:45:40-05:0020201215 High number for failures on gds.eligibleapi.com<p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>14:45</var> EST</small><br><strong>Resolved</strong> - An unexpected spike in the traffic affected the Nginx's SSL termination, resulting in higher response times and failures. Upon identification, we reloaded Nginx servers to reduce response time and errors.</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:07</var> EST</small><br><strong>Update</strong> - Eligible API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>09:05</var> EST</small><br><strong>Monitoring</strong> - We're seeing positive signs and the Website is now responding as expected. We are still monitoring API closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Dec <var data-var='date'>15</var>, <var data-var='time'>08:44</var> EST</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/56547312020-11-25T17:46:20-05:002020-11-25T17:46:20-05:00Intermittent sign in issues at eligible.com<p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>17:46</var> EST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>15:24</var> EST</small><br><strong>Monitoring</strong> - AWS has reached out to us informing us that the Cognito Service has improved and we should see a lower rate of API errors. <br /><br />Our service team has confirmed and is monitoring closely. We will keep this case open and continue to monitor for some time until we confirm it is closed.<br /><br />This incident, when active, impacted sign in at eligible.com only by intermittently causing failure to sign in to eligible.com throughout the duration of the issue.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>14:09</var> EST</small><br><strong>Update</strong> - Eligible continues to see increased error rates from Amazon's Cognito Service. In an effort to mitigate the incident Eligible has been begun spinning up an update to avoid further inconveniences caused by AWS's increased error rates. Thank you for your patience.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>12:27</var> EST</small><br><strong>Identified</strong> - The issue has been identified as degradation of services at AWS. We are actively working with AWS to resolve their issue. Status updates from AWS are shared on AWS's status page and here for our customer's convenience as well.</p><p><small>Nov <var data-var='date'>25</var>, <var data-var='time'>11:47</var> EST</small><br><strong>Investigating</strong> - The third party service Eligible uses from Amazon Web Services is experiencing increased API errors. Eligible is actively working with AWS to resolve their issue.</p>tag:status.eligible.com,2005:Incident/35849452020-02-19T17:30:19-05:002020-02-19T17:30:19-05:0020190219 High number for failures on gds.eligibleapi.com<p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>17:30</var> EST</small><br><strong>Resolved</strong> - A few of our NGINX servers lost connections with our HSMs, which resulted in a number of SSL termination failures. As soon as we identified the issue, we re-established the connections on the unhealthy hosts, and all requests are now processing as expected.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>09:33</var> EST</small><br><strong>Monitoring</strong> - Eligible API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>09:30</var> EST</small><br><strong>Identified</strong> - We're seeing positive signs and the Website is now responding as expected. We are still monitoring API closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>09:02</var> EST</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/31077042019-10-15T19:35:54-04:002019-10-15T19:56:11-04:0020191015 High number for failures on gds.eligibleapi.com<p><small>Oct <var data-var='date'>15</var>, <var data-var='time'>19:35</var> EDT</small><br><strong>Resolved</strong> - One of our master node from MySQL cluster got overwhelmed due to an unexpected load during planned maintenance. As soon as we identified the issue, we moved traffic to another master to finish the migration and restore all services.</p><p><small>Oct <var data-var='date'>15</var>, <var data-var='time'>19:27</var> EDT</small><br><strong>Monitoring</strong> - We're seeing positive signs and the API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Oct <var data-var='date'>15</var>, <var data-var='time'>19:21</var> EDT</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/30898722019-10-10T14:20:22-04:002019-10-10T14:57:36-04:0020191010 High number for failures on gds.eligibleapi.com<p><small>Oct <var data-var='date'>10</var>, <var data-var='time'>14:20</var> EDT</small><br><strong>Resolved</strong> - A few of our NGINX servers lost connections with our HSMs, which resulted in a number of SSL termination failures. As soon as we identified the issue, we re-established the connections on the unhealthy hosts, and all requests are now processing as expected.</p><p><small>Oct <var data-var='date'>10</var>, <var data-var='time'>14:15</var> EDT</small><br><strong>Monitoring</strong> - We're seeing positive signs and the API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Oct <var data-var='date'>10</var>, <var data-var='time'>14:12</var> EDT</small><br><strong>Identified</strong> - We’re actively looking into an issue with Eligible's APIs SSL certificates— we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p><p><small>Oct <var data-var='date'>10</var>, <var data-var='time'>14:10</var> EDT</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/30286172019-09-23T18:22:10-04:002019-09-23T18:22:10-04:0020190923 High number for failures on gds.eligibleapi.com<p><small>Sep <var data-var='date'>23</var>, <var data-var='time'>18:22</var> EDT</small><br><strong>Resolved</strong> - We were working on a few security groups clean up, and the operator had a typo in the VPC name, which made our API inaccessible. As soon as we identified the issue, we fixed the firewall rule for all affected services, and all requests are now processing as expected.</p><p><small>Sep <var data-var='date'>23</var>, <var data-var='time'>16:44</var> EDT</small><br><strong>Monitoring</strong> - We have fixed the issue with our firewall and we're seeing positive signs. The API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Sep <var data-var='date'>23</var>, <var data-var='time'>16:25</var> EDT</small><br><strong>Identified</strong> - We’re actively looking into an issue with one of the firewall update we recently applied— we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p><p><small>Sep <var data-var='date'>23</var>, <var data-var='time'>16:23</var> EDT</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/29855622019-09-10T19:57:55-04:002019-09-10T19:57:55-04:00High number for failures on gds.eligibleapi.com<p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>19:57</var> EDT</small><br><strong>Resolved</strong> - A few of our NGINX servers lost connections with our HSMs, which resulted in a number of SSL termination failures. As soon as we identified the issue, we re-established the connections on the unhealthy hosts, and all requests are now processing as expected.</p><p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>19:14</var> EDT</small><br><strong>Monitoring</strong> - We're seeing positive signs and the API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>19:13</var> EDT</small><br><strong>Identified</strong> - We’re actively looking into an issue with Eligible's APIs SSL certificates— we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p><p><small>Sep <var data-var='date'>10</var>, <var data-var='time'>19:12</var> EDT</small><br><strong>Investigating</strong> - Our monitoring has reported a higher number of failures than usual. We’re currently investigating and will have more information shortly.</p>tag:status.eligible.com,2005:Incident/27692672019-07-26T20:00:06-04:002019-07-26T20:00:06-04:0020190726-2 High number for failures on gds.eligibleapi.com<p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>20:00</var> EDT</small><br><strong>Resolved</strong> - We started the database migration as an online schema change, but replication took longer than expected and resulted into unexpected congestion. We moved the API traffic to master where migration finished for current master to catch up.<br /><br />Migration has been finished successfully on all databases.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>17:17</var> EDT</small><br><strong>Monitoring</strong> - We're seeing positive signs and the API is now responding as expected. We are still monitoring this closely. If you're experiencing issues, please let us know at support@eligible.com</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>17:10</var> EDT</small><br><strong>Identified</strong> - We’re actively looking into an issue with Eligible's APIs — we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p>tag:status.eligible.com,2005:Incident/27687042019-07-26T16:22:16-04:002019-07-26T17:09:15-04:0020190726 High number for failures on gds.eligibleapi.com<p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>16:22</var> EDT</small><br><strong>Resolved</strong> - We started a migration at 14:30 EST which resulted in unexpected congestion. The migration was paused and the issue resolved at 14:47 am EST.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>14:47</var> EDT</small><br><strong>Monitoring</strong> - We're seeing some positive signs and API is responding as expected. However, if you're still having issues, please let us know at support@eligible.com.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>14:39</var> EDT</small><br><strong>Investigating</strong> - We’re actively looking into an issue with Eligible's APIs — we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p>tag:status.eligible.com,2005:Incident/24878752019-06-03T13:49:43-04:002019-06-03T14:00:47-04:00High number for authentication failures on gds.eligibleapi.com<p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>13:49</var> EDT</small><br><strong>Resolved</strong> - On June 3, 2019 we began to incrementally roll out a small change that inadvertently resulted in some customers being unable to use Eligible's API.<br /><br />The change was rolled back, and the issue resolved at 9:01 am EST.</p><p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>09:01</var> EDT</small><br><strong>Monitoring</strong> - We're seeing some positive signs and people should be able to connect again. However, if you're still having issues, please let us know at support@eligible.com.</p><p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>08:15</var> EDT</small><br><strong>Investigating</strong> - We’re actively looking into an issue with Eligible's APIs — we’ll be back with more information shortly. Thank you for your patience, and sorry for the disruption.</p>