Jul <var data-var='date'> 9</var>, <var data-var='time'>10:00</var> UTC Resolved - Summary On July 9, 2026, beginning at 10:00 UTC, devices attempting to establish or re-establish live connections to the HyperTrack platform experienced failures and delays. Devices that were already connected and tracking were largely unaffected, but newly starting devices experienced delayed or missing location data until service was fully restored at 19:25 UTC. What happened An unexpected surge in load caused a brief database disruption that disconnected a large number of devices at once. The resulting wave of simultaneous reconnection attempts exceeded our connection-handling capacity, which delayed new device connections for the remainder of the window. We deployed a fix at 19:14 UTC, and connectivity was fully restored by 19:25 UTC. Customer impact * Devices starting sessions during the window experienced delayed first location updates — in the worst cases by several hours — and a portion never delivered location data for orders created during the window. * Some orders completed during the window are missing arrival or on-site time data. * Location data for devices that remained connected was captured normally. What we are doing to prevent recurrence * Fixed the configuration that allowed the initial disruption. * Hardened connection handling — bounded requests, timeouts, and load-shedding — so mass reconnections can no longer create a sustained backlog. * Added safeguards that cap and pace surges in load so they can no longer cascade. * Added monitoring and alerting tuned to detect this failure pattern well before customer impact.

Device connectivity disruption

Mar <var data-var='date'>19</var>, <var data-var='time'>04:30</var> UTC Resolved - A platform deployment caused an elevated rate of API errors between 21:08 UTC to 21:47 UTC. New systems were provisioned to mitigate the issues. API degradation is fully resolved. All APIs are operating normally, and we are monitoring closely.

Elevated API Errors

Feb <var data-var='date'> 3</var>, <var data-var='time'>23:30</var> UTC Resolved - A system update caused an elevated rate of API errors between 15:21 and 15:48 PST ( 23:21 to 23:48 UTC ). The update has been mitigated and the issue is fully resolved. All APIs are operating normally, and we are monitoring closely.

Sep <var data-var='date'>10</var>, <var data-var='time'>18:15</var> UTC Resolved - This incident has been resolved. Sep <var data-var='date'>10</var>, <var data-var='time'>15:07</var> UTC Identified - We resolved outstanding issues in the platform and are working with AWS to go through the steps of unlocking our AWS account required to resume platform operations. Sep <var data-var='date'>10</var>, <var data-var='time'>12:09</var> UTC Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>12:08</var> UTC Investigating - We are currently investigating this issue.

System outage

Sep <var data-var='date'> 6</var>, <var data-var='time'>07:19</var> UTC Resolved - The incident was resolved. Sep <var data-var='date'> 6</var>, <var data-var='time'>05:17</var> UTC Update - We are working closely with AWS to resolve this issue. Sep <var data-var='date'> 6</var>, <var data-var='time'>00:48</var> UTC Investigating - We are currently investigating this issue.

Platform outage

May <var data-var='date'>23</var>, <var data-var='time'>18:45</var> UTC Resolved - Issues have been resolved at 18:45 UTC. The team is gathering data for the postmortem and action steps to prevent future degradations. May <var data-var='date'>23</var>, <var data-var='time'>18:25</var> UTC Update - We are continuing to investigate this issue. The issue emerged at 17:20 UTC. May <var data-var='date'>23</var>, <var data-var='time'>18:25</var> UTC Investigating - We are currently investigating the issue and working to resolve it.

Elevated errors and performance degradation

Apr <var data-var='date'>28</var>, <var data-var='time'>03:30</var> UTC Resolved - Due to underlying database conditions, we are experiencing degraded platform performance and elevated errors. Team is currently investigating and troubleshooting.

Platform degradation and elevated errors

Apr <var data-var='date'>15</var>, <var data-var='time'>00:45</var> UTC Completed - The scheduled maintenance has been completed. Apr <var data-var='date'>15</var>, <var data-var='time'>00:35</var> UTC Verifying - Verification is currently underway for the maintenance items. Apr <var data-var='date'>15</var>, <var data-var='time'>00:15</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>14</var>, <var data-var='time'>23:52</var> UTC Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>14</var>, <var data-var='time'>23:50</var> UTC Update - We will be undergoing scheduled maintenance during this time. Apr <var data-var='date'>14</var>, <var data-var='time'>23:49</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time.

DB maintenance

Apr <var data-var='date'> 9</var>, <var data-var='time'>07:30</var> UTC Resolved - We experienced degraded performance in one of our databases. This has caused elevated response times and timeouts in parts of our service from 12:22 am to 12:50 am UTC.

Performance degradation

Apr <var data-var='date'> 1</var>, <var data-var='time'>20:00</var> UTC Resolved - Less than 5 % of ETA calculations were behind for up to one hour between April 1, 20:00 UTC and to April 2, 00:00 UTC due to a processing issue.

ETA Processing Issue

Mar <var data-var='date'>28</var>, <var data-var='time'>22:00</var> UTC Resolved - Less than 5 % of ETA calculations were behind for up to one hour between 22:00 UTC and to 23:00 UTC due to an underlying infrastructure issue.

Sep <var data-var='date'>10</var>, <var data-var='time'>06:30</var> UTC Resolved - We identified a bug in the Orders API implementation that caused an issue with workers' devices switching logic. As a result, a segment of customers using Orders API is affected. Starting at Sep 10, 2024, 6:16:22 AM UTC, The bug impacted certain tracked orders where device tracking was inadvertently stopped before order was completed. The issue has been resolved at Sep 10, 2024, 4:38:07 PM UTC, and our team is closely monitoring to ensure full system stability.

Orders API Incident – Small Segment of Customers Impacted

Aug <var data-var='date'> 6</var>, <var data-var='time'>17:30</var> UTC Resolved - A significant increase in traffic caused delays in webhook delivery of up to 30 minutes. This issue started at 10:30 UTC and was resolved by 19:30 UTC. We’ve upgraded our infrastructure to handle similar traffic spikes in the future, ensuring more stable and timely webhook processing.

Webhook Degradation

Dec <var data-var='date'>14</var>, <var data-var='time'>22:30</var> UTC Resolved - A configuration update caused a small subset of devices to have degraded tracking data.

Platform Degradation

Oct <var data-var='date'>21</var>, <var data-var='time'>02:49</var> UTC Resolved - Engineering team deployed a fix. Critical services are returning back to normal and being actively monitored. There was no event data loss from mobile devices during orders in active state. Oct <var data-var='date'>21</var>, <var data-var='time'>02:24</var> UTC Identified - The issue has been identified. The team is coming up with a fix. Oct <var data-var='date'>21</var>, <var data-var='time'>02:09</var> UTC Investigating - Critical infrastructure systems are experiencing errors. Engineering team is currently investigating.

Critical platform services outage

Oct <var data-var='date'> 9</var>, <var data-var='time'>11:30</var> UTC Resolved - Repeat webhook payloads have been resent for several hours today UTC.

Repeat webhook payloads have been resent for several hours today UTC.

Apr <var data-var='date'>19</var>, <var data-var='time'>00:00</var> UTC Resolved - API networking issue caused geotags to be dropped.

Geotags ingestion issue

Nov <var data-var='date'> 2</var>, <var data-var='time'>14:00</var> UTC Resolved - The core pipeline experienced delays affecting a small portion of devices causing delays up to an hour.

Partial system delays

Sep <var data-var='date'>20</var>, <var data-var='time'>20:30</var> UTC Resolved - Trips v1 API arrival and exit webhook payload processing failed due to a faulty code release. The problem is resolved.

Trips API webhooks outage

Apr <var data-var='date'>22</var>, <var data-var='time'>02:00</var> UTC Resolved - Cloud provider outage impacted data ingestion

Cloud Provider Outage impacted HyperTrack Service

Feb <var data-var='date'> 9</var>, <var data-var='time'>03:11</var> UTC Completed - The scheduled maintenance has been completed. Feb <var data-var='date'> 9</var>, <var data-var='time'>01:10</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Feb <var data-var='date'> 9</var>, <var data-var='time'>01:06</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time.

Jan <var data-var='date'> 5</var>, <var data-var='time'>03:05</var> UTC Completed - The scheduled maintenance has been completed. Jan <var data-var='date'> 5</var>, <var data-var='time'>03:04</var> UTC Update - Scheduled maintenance is still in progress. We will provide updates as necessary. Jan <var data-var='date'> 5</var>, <var data-var='time'>02:31</var> UTC In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jan <var data-var='date'> 5</var>, <var data-var='time'>02:27</var> UTC Scheduled - We will be undergoing scheduled maintenance during this time.

Is HyperTrack down?

HyperTrack status is UP

Lastest published events

Device connectivity disruption

Elevated API Errors

Elevated API Errors

HyperTrack Services, Components and Regions

Recent HyperTrack events

Device connectivity disruption

Elevated API Errors

Elevated API Errors

System outage

Platform outage

Elevated errors and performance degradation