Luscii - Notice history

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Notice history

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Aug 2025

iOS users experiencing crashes when opening action on selfcare page
Resolved136 hours 57 minutes
  • ResolvedUTC
    This incident has been resolved.
  • MonitoringUTC

    We released iOS app version 2.96.1 which fixes the issues and are currently monitoring the result.

  • IdentifiedUTC

    We identified that opening planned actions that have patient information in them might also crash for patients on this version of the iOS app. We are currently working on a hotfix for these issues and aiming to release that today.

  • InvestigatingUTC

    We are currently investigating an incident where users on iOS using the latest version 2.96.0 experience a crash of the app when opening an action (education module, patient information) on the selfcare page.
    At this moment, there is no workaround for these users trying to access actions on the selfcare page.

    Planned actions scheduled on the home page in the app are not affected.
    We are working on a fix to prevent this crash from happening.

Some patients on iOS app version 2.96.0 that use Dutch as their app language might see their actions in English instead. We are investigating.
Resolved143 hours 30 minutes
  • ResolvedUTC
    This incident has been resolved.
  • MonitoringUTC

    We released iOS app version 2.96.1 which fixes the issues.

  • UpdateUTC
    We are currently investigating this incident.
  • InvestigatingUTC
    We are currently investigating this incident.
Issue not all overdues generated
Resolved47 hours 36 minutes
  • ResolvedUTC
    This incident has been resolved.
  • MonitoringUTC

    Yesterday we released a hotfix, and at this moment all overdue alerts are being generated as expected — the issue has stabilized.

    The problem was caused by the process creating overdue alerts occasionally crashing under heavy system load. The hotfix improves logging and distributes the load more efficiently, so the issue should no longer occur. If it does, we now have better logging in place to quickly identify what happens and which protocols are affected.

    We will continue to closely monitor the situation in the coming days to ensure the fix remains effective and no new cases arise.

    For those who would like more details, please send support@luscii.com a message. We can share on which day a failure in overdues might may have occurred for a specific protocol. However, we cannot confirm whether the protocol itself actually failed.

  • IdentifiedUTC

    Luscii has released a hotfix to improve logging.
    This update gives us better visibility into when and where overdues are not being generated. It will help us investigate whether the issue is still occurring. We are actively monitoring the situation and will keep you informed.

  • InvestigatingUTC

    At this moment we are investigating an issue in which some cases overdue alerts are not generated. At this moment there is no workaround, we are working on a hotfix for this issue.

iOS users experiencing crash of app due to connected devices
Resolved286 hours 56 minutes
  • ResolvedUTC
    This incident has been resolved.
  • MonitoringUTC

    We implemented a fix in the iOS 2.96.0 release and are currently monitoring the result.

  • UpdateUTC

    We are continuing to work on a fix for this incident. At this moment, we expect the fix to be released on monday 25th.

  • IdentifiedUTC

    At this moment patients using the iOS version of the Luscii app experience crashes for connected devices. Patients can still send in measurement manually, instead of using the connected measurement. If a patient experiences a crash they can use the workaround mentioned below. A fix has already been identified and is being tested at this moment. As soon as the fix is confirmed, it will be released.

    Workaround for patients

    • Delete the app

    • Reinstall from the App Store

    • Open the action and choose “Send measurements manually”

AUG19
Emails Temporarily Unavailable
CompletedMaintenance2 hours
  • Completed19-08-2025 at 4:00 AMUTC
    Maintenance has completed successfully
  • In progress19-08-2025 at 2:00 AMUTC
    Maintenance is now in progress
  • Planned19-08-2025 at 2:00 AMUTC

    On August 19th, 2025, between 03:00 and 05:00 (BST) / 04:00–06:00 (CEST), our email provider will be performing scheduled maintenance on the email infrastructure.

    During this time, no verification codes or email notifications about open actions will be sent.

    If you are working at night, please make sure to log in before 03:00 (BST) or 04:00 (CEST). A care professional’s login session remains valid for up to 4 hours, even during maintenance.

    Also patients attempting to log in during this period will not receive a verification code. However, given the timing, we expect this to occur only in rare or exceptional cases.

Jul 2025

Priority 2: Patient information blocks duplicated when switching protocols
ResolvedDegraded performance66 hours 59 minutes
  • ResolvedUTC
    This incident has been resolved.
  • MonitoringUTC

    Update: The hotfix has been released and the issue can no longer occur. We’re working on a solution for the already duplicated information blocks.

  • IdentifiedUTC

    Update: Tomorrow we will release a fix to prevent this issue from happening again. A separate fix is still needed for the already duplicated information blocks.

  • InvestigatingUTC

    Situation: We have discovered an issue where patient information blocks are duplicated when switching protocols within the same program. In some cases, editing these duplicated information blocks causes personalized information to not be displayed correctly to patients.

    Complication: These duplicates are visible in the web version (not to patients in the mobile app), but can be personalized. In specific cases, this results in missing personalized information for patients.

    Next steps: We are investigating this issue with high urgency. Updates will follow as more becomes known.

Jun 2025

Priority 2 issue: App fails to start on iOS 17 – specific cases (v2.93.0)
ResolvedDegraded performance42 hours 40 minutes
  • ResolvedUTC
    This incident has been resolved.
  • IdentifiedUTC

    Update

    • New app version 2.93.1 is available in the App Store.

    • iOS 17 users can launch the Luscii app again.

    • Please update; previous work-arounds are no longer required.

  • InvestigatingUTC

    Situation

    • App version 2.93.0 opens briefly and then immediately closes on some devices running iOS 17 (Apple).

    • The issue does not occur on iOS 18 or iOS 26.

    • Versions earlier than iOS 17 are not supported.

    Complication

    • A subset of iOS 17 patients cannot use the app.

    • The exact conditions under which the issue occurs have not yet been fully determined.

    Next steps

    • Temporary workaround

      • Update the device to iOS 18 if possible.

      • Or sign in on another device that is not on iOS 17, e.g., a family member’s tablet or phone.

    • Luscii is working with high urgency to:

      1. Determine the full extent of the issue.

      2. Develop and roll out a permanent solution.

    Updates will follow as soon as they are available.

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