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  • Calxa Online Web App

    Where you sign in and get things done.

  • Integration Services

    Syncing or updating your accounting system.

  • Automation and Workflows

    Processes that run even when your not in the app.

  • Help Centre & Support

    Where you find online help material and get support.

Previous Incidents

[Resolved] Xero API Outage

Began: Ended: Duration:
  • Integration Services

Xero have reported an outage on their Accounting API. Calxa customers are currently unable to sync with Xero.

See their Status page for up to date information: https://status.developer.xero.com/incidents/tkx8kr6vf6vn

The Xero API incident has been resolved.

[Resolved] Phone Support Disrupted

Began: Ended: Duration:
  • Help Centre & Support

We're currently unable to take inbound phone calls due to an issue identified by our telephone provider.

For any support or enquiries please email helpme@calxa.com or visit https://helpme.calxa.com/.

This incident has now been resolved by our supplier.

[Resolved] Xero API Partial Outage

Began: Ended: Duration:
  • Integration Services

Xero have reported a partial outage on their Accounting API. Some customers may experience issues syncing with Xero.

See their Status page for up to date information: https://status.developer.xero.com/incidents/317kt8vtsh1b

Xero have now resolved the incident.

[Resolved] Calxa Online is Unavailable

Began: Ended: Duration:
  • Calxa Online Web App

We're investigating an issue with database connections and the web app is currently unavailable as a result.

We've identified that we'll need to restore database backups to resolve this issue and it may take up to 2 hours for the restoration to complete. We'll keep you posted as we monitor the progress of the restore.

The database restore is now complete and Calxa is back to normal operation.

Unfortunately since the restore we are now seeing issues with report generation and organisation syncing. We're current investigating.

Reports are now generating successfully however an issue still remains for organisation syncs.

We're finding issues with corrupted database data so we decided to stop the application to avoid further corruption until we understand the cause.

We've restored databases again and tested all functionality. Calxa Online is operational again.

We'll continue to monitor our error logs to ensure there are no further issues before closing the incident.

We're now closing this incident. Monitoring since the last database restore shows no ongoing errors.

[Resolved] Budget Factory Failing to Complete

Began: Ended: Duration:
  • Calxa Online Web App

The budget factory cannot currently be used as it fails on the final step with a generic error message. We're currently investigating the cause.

The Budget Factory continued to periodically fail throughout the day yesterday but overnight we rolled out a fix, so the Budget Factory is back to normal operation. Thanks for your patience.

[Resolved] Degraded Performance on Web App

Began: Ended: Duration:
  • Calxa Online Web App

We're seeing degraded performance across the web app effecting report generation and organisation syncing. An investigation is underway and we'll keep you updated via this status page.

High CPU usage was identified on some of the web app instances. We've restarted these instances as a first mitigation step. CPU usage appears to be returning to normal but we're still monitoring and investigating the cause of this spike in CPU usage.

Reinstating the status of this incident to Identified as high CPU spikes continue to reoccur. We'll continue to investigate.

We've now resolved the incident. The cause of CPU spikes was related to some specific report calculations and we've mad some improvements to our calculation logic to reduce the impact on CPU. Thanks for your patience.

Conclusion: Degraded Performance (15th Nov)

After further investigation we found poor closing balance calculation logic that meant values could in some cases be recalculated many times for a single report. For multi-period reports where there are many periods or when consolidating multiple entities this exponentially heightened the problem.

We have now improved the closing balance calculation logic so that calculated values are cached and reused when required, instead of recalculated. We have also improved the online hardware and scale configurations, then stress tested these new configurations, so we're confident that a similar incident will not happen again.

[Resolved] Problems signing in to Calxa

Began: Ended: Duration:
  • Calxa Online Web App

We have had some users having trouble signing in to Calxa. We are investigating the cause but the workaround is to either clear your browser cache or use another browser such as Edge, Firefox or Safari.

To clear the cache in Chrome, click the 3 dots by your name at the top right, then Settings. Search for cache and it will return Clear Browsing data. Select that and then Clear Data on the next screen.

We will provide more updates as we have more information.

We've identified the issue that is causing sign in problems. As a temporary fix we've rolled back our latest feature release, which looks to be the root cause of the problem. The new Actual v Budget Balance Sheet report will be available again shortly.

We've now fixed this issue and you should now be able to sign in without problems. We have also re-published the new Actual vs Budget Balance Sheet report.
Thanks for your patience while we resolved this issue.

Mick Devine

[Resolved] Xero API Down

Began: Ended: Duration:
  • Integration Services

Xero API is currently down, as reported on their Status Page. This will be effecting Calxa users trying to Sync with Xero organisations.

https://status.developer.xero.com/

Xero have updated the incident status as Monitoring with the following update.

"We're currently monitoring the solution we have in place. API is working again although with degraded performance"

An update has been posted by Xero advising the following.

"We're still working with a technology vendor to resolve the problem of the degraded performance."

The incident was resolved by Xero. Thanks for your patience.

[Resolved] www.calxa.com website is down - access Calxa via https://cloud.calxa.com

Began: Ended: Duration:
  • Calxa Online Web App

Our website, www.calxa.com is currently disrupted due to problems with our hosting provider, Siteground.
If you normally go the website to sign in to the app, use the https://cloud.calxa.com address to sign in instead. That takse you straight to the sign-in page.

We will provide updates as the issue is resolved.

Our website is now back up and running. Because of a DDOS attack on one of Siteground's servers, they disabled access to all sites on that server. We've now moved to another server temporarily while they fix their issues.

We apologise for the inconvenience.

[Resolved] Xero API Not Responding

Began: Ended: Duration:
  • Integration Services

We are investigating reports of problems with the Xero API and updating into Calxa.
We will provide updates here once we hear back from Xero

The Xero API issue appears to have been intermittent and all customers we are aware of with issues are now resolved. We will continue to monitor and discuss with Xero support

There was a temporary issue with Xero's servers which has now been resolved. Thanks for your patience while we worked through this

[Resolved] Xero API is Currently Down

Began: Ended: Duration:
  • Integration Services

Xero API is currently down, as reported on their Status Page. This will be effecting Calxa users trying to Sync with Xero organisations.

https://status.developer.xero.com/

Xero have rolled back an update to their API and this incident is now resolved.

[Resolved] MYOB Sync or Import Errors

Began: Ended: Duration:
  • Integration Services

We've identified an issue where requests made to the MYOB API are intermittently returning server errors. This has been reported to MYOB and they've escalated our reports to their engineering team.

We're still awaiting an official reply from the MYOB engineering team. In the meantime we've implemented some retry logic that does appear to have improved the completion rate on synchronisation tasks.

The server errors being returned by the MYOB API are still occurring and we're still waiting on further correspondence from MYOB. In the meantime we've reached out to other MYOB add-on developers and confirmed they're also experiencing similar issues.

MYOB have reached out to us this morning and advised that the "Engineering teams are still looking into this issue. Pin pointing a cause is proving more complex than first thought."

MYOB have made some changes at their end. We will both be monitoring for the next 24 hours to confirm if the issue has been resolved.

We've not seen an error response from the MYOB API now for approx. 18 hours. We'll continue to monitor but the changes made by MYOB yesterday afternoon appear to have resolved their issues.

If you're still experiencing issues with MYOB Sync please contact Calxa support.

No further errors have been observed and MYOB syncs are completing successfully. We're now closing this incident.

[Resolved] Connection Timed Out for some New Zealand Customers

Began: Ended: Duration:
  • Calxa Online Web App

A small number of customers have reported an error connecting to the cloud app. The error shown in the browser is ERR_CONNECTION_TIMED_OUT, but the issue appears to only effect New Zealand customers with Vodafone as their internet service provider.

I'd encourage anyone with similar issues to please report them to helpme@calxa.com as we're seeking more details about this problem.

We've now resolved the incident. Thanks for your patience.

No further notices from the past 365 days.