Status Updates

We are currently experiencing intermittent degraded performance across Payroll impacting all areas of the platform and regions.

Our engineers are actively investigating.

Thank you for your patience

‍

13th November 5:30PM AEST

‍

Payroll performance has been restored.

‍

We apologise for any inconvenience caused and will provide more information here following our incident review.

‍

14th November 7:10AM AEST

‍

Our engineers report a recurrence of this DB issue this morning and mitigation efforts are currently underway.

‍

This page will be updated when performance is restored and left open whilst we isolate root cause.

‍

Thank you for your patience

‍

14th November 7:55AM AEST

‍

Our engineers have restored performance levels.

‍

This status will remain open and updated whilst we continue to identify root cause of our DB performance issues.

‍

Thank you.

‍

14th November 9:00AM AEST

‍

Please note that this issue continues to return intermittently.

‍

Our engineers are continuing investigations into root cause and are mitigating where possible.

‍

Thank you for your continued patience.

‍

14th November 10:00AM AEST

‍

We are still experiencing intermittent but significant periods of degraded performance on the Payroll platform.

‍

Our engineers are currently working to isolate root cause.

‍

‍

14th November 11:20AM AEST

‍

Our engineers are still actively investigating the root cause of the continued excessive DB load causing platform outage.

‍

We apologise for the ongoing inconvenience and will continue to provide regular updates.

‍

14th November 2:20PM AEST

‍

Our engineers continue their investigations and are urgently working to resolve this.

‍

Further updates will be provided as a priority.

‍

14th November 3:10PM AEST

‍

Payroll platform performance is improving. Customers can use the platform but may experience errors and timeouts whilst doing so.

‍

The root cause remains under urgent investigation. We will continue to provide updates.

‍

14th November 4:35PM AEST

‍

Service to our payroll platform has now been restored. We sincerely apologise for the inconvenience caused.

‍

We will continue to monitor the platform closely. If you are experiencing any issues, please contact support.

08:00
‍
We are investigating an issue preventing users from logging in to Payroll. We are working to get service resumed as soon as possible.


08:25

Issue has been resolved.

12:23

We are aware that this issue has resurfaced. Our engineering team is investigating the root cause of the intermittent 502 bad gateway errors.

‍

10:30

This issue (intermittent 502 gateway errors) has been resolved. The root cause was tied to inefficient logic in the API logging middleware which drove excessive platform load / 502 gateway errors.

We are aware or a current issue impacting Pay Runs and Rostering. Our engineers are currently investigating and we will update you by 09:00hrs AEST at the latest.

09:00HRS Developers are still investigating the issue.

13:00HRS

The root cause of this problem was an invalid URL linked to a security certificate. To resolve this issue we replaced the URL with one possessing a valid and secure certificate. A buildup of processing jobs accumulated during this period and we immediately bolstered the capacity of our worker processes to clear the processing queue.

We sincerely apologise for any inconvenience caused.

‍

We are currently experiencing system wide performance issues.

This is due to a backlog in our back end jobs processing. We are adding additional server capacity in order to clear the backlog and restore performance.

Additional server capacity resolved the issue

There is an issue with the warnings section of the pay run. Stating that employees are taking more leave than they have accrued with 0 hours available for use.

This warning is purely a display issue and leave balances/calculations are not impacted

Update:

Engineers are investigating


Update:
‍
Issue has been fixed and released to production.

‍

Problem
‍
We are currently experiencing a problem where leave categories within a pay run are not populating with a pay rate. Our engineers are currently investigating this as their highest priority.

Workaround

Manually populate the pay rates.

Progress

Issue has been identified and a fix is underway.

Issue Resolved

Issue has now been resolved. In order to rectify, you must re-import any timesheets that are impacted. Once imported, the pay rates will display as normal.

We are aware of an issue where users are not able to install award updates. We are currently working to resolve this issue.

‍