Timeline:
Start Time: 03/14/2025 6:53 AM PT
End Time: 03/14/2025 8:19 AM PT
Customer Impact:
Android users were unable to log in to the mobile app, receiving an error message prompting them to "Please try again." The root cause was due to a recent version upgrade of an internet protocol. Hearsay’s Android app was configured for the earlier version, which caused the error message to occur. During this incident, there was no data loss.
Resolution:
Hearsay’s engineers promptly identified the cause and quickly reverted to the previous version. Once reverted, service was restored for Android users.
Future Improvements:
To prevent this type of issue from happening in the future, we are improving our internal processes to ensure thorough testing and validation before updates are released. This includes better detection and handling of any potential impacts from future security updates.