Is Lobbie Down?

# lobbie.com service disruption **Status:** Resolved **Impact:** Major outage, some users were temporarily unable to reach Lobbie **Duration:** Began ~10:10 AM Pacific; corrected at the source by ~10:30 AM; majority of users restored by ~10:50 AM ## Summary On the morning of September 18, 2026, some users were temporarily unable to reach Lobbie. A change made to an unrelated website in our domain registrar account unintentionally altered the DNS settings that direct visitors to [lobbie.com](http://lobbie.com), causing the address to stop resolving for a portion of internet traffic. Our automated monitoring detected the problem within about five minutes, and our engineering team corrected the settings roughly twenty minutes after the issue began. The majority of users were able to reach Lobbie again by approximately 10:50 AM Pacific. Lobbie's application and data were healthy throughout. This was a network-routing \(DNS\) issue only, and no patient or customer data was accessed, altered, lost, or exposed at any time. ## Customer impact * **Who and what:** Users whose internet or DNS provider did not already have [lobbie.com](http://lobbie.com)'s address cached were unable to load Lobbie during the affected window. Users with a cached address were unaffected, so the impact was partial rather than total; at the lowest point, traffic to Lobbie was about 50% of normal. * **When:** The problem began at approximately 10:10 AM Pacific and was corrected at its source by 10:30 AM Pacific. The majority of users were restored by approximately 10:50 AM Pacific. * **Lingering effects:** Because DNS changes take time to propagate across internet providers, a small number of users may have experienced intermittent access for a period afterward, in rare cases up to 24 hours, until the corrected settings fully took effect. Users who are still experiencing issues should email support@lobbie.com. * **Email:** Some outbound emails sent during the window may have been delayed. * **Data and privacy:** No patient or customer data was affected. This was strictly a service-availability issue. ## Timeline \(Pacific Time\) | Time | Event | | --- | --- | | ~10:10 AM | An unrelated change in our domain registrar account inadvertently alters the DNS settings for [lobbie.com](http://lobbie.com). The address begins to stop resolving for some traffic. | | ~10:15 AM | Automated monitoring detects the disruption and alerts our engineering team, who begin investigating. | | ~10:15–10:30 AM | The team identifies that the domain's DNS settings had been changed away from our managed DNS. | | ~10:30 AM | The correct DNS settings are restored. The source of the problem is resolved. | | ~10:50 AM | The corrected settings have propagated widely; the majority of users can reach Lobbie again and traffic returns toward normal. | | Following hours | A shrinking number of users on providers still holding the previous settings recover as those settings expire. | ## What happened Lobbie's DNS — the system that translates lobbie.com into the address of our servers — runs on controlled, audited infrastructure and is changed only through a reviewed process. Our domain _registration_, however, was still held with a separate provider, and that provider is where the top-level setting that points the internet at our managed DNS lives. That registrar account also holds other, unrelated web properties. A routine change to one of those properties had the unintended side effect of changing the setting for lobbie.com, redirecting it away from our managed DNS. As a result, visitors' devices could no longer find Lobbie's servers, and the site failed to load for anyone whose provider had to look up the address fresh. The underlying application, and the DNS records themselves, were never affected — only the top-level pointer to them. ## What we're doing to prevent this | Action | Status | | --- | --- | | Consolidate our domain registration onto the same controlled, audited infrastructure that already manages our DNS, so this class of change can no longer originate from a shared account | Targeted within the next month | | Add automated monitoring dedicated to this specific DNS setting, so any unexpected change is caught immediately and independently of customer impact | Planned | | Document a dedicated response runbook for DNS incidents to further speed diagnosis and recovery | Planned | | Review other services for similar dependencies that sit outside our primary controlled infrastructure | Currently underway | ## Closing We know how much you rely on Lobbie, and we hold ourselves to a high standard of availability. We're sorry for the disruption, and we're moving quickly on the changes above to make sure it doesn't happen again. If you have questions, or believe you were affected in a way not described here, please contact our support team at support@lobbie.com. --- [2026-09-18T12:57:39.514-07:00] (resolved) This incident has been resolved. --- [2026-09-18T10:56:42.707-07:00] (monitoring) A fix has been implemented and we are monitoring the results. --- [2026-09-18T10:51:08.664-07:00] (identified) The issue has been identified and a fix is being implemented. --- [2026-09-18T10:42:36.859-07:00] (investigating) We are investigating reports of Lobbie being unavailable.