iPipeline Canada Support Status

iPipeline Canada Support Status

Our platform is continuously monitored for outages, slowdowns, or other issues.  Should there be any interruptions in service, we’ll provide status updates here.
Application Status Alerts
Insurance Down System Maintenance
Investments Down System Maintenance
DataMine Down System Maintenance
FrontOffice Down System Maintenance
Crystal Reports Down System Maintenance
RepVision Down System Maintenance
ClientVision Down System Maintenance
SalesDrive Down System Maintenance
Bluesun Advisor Down System Maintenance
Windows Updates Regularly scheduled Windows patching will be applied to WealthServ production systems on the first Tuesday of every month between 9:00 PM and 12:00 AM EST. During this period there may be intermittent periods during which the WealthServ Production environment will be unavailable.
Holiday Schedule Support Desk will be closed Monday October 11th, 2021 in observance of Thanks
Maintenance Window Daily (21:00 – midnight Wednesday to Sunday, or scheduled hotfix release) SYSTEM MAINTENANCE SCHEDULED – OCT 25

Please note that the system may be down at any point during this period.  Reports scheduled during this period will resume automatically should the system be unavailable at the report’s scheduled time.

Wealthserv – Maintenance Window Details

Current Incidents

WEALTHSERV

  • IMPORTANT WealthServ Service Update.

    WealthServ Insurance and Investments systems Production and UAT are unavailable at this time.  iPipeline Canada has enacted the interim disaster recovery processes. Current projected return to operation is Tuesday 26th October PM. iPipeline will host an update call at 9AM EST to provide more information. Invitations will be sent to your designated contact. We recognize and apologize for the disruption we know that this causes your business.

     

  • UPDATE: – WealthServ Insurance and Investments –  The recycle of nodes is complete. We are continuing to work with our infrastructure Vendor to assess further remediation efforts.  Access to WealthServ is expected to be unavailable during the maintenance window 10 PM EST until 6 AM EST.
  • UPDATE: – WealthServ Insurance and Investments –  At the recommendation of our Infrastructure Vendor a recycle of individual elements (nodes) within our infrastructure will take place starting at 2:45PM EST.  Users are expected to still experience latency issues during this event, however, the recycle is not expected to make the situation worse for Users.  A separate email communication has been sent to Clients.
  • UPDATE: – WealthServ Insurance and Investments –  Users may experience latency within all WealthServ applications at this time – including Bluesun Advisor and RepVision.  This is expected to also include feed processing, sFTP access, and services updates/processing.  This has been investigated as an emergency with the infrastructure Vendor and a remediation plan is being reviewed. A separate email communication is expected for Clients within the hour.
  • UPDATE: – WealthServ Insurance and Investments –  Users may experience latency within all WealthServ applications at this time – including Bluesun Advisor and RepVision.  This is expected to also include feed processing, sFTP access, and services updates/processing.  This continues to be investigated as an emergency with the infrastructure Vendor.  At this time there is no ETA on a resolution, however, we are working to remediate the issue as quickly as possible.
  • UPDATE: – WealthServ Insurance and Investments –  Users may experience latency within all WealthServ applications at this time – including Bluesun Advisor and RepVision.  This is being investigated as an emergency and steps are being taken to remediate the issue.
  • ALERT: – WealthServ Insurance and Investments –  We are investigating latency alerts within WealthServ.  Some users may experience latency within the application at this time.  This is being investigated as an emergency.
  • UPDATE: – WealthServ Insurance and Investments – We have received reports of some Clients experiencing continued latency starting at approximately 3:30 PM EST.  We are continuing to investigate this as a high priority.
  • UPDATE: – WealthServ Insurance and Investments – At this time WealthServ we are not experiencing any latency issues. We are continuing to monitor the situation.
  • ALERT: – WealthServ Insurance and Investments – We have received reports of latency issues with WealthServ Investments and Insurance.  This is being investigated as a high priority.

JIRA

 

  • UPDATE: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable for some users. This is being investigated. For any support requests at this time, please send an email to CA_ProductSupport@ipipeline.com
  • ALERT: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable. This is being investigated. For any support requests at this time, please send an email to CA_ProductSupport@ipipeline.com

Current Incidents – 2021/10/14

  •  RESOLVED:– WealthServ UAT – WealthServ UAT is available for Client use.
  •  ALERT:- WealthServ UAT – Please be advised we are investigating an issue with the UAT environment this morning. At this time Users are not able to login to the UAT environment. This is being investigated as a high priority.

Current Incidents – 2021/10/01

  • UPDATE: – Wealthserv Insurance, Investments and Bluesun Advisor – Users are able to use these applications as usual.  We are continuing to monitor the issue.
  • ALERT: – Wealthserv Insurance and Investments – Please be advised we are investigating an issue with users not being able to access WealthServ Insurance or Investments.  This is being investigated as an emergency.

Current Incidents – 2021/09/15

  • ALERT: – Support Helpdesk (JIRA) & Self Help (Wiki) – With recent upgrades by Atlassian, JIRA no longer supports Internet Explorer (IE) and users will no longer be able to access JIRA with Internet Explorer.  Please use an alternate browser (eg. Chrome, Edge, Firefox) to access JIRA.  Also at this time Clients may have issues accessing our Self Help portal.  We have an open ticket with Atlassian to have this resolved.
  • ALERT: – Support Helpdesk (JIRA) – Some users are reporting issues accessing our JIRA Helpdesk with Internet Explorer.  We are investigating.  In the meantime, please use Chrome or Edge to access JIRA.
  • COMPLETED: – Support Helpdesk (JIRA) Maintenance– JIRA will be unavailable between from 10 PM – 12 AM Thursday September 9th for planned maintenance.  For any issues during that time, please email ca_productsupport@ipipeline.com
  • RESOLVED: – Support Helpdesk (JIRA) –Is available for Client Support as per usual, please log any new tickets to https://jira.bluesun.ca/.
  • UPDATE: – Support Helpdesk (JIRA) –For any JIRA Support requests at this time, please send an email to CA_ProductSupport@ipipeline.com.
  • UPDATE: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is expected to be temporarily unavailable this week.  For any support requests at this time, please send an email to sbrooks@ipipeline.com.
  • UPDATE: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable. This is being investigated as an emergency and is not expected to be resolved today. For any support requests at this time, please send an email to sbrooks@ipipeline.com.
  • ALERT: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable. This is being investigated as an emergency. For any support requests at this time, please send an email to sbrooks@ipipeline.com.

Current Incidents – 2021/09/01

  • RESOLVED: – Crystal Reporting – Crystal Reporting Services have been restored and are available for use.
  • UPDATE: – Crystal Reporting – At this time Crystal reporting remains unavailable.  The Incident Response Team is working on alternative solutions to restore Crystal Services.  This is being addressed as an emergency.
  • UPDATE: – Crystal Reporting – At this time Crystal reporting remains unavailable. As DataMine reporting is unaffected, Clients are encouraged to use DataMine for any reporting requirements while we continue work to resolve the Crystal issue.
  • ALERT: – Crystal Reporting – Please be advise we are investigating an issue with Crystal reporting. At this time Crystal reporting is not available. This is being investigated as a high priority.

Current Incidents – 2021/08/27

  • RESOLVED: – – WealthServ UAT – WealthServ UAT is available for Client use.
  • RESOLVED: – – WealthServ UAT – This issue has been resolved and UAT is available to all Clients as expected.  Unfortunately, resolution was not permanent, and measures are being taken to continue work on the issue.  This is being investigated as a high priority.
  • ALERT: – WealthServ UAT – Please be advised we are investigating an issue with the UAT environment this morning. At this time Users are not able to login to the UAT environment. This is being investigated as a high priority.

Current Incidents – 2021/08/17

  • RESOLVED: – Bluesun Advisor – This issue has been resolved.
  • ALERT: – Bluesun Advisor – We are investigating alerts that some users may be experiencing issues accessing Bluesun Advisor.

Current Incidents – 2021/06/17

  • RESOLVED: – Forms Depot – Form Depot has resolved this issue and users should be able to login to Form Depot again.
  • UPDATE: – Forms Depot – Form Depot has confirmed this is an issue with their system and are working on a resolution.
  • ALERT: – Forms Depot – Please be advised WealthServ Form Depot users are receiving an “Invalid Login Credentials” when connecting to Forms Depot.  We are reaching out to Forms Depot to advise what the issue is and will provide an update as soon as possible.

Current Incidents – 2021/06/09

  • RESOLVED: – WealthServ Insurance BackOffice – System issue with login has been resolved.  As a result of the system issue feeds processing, Analytics Extracts, and DataMine reports may be delayed.  We will re-process any affected reports and services as soon as possible.
  • ALERT: – WealthServ Insurance BackOffice – Please be advised due to a system issue users may experience issues logging into WealthServ Insurance this morning.  This is being investigated as an emergency.  As a result of the system issue feeds processing, Analytics Extracts, and DataMine reports may be delayed.  We will re-process any affected reports and services as soon as possible.

Current Incidents – 2021/06/08

  • RESOLVED: – WealthServ BackOffice is available.
  • ALERT: – WealthServ Investments BackOffice – Please be advised we are investigating an issue with WealthServ Backoffice not being accessible. This is being investigated as an emergency.

Current Incidents – 2021/05/11

  • RESOLVED: – DataMine Reports – This issue was resolved at 10:40 AM.
  • ALERT: – DataMine Reports – Please be advised we are investigating an issue with DataMine report generation which started at approximately 10 AM EST.  Some users may not be able to generate reports at this time.  This is being investigated as a priority.

Current Incidents – 2021/04/16

  • UPDATE: – RBC Pending Feeds – The Carrier has advised their production issue is resolved and iPipeline should expect to receive these feeds again starting April 17th.
  • ALERT: – RBC Pending Feeds – Please note we have not received pending feeds from RBC since April 13th. We have been advised there is a production issue at the Carrier which they are working to resolve.

Current Incidents – 2021/04/01

  • RESOLVED: – Client Vision – This has been resolved for any affected users.
  • ALERT: – Client Vision – We are investigating an issue with users receiving an error message when logging into Client Vision.  This is being investigated as an emergency.

Current Incidents – 2021/03/22

  • UPDATE: – UAT Environment – Access is available to all Clients in UAT.  We are finding performance issues in UAT and are working on resolving these as quickly as possible. Clients accessing UAT may experience delays logging into or using UAT until this is resolved.
IMPORTANT UPDATE for March 14 2021

The Investment system and related services were successfully moved back to our primary site and all WS systems are now live.

We have removed the status updates on this page reporting on individual elements of the platform as we transition back to normal operations at our primary site.  Our UAT system has also been made available for use however we have not verified all functionality and therefore you may encounter issues while we complete our review.

There are no community meetings planned for the week of March 15th 2021 at this time.  We will be communicating our RCA and the resulting action plans as we finalize our findings.

Current Incidents – 2021/03/12

  • UPDATE: – UAT Environment – We have made significant progress in restoring the UAT environment but are unfortunately still waiting for a number of restores to complete which is preventing us from being able to open up access. We have successfully performed some initial smoke tests and will perform additional verifications as client systems are restored. Because of these delays, we have not been able to assess the performance of the environment.  REVISED on March 12/2021 – ETA TBD

Current Incidents – 2021/03/11

ALERT:  Some clients are experiencing issues update and inserting broker contracts or E&O.   E&O and contracting updates use API’s.  If something causes a delay (eg. reports, imports, aq’s, ad hocs) that result in a delay in our system that takes longer than 10 seconds they will error out.  This has improved since the date restrictions were put into place for some reports, but is still a sporadic behaviour.

We continue to investigate other opportunities to limit the activity that is causing this.

UPDATE March 14:  We will be reviewing this issue post-Investment move to primary during regular business hours on Monday March 15th (to ensure we can validate when load is experiencing normal usage)   

Current Incidents – 2021/03/10

ALERT:  We have received reports from some Western Canada clients of errors when using WealthServ applications.  We have confirmed that all applications and services are up and running and that the issues may be related to external network issues.  We are actively investigating and monitoring.

UPDATE:  RepVision slowness:  RepVision users are experiencing slowness when logging in, accessing their dashboard and their commissions page. This is related to the number of commission statements an advisor has on their dashboard. The commission statements are located in the primary data center and while RepVision remains in the secondary data center.  Speed of retrieval of the statement list will vary depending on the number of commission statements an advisor has.

As the RepVision dashboard is the first page to load, Reps will encounter slowness logging in.  Once loaded, slowness will only be encountered if returning to the dashboard or loading the commissions page which also retrieves commission statements.

UPDATE:  Investments Back Office:  Failed File Upload:  We’ve addressed the issue but are unable to fully validate until tonight’s maintenance window (10 PM – midnight).  Please contact support should you still experience failed file uploads.

ALERT:  Investments Back Office:  We are currently investigating an issue relating to uploading documents and an intermittent resulting error message “Upload file failed”.


Current Incidents – 2021/03/09

ALERT–  RepVision slowness:  We are currently investigating reports of slowness in RepVision. Users may experience delays of several minutes logging in. However, once logged in, users should be able use the system normally.

Current Incidents – 2021/03/05

RESOLVED – We are currently experiencing delays in processing DataMine scheduled reports due to high request volumes.

RESOLVED – FundSERV has communicated an update that they have addressed the technical difficulties and restored their systems.  Here is their formal communcation:

Current Incidents – 2021/03/03

RESOLVED – We are investigating an issue with receiving feeds from Empire Life. Feeds from this Carrier may be delayed as we investigate this issue.

Current Incidents – 2021/03/02

RESOLVED – WS Insurance – At this time we are experiencing an issue with document and email services within WealthServ Insurance. Users may not be able to access or send/upload emails or documents through the system. This is being investigated as a high priority.

RESOLVED – Additionally, we have paused some clients’ email automations due to a large number of emails being generated.  This is not new or unusual.  We have a threshold monitor in place to automatically stop sending out emails when there is an unexpected large number of emails generated over a short time period.  This is in place to ensure Advisors are not spammed with emails. We are in the process of reviewing the emails and if everything looks okay will release them shortly.  The pause, does not stop automation emails from being generated and queued.


 

Alert– Our Disaster Recovery process is still in progress. WealthServShared DB has been restored. Investments available for Client validation. Secondary Team continuing to progress with Insurance DB restore.
February 19, 2021, 08:45 EST

Alert– Our Disaster Recovery process is still in progress. WealthServShared DB has been restored. Confirmed Login, Search, Update in Investments demo BackOffice and Admin , smoke testing Client PINS. Secondary Team continuing to progress with Insurance DB restore.
February 19, 2021, 06:00 EST

Alert– Our Disaster Recovery process is still in progress. WealthServShared DB has been restored. Team is validating Investments databases for integrity. Secondary Team continuing to progress with Insurance DB restore.
February 19, 2021, 04:00 EST

Alert– Our Disaster Recovery process is still in progress. We are anticipating having Investments service restored by shortly.  Investment Clients are advised to place trades directly with FundServ.  Insurance DB recovery is currently underway. Updates to progress will be provided as available.
February 18, 2021, 15:00 EST

Alert– Our Disaster Recovery process is still in progress. We are anticipating having Investments service restored by approximately 3 PM EST.  Investment Clients are advised to place trades directly with FundServ.  Insurance DB recovery is currently underway with the expectation it will be available by start of business on Friday morning. Updates to progress will be provided as available.
February 18, 2021, 12:00 EST

Alert– Our Disaster Recovery process is still in progress and a status update meeting for Clients has been arranged for 11 AM.  Investment Clients are advised to place trades directly with FundServ.
February 18, 2021, 10:30 EST

Alert– Investment Clients are advised to place trades directly with FundServ as an ETA on restoring Investments is not expected until mid day.  WealthServ Insurance and Bluesun Advisor is not expected to be available until this evening. A status update meeting has been arranged for 11 AM for an update on progress.
February 18, 2021, 09:00 EST

Alert– Progress has been made with moving to a secondary data center and a communication has been sent out to Clients with a status update. Investment Clients are advised to place trades directly with FundServ as an ETA on restoring Investments is not expected until mid day.  WealthServ Insurance and Bluesun Advisor is not expected to be available until this evening. A secondary Team continues to work continuously with our Vendors to resolve the primary data center issue in parallel.
February 18, 2021, 07:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 06:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 05:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 04:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 03:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 02:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 01:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 18, 2021, 00:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 17, 2021, 23:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel our disaster recovery process is in progress with an aim to have connectivity restored Thursday morning.
February 17, 2021, 22:30 EST

Alert– Our Vendors are continuing efforts to restore access to our primary data center.  In parallel we have initiated our disaster recovery process with an aim to have connectivity restored Thursday morning.
February 17, 2021, 21:30 EST

Alert– In parallel to the work to recover the primary system, we are invoking our disaster recovery process to restore service as soon as possible. With an aim to be ready for tomorrow morning.
February 17, 2021, 20:15 EST

Alert– We are experiencing network connectivity issues with our Data Center.  There has been some progress with our Vendors, however, they are unable to provide an ETA on resolution as they continue to work through the issue with us.
February 17, 2021, 19:45 EST

Alert– We are experiencing network connectivity issues with our Data Center.  There has been some progress with our Vendors, however, they are unable to provide an ETA on resolution as they continue to work through the issue with us.
February 17, 2021, 18:45 EST

Alert– We are experiencing network connectivity issues with our Data Center.  There has been some progress with our Vendors, however, they are unable to provide an ETA on resolution as they continue to work through the issue with us.
February 17, 2021, 17:15 EST

Alert– We are experiencing network connectivity issues with our Data Center.  There has been some progress with our Vendors, however, they are unable to provide an ETA on resolution as they continue to work through the issue with us.
February 17, 2021, 16:30 EST

Alert– We are experiencing network connectivity issues with our Data Center.  At this time we are advising Investments Clients with outstanding FundServ trades to place them directly with FundServ web services as this issue will not be resolved prior to 4 PM EST.
February 17, 2021, 15:30 EST

Alert– We are experiencing network connectivity issues with our Data Center.  Multiple system Vendors are working on the issue with a focus to restoring service as quickly as possible. There is no ETA on a resolution available at this time. A further update will be provided as one is available.
February 17, 2021, 15:00 EST

Alert– We are experiencing network connectivity issues with our Data Center.  Multiple system Vendors are working on the issue with a focus to restoring service as quickly as possible. There is no ETA on a resolution available at this time. A further update will be provided as one is available.
February 17, 2021, 14:00 EST

Alert– We are experiencing network connectivity issues with our Data Center.  We are actively engaged with the system Vendor to resolve this as an emergency. There is no ETA on a resolution available at this time. A further update will be provided as one is available.
February 17, 2021, 12:15 EST

Alert– We are experiencing network connectivity issues with our Data Center.  This has been escalated as a P1 to the system Vendor who is currently engaged in troubleshooting the issue. There is no ETA on a resolution available at this time. A further update will be provided as one is available.
February 17, 2021, 11:30 EST

Alert– We are experiencing network connectivity issues with our Data Center.  We are investigating as an emergency.
February 17, 2021, 10:45 EST

WealthServ Investments Maintenance

Resolved– Maintenance is complete.  WealthServ Investments is available for use.
February 14, 2021, 20:15 EST

Alert– Please be advised. Maintenance is still being performed on WealthServ Investments.  The system is expected to be available shortly.
February 14, 2021, 19:30 EST

Alert– Please be advised. Maintenance is being performed on WealthServ Investments.  The system is expected to be unavailable until 7:00 PM EST.
February 14, 2021, 17:00 EST

Alert– Please be advised. Maintenance is being performed on WealthServ Investments.  The system is expected to be unavailable until 5:00 PM EST.
February 14, 2021, 15:00 EST

WealthServ Investments Imports

Alert– Please be advised some Clients may experience a delay in processing files as a result of the network outage as a backlog of files are being processed.
February 12, 2021, 08:00 EST

WealthServ and Bluesun Advisor

Resolved– All systems are currently available. We are continuing to monitor the resolution to this issue.
February 11, 2021, 20:15 EST

Alert– We are experiencing network connectivity issues with our Data Center. This continues to be addressed as an emergency.
February 11, 2021, 19:05 EST

Alert– We are experiencing issues with Clients accessing WealthServ and Bluesun Advisor.  We are investigating as an emergency.
February 11, 2021, 18:25 EST

WealthServ Insurance – Manulife BOB Feeds

Resolved– This issue has been resolved and suspended files are being resubmitted for processing.
February 09, 2021, 17:25 EST

Alert– Due to a processing issue with Manulife BOB feeds, some Clients may have delays in file imports.  Processing of Manulife BOB files has been temporarily suspended at this time while we investigate.
February 09, 2021, 07:25 EST

WealthServ Insurance – Manulife BOB Feeds

Alert– Please be advised we reviewing the processing of Manulife BOB feeds as they are taking more time than usual to process. Clients may experience delays in receiving these files.
February 04, 2021, 11:00 EST

WealthServ Insurance – High Feed Volumes

Alert– Please be advised we are processing higher than normal feed volumes and Clients may notice a delay in file imports while the backlog is being processed.
February 02, 2021, 7:15 EST

WealthServ Insurance Latency

Update– The latency issue was due to unexpectedly high transaction volumes. We have made configuration changes to adjust resources to account for the additional volume and are continuing to monitor performance. We will make further adjustments as necessary to remediate any further latency.
February 01, 2021, 17:15 EST

Alert– Please be advised we are investigating reports of system latency in WealthServ Insurance that started at approximately 3PM.  This is being investigated as a high priority.
February 01, 2021, 15:00 EST

WealthServ Insurance Latency

Resolved– This issue was resolved.
January 27, 2021, 16:00 EST

Alert– Please be advised we are investigating reports of system latency in WealthServ Insurance that started at approximately 2PM.  This is being investigated as a high priority.
January 27, 2021, 14:35 EST

WealthServ Investments – ClientVision Reports

Resolved– Please be advised Client reports on the ClientVision reports tab are available as usual.
January 25, 2021, 15:30 EST

Alert– Please be advised Client reports on the ClientVision reports tab are currently unavailable.  We are testing a fix for this issue and are working to resolve this as quickly as possible.
January 25, 2021, 6:00 EST

Alert– Please be advised Client reports on the ClientVision reports tab are currently unavailable.  We are continuing to work on resolving this issue as a high priority.
January 22, 2021, 16:00 EST

Alert– Please be advised Client reports on the ClientVision reports tab are currently unavailable.  We are working on resolving this issue as a high priority.
January 22, 2021, 13:00 EST

Past Incidents

2020

November 23 – December 21, 2020

Adding/Editing Clients – WealthServ Investments

Resolved– The issue with some users not being able to update Client records is resolved.
December 21, 2020, 11:15 EST

Alert– We are investigating issues with updating Client records for some users in WealthServ Investments. This is being investigated as a high priority.
December 21, 2020, 10:15 EST

Adding additional Clients/Insured to a policy – WealthServ Insurance
Resolved– This issue has been resolved.
December 17, 2020, 21:30 EST

Alert– We are currently investigating an issue in adding a second client/insured while creating policies manually. This is being investigated as a priority.
December 17, 2020, 13:30 EST
Blank Emails – WealthServ Investments

Alert– A fix was released to production overnight to address this issue.
December 10, 2020, 8:30 EST

Alert– Please be advised we are investigating an issue with emails uploaded to WealthServ Investments being blank when opened. This only affects emails viewed the same day as they are uploaded.  Emails are archived to permanent storage nightly and once saved to permanent storage the emails will be visible.
December 9, 2020, 7:00 EST

Insurance Feed sFTP Issues

Resolved– The sFTP issues have been resolved.
December 1, 2020, 15:30 EST


Alert
– Please be advised we are currently experiencing an issue with some carriers not being able to connect to our sFTP.  This currently affects Desjardins, RBC, ivari, Exam One, Assumption Life.  This is being investigated as a high priority
December 1, 2020, 10:30 EST


Delays in Equitable Feed Files

Resolved– Equitable Life has confirmed this issue is resolved.
December 1, 2020, 12:00 EST


Alert
– Please be advised we are currently experiencing an issue receiving Equitable Life feeds. We are working on resolving this as a priority. There will be delays in receiving these feeds until this is resolved.
December 1, 2020, 8:00 EST


Unexpected Receipt of Large Number of Insurance Emails

Alert– Due to an error re-queuing failed emails from the November 28 system maintenance, some Insurance users may have received large numbers of emails on November 28th at approximately 6:00-8:00 PM EST that were originally generated prior to the maintenance.  These emails were valid emails that were previously failed and resent in error.

Please ignore any emails received on Saturday November 28.  On Sunday November 29 at 6:00 PM, the correct emails that failed as a result of the system maintenance were re-sent to ensure no emails were missed during the outage.
November 30, 2020, 9:00 EST


System Maintentance this Weekend

Alert– System upgrade is completed.
November 28, 2020, 17:00 EST

Alert– System upgrade has completed install and configuration. Systems are undergoing are currently undergoing testing.  Please expect services to be intermittent while testing is in progress.
November 28, 2020, 9:00 EST

Alert– System maintenance has started.
November 27, 2020, 21:00 EST

Alert– Our IT Team will be performing system maintenance this weekend between 9 PM Friday, November 27 and 6 PM Saturday, November 28th.  During this time expect delays in processing feeds, accessing documents, and sending emails and documents via sFTP or email.  Complete details have been communicated separately to Clients.  Status updates on progress will be provided in the feature chart above as the maintenance is progressing.
November 27, 2020, 12:30 EST


Performance Monitoring

Update– Performance maintenance updates were completed on November 20.  We are continuing to monitor system performance and will take further steps as necessary as a priority.
November 23, 2020, 8:15 EST


November 6 – November 20, 2020

Performance Maintenance Tonight!

Alert– Performance maintenance updates will be performed in WealthServ tonight.  These updates will take place between 9:00PM EST on Friday November 20 to 12 PM EST Saturday November 21, 2020.  The system will be available during this time, however, users may experience delays while the updates are occurring.
November 20, 2020, 8:15 EST

High Feed Volumes

Alert– We are experiencing an exceptionally high volume of feeds.  Feeds are being processed as received.  Some delays in feeds appearing in the system may be seen as the backlog is processed.
November 7, 2020, 10:15 EST

DataMine Reporting Timeout

Update– Updates were made to mitigate this issue.  We are continuing to monitor as a priority.
November 6, 2020, 12:35 EST

Alert– Some users may be experiencing issues with reports timing out.  We are investigating this as an emergency.
November 6, 2020, 12:00 EST

WealthServ Investments and Insurance Release Tonight!

Notice – WealthServ Investments and Insurance 2020.11 release is happening this weekend.  The system will be unavailable from 9 PM EST on Friday November 6 to 6 PM EST Saturday November 7.
November 6, 2020, 08:00 EST


October 14 – November 2, 2020

WealthServ Insurance Latency

Alert – We are continuing to monitor performance as a priority and will conduct further remediation as necessary.  WealthServ Investments is not affected.
Nov 2, 2020, 11:00 EDT

Alert – Performance updates were performed overnight to address performance issues experienced by some Clients.  We are continuing to monitor performance.
Nov 1, 2020, 08:15 EDT

Alert – Additional remediation were completed overnight to address performance issues experienced by some Clients.  We are continuing to monitor performance and will conduct further remediation as a high priority if necessary.
Oct 29, 2020, 08:15 EDT

Alert – Additional remediation steps are currently underway to address performance issues experienced by some Clients.  We are continuing to monitor performance and will conduct further remediation as a high priority if necessary.
Oct 28, 2020, 13:15 EDT

Alert – We are continuing to monitor performance and will conduct further remediation as a high priority if necessary.
Oct 28, 2020, 11:00 EDT

Alert – We are continuing to monitor performance and will conduct further remediation as a high priority if necessary.
Oct 27, 2020, 11:00 EDT

Alert – Updates have been made to address reports of intermittent latency with WealthServ Insurance.  We are continuing to monitor performance and will conduct further remediation as a high priority if necessary.
Oct 26, 2020, 15:00 EDT

Alert – We are continuing to investigate reports of latency in WealthServ Insurance as a high priority and have engaged iPipeline US technical experts to assist with the investigation.
Oct 23, 2020, 15:00 EDT

Alert – We are investigating reports of latency from some Clients when using specific areas of WealthServ Insurance. This is being investigated as a priority.
Oct 23, 2020, 11:45 EDT

DataMine Reporting and Investments Latency

Update – This issue has been resolved. We are continuing to monitor the resolution over the next couple of days to confirm the issue is permanently fixed.
Oct 16, 2020, 08:45 EDT

Alert – We are continuing to investigating an issue with DataMine report generation and system latency that may be affecting some users. This is being investigated as an emergency.
Oct 15, 2020, 12:25 EDT

Alert – We are continuing to investigating an issue with DataMine report generation and system latency that may be affecting some users. This is being investigated as an emergency.
Oct 15, 2020, 11:25 EDT

Alert – We are investigating an issue with DataMine report generation that may be affecting some users. This is being investigated as a high priority.
Oct 15, 2020, 09:55 EDT

Update – This issue has been resolved.  Users are advised to re-run any reports that may have failed as a result of the issue.
Oct 14, 2020, 15:45 EDT

Alert – We are investigating an issue with DataMine report generation that may be affecting some users. This is being investigated as a high priority.
Oct 14, 2020, 15:15 EDT


October 8, 2020

DataMine Login and Reporting issues with Chrome in RepVision and Bluesun Advisor

Resolved – We have fixed an issue with recent updates to the Chrome browser that was affecting RepVision and Bluesun Advisor users from SSO and report generation in DataMine.  Only users with recent Chrome browser updates would have been affected.
Oct 8, 2020, 14:00 EDT

Alert – We are investigating an issue with DataMine report generation in Chrome with RepVision and Bluesun Advisor.  Other browsers remain unaffected.
Oct 8, 2020, 11:00 EDT


September 29 – October 3, 2020

WealthServ Insurance Maintenance Advisory

Update – WealthServ Insurance maintenance is complete and the system is available for use.
Oct 3, 2020, 9:00 EDT
Alert
– iPipelines IT Team will be performing important maintenance updates to WealthServ Insurance between 11:00 PM on Friday, October 2 to 10 AM Saturday, October 3, 2020 EDT.  During the maintenance window Wealthserv Insurance will be unavailable to Clients.  An update will be provided when the maintenance is complete.
Sep 29, 2020, 17:30 EDTAlert – Some users this morning may have encountered TLS 503 errors when sending or recieving email from WealthServ.  This issue has been resolved.  This may have also impacted scheduled DataMine reports delivered by email September 29.  We are re-queuing these reports, however, affected users may need to manually reset reports that use a dynamic or “non daily” date range.
Sep 29, 2020, 10:30 EDT

September 8, 2020

WealthServ sFTP Connectivity

Alert – The sFTP issue has been resolved. We are reaching out to Carriers to resend any files that may have been impacted.
Sep 8, 2020, 09:30 EDT
Alert – Please be advised we are investigating reports of issues connecting to our sFTP Server. This is being investigated as an emergency.
Sep 8, 2020, 09:00 EDT


August 13, 2020

Manulife Application Feeds

Update – Application feeds received from Manulife after August 10, 2020 currently cannot be processed as we are unable to decrypt the files.  This has been escalated to the Carrier and they are investigating as a priority.
Aug 13, 2020, 11:00 EDT


Alert
– Application feeds received from Manulife currently cannot be processed as we are unable to decrypt the files.  We have reached out to Manulife to determine if there has been a change to their encryption.  No other Carriers are affected.  This is being investigated as a priority.
Aug 12, 2020, 8:00 EDT


August 10, 2020

WealthServ Insurance Broker Management Documents

Resolved – This issue has been resolved.
Aug 10, 2020, 12:30 EDT

Alert – We are investigating reports of some Broker Management users not being able to view uploaded documents.  This is being investigated as a priority.
Aug 10, 2020, 10:30 EDT


August 5, 2020

WealthServ Investments Imports

Resolved – The imports issue has been resolved. Users may experience delays in import processing as the backlog of imports are processed.
Aug 5, 2020, 9:30 EDT

Alert – Please be advised we are currently investigating an issue with WealthServ Investments file imports. At this time users may experience a delay in processing daily files.  This is being investigated as an emergency.
Aug 5, 2020, 8:45 EDT


July 17, 2020

iPipeline Canada System Access

Resolved- Please be advised the outage has been resolved and applications are available for use as per usual.  Please note the WealthServ Insurance application release scheduled for tonight has been cancelled, and will be rescheduled.
Jul 17, 2020, 8:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is continuing to work with Data Center Engineers as an emergency and some applications should be available shortly.
Jul 17, 2020, 7:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is continuing to work with Data Center Engineers as an emergency and some applications should be available shortly.
Jul 17, 2020, 6:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is continuing to work with Data Center Engineers as an emergency and some applications should be available shortly.
Jul 17, 2020, 5:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is continuing to work with Data Center Engineers as an emergency and some applications should be available shortly.
Jul 17, 2020, 4:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is continuing to work with Data Center Engineers as an emergency to resolve this issue.  At this time access to iPipeline Canada applications are not available.
Jul 17, 2020, 3:45 EDT

Alert – Please be advised we are currently experiencing a system outage at our primary Data Center.  Our IT Team is investigating this with Data Center Engineers as an emergency.  At this time access to iPipeline Canada applications are not available.
Jul 17, 2020, 2:45 EDT


July 7, 2020

WealthServ Investments Imports Delayed

Alert – Please note due to an unexpected processing issue overnight, Clients may find daily import files will be processed later than normal today.  We are monitoring the process to ensure all files are successfully processed.
Jul 07, 2020, 8:05 EDT


June 27, 2020

WealthServ and Bluesun Advisor Latency

Alert – As a followup to the advisory issued on June 27, some Carriers may have had issues sending files to our systems between 7:30 AM and 2:30 PM EST on June 27.  We are reaching out to have any feeds that may have been missed to be resent.
Jun 27, 2020, 14:45 EST


June 1, 2020

WealthServ Investments High Feed Volumes

Alert – Please be advised we are processing a higher than normal feed volume and there may be some delays processing feeds as the backlog is being processed.
Jun 1, 2020, 08:15 EST


April 24 – May 25, 2020

High Feed Volumes

Alert – Please be advised we are processing a higher than normal feed volume and there may be some delays processing feeds as the backlog is being processed.
May 25, 2020, 11:30 EST

IA InForce Feeds to Wealthserv

Alert – Please be advised IA has advised iPipeline they are having issues with their InForce feed. They are currently working on addressing these issues and until resolved InForce feeds are not being sent to WealthServ.  Please reach out directly to IA for further updates on this issue.
May 4, 2020, 10:00 EST

Canada Life Pending Feeds to Wealthserv

Alert – Please be advised Canada Life has advised iPipeline they are having issues with their pending feed. They are currently working on addressing these issues and until resolved pending feeds are not being sent to WealthServ.  Please reach out directly to Canada Life for further updates on this issue.
April 24, 2020, 14:00 EST


April 21, 2020

Desjardins CITS Feeds to Wealthserv

Resolved – This issue has been resolved with the Carrier. All delayed feeds have been sent.
April 21, 2020, 18:00 EST

Alert – Please be advised WealthServ has not received CITS feeds from the Carrier Desjardins for several days. We are working with Desjardins to resolve the issue.
April 21, 2020, 15:45 EST


April 13, 2020

WealthServ Investments “No Network Response”

Alert – Some Investment users may have received “No Network Response” when placing trades this morning through BackOffice or RepVision due to an intermittent FundServ connectivity issue.  This has been resolved.
April 14, 2020, 12:45 EST

WealthServ UAT Scheduled Maintenance Advisory

Alert – Please be aware there will be scheduled maintenance on the WealthServ UAT environment between 6:00 PM EST Friday, April 17 and 10:00 PM EST Sunday, April 19. During this time users may not be able to access the UAT environment.
April 13, 2020, 15:30 EST


April 9, 2020

WealthServ Intermittent Email Issue

Resolved – This issue has been resolved.
April 9, 2020, 10:30 EST

Alert 
– Please be advised our IT Team is investigating intermittent issues sending emails to WealthServ.  This is being investigated as a high priority.
April 9, 2020, 09:30 EST


April 5-6, 2020

FundServ “No Network Response”

Resolved– This issue has been resolved and we have reached out directly to any affected Clients regarding completing any outstanding trades.
April 6, 2020, 16:00 EST

Alert – We are continuing to work with FundServ to resolve this issue as a high priority. At this time we are advising all Investment Clients to place trades directly with FundServ.
April 6, 2020, 14:45 EST

Alert 
– Please be advised RepVision and BackOffice trades may be responding with “No Network Response”.  We are working with FundServ to resolve this issue as a high priority.
April 6, 2020, 9:45 EST

DataMine Scheduled Reports

Alert – Please note as the result of the WealthServ Investments and Insurance Access issue, users may not have received scheduled DataMine reports. We will re-queue these reports and resubmit where possible.
April 6, 2020, 7:30 EST

WealthServ Investments and Insurance Access

Resolved – This issue has been resolved.
April 5, 2020, 23:00 EST

Alert – Please be advised we are working with our infrastructure Vendor to address a networking issue that may be affecting WealthServ Insurance and Investments in UAT and Production environments.  We are working on resolving this as a high priority.
April 5, 2020, 20:10 EST


March 30, 2020 

ForceRecalc on Split Commission Policies

Alert – A fix for this issue will be released to production at 9:00 PM EST, tonight.
March 30, 2020, 19:10 EST

Alert – We are investigating an issue with ForceRecalc not updating on policies with commission splits. This is being investigated as a high priority.
March 30, 2020, 14:10 EST


February 24-25, 2020 

DataMine Reporting

Alert – We are experiencing high report volumes at this time.  Some users may experience issues when generating reports.  Please resubmit any reports that may time out.
February 25, 2020, 12:10 EST

Alert 
– We are experiencing high report volumes at this time.  Some users may experience issues when generating reports.  Please resubmit any reports that may time out.
February 24, 2020, 16:10 EST

Alert – Please be advised we are investigating alerts with producing DataMine reports as a priority.  Some users may be experiencing issues generating reports.
February 24, 2020, 14:10 EST


February 10, 2020 

DataMine Reporting

Resolved – The root cause of the alerts was identified and remediated.  Affected users may have had an issue generating DataMine reports between 11:15 and 11:30 AM EST.  Please re-run any reports that failed during that time.
February 10, 2020, 11:50 EST

Alert – Please be advised we are investigating alerts with producing DataMine reports.  Some users may be experiencing issues generating reports.
February 10, 2020, 11:22 EST


January 18, 2020 

WealthServ Insurance Release

Resolved – This issue has been resolved.
January 18, 2020, 20:30 EST

Update – Please be advised due to the infrastructure issue, our post release testing will extend beyond the 6:00 PM EST scheduled time.
January 18, 2020, 16:45 EST

Infrastructure Issue

Resolved – This issue has been resolved.
January 18, 2020, 20:30 EST

Update – We are currently experiencing an infrastructure issue which is affecting Client access to WealthServ Investments.  We are still actively addressing as an emergency.  The root cause has been identified and we are working with our infrastructure providers on a resolution.
January 18, 2020, 16:45 EST

Update – We are currently experiencing an infrastructure issue which is affecting Client access to our Data Center.  We are still actively addressing as an emergency.  The root cause has been identified and we are working with our infrastructure providers on a resolution.
January 18, 2020, 13:45 EST

Update – We are currently experiencing an infrastructure issue which is affecting Client access to our Data Center.  We are still actively investigating as an emergency and this has been escalated with our infrastructure providers.
January 18, 2020, 12:45 EST

Update – We are currently experiencing an infrastructure issue which is affecting Client access to our Data Center.  We are still actively investigating as an emergency.
January 18, 2020, 11:45 EST

Alert – We are currently experiencing an infrastructure issue which is affecting Client access to our Data Center.  We are actively investigating as an emergency.
January 18, 2020, 10:45 EST

2019

December 4 – December 10 2019 

DataMine Reporting

Update–  DataMine reports are printing, however, due to the volume of backlogged reports, some users may experience delays in reports generating.  We will be re-queueing any scheduled reports that may have failed.
December 10, 2019, 8:15 EST

Update–  DataMine reports are printing, however, due to the volume of backlogged reports, some users may experience delays in reports generating.  We will be re-queueing any scheduled reports that may have failed.
December 9, 2019, 9:35 EST

Alert–  Please be advised we are investigating an issue with DataMine reporting.  This is being treated as an emergency.
December 9, 2019, 9:15 EST

Alert–  Please be advised we are investigating an issue with DataMine reporting.  This is being treated as an emergency.
December 9, 2019, 8:20 EST


RepVision Issues

Resolved–  We have resolved the issue with RepVision.
December 4, 2019, 10:20 EST

Alert–  We are investigating an issue with users not being able to access RepVision.  We are investigating as an Emergency.
December 4, 2019, 9:20 EST


December 3, 2019 

WealthServ Insurance Feed Imports

Alert–  Import files are processing.
December 3, 2019, 11:50 EST

Alert–  We are investigating a delay in processing imports in WealthServ Insurance this morning.  We are investigating this as an Emergency.
December 3, 2019, 11:30 EST


November 20, 2019 

WealthServ Investments Imports

Resolved–  All import files have been processed.
November 20, 2019, 11:55 EST

Update–  We are continuing to monitor the import process as the backlog of imports are processed.  We are expecting the entire backlog to be cleared in approximately 30 minutes.
November 20, 2019, 11:05 EST

Update–  Some affected import files have been processed.  We are continuing to monitor the import process as the backlog of imports are processed.
November 20, 2019, 10:05 EST

Alert–  We have identified the source of the issue and are continuing to investigate a resolution as an Emergency.  There will be delays in processing imports while this is being addressed.
November 20, 2019, 9:30 EST

Alert–  We are investigating a delay in processing imports in WealthServ Investments this morning.  We are investigating this as an Emergency.
November 20, 2019, 8:30 EST


November 13, 2019 

WealthServ Investments, Crystal Reports, DataMine Reports – Unable to Login

Resolved–  Users should be able to login to all applications.
November 13, 2019, 10:45 EST

Update–  Users are able to login to WealthServ Investments BackOffice, RepVision and DataMine.  Crystal Reports is still affected.  This is continuing to be addressed as an Emergency.
November 13, 2019, 10:30 EST

Update–  Users are able to login to WealthServ Investments BackOffice.  Crystal Reports, RepVision, and DataMine are still affected.  This is continuing to be addressed as an Emergency.
November 13, 2019, 9:45 EST

Alert–  Users are unable to access WealthServ Investments BackOffice, RepVision, Crystal Reports, and DataMine due to a TLS security alert.  This has been escalated as an Emergency to our Infrastructure provider who has confirmed an issue exists and is investigating as an Emergency.  WealthServ Insurance BackOffice and ClientVision are unaffected.
November 13, 2019, 9:35 EST

Alert–  Some users may be unable to access WealthServ Investments BackOffice and/or RepVision or Crystal Reports due to a TLS security alert.  This has been escalated as an Emergency to our Infrastructure provider who has confirmed an issue exists and is investigating as an Emergency.  WealthServ Insurance BackOffice and ClientVision are unaffected.
November 13, 2019, 9:15 EST

Alert–  Some users may be unable to access WealthServ Investments BackOffice and/or RepVision due to a TLS security alert.  This has been escalated as an Emergency to our Infrastructure provider who has confirmed an issue exists and is investigating as an Emergency.  WealthServ Insurance and ClientVision are unaffected.
November 13, 2019, 8:45 EST

Alert–  Some users may be unable to access WealthServ Investments BackOffice and/or RepVision due to a TLS security alert.  We are investigating this as an Emergency.
November 13, 2019, 7:45 EST


October 30, 2019 

DataMine Viewing Scheduled Reports List

Resolved–  Issue has been resolved.  Any scheduled reports on October 28 and 29 that did not complete will need to be rescheduled.
October 30, 2019, 16:45 EST

Alert–  Some users are experiencing an error when trying to review scheduled DataMine reports.  Root cause has been identified and a fix is currently in development.
October 30, 2019, 16:15 EST

Alert–  Some users are experiencing an error when trying to review scheduled DataMine reports.  We are still working on identifying the root case as a high priority.  This appears to be isolated to users creating scheduled reports on Tuesday October 29, 2019.
October 30, 2019, 14:15 EST

Alert–  Some users are experiencing an error when trying to review or create scheduled DataMine reports.  This is being investigated as a high priority.
October 30, 2019, 12:55 EST


October 29, 2019 

DataMine Performance Update

Alert–  DataMine performance testing has been completed.
October 29, 2019, 12:55 EST

Alert–  Please be advised we will be testing recent performance updates in Datamine between 12:00 PM and 1:00 PM EST.  There is not expected to be any impact to users.
October 29, 2019, 11:00 EST


October 28, 2019 

Scheduled DataMine Maintenance 9:00 – 10:00 PM EST

Alert–  Please be advised there will be scheduled maintenance to the DataMine reporting system between 9:00 and 10:00 EST on Monday October 28, 2019.  During the maintenance window DataMine reporting may not be available.
October 28, 2019, 15:00 EST


October 22, 2019 

sFTP Issue – Possible Feeds Delay

Alert–  Due to an overnight sFTP issue, there may be a delay in receiving and processing some feeds this morning.  The sFTP issue has been resolved.  We are following up on any feeds that may have been affected overnight.
October 22, 2019, 8:30 EST


October 7, 2019 

DataMine Reporting – Slow

Alert–  Due to very high report volumes some users may be experiencing slowness in DataMine reporting.  We are taking steps to address the issue.  Some reports may time out and need to be re-run.
October 7, 2019, 15:30 ES


September 11, 2019 

WS Investments Ad Hoc Reporting

Resolved–  This issue has been resolved.
October 4, 2019, 9:00 EST

Alert–  We are currently investigating an issue that is affecting ad hoc reporting in Investments.  Some users may not be able to generate ad hoc reports at this time.
October 4, 2019, 8:45 EST


September 11, 2019 

DataMine Reporting – Slow

Alert–  Due to very high report volumes some users may be experiencing slowness in DataMine reporting.  We are taking steps to address the issue.  Some reports may time out and need to be re-run.
October 1, 2019, 12:30 EST


September 11, 2019 

DataMine Reporting – Scheduling

Alert–  This issue has been resolved.  Any affected user will need to logout of both DataMine and BackOffice and log back in, in order for the fixes to take affect.
September 11, 2019, 13:30 EST

Alert–  Users may still experience errors when scheduling DataMine reports.  We are continuing to investigate as an emergency.
September 11, 2019, 10:30 EST

Alert–  There is an issue with scheduling which requires a restart of the system.  Any users with reports running may have those reports error out, please re-run any reports.
September 11, 2019, 10:15 EST


September 3, 2019 

DataMine Reporting – Slow

Alert–  Due to very high report volumes some users may be experiencing slowness in DataMine reporting.  We are taking steps to address the issue.  Some reports may time out and need to be re-run.
September 3, 2019, 11:45 EST


July 16, 2019 

DataMine Reporting – Slow

Alert–  Some users may be experiencing slowness in DataMine reporting.  We are taking steps to address the issue.  Some reports may time out and need to be re-run.
July 16, 2019, 11:15 EST


July 12, 2019 

WealthServ Investments – No Network Response

Resolved–  This issue has been resolved for all trading and processing trades have been resubmitted.  Clients are advised to check their processing trades to confirm they have been received successfully.
July 12, 2019, 15:00 EST

Updated–  This issue has been resolved for affected trades in processing.  New trades are still affected and we are continue to work on addressing this as an emergency.  We are expecting this to be resolved shortly.
July 12, 2019, 14:30 EST

Update –  The root cause of this issue has been identified and is currently being remediated.  We are continuing to treat this issue as an emergency and will provide an update as soon as one is available.
July 12, 2019, 14:00 EST

Update –  The root cause of this issue has been identified and is currently being remediated.  We are continuing to treat this issue as an emergency and will provide an update as soon as one is available.
July 12, 2019, 13:30 EST

Alert –  Some WealthServ Investments Clients have advised receiving “No Network Response” when placing trades with FundServ.  We are reaching out to FundServ to identify the source of the issue as an emergency and will provide an update as soon as one is available.
July 12, 2019, 13:00 EST


July 10, 2019 

Bluesun Advisor Login

Resolved –  This issue has been resolved and Bluesun Advisor users should no longer be affected by this outage.
July 10, 2019, 19:25 EST

Alert –  Bluesun Advisor uses Stripe, a third party login service.  Currently this service is down worldwide and may impact Bluesun Advisor users ability to login to the system.  Users currently logged into the system will be unaffected.  More information will be provided as available.  Stripe status is available at https://status.stripe.com/
July 10, 2019, 19:00 EST


July 5, 2019 

WealthServ Document Uploading

Alert –  The document uploading issue has been resolved.  Please note during this issue some emails sent via WealthServ may not have been received into the system.  Clients are advised to resend any emails that may not appear in WealthServ.
July 5, 2019, 09:45 EST

Alert –  We are currently investigating an issue with document uploading in WealthServ Investments and Insurance.  Clients may have issues uploading documents.
July 5, 2019, 09:05 EST


July 2, 2019 

WealthServ DataMine Latency

Alert –  DataMine reporting services continue to be monitored.  No issues at this time.
July 2, 2019, 13:05 EST

Alert –  DataMine reporting services continue to be monitored.
July 2, 2019, 12:15 EST

Alert –  DataMine reporting services were restarted to address the latency issues.  Users running reports during the restart will likely receive an error message advising of report failure.  Please re-run any reports that were interrupted.
July 2, 2019, 11:45 EST

Alert –  We are currently investigating latency in DataMine reporting.
July 2, 2019, 11:00 EST


June 27, 2019 

WealthServ Investments FundServ Daily Files

Resolved –  All delayed FundServ files have been processed.
June 27, 2019, 11:30 EST

Alert –  Due to intermittent connectivity issues some Clients may receive their daily FundServ files later than usual today.  We are taking steps to resolve this and will manually run Market Value Services as necessary to ensure daily price files are up-to-date for any affected Client.
June 27, 2019, 8:30 EST


June 5-20, 2019 

Industrial Alliance (IA) eApp Documents

Resolved –  The Carrier has resolved this issue.  Bluesun will update existing documents received to ensure they are accessible.  Any application documents not received during this period from the Carrier due to this issue will need to be accessed from the Carrier.
June 20, 2019, 14:00 EST

Alert –  There is an issue with documents being received from IA eApp feeds which results in the documents not being able to be viewed.  This issue is with the Carrier and we have reached out to IA to resolve the issue.  At this time there is no ETA on a resolution.
June 5, 2019, 8:30 EST


June 3, 2019 

WealthServ DataMine Latency

Alert –  This issue was remediated.  Some users may have experienced report errors during the remediation process.  Please re-run any reports that may have failed.  We are continuing to monitor.
June 3, 2019, 14:30 EST

Alert –  We are currently investigating reported slowness in DataMine reporting.
June 3, 2019, 13:30 EST

WealthServ Investments Imports

Alert – All imports have processed at this time.
June 3, 2019, 14:30 EST

Alert – Please be advised we have received a very high volume of file imports this morning which our system is currently processing.  Clients may experience slower than normal processing times for imports.  We are actively monitoring import progress.
June 3, 2019, 11:30 EST


May 22, 2019 

WealthServ Error Sending Emails

Alert – Between 1:45 PM EST and 3:00 PM EST, some users may have experienced error messages sending emails from WealthServ Insurance.  This has been addressed and any queued emails are being processed.
May 22, 2019, 15:35 EST

 


May 8, 2019 

WealthServ Insurance Session Logout

Update – After extensive QA and UAT testing, hardware infrastructure changes were completed into production to address this issue.  We are monitoring and have requested affected Clients to confirm the issue is no longer occurring.
May 8, 2019, 8:35 EST

Update – Our IT and Dev Teams coordinated changes overnight with our Infrastructure provider to address this issue.  We are actively monitoring the situation.
Feb 22, 2019, 8:35 EST

Update
 – Our IT Team is continuing to actively work with our Infrastructure provider to resolve this issue.  At this time it is expected some Clients may continue to experience unexpected timeouts.
Feb 21, 2019, 13:30 EST

Update
 – We have not received any updates from Clients that this issue is still occurring. We are continuing to monitor the issue.
Feb 20, 2019, 12:15 EST

Update
 – Changes to address this issue have been released to production and Bluesun is continuing to monitor the issue.
Feb 20, 2019, 9:15 EST

Update
 – Our IT Team is actively working with our Infrastructure provider to implement proposed solutions to address this issue.
Feb 19, 2019, 12:15 EST

Update
 – Our IT and Dev Teams conducted detailed testing with our Infrastructure Provider today to validate the root cause of this issue and solutions are being evaluated to remediate the problem.  Updates will be provided as available.
Feb 08, 2019, 16:45 EST

Update – We are continuing to investigate this as a high priority and and our IT and Developer Teams are working with our infrastructure provider to determine the root cause.  An internal ticket INS-11954 has been opened as a master ticket for resolution of this issue.  Updates will be provided as available.
Feb 06, 2019, 17:00 EST

Alert – We have been notified of some clients session timeout forcing a logout shorter than the 30 minute limit after being in the application for longer than 30 minutes.  We have identified how this occurs and are actively working on determining the root cause to remediate the issue.  This is being investigated as a high priority.
Feb 04, 2019, 14:00 EST

 


May 3, 2019 

Bluesun Advisor Access, Document Access

Resolved–  Microsoft has confirmed this issue is resolved
May 3, 2019, 08:15 EST

Update
–  There is currently a world wide Microsoft Azure outage.  This outage will impact Bluesun Advisor access, and document access in WealthServ Investments and Insurance. This outage is currently world-wide and is outside of our control.  Current Microsoft Azure status can be found here.  Latest update is below:
May 2, 2019, 19:30 EST

InformationNetwork Connectivity – Mitigation Applied and Validating Final Recovery

Starting at 19:43 UTC on 02 May 2019, customers may experience intermittent connectivity issues with Azure and other Microsoft services (including M365, Dynamics, DevOps, etc).

Engineers have identified the underlying root cause as an incorrect name server delegation issue affecting DNS resolution, network connectivity, and downstream impact to Compute, Storage, App Service, AAD, and SQL Database resources. Mitigation has been applied, and the majority of Azure and other Microsoft services have recovered. We are in the process of final validation to ensure full recovery.

This message was last updated at 23:08 UTC on 02 May 2019


Alert
 –  There is currently a world wide Microsoft Azure outage.  This outage will impact Bluesun Advisor access, and document access in WealthServ Investments and Insurance. This outage is currently world-wide and is outside of our control.  Current Microsoft Azure status can be found here
May 2, 2019, 17:10 EST

 


April 30, 2019 

WealthServ DataMine Latency

Alert –  We are currently experiencing a high volume of usage.  Users may experience longer than normal delays in reporting due to the current volume.  We are continuing to monitor.
April 30, 2019, 12:45 EST

Alert –  We are currently investigating reported slowness in DataMine reporting.
April 30, 2019, 12:00 EST


April 16-18, 2019 

 Industrial Alliance (IA) eApp Feeds

Resolved – This issue has been resolved.
April 18, 2019, 8:15 EST

Alert
 – Some eApp feeds received from IA contain invalid date formatting preventing these apps from being loaded into WealthServ.  We have reached out to the Carrier to get this resolved as soon as possible.
April 12, 2019, 9:35 EST

WealthServ Insurance

Alert –  There was a brief issue with WealthServ Insurance between 12:50 and 12:55 PM EST.  During this time Clients may have had issues accessing WealthServ Insurance.  Our monitoring system alerted to the issue and it was resolved by our IT Team within minutes of the alert.
April 16, 2019, 13:00 EST


April 15, 2019 

Datamine Reporting

Resolved – The DataMine issue has been resolved.  This would have impacted any reports requested between 8:00 AM and 8:40 AM EST, including scheduled reports in progress.  Affected users are advised to resubmit any missed reports for processing.
April 15, 2019, 8:50 EST

Alert – We are investigating an issue with DataMine reporting. Users may have issues printing reports starting at 8 AM EST.
April 15, 2019, 08:30 EST


April 8-9, 2019 

WealthServ Insurance Intermittent Latency

Alert –  We are continuing to monitor performance on policy requirements.  This feature is currently not available on the Bluesun Advisor dashboard.
April 9, 2019, 8:15 EST

Alert –  Our performance monitoring is showing the latency issue has been resolved.  We are continuing to monitor performance.  Please be aware the latency issue may impact feeds processing and commission accruals for some clients.  The system is currently processing through a backlog of these items.
April 8, 2019, 11:45 EST

Alert –  Our Development Team is currently deploying a fix to address this issue and the expectation is performance will begin to improve for all affected Clients shortly.
April 8, 2019, 10:45 EST

Alert –  This issue has been identified and our IT Team and Development Team are actively working on a resolution as an emergency.  Users may experience intermittent latency as this issue continues to be addressed.
April 8, 2019, 9:45 EST

Alert –  Please be advised our IT Team is continuing to investigate this issue as a high priority.
April 8, 2019, 9:35 EST


April 5, 2019 

System Latency

Alert – This issue has been resolved.  Our IT Team is continuing to monitor.
April 5, 2019, 15:00 EST

Alert – Please be advised our IT Team is continuing to investigate this issue as a high priority.  Our monitoring system has alerted us to brief interruptions after 2:00 PM EST.
April 5, 2019, 14:40 EST

Alert – This issue should be mitigated.  Our IT Team is awaiting a root cause from our infrastructure provider.  Further updates will be provided as available.
April 5, 2019, 13:15 EST

Alert – Our IT Team has escalated this as a Sev 1 emergency with our infrastructure provider.  The latency is not isolated to WealthServ and clients may experience issues with Bluesun Advisor and Bluesun Support (JIRA).
April 5, 2019, 13:00 EST

Alert
 – Please be advised there may are experiencing latency in our infrastructure, our IT Team is investigating as an emergency.
April 5, 2019, 12:45 EST

WealthServ Email Archiving

Resolved – This issue has been resolved.
April 5, 2019, 13:00 EST

Alert – Please be advised there may be delays archiving emails sent to WealthServ this morning between 12:00 AM and 9:15 AM EST.  We are actively working on addressing this.
April 5, 2019, 9:20 EST

WealthServ Insurance Feeds Delays

Alert – Please be advised we have received a very high volume of file imports this morning which our system is currently processing.  Clients may experience slower than normal processing times for imports.  We are actively monitoring import progress.
April 3, 2019, 11:35 EST

 


April 1, 2019 

WealthServ Insurance Feed Processing Delays

Alert– Please be advised due to high feed volumes, Clients may experience longer than normal processing time for feeds.
Apr 1, 2019, 13:30 EST

WealthServ Investments Document Upload

Resolved – This issue has been resolved.
Apr 1, 2019, 10:55 EST

Alert
 – We have reports some Clients may have issues uploading documents.  We are investigating as a high priority.
Apr 1, 2019, 9:45 EST


Mar 21, 2019 

UAT Environment Unavailable March 21-24, 2019 – Postponed

Alert – Please be advised the WealthServ UAT environment Infrastructure upgrades and maintenance have been postponed.  All environments will be available as per usual March 21-24.
Mar 21, 2019, 8:45 EST


Mar 13, 2019 

UAT Environment Unavailable March 21-24, 2019

Alert – Please be advised the WealthServ UAT environment will be unavailable March 21-24 due to Infrastructure upgrades and maintenance.
Mar 13, 2019, 8:45 EST


Mar 4, 2019 

WealthServ Insurance Imports

Alert – All file imports have been processed.
March 4, 2019, 12:30 EST

Alert – Please be advised we have received a very high volume of file imports this morning which our system is currently processing.  Clients may experience slower than normal processing times for imports.  We are actively monitoring import progress.
March 4, 2019, 9:30 EST


Mar 1, 2019 

WealthServ Investments Imports

Resolved – All file imports have completed processing.
March 1, 2019, 13:35 EST

Update – Please be advised we have received a very high volume of file imports which our system is currently processing.  Clients may experience slower than normal processing times for imports.  We are actively monitoring import progress.
March 1, 2019, 10:55 EST

Resolved – All file imports have completed processing.
March 1, 2019, 9:05 EST

Alert – Please be advised we have received a very high volume of file imports this morning which our system is currently processing.  Clients may experience slower than normal processing times for imports.  We are actively monitoring import progress.
March 1, 2019, 8:45 EST


Feb 27, 2019

WealthServ Insurance Latency + Requirements

Alert – The latency issue identified at 11:04 AM EST may have resulted in some users having issues adding requirements.  We have been able to confirm requirements can be added and are suggesting any affected Clients logout/login to the system.
Feb 27, 2019, 12:00 EST

Update – Our systems alerted to excessive system usage at approximately 11:04 AM EST.  Our IT Team addressed the issue and usage is currently at normal levels.  Users may have experienced latency until approximately 11:24 AM EST.  We are continuing to actively monitoring the situation.
Feb 27, 2019, 11:40 EST


Feb 25, 2019 

DataMine Report Timeouts

Alert – There was an exceptionally high resource usage of DataMine between 11:47 AM and 12:46 PM EST this afternoon during which time reports for some users may have timed out.  This has been remediated.
Feb 25, 2019, 13:30 EST


Feb 19-24, 2019

Broker Management Shared Navigation Error

Resolved– There have been no further reports of this issue since the remediation was put in place.
Feb 24, 2019, 13:30 EST

Update
 – Our IT and Dev Teams coordinated changes overnight with our Infrastructure provider to further address this issue.  We are actively monitoring the situation today.
Feb 22, 2019, 8:35 EST

Update
 – We have received reports this issue is still continuing.  We are continuing to investigate as a high priority.
Feb 20, 2019, 12:15 EST

Update
 – Changes to address this issue have been released to production and Bluesun is continuing to monitor the issue.
Feb 20, 2019, 9:15 EST

Alert
 – Changes to address this issue are being tested in UAT.  While these changes are being tested, there may be interruptions in access to UAT.  We apologize for any inconvenience this may cause.
Feb 19, 2019, 16:15 EST

Alert
 – We have received reports of “Shared Navigation Error” for some Broker Management users this morning.  We believe this may have been caused by routine infrastructure maintenance completed last weekend.  Our IT Team is actively working with our Infrastructure provider to identify and resolve the issue.
Feb 19, 2019, 12:15 EST


Feb 8, 2019 

WealthServ Insurance Update Requirements
Resolved – This issue has been resolved in production.
Feb 08, 2019, 9:45 EST

Update– The fix is currently being tested.  A further update will be provided shortly.
Feb 08, 2019, 9:30 EST

Update – We have identified the issue and are working on a resolution as an emergency fix.  A further update will be provided shortly.
Feb 08, 2019, 9:05 EST

Alert – We have received reports of WealthServ Insurance Clients not being able to update requirements.  We are currently investigating as a high priority.
Feb 08, 2019, 8:45 EST

 


Feb 4-6, 2019 

Broker Portal Intermittent Server Error

Alert – This issue has been addressed and we have received confirmation from affected users that it has been resolved.
Feb 06, 2019, 17:00 EST

Alert – We have been notified that some clients continue to experience intermittent server error messages when using Broker Portal.  This is being investigated as a high priority.
Feb 04, 2019, 14:00 EST

IA Feeds Advisory

Resolved – The IA feeds issue has been resolved. All feeds between January 28 and February 5, 2019 have been processed.
Feb 06, 2019, 16:00 EST

Alert – The IA feeds issue has been resolved, Bluesun is working with IA to reprocess any feeds that may have not been received between January 28 and February 5, 2019.
Feb 06, 2019, 11:30 EST

Alert – Due to an issue with IA feeds there may be delays in IA feeds processing in WealthServ.  Bluesun is working with IA to resolve the issue.
Feb 04, 2019, 14:00 EST


Jan 18, 2019 

WealthServ Insurance Latency

Resolved – This issue was identified and remediated.  Only Broker Management users were affected.
January 18, 2019, 11:30 EST

Alert – We have received some reports of Insurance clients experiencing latency in searching.  We are investigating this as an emergency.
January 18, 2019, 11:20 EST

WealthServ Insurance Feeds

Alert – All feeds have been processed.
January 18, 2019, 11:10 EST

Alert – We currently are experiencing a high volume of feeds which may result in longer than normal processing times for feeds.
January 18, 2019, 08:05 EST


Jan 17, 2019 

WealthServ Insurance Login

Resolved – Affected clients are now able to login to WealthServ Insurance.
January 17, 2019, 08:30 EST
Alert
 – We have received reports of Insurance clients not being able to login this morning.  We have identified the issue and are working on resolving this as an emergency.
January 17, 2019, 08:20 EST

 


Jan 4-9, 2019 

Legacy (Crystal) Reports

Alert – The legacy reporting system was unavailable for approximately 10 minutes between 10:45 AM and 10:55 AM EST.  DataMine reporting was unaffected.
January 9, 2019, 11:25 EST
Alert
 – The legacy reporting system was unavailable for approximately 30 minutes between 2:00 PM and 2:30 PM EST.  DataMine reporting was unaffected.
January 7, 2019, 14:55 EST

Legacy (Crystal) Reports

Resolved – The legacy reporting system is currently working as expected.  We are continuing to monitor at this time to ensure the issue is confirmed resolved.  DataMine reporting is unaffected.
January 4, 2019, 12:55 EST

Alert – We are experiencing intermittent issues with our legacy reporting system and are continuing to investigate as an Emergency.  Clients accessing legacy reporting may encounter intermittent errors.  DataMine reporting is unaffected.
January 4, 2019, 12:30 EST

Alert – We are experiencing intermittent issues with our legacy reporting system and are investigating.  Clients accessing legacy reporting may encounter intermittent errors.  DataMine reporting is unaffected.
January 4, 2019, 11:00 EST

2018

Dec 19-20, 2018 

IA Insurance Feeds

Alert – IA is still working on addressing this issue.  We have been able to retrieve some IA files and these will be uploaded as retrieved, however, we are still unable to retrieve all files at this time.
December 20, 2018, 10:45 EST

Alert – We are still unable to download IA Insurance feeds.  IA has advised they have escalated this issue.
December 19, 2018, 15:30 EST

Alert – We are unable to download IA Insurance feeds.  We have escalated to IA for a resolution but do not have an update.  At this time we are not able to process any IA feeds as we cannot download them.
December 19, 2018, 12:30 EST


Dec 13, 2018 

WealthServ Document Access

Alert – At approximately 17:15 EST an unexpected infrastructure issue was encountered, which resulted in our high availability storage cluster automatically re-routing to other servers to maintain service.  Users would have experienced delays in document storage and retrieval during that process.  This was resolved at approximately 18:00 EST.
December 13, 2018, 18:30 EST


Alert
 – At approximately 17:15 EST an unexpected infrastructure issue was encountered, which resulted in our high availability storage cluster automatically re-routing to other servers to maintain service.  Users would have experienced delays in document storage and retrieval during that process.  This was resolved at approximately 18:00 EST.
December 13, 2018, 18:30 EST


Dec 11, 2018 

WealthServ Insurance Document Access

Alert – An issue has been reported downloading some historical documents.  This has been identified to affect only documents that have a specific naming convention.  We are working on a fix to address as an emergency and expect a resolution today.
December 11, 2018, 15:30 EST

WealthServ Insurance Latency

Resolved – We received reports of latency in WealthServ Insurance between approx 2:30 PM and 3:00 PM EST.  This was remediated.
December 11, 2018, 15:30 EST

 


Dec 10, 2018 

DataMine Reporting

Alert – We are still experiencing a very high volume of report requests.  Users may experience longer than normal times when generating reports until the backlog is processed.  This may also affect some DataMine subscriptions.
December 10, 2018, 14:00 EST

Alert – We are currently experiencing a very high volume of report requests.  Users may experience longer than normal times when generating reports until the backlog is processed
December 10, 2018, 09:00 EST


Dec 6, 2018 

WealthServ Insurance Email/Document Access

Resolved – We have addressed the issue and have received confirmation from affected Clients it has been resolved.
December 6, 2018, 09:40 EST

Alert – We have been advised some Clients may be receiving an error message ‘Failed to get Redirect url’ when accessing some documents/emails.  We are investigating this as an emergency.
December 6, 2018, 09:15 EST


Dec 5, 2018 

WealthServ Investments Commission Processing

Resolved – Commissions are processing normally.
December 5, 2018, 16:00 EST

Alert – Due to very high commission volumes we are experiencing longer than normal times processing commissions.  We are actively monitoring to ensure commissions continue to process.
December 5, 2018, 15:00 EST


Dec 4, 2018 

WealthServ Insurance Latency

Alert – We have received reports of slowness in WealthServ Insurance and are investigating.
December 4, 2018, 16:00 EST


Dec 1 – 3, 2018 

Empire Life eApp Feeds

Alert– Carrier has advised they have resolved the issue.  Files are being processed.
December 3, 2018, 11:55 EST

Alert– Bluesun has not received any Empire Life eApp feeds since 8PM EST Thursday November 30.  We have reached out to the Carrier for an update.
December 3, 2018, 11:45 EST

BMO Insurance Feeds

Resolved– The Carrier has advised their production issue has been resolved and Bluesun has confirmed receipt of BMO feeds this morning.
December 3, 2018, 09:00 EST

Update– Bluesun has been advised of a production issue with BMO feeds.  The Carrier has advised this issue will likely not be resolved today.
November 30, 2018, 15:15 EST

Alert – Bluesun has been advised of a production issue with BMO feeds.  This issue has been confirmed to be with the Carrier and they are working on a resolution.
November 30, 2018, 11:15 EST

WealthServ Investments Release Completed!

Alert – WealthServ Investments 7.1.0 release was successfully completed.  Please note RepVision users are advised to clear their browser cache before using RepVision for the first time after the release.
December 1, 2018, 18:00 EST


Nov 30, 2018 

WealthServ Investments Release Tonight!

Alert – WealthServ Investments 7.1.0 release is happening this weekend.  The system will be unavailable from 9 PM EST on Friday November 30, 2018 to 6 PM EST Saturday December 1, 2018.
November 30, 2018, 08:00 EST


Nov 24, 2018

WealthServ Insurance Release Complete

Alert – The WealthServ Insurance 8.0.0 release is complete.  We reccommend that all users clear their browser cache before using the system for the first time after the release.
November 24, 2018, 15:30 EST


Nov 23, 2018

WealthServ Insurance Release Tonight!

Alert – WealthServ Insurance 8.0.0 release is happening this weekend.  The system will be unavailable from 9 PM EST on Friday November 23, 2018 to 6 PM EST Saturday November 24, 2018.
November 23, 2018, 08:00 EST


Nov 21, 2018

WealthServ Insurance – Latency

Resolved – This was identified as an infrastructure issue and has been remediated.  The extent of the latency would have lasted between 10:01 AM and 10:17 AM EST.
November 21, 2018, 10:45 EST

Alert – We received an alert of high database activity which may result in latency for some users.  Our IT Team has identified the issue and has initiated steps to resolve.  This would have started just after 10AM and should be completely resolved in the next few minutes.
November 21, 2018, 10:15 EST


Nov 14, 2018

WealthServ Investments – No Network Response

Alert – This issue has been resolved by FundServ.
November 14, 2018, 11:05 EST

Alert – This issue has been identified as being with FundServ.  It has been escalated to FundServ second level support and we are awaiting an update on a resolution from FundServ.  We are continuing to treat this as an emergency and are followin up with FundServ.
November 14, 2018, 10:35 EST

Alert – We are investigating an issue with No Network Response received from trades placed through FundServ.  Trades submitted are being placed, however, no network response confirming the trade is being received back from FundServ.  We have reached out to FundServ and are investigating as an emergency.
November 14, 2018, 9:35 EST


Nov 9, 2018

Infrastructure Maintenance This Weekend

Alert – There will be a maintenance outage for all Insurance and Investment systems from 9 PM EST Friday November 9 to 6 PM EST Saturday November 10.  During this outage all Insurance and Investment applications will be unavailable.
November 9, 2018, 8:00 EST


Nov 7, 2018

Bluesun Infrastructure Issue

Alert – Please be advised access to WealthServ Insurance was interrupted for approximately 4 minutes at 4:18 PM EST.  Our IT Department is continuing to investigate with our infrastructure provider.
Nov 7, 2018, 16:25 PM EST

Alert – Please be advised access to Bluesun’s infrastructure was interrupted for approximately 3 minutes at 2:48 PM EST.  Our IT Team has escalated this issue to our Infrastructure provider for emergency investigation.
Nov 7, 2018, 14:55 PM EST


Nov 6, 2018

Bluesun Support Portal (JIRA) Issue

Alert – This issue has been resolved, all users are able to create tickets again as per usual.
Nov 6, 2018, 13:00 PM EST

Alert – Please be advised Bluesun Support Portal (JIRA) is currently experiencing an issue creating new tickets.  We are currently working on addressing this issue.  In the meantime to report emergency issues only please contact the emergency support line (905) 333-3337.  A further update will be provided shortly.
Nov 6, 2018, 12:00 PM EST


Nov 2, 2018

WealthServ System Latency

Alert– Users may have experienced system latency between approximately 2:30 and 3:00 PM EST.  This was identified as a sudden increase in transactional traffic directed through our network firewall.  Our IT Team engaged our Network Team immediately and the issue has been mitigated.  Our IT Team is monitoring to ensure the issue has resolved.
Nov 2, 2018, 15:15 EST


Oct 31, 2018

RepVision Mutual Fund Buy Advisory

Resolved– A hot fix for this issue has been released to production and passed post production validation.
Oct 31, 2018, 17:20 EST

Alert – Please be advised an issue has been identified with an incorrect settlement source being recorded for mutual fund buys in RepVision.  We are working an resolving the issue and will be contacting any affected clients.  BackOffice is unaffected.
Oct 31, 2018, 14:20 EST


Oct 27, 2018

WealthServ Investments Release Complete!

Alert – Please be advised the WealthServ Investments release is complete and the system is available for use.  Note: RepVision users are strongly encouraged to clear their browser cache before using the system for the first time after the release.
Oct 27, 2018, 23:30 EST

WealthServ Investments Release In Progress

Alert – Please be advised the WealthServ Investments release outage has been extended in order to complete additional release testing.  At this time we anticipate the outage will continue until 11:30 PM EST on Saturday October 27, 2018.
Oct 27, 2018, 21:00 EST

Alert – Please be advised the WealthServ Investments release outage has been extended in order to complete additional release testing.  At this time we anticipate the outage will continue until 9 PM EST on Saturday October 27, 2018.
Oct 27, 2018, 17:45 EST

Alert – WealthServ Investments 7.0.0 release is happening this weekend.  The system will be unavailable from 9 PM EST on Friday October 26, 2018 to 6 PM EST Saturday October 27, 2018.
Oct 26, 2018, 8:45 EST


Oct 24, 2018

WealthServ Latency – Document Upload/Download

Alert – The latency has been identified as due to an unusually large volume of document uploads/downloads in progress.  We are taking steps to try and mitigate the impact.  Clients may experience delays uploading/downloading documents from the system
Oct 24, 2018, 13:45 EST

Alert – We have received reports of general latency uploading/downloading documents in WealthServ.  We are investigating and will provide an update as soon as one is available.
Oct 24, 2018, 13:20 EST


Oct 22, 2018

Alert – The WealthServ Insurance 7.1.0 maintenance release was successfully completed this weekend.  WealthServ Insurance users are encouraged to clear their browser cache before using the system the first time after the release.
Oct 22, 2018, 10:45 EST


Oct 20, 2018

WealthServ Insurance Release Tonight!

Alert – WealthServ Insurance 7.1.0 maintenance release is happening this weekend.  The system will be unavailable from 9 PM EST on Friday October 19, 2018 to 6 PM EST Saturday October 20, 2018.
Oct 19, 2018, 8:45 EST


Oct 18-19, 2018

Outbound Support Desk (JIRA) Email Notifications

Resolved – Our outbound Support Helpdesk email address is using noreply@bluesun.ca again and outbound emails are working as per usual.
Oct 19, 2018, 9:00 EST

Update – Please be advised we have temporarily changed our outbound Support Helpdesk email address.  Instead of emails being received from noreply@bluesun.ca, they will be coming from notifications@bluesun.ca for the next 24 hours.  For current ticket updates please review individual tickets.  Inbound Support Helpdesk emails remain unaffected.
Oct 18, 2018, 16:45 EST

Alert – Please be advised there is an issue with outbound emails from our Support Helpdesk.  This may result in delays in receiving email responses from our Helpdesk system.  For current updates please review individual tickets.  Inbound Support Helpdesk emails are unaffected.
Oct 18, 2018, 15:45 EST


Oct 9, 2018

Scheduled DataMine Reports – October 7/8

Resolved – All affected reports have been re-run.
Oct 9, 2018, 13:30 EST

Alert – Some users may find DataMine reports scheduled to run between October 7 and 8 may not have successfully completed.  We are working on re-running these scheduled reports today.
Oct 9, 2018, 08:45 EST


Oct 3, 2018

WealthServ Investments Import Processing

Resolved – All import files have been processed.
Oct 3, 2018, 12:00 EST

Alert – Imports processing issues have been resolved.  There may be delays experienced in processing files due to a backlog of files to process.
Oct 3, 2018, 10:00 EST

Alert – We are investigating issues reported with processing Investment Imports.
Oct 3, 2018, 9:45 EST

Alert – We are investigating issues reported with processing Investment Imports.
Oct 3, 2018, 8:45 EST


Oct 1, 2018

WealthServ Investments Import Processing

Resolved – All file imports have processed.
Oct 1, 2018, 12:30 EST

Alert – We are currently experiencing higher than normal file volumes and some users may experience longer than usual processing times for file imports.  We are actively monitoring the import process.
Oct 1, 2018, 11:00 EST


Sep 29, 2018

Insurance Release Complete!

Alert – The 7.0.0 Insurance release has been completed.  Please note it is recommended that users clear their browser cache the first time accessing WealthServ Insurance after the release. 
September 29, 17:15 EST


Sep 28, 2018

WealthServ Insurance Slow for Some Users

Resolved- We believe the issue has been resolved and have received confirmation from reporters of the issue that they are no longer experiencing the issue.  We are continuing to monitor.
September 28, 11:30 EST

Alert – We are receiving reports some users are still affected and have an Team engaged in identifying the cause and resolving as an emergency.
September 28, 11:00 EST

Alert – The source of the issue has been identified and our IT Team has mitigated the issue.  Only some users would have been affected and they should no longer be affected.
September 28, 10:45 EST

Alert – Some users have reported issues accessing WealthServ Insurance, an investigation is in progress.
September 28, 10:00 EST

Insurance Release Tonight!

Alert – Please be aware that the Insurance system will be unavailable from 9:00 pm EST on Friday, September 28th to 6:00 pm EST on Saturday, September 29th
September 28, 08:30 EST


Sep 7, 2018

WealthServ Investments Imports

Resolved – File imports are importing as normal, there is a file backlog that is processing, Clients may experience longer than normal delays in processing files until the backlog is processed.
Sep 7, 2018, 8:45 AM EST

Alert – We are currently investigating an issue with file Imports.   At this time imports are processing, however, they are processing slower than usual.  An update will be provided as soon as one is available.
Sep 7, 2018, 8:30 AM EST


Aug 31, 2018

WealthServ Insurance Document Uploads

Resolved – The issue has been resolved.
Aug 31, 2018, 5:15 PM EST

Alert – There has been a report of not being able to upload documents > 1MB.  We are currently investigating.
Aug 31, 2018, 4:30 PM EST


Aug 29, 2018

WealthServ sFTP

Alert – There have been reports of sFTP connectivity issues overnight.  Our IT Team has restarted the service and confirmed sFTP connectivity.  The connectivity issues will have resulted in delays in receiving and processing file imports for both WealthServ Insurance and WealthServ Investments.  Imports will be processed as they are received.
Aug 29, 2018, 9:00 AM EST


Aug 27, 2018

Bluesun Support Portal (JIRA) Issue

Resolved – Bluesun Support Portal (JIRA) is working as usual.
Aug 27, 2018, 3:15 PM EST

Alert – Bluesun Support Portal (JIRA) is currently experiencing an issue displaying new tickets and sending email notifications on updates to tickets.  We are currently working on addressing this issue.  Clients are still able to create new JIRA tickets but will not be able to view them until we resolve this issue.
Aug 27, 2018, 1:15 PM EST


Aug 10, 2018

Bluesun Support Portal (JIRA) and Self-Help Portal Maintenance

Alert – Bluesun Support Portal (JIRA) and Self-Help Portal maintenance will be performed Sunday, August 12, 2018, from 6:00 PM to 8:00 PM EST. During that time these portals will be unavailable. For support issues during the outage, please use one of the Contact buttons at the bottom of the page.
Aug 10, 2018, 2:00 PM EST


Aug 7, 2018

Scheduled System Maintenance

Alert: Regularly scheduled Windows patching will be applied to WealthServ production systems Tuesday, August 7, 2018 between 9:00 PM and 12:00 AM EST. During this period there may be intermittent periods during which the WealthServ Production environment will be unavailable.
August 7, 2018, 08:45 EST


Aug 1, 2018

WealthServ Investments Outage Tonight!

Alert – WealthServ Investments BackOffice and Services will be unavailable tonight from 9:00 PM to approximately 10:00 PM EST to accommodate a hot fix release that addresses month end commission processing performance issues.  RepVision, DataMine, and ClientVision will be unaffected by the outage.
Aug 1, 2018, 11:45 EST

WealthServ Investments Import Processing

Update – We are continuing to monitor file imports and are experiencing higher than normal file volumes.  Some users may experience longer than usual processing times for file imports.
Aug 1, 2018, 12:00 EST

Alert – Due to high file import volumes users may experience longer than usual processing times for file imports this morning.
Aug 1, 2018, 8:45 EST


July 26, 2018

Unscheduled System Maintenance

Alert – There will be an unscheduled maintenance outage for WealthServ between 9 and 10 PM EST Thursday July 26.  During this outage all WealthServ applications will be unavailable.
July 26, 2018, 12:30 EST


July 24, 2018

DataMine

Alert – Between 1:50 PM and 2:00 PM EST some users may have experienced issues running DataMine reports.  The issue has resolved.  Users logged into DataMine during that time are advised to log out of DataMine and log back in before continuing to use DataMine.
July 24, 14:10 EST


July 21, 2018

Insurance Release Complete!

Alert – The 6.1.0 Insurance release has been completed.  Please note it is recommended that users clear their browser cache the first time accessing WealthServ Insurance after the release. 
July 21, 14:45 EST


July 20, 2018

Insurance Release Tonight!

Alert – Please be aware that the Insurance system will be unavailable from 9:00 pm EST on Friday, July 20th to 6:00 pm EST on Saturday, July 21st
July 20, 09:00 EST


July 16, 2018

WealthServ Document Uploading/Downloading

Resolved – Document uploading/downloading issue in WealthServ was identified and resolved.
July 16, 08:45 EST

Alert – We are investigating reports of being unable to upload/download documents in WealthServ.
July 16, 08:30 EST


July 14, 2018

RepVision Users

Alert – Please note following the Investments release on July 14, RepVision users are advised to clear their browser cache before using RepVision for the first time after the release.
July 14, 18:00 EST


July 13, 2018

Investments Release Tonight!

Alert – Please be aware that the Investments system will be unavailable from 9:00 pm EST on Friday, July 13th to 6:00 pm EST on Saturday, July 14th
July 13, 09:00 EST


July 10, 2018

DataMine Latency

Update: Remediation steps have addressed the DataMine latency issue.  We are continuing to actively monitor DataMine performance.
July 10, 2018, 13:00 EST

Update: We have taken steps to address the latency being experienced with DataMine and the latency has been significantly reduced.  We are continuing to actively monitor and  remediate the issue.
July 10, 2018, 12:00 EST

Update: We are currently experiencing latency in DataMine.  We are actively investigating as an emergency to identify and resolve the issue.
July 10, 2018, 11:15 EST

Alert: There have been intermittent reports of DataMine latency.  We are investigating.
July 10, 2018, 10:45 EST


July 3, 2018

Scheduled System Maintenance

Alert: Regularly scheduled Windows patching will be applied to WealthServ production systems Tuesday, July 3, 2018 between 9:00 PM and 12:00 AM EST. During this period there may be intermittent periods during which the WealthServ Production environment will be unavailable.
July 3, 2018, 11:30 EST


June 28, 2018

Unscheduled System Maintenance

Alert – There will be an unscheduled maintenance outage for WealthServ Insurance between 9 PM EST Thursday June 28 and 1 AM EST Friday June 29.  During this outage all WealthServ Insurance applications will be unavailable.  Insurance Imports and Services will be unaffected.
June 28, 2018, 17:00 EST


June 19-22, 2018

WealthServ Insurance, Investments, DataMine Latency

Update – Live system monitoring is showing system performance normal.  We are continuing to actively monitor performance.
June 22, 2018, 9:00 EST

Update – Live system monitoring is showing system performance normal.  We are continuing to actively monitor performance in coordination with our Vendors.
June 21, 2018, 9:00 EST

Update – Live system monitoring is showing a 75-80% performance improvement over June 19 performance metrics.  We are continuing to actively monitor performance in coordination with our Vendors.
June 20, 2018, 12:30 EST

Update – Live system monitoring is showing a 65-75% performance improvement over June 19 performance metrics.  We are continuing to actively monitor performance in coordination with our Vendors.
June 20, 2018, 10:10 EST

Update – Bluesun’s IT Team worked throughout the night with our Vendors to remediate and resolve the identified infrastructure issues.  Early performance indicators are showing positive performance improvements from the changes made overnight.  We are continuing to actively monitor performance in coordination with our Vendors.
June 20, 2018, 8:10 EST

Update – Bluesun’s IT Team remains actively engaged with our Vendors who have identified an infrastructure issue.  We are continuing to work uninterrupted with our Vendors until the issue has been remediated or resolved.
June 19, 2018, 22:00 EST

Update – Bluesun’s IT Team remains actively engaged with our Vendors who have identified an infrastructure issue.  We are continuing to work uninterrupted with our Vendors until the issue has been remediated or resolved.
June 19, 2018, 17:15 EST

Update – Bluesun’s IT Team is actively engaged with our hardware Vendors Tier 3 Engineers.  Vendor continuing to identify steps for remediation. Chart below shows live impact of the issue.  Blue line represents 95% of all requests, yellow line 99% of all requests completed in seconds over last 7 days.
June 19, 2018, 13:50 EST

Update – Bluesun’s IT Team is actively engaged with Vendors Tier 3 Engineers.  Vendor has identified an issue is and working on identifying steps for remediation.
June 19, 2018, 12:05 EST

Update – Sev 1 emergency issue with vendor has identified a higher than normal average latency at a storage level.  Bluesun’s IT Team is actively engaged with Vendors Tier 3 Engineers to identify the root cause and resolve.
June 19, 2018, 10:15 EST

Update – We have received some reports today of slowness affecting Investment Imports and DataMine Reporting.  This is being investigated as a Sev 1 issue by a our IT, Development, and Support Teams and a Sev 1 emergency issue has been opened with our Vendor.  We can confirm imports are processing and at this time believe the Reporting delays are intermittent.
June 19, 2018, 09:50 EST


June 18, 2018

WealthServ Insurance, Investments, DataMine Latency

Update – This continues to be investigated as a high priority, no further update at this time.
June 18, 2018, 18:10 EST

Update – There have been client reports of intermittent latency in DataMine Reporting and also in navigation between pages in WeatlhServ Insurance and Investments.  This continues to be investigated as a high priority and has also been escalated to our network provider for investigation.
June 18, 2018, 16:50 EST

Update – There have been client reports of intermittent latency in DataMine Reporting and also in navigation between pages in WeatlhServ Insurance and Investments.  This continues to be investigated as a high priority.
June 18, 2018, 15:30 EST

sFTP Issues

Resolved – Due to an unexpected sFTP outage on June 15/16 during planned production maintenance, there may have been delays in receiving/sending files via FTP which may have affected Carrier Feeds and Data Extracts.  This continues to be investigated and Bluesun will reach out as necessary to resolve any missing feeds/files.
June 18, 8:50 EST


June 16, 2018

sFTP Issues

Resolved – sFTP availability to send and receive files was unavailable between Friday June 15 at 11:30 PM EST to Saturday June 16 at 7:30 PM EST.  This may have resulted in delay or non-delivery/receipt and processing of files sent/received via FTP in WealthServ Investments and Insurance.
June 18, 8:50 EST


June 11, 2018

DataMine Latency

Resolved – Issue has been addressed.  Performance monitoring showing reporting within normal levels
June 11, 16:50 EST

Update – Additional remediation steps are currently being implemented and performance impact is being actively monitored.  This continues to be treated as an emergency.
June 11, 14:50 EST

Update – Performance monitoring is showing higher than normal latency in DataMine, this continues to be actively investigated as an emergency.
June 11, 12:50 EST

Update – Steps have been taken to mitigate the DataMine latency issues and performance is being actively monitored.
June 11, 11:54 EST

Identified – DataMine Latency identified.  Emergency investigation in progress.
June 11, 2018, 11:25 EST


May 30, 2018

Insurance Latency

Resolved – Changes have been made to reduce the impact of the Insurance latency.  Live performance monitoring is showing users should be experiencing near normal performance in Insurance applications.  The Team is still actively monitoring performance and investigating additional enhancements for the issue.
May 30, 14:43 EST

Update – Insurance Latency still being experienced intermittently.  Team has identified root cause and is working on a resolution.  The issue is isolated to tasks.  At this time the impact may be reduced by limiting usage of tasks as best as possible.
May 30, 12:43 EST

Update – Insurance Latency still being experienced intermittently.  Team still investigating as an emergency issue to determine root cause.  Issue has been isolated to Database.
May 30, 11:43 EST

Update – Insurance Latency still being experienced intermittently.  Team still investigating as an emergency issue.
May 30, 10:43 EST

Identified – Insurance Latency identified.  Emergency investigation in progress.
May 30, 09:43 EST

Investments Services, DataMine Subscriptions, RepVision Batch Reporting

Resolved – Investments services issue resolved.  Batch Reporting issue resolved.  DataMine subscription issue resolved.  Any missed DataMine subscriptions have been re-queued and will be processed throughout the day.
May 30, 10:45 EST

Update – Investments Services issue.  DataMine batch reporting resolved.  Services issue resolved.  Imports may take longer than usual due to the number of backlogged files to be processed
May 30, 8:48 EST

Identified – Investments Services issue.  Emergency investigation in progress.  This is currently affecting all Investment Services, DataMine scheduled reporting, and Batch Reporting.
May 30, 6:08 EST

 


May 9, 2018

Investments Latency

Resolved – Investments performance operating within normal levels
May 9, 16:45 EST

Update – Root cause identified – Performance has improved, but is still below normal levels as there is a backlog of requests to service.  Currently working on mitigating the impact of the backlog to improve performance to normal levels
May 9, 16:09 EST

Identified – Investments and DataMine responding very slowly.  Emergency investigation in progress.
May 9, 15:40 EST