iPipeline Canada Support Status

• RESOLVED: WealthServ and Bluesun Advisor  –  This latency has been mitigated, however, some Clients may experience brief intermittent latency at times. A permanent resolution is planned for Thursday May 4 at 10 PM EST. This will require a brief system outage and a Client communication will be sent out regarding this outage later today.
  May 3, 2023, 10:40 EST

• ALERT: WealthServ and Bluesun Advisor  –  We are continuing to investigate alerts of latency in WealthServ and Bluesun Advisor as an emergency.  Some users may experience intermittent issues with these systems.
  May 3, 2023, 10:40 EST

• ALERT: WealthServ and Bluesun Advisor  –  We are investigating alerts of latency in WealthServ and Bluesun Advisor.  This is being investigated as an emergency. Some users may experience issues accessing these systems.
  May 3, 2023, 9:40 EST

• UPDATE: Manulife Inforce Feeds  –  Carrier has reverted their change and we are now able to process Manulife Inforce Feeds. We are working with the Carrier to coordinate these changes in the future.
  May 3, 2023, 13:15 EST

• ALERT: Manulife Inforce Feeds  –  Due to a change made by the Carrier we are currently unable to process Manulife Inforce Feeds. We are working with the Carrier to have this resolved.
  April 27, 2023, 5:15 EST

• RESOLVED: WealthServ Investments, WealthServ Insurance, Bluesun Advisor    –  This issue has been resolved.  Due to the issue some Clients may experience delays in file processing while the backlog of files are processed .
  April 7, 2023, 5:55 EST

• ALERT: WealthServ Investments, WealthServ Insurance, Bluesun Advisor    –  We are currently investigating an infrastructure issue that may prevent users from accessing  Wealthserv applications. This is being investigated as an emergency.
  April 7, 2023, 5:15 EST

• RESOLVED:  RepVision and WealthServ Investments –  This issue has been resolved.  Due to the issue some Clients may experience delays in file processing while the backlog of files are processed.
  April 4, 2023, 5:55 EST

• ALERT:  RepVision and WealthServ Investments –  Repvision and WealthServ Investments are currently not available. This is being investigated as an emergency.  This issue may delay file processing until resolved.
  April 4, 2023, 5:00 EST

• ALERT:  RepVision and WealthServ Investments –  Repvision and WealthServ Investments are currently not available. This is being investigated as an emergency.
  April 4, 2023, 4:00 EST

• UPDATE:  Secure Messaging –  This issue has been resolved. At this time the read/unread message count has been turned off and will not be visible to users.
  March 31, 2023, 15:45 EST

• ALERT:  Secure Messaging –  We are investigating reports of some users not being able to send and receive secure messages. This is being investigated as a high priority.
  March 31, 2023, 13:45 EST

• ALERT:  WealthServ Insurance Feeds and Investments Feeds –  An overnight issue with feeds processing has been addressed. Some Clients may experience delayed feed processing as the backlog of files are being processed.
  March 29, 2023, 08:25 EST
• ALERT:  WealthServ Insurance Feeds –  An overnight issue with feeds processing has been addressed. Some Clients may experience delayed feed processing as the backlog of files are being processed.
  March 29, 2023, 07:45 EST

• ALERT – Outlook Plugin Login Page.  We have received reports of some users receiving an error message on the Outlook Plugin login screen similar to the screenshot below. This has been identified as a browser issue and does not impact the functionality or usage of the Outlook Plugin.
  

  

  If a user encounters this error, please have them click the “Yes” button to proceed and they can continue to login and use the Outlook Plugin as usual.

  We are working on a resolution to this and will release an update as soon as possible.
  March 28, 2023, 09:15 EST

• ALERT – Secure Messaging Notifications.  We have received reports recently of some users not receiving secure messaging notification emails. These appear to be isolated instances and we are working to determine a root cause.
  February 13, 2023, 10:00 EST

• ALERT – Bluesun Advisor.  We have received reports of some Bluesun Advisor users seeing a blank application screen loading Bluesun Advisor the first time after the latest release. This is a browser caching issue and can be resolved by the affected user clearing their browser cache. If you have users where clearing the cache does not resolve the issue, please open a JIRA ticket with details – including the browser and version.
  February 1, 2023, 11:00 EST

• UPDATE – Secure Messaging Latency.  Secure messaging Read/Unread count has been disabled for WealthServ Insurance to address secure messaging issue.
  January 30, 2023, 10:30 EST
• ALERT – Secure Messaging Latency.  We are currently seeing latency issues with Secure Messaging and are investigating as a priority. This affects WealthServ Insurance and Bluesun Advisor
  January 30, 2023, 09:30 EST

• RESOLVED – WealthServ Investments and Insurance releases are complete and the systems are available for use.
  January 28, 2023, 22:45 EST
• UPDATE – WealthServ Investments and Insurance releases are still in progress. An update is expected to be provided by 9 AM tomorrow morning.
  January 28, 2023, 21:15 EST
• ALERT – Wealthserv Insurance and Investments currently unavailable.  Due to unexpected technical issues the January 2023 release will not be completed by the scheduled 6PM EST timeframe. An update will be provided by 9PM EST.
  January 28, 2023, 18:00 EST

• RESOLVED – Wealthserv and Advisor is currently unavailable.  All applications are accessible and all features are fully functional.
  December 9, 2022, 11:45 EST
  
• UPDATE  – Wealthserv and Advisor is currently unavailable.  All applications should be accessible.  Some features of WealthServ Insurance may not be available – this is being investigated as an emergency.
  December 9, 2022, 11:30 EST
• UPDATE  – Wealthserv and Advisor is currently unavailable.  We have identified the root cause of the issue and are working to resolve as an emergency.
  December 9, 2022, 11:00 EST
• ALERT  – Wealthserv and Advisor is currently unavailable.  We are treating this as an emergency and are working towards resolving this issue as quickly as possible
  December 9, 2022, 10:30 EST

• Update – Wealthserv Investments Import Files  – Import file issue has been resolved and files are processing.  Clients may see delays in processing due to backlog of files being processed.
  December 7, 2022, 8:30 EST
• Alert – Wealthserv Investments Import Files  – We are currently investigating a delay with the processing of Investment import files.  This is being investigated as a high priority.
  December 7, 2022, 7:30 EST

• RESOLVED  @ 1:08 pm: Dec 6/22 1:05 pm – Wealthserv Insurance is currently unavailable.  We are treating this as an emergency and are working towards resolving this issue as quickly as possible

• Resolved – Secure Messaging  – Secure messaging Read/Unread count has been disabled for WealthServ Insurance to address secure messaging issue.
  December 5, 2022, 11:45 EST
• Alert – Secure Messaging  – We are currently investigating a possible issue with secure messaging that may affect Bluesun Advisor and WealthServ Insurance.  This is being investigated as a high priority.
  December 5, 2022, 10:10 EST

• Resolved – WealthServ and Bluesun Advisor  – This issue has been resolved.
  December 5, 2022, 09:00 EST
• Alert – WealthServ and Bluesun Advisor  – We are currently investigating a possible issue with DataMine reports being reported by our internal monitoring this morning at 8AM EST.  This is being investigated as a high priority.
  December 5, 2022, 08:20 EST

Current Incidents 11/11/2022

• • • Resolved – WealthServ and Bluesun Advisor  – This issue has been resolved and we are continuing to monitor.
      November 11, 2022, 09:00 EST
    • Alert – WealthServ and Bluesun Advisor  – We are investigating reports of issues with accessing WealthServ and Bluesun Advisor this morning.  Some users may experience intermittent access issues.  This is being investigated as a high priority.
      November 11, 2022, 08:35 EST
    • Alert – WealthServ  – We are investigating reports of issues with WealthServ this morning.  This is being investigated as a high priority.
      November 11, 2022, 07:45 EST

Current Incidents 08/20/2022 – 11/07/2022

• • • UPDATE:  Secure Messaging  –  The issue with secure messaging has been resolved. The read/unread messages badge will no longer be visible as part of this remediation. This functionality will be reinstated at a later date.
    • UPDATE:  Secure Messaging  –  The issue with secure messaging has been identified and we are working on a resolution by the end of the day. This is being addressed as a priority.
    • ALERT:  Bluesun Advisor Secure Messaging  –  We are currently investigating an issue with secure messaging in Bluesun Advisor.  This is being investigated as a priority.
  • • RESOLVED:  WealthServ Insurance Feeds  –  Due to an issue with Insurance Feeds processing, some Clients may experience delays in receiving eApp and Pending feeds received this morning.  The issue is resolved and we are monitoring the progress of feeds processing.  All received files are expected to be processed today.
    • RESOLVED:  WealthServ Investments Feeds  –  This issue has been resolved.  There may be some delays in files being available for processing at this time in WealthServ Investments for some users and this should resolve shortly.
    • ALERT:  WealthServ Investments Feeds  –  Please be advised we are investigating an issue with feeds processing this morning, there may be some delays in files being available for processing at this time in WealthServ Investments.  This is being investigated as an emergency.

• • • RESOLVED:  WealthServ Investments Services  –  This issue has been resolved.  Files are currently processing and should be completed shortly.
    • ALERT:  WealthServ Investments Services  –  Please be advised due to the overnight system maintenance, there may be some delays in files being available for processing at this time.  The system is working through a backlog of files and processing is being actively monitored.

• • • ALERT:  WealthServ Insurance Services  –  Please be advised there was an overnight issue with Insurance Services that has been resolved.  This may result in some overnight services (eg. Analytics Extracts, Automation Emails) being delayed from their normal execution times.

• • • RESOLVED:  WealthServ Investments – Commission Payment  – A fix for this issue has been released to production.
    • UPDATE:  WealthServ Investments – Commission Payment  –  The issue has been identified and a fix is currently being QA tested. This fix is expected to be released to production this afternoon.
    • ALERT:  WealthServ Investments – Commission Payment  –  Please be advised we are investigating an issue reported when processing commission payments.  This is being investigated as an emergency.

• • • RESOLVED:  WealthServ Investments – Commission Reconciliation  – A fix for this issue has been released to production.
    • UPDATE:  WealthServ Investments – Commission Reconciliation  –  The issue has been identified and a fix is currently being QA tested. This fix is expected to be released to production this afternoon.
    • ALERT:  WealthServ Investments – Commission Reconciliation  –  Please be advised we are investigating an issue with error message occurring when reconciling commissions.  This is being investigated as an emergency.

• • • RESOLVED:  WealthServ and Bluesun Advisor Document Download –  This issue should be resolved.
    • UPDATE:  WealthServ and Bluesun Advisor Document Download –  We are still investigating being unable to download historical documents.  This affects all WealthServ products (BackOffice, RepVision, ClientVision).  We have identified why this issue is occurring and are working to determine the root cause to resolve as as a high priority.
    • UPDATE:  WealthServ and Bluesun Advisor Document Download –  We are still investigating some Clients reporting being unable to download historical documents.  There is currently no ETA on when this will be resolved.  This continues to be investigated as a high priority.
    • UPDATE:  WealthServ and Bluesun Advisor Document Download –  We are still investigating some Clients reporting being unable to download historical documents.  This continues to be investigated as a priority.
    • UPDATE:  WealthServ and Bluesun Advisor Document Download –  Downloading of historical documents (eg. older than 1 day) is currently unavailable.  This is being investigated as a high priority.  This is expected to be unavailable at least until 9 PM this evening.  Users are able to upload documents and download any documents uploaded today.
    • ALERT:  WealthServ and Bluesun Advisor Document Download –  Please be advised we are investigating an issue with some users not being able to download documents.  This is being investigated as a priority.

• • • RESOLVED:  WealthServ Investments UAT Login –  Users are able to log into the WealthServ Investments UAT environment.
    • ALERT:  WealthServ Investments UAT Login –  Please be advised we are investigating an issue with some users not being able to login to WealthServ Investments in their UAT environment.  This is being investigated as a priority.

Current Incidents 05/10/2022 – 08/19/2022

• • • UPDATE:  WealthServ Investments FundServ files Aug 18/19 –  A technical issue has been identified which may have resulted in some FundServ files not being received for some Clients on Aug 18/19th.  Any Clients missing FundServ files for these dates are requested to restore files from the FundServ web services web site for the date of 081822 (08/18/2022) so these files can be processed through WealthServ.  Any duplicate files will be automatically rejected by the system.  Emails have been sent directly to Clients known to be affected with details on files to be restored.Affected file types are:
      • TSP – Transaction Reconciliation
        WSP – Sales Commission
        RSP – Price/Distribution Rate
        FSP – Settlement Instruction
        FD – Fund Setup
    • ALERT:  WealthServ Investments FundServ TSP files-  Please be advised we are investigating an issue with missing FundServ TSP files in WealthServ Investments.  This is being investigated as a priority.

• • • RESOLVED:  WealthServ Investments Ad Hoc Reporting –  This issue has been resolved.  On Demand Ad Hoc reporting should be working as usual.
    • ALERT:  WealthServ Investments Ad Hoc Reporting –  Please be advised we are investigating an issue with on demand Ad Hoc reporting for WealthServ Investments.  This is being investigated as a priority.

• • • RESOLVED:  Bluesun Advisor Access –  This issue has been resolved.  BSA users should be able to access the system as usual.
    • ALERT:  Bluesun Advisor Access –  Please be advised we are investigating an issue with some users not being able to access Bluesun Advisor.  This is being investigated as a priority.

• • • RESOLVED:  Rogers Network Outage –  Rogers has resolved this issue.
    • ALERT:  Rogers Network Outage –  There is a reported widespread internet outage that is affecting Rogers customers.  This is currently impacting access to iPipeline’s Markam Data Center and may impact access to iPipeline’s Ottawa Data Center hosting the UAT environment.  Further information can be found here https://www.cbc.ca/news/business/rogers-outage-cell-mobile-wifi-1.6514373

• • • RESOLVED:  WealthServ Extracts –  This issue has been resolved.  Affected users should expect delivery of files at the next scheduled interval.
    • ALERT:  WealthServ Extracts –  Some users may not have received extracts delivered via sFTP this weekend.  We are working with the Infrastructure Team to have this resolved as a priority.  This would include delivery of custom extracts, AQ extracts.

• • • RESOLVED:  WealthServ Insurance Feeds –  An overnight issue with feeds processing has been addressed. Some Clients may experience delayed feed processing as the backlog of files are being processed.

• • • RESOLVED:  WealthServ Investments FundServ-  FundServ service interruption has been resolved.
    • UPDATE:  WealthServ Investments FundServ-  We have received a notice from FundServ the issue with their service has been resolved.  At this time we are still receiving alerts our FundServ connection is unavailable and the Investments Team is still engaging FundServ for a resolution.  WealthServ Investments Clients may not be able to place trades at this time.
    • UPDATE:  WealthServ Investments FundServ-  FundServ has confirmed the issue is with their service and is working on a resolution.
    • ALERT:  WealthServ Investments FundServ-  We have received alerts that our connection with FundServ is experiencing some issues. The Investments Team is engaging FundServ on a resolution to the issue as an emergency.  WealthServ Investments Clients may not be able to place trades or receive file imports at this time.

• • • ALERT:  WealthServ Self Help Portal –  The WealthServ Self Help portal is currently offline for maintenance.  We apologize for any inconvenience.

• • • ALERT:  WealthServ Investments Services –  Investments feeds are processing at a slower than normal rate and Clients with unprocessed feeds may experience delays in processing feeds this morning as a result.  The Investments Team is monitoring progress to ensure file processing will complete for all Clients.  This is being treated as an emergency.
    • ALERT:  WealthServ Investments Services –  iPipeline is investigating an issue with Investments Services performance.  Some Clients may experience delays in processing feeds this morning as a result.  This is being investigated as an emergency.

• • • RESOLVED:  WealthServ Insurance Services –  iPipeline released a hotfix to address this issue during the maintenance window last night.  Services are working as expected at this time and we are continuing to monitor.  The system is processing through the backlog of pending operations and affected Clients should expect all pending operations to be completed by EOD today.
    • UPDATE:  WealthServ Insurance Services –  iPipeline will be releasing a hotfix during the maintenance window at 10 PM EST this evening to address the services issue some Clients may be experiencing with delays in processing emails and documents into WealthServ, FIT processing and overnight services.
    • ALERT:  WealthServ Insurance Services –  iPipeline is investigating internal alerts with Wealthserv Insurance Services that may be cause delays in the system completing background services.  Some Clients may experience delays in processing emails and documents into WealthServ, FIT processing and overnight services.  This is being investigated as a high priority.

• • • RESOLVED:  WealthServ Investments Services –  This issue has been resolved. All services are current.
    • ALERT:  WealthServ Investments Services –  iPipeline is investigating an issue with scheduled services. At this time some Clients may not have up-to-date daily price files. We are investigating this as a high priority.

• • • RESOLVED:  WealthServ Manulife Feeds –  iPipeline is now receiving the Manulife Feed files again. Clients should expect files to start processing by EOD today.
    • UPDATE:  WealthServ Manulife Feeds –  We are working with Manulife to implement a temporary workaround for this issue preventing iPipeline from receiving Manulife feed files and are working towards a May 13th resolution date. Manulife currently has all the files to be transferred and will send them to iPipeline once the transfer issue is resolved.
    • ALERT:  WealthServ Insurance Feeds –  We have been alerted to an issue receiving feed files from Manulife. We are working with the Carrier to resolve this issue as a priority.  This affects Clients receiving Manulife feed files.

JIRA UPDATE

• • • UPDATE: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is available for all users.  There is a workaround for JIRA users that need to open an Insurance ticket as described below:
      • JIRA WORKAROUND:
        • Investment Only Clients
          • Workaround should no longer be necessary, please create a JIRA ticket as per usual.
          • In the event it does not work correctly for you, please follow the steps displayed in this video /wp-content/uploads/2021/10/JIRA-Support.mp4 after selecting Investments Support.
        • Insurance Only Clients
          • Insurance tickets – please follow the steps displayed in this video /wp-content/uploads/2021/10/JIRA-Support.mp4.
        • Insurance and Investment Clients
          • Investments tickets – workaround should no longer be necessary, please create a JIRA ticket as per usual.
          • Insurance tickets – please follow the steps displayed in this video /wp-content/uploads/2021/10/JIRA-Support.mp4.

• • • UPDATE: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable for some users. This is being investigated. For any support requests at this time, please send an email to CA_ProductSupport@ipipeline.com
    • ALERT: – Support Helpdesk (JIRA) – Our JIRA Helpdesk is temporarily unavailable. This is being investigated. For any support requests at this time, please send an email to CA_ProductSupport@ipipeline.com

Current Incidents 01/22/2022 – 05/09/2022

• • • RESOLVED:  Bluesun Advisor –  Bluesun Advisor is accessible. We are investigating the root cause of the issue and are continuing to monitor the application.
    • ALERT:  Bluesun Advisor –  Bluesun Advisor is currently not accessible. We are investigating this as an emergency.
    • RESOLVED:  DataMine Reports –  Steps were taken to remediate this issue.  We are continuing to monitor report volumes.  At this time we believe this issue is resolved.
    • ALERT:  DataMine Reports –  Please be advised there a very high volume of DataMine reports this morning and some users may find reports timing out.  We are working to address this as an emergency.
    • RESOLVED:  Investments File Imports –  The Investments Imports delay has been resolved.
    • UPDATE:  Investments File Imports –  The Investments Imports delay has been resolved and the system is processing through the backlog of remaining files.
    • ALERT:  Investments File Imports –  Please be advised there is a delay in processing Investments imports this morning.  This is being addressed as an emergency.

• • • RESOLVED:  FIT Process Performance –  This has been resolved.
    • ALERT:  FIT Process Performance –  We are seeing performance issues with FIT processing. We our working with our DBA Team to identify the source of the performance issue and remediate the issue as a priority.

• • • RESOLVED: We have been advised by Oracle/DynDNS that the global DNS issue they were experiencing has been stabilized. At this time users should be able to access iPipeline applications without issue.
    • ALERT:  Intermittent Access Issues –  We have been receiving reports of intermittent access issues for JIRA and WealthServ for some users.  These appear to be DNS Issues related specific to a DNS provider.  We are working to obtain more information and will provide an update as soon as possible.
    • UPDATE:  AWS Email “Spoofing” issues –  WealthServ Insurance Automations and DataMine scheduled reports are being sent from “notifications@wealthserv.com”.  To assist with reducing email bounce-backs from this change, please whitelist IP 3.97.180.50 on email servers and make sure your mail server spam lists are up-to-date and not cached.

• • • RESOLVED:  AWS Performance –  Performance monitoring is confirming the AWS performance issue has been resolved.
    • UPDATE:  AWS Performance –  The system maintenance has been completed and we are monitoring performance. At this time users are able to log into the system and use it as normal.
    • ALERT:  AWS Performance –  Please be advised an AWS change will need to be made to address this issue. This will result in a temporary system outage at 11:30 AM EST that is expected to last no longer than 5 minutes.  Users are advised to logout of the system prior to 11:30 AM to ensure they don’t lose any work in progress.
    • ALERT:  AWS Performance –  We are currently investigating alerts of latency in AWS.  This may affect Bluesun Advisor and WealthServ users.  We are investigating this as a priority.
    • RESOLVED:  WealthServ Investments Imports –  There was a large volume of files to process resulting in delays.  The backlog of files has been processed.
    • ALERT:  WealthServ Investments Imports –  We are currently investigating an issue with the processing speed of FundServ Import files.  This is being investigated as an emergency.

• • • RESOLVED:  UAT Environment –  The UAT issue has been resolved and WealthServ and Bluesun Advisor users should be able to access UAT as usual.
    • UPDATE:  UAT Environment –  We are continuing to resolve the UAT issue with WealthServ and Bluesun Advisor as a priority.  UAT is expected to be unavailable for the remainder of the day.
    • UPDATE:  UAT Environment –  We are currently investigating an issue with the UAT environment.  At this time this environment is unavailable for WealthServ and Bluesun Advisor. We are working to resolve this as a high priority.
    • ALERT:  WealthServ UAT Environment –  We are currently investigating an issue with the UAT environment for WealthServ.  At this time this environment is unavailable. We are working to resolve this as a high priority.
    • ALERT: – Log4J Vulnerability – WealthServ Investments, WealthServ Insurance and Bluesun Advisor are not affected by this vulnerability. For more information please review iPipeline Log4J vulnerability response.

Current Incidents 01/17/2022 – 01/21/2022

• • • RESOLVED:  WealthServ Outlook Plugin –  This issue has been resolved.
    • UPDATE:  WealthServ Outlook Plugin –  The Outlook plugin issue for WeatlhServ Insurance should be resolved. We are continue to work on resolving the Outlook plugin issue for WealthServ Investments as a priority.
    • ALERT:  WealthServ Outlook Plugin –  We are currently investigating an issue with the Outlook Plugin for WealthServ.  This is being investigated as a high priority.

Current Incidents 01/10/2022 – 01/14/2022

• • • ALERT:  WealthServ and Bluesun Advisor UAT Advisory –  Users may experience temporary connection issues with UAT between 1 PM EST Monday, January, 10 2022 and 9PM EST Friday, January 14, 2022.  These issues are expected due to changes being made with the ongoing AWS migration and are expected to be temporary.  Users experiencing a connection issue are recommended to wait 5 minutes and retry the operation again.  This will only affect the UAT environment.

Current Incidents 01/03/2022 – 01/07/2022

• • • RESOLVED:  WealthServ Requirements and Secure Messaging Updates  This issue has been resolved.  All WS systems should be able to be utilized as normal.  We suggest you log out and back in so you can begin a fresh session.
    • UPDATE: – WealthServ Requirements and Secure Messaging Updates – We have identified the issue and are working with our Network Team to resolve. As the Team resolves this issue there is a possibility that some users may experience issues using WealthServ and Bluesun Advisor. This is expected to only be temporary and may include a user being unexpectedly logged out of the system during the update. If this occurs, please login again..
    • UPDATE: – WealthServ Requirements and Secure Messaging Updates – We have identified the issue and are working with our Network Team to resolve. This continues to be addressed as an emergency.
    • ALERT: – WealthServ Requirements and Secure Messaging Updates – We are currently investigating reports of users not being able to update requirements or messaging.  This is being investigated as an emergency.  This may also be affecting Bluesun Advisor.

• • • RESOLVED: – JIRA/Bluesun Advisor Access – The DNS issue that affected some users ability to access our JIRA Helpdesk (jira.bluesun.ca) and Bluesun Advisor (advisor.bluesun.ca) has been resolved. Any users still experiencing the issue are advised to manually flush their DNS cache to update their local DNS entries.
    • ALERT: – JIRA/Bluesun Advisor Access – We are investigating a DNS issue with the bluesun.ca domain. Some users may have issues when trying to access JIRA or Bluesun Advisor as the web site will not successfully resolve.  This appears to be isolated to some internet providers.  This is being investigated as an emergency.