Refer to the May 2025 RCAs listed below for detailed information.

Converge Unable to Complete Intake

On May 1, 2025, a deployment related to the Dynamic Questionnaire on the Converge platform caused intake functionality issues for some users, which were resolved by May 2, 2025, through a configuration rollback and allowlist update. Follow-up actions will include re-releasing the Dynamic Questionnaire configuration, improving partner setup documentation, and enhancing post-deployment testing capabilities. For more information, refer to the full RCA here. 

Converge Deployment Impact

On May 6, 2025, an incorrect configuration in the AMG Provider Application (APA) service deployment caused 403 errors for a subset of Converge tenants, which was swiftly resolved by rolling back the service at 09:02 ET. Subsequent actions include enhancing post-deployment testing and improving consistency across environments to prevent future issues.  For more information, refer to the full RCA here. 

Converge Connection Issues

On May 13, 2025, an improper caching strategy for a JavaScript file triggered CORS errors affecting a subset of Converge tenants, which were resolved by deploying changes to multiple services by 11:25 ET. Follow-up actions include enhancing post-deployment checks and researching more accurate AWS caching strategies. For more information, refer to the full RCA here. 

Converge Carepoint Impact

On May 27, 2025, an issue involving incorrect allowlisting, caching, and caller ID configurations caused disruptions to Carepoint devices on the Converge platform, which was successfully resolved on May 28, 2025, following comprehensive interventions by the Amwell team. Further actions will focus on thorough documentation and preventive measures to avoid recurrence of similar issues. For more information, refer to the full RCA here.