AdvancedMD incident

Some Telehealth patients are unable to log into their Telehealth sessions

Minor Resolved View vendor source →

AdvancedMD experienced a minor incident on July 23, 2025 affecting Telehealth, lasting 21h 23m. The incident has been resolved; the full update timeline is below.

Started
Jul 23, 2025, 09:51 PM UTC
Resolved
Jul 24, 2025, 07:15 PM UTC
Duration
21h 23m
Detected by Pingoru
Jul 23, 2025, 09:51 PM UTC

Affected components

Telehealth

Update timeline

  1. investigating Jul 23, 2025, 09:51 PM UTC

    We are actively investigating an issue where patients are not able to log into their scheduled Telehealth session.

  2. investigating Jul 23, 2025, 10:48 PM UTC

    Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  3. investigating Jul 23, 2025, 11:51 PM UTC

    We are actively working to resolve the Telehealth login issue. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  4. investigating Jul 24, 2025, 12:27 AM UTC

    We are continuing to investigate this issue.

  5. investigating Jul 24, 2025, 01:05 AM UTC

    We are continuing to investigate this issue. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  6. investigating Jul 24, 2025, 01:55 AM UTC

    We are continuing to investigate. Next Update will be at 9:00 MT

  7. investigating Jul 24, 2025, 03:13 AM UTC

    We are continuing to investigate this issue. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start the telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  8. investigating Jul 24, 2025, 04:28 AM UTC

    Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

  9. investigating Jul 24, 2025, 06:05 AM UTC

    Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

  10. monitoring Jul 24, 2025, 06:25 AM UTC

    A fix has been implemented and we are monitoring the results.

  11. monitoring Jul 24, 2025, 02:25 PM UTC

    AdvancedMD continues to monitor the issue closely. The errors causing the telehealth issue have significantly decreased. The team is actively investigating intermittent infrastructure and network issues that are causing degraded and progressing states across multiple APIs and services, including telehealth. We have engaged Amazon Web Services (AWS) to help address the network connectivity issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  12. monitoring Jul 24, 2025, 04:33 PM UTC

    We have identified a network issue that is contributing to the problem. The team is working to resolve the issue with AWS. The errors that caused the Telehealth issue and other API degradation remain low. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

  13. monitoring Jul 24, 2025, 04:51 PM UTC

    For any users that may be experiencing issues connecting to their Telehealth session, we recommend providing the Meeting ID & Passcode with the following steps: 1) Start telehealth call 2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark 3) This will show you the Meeting ID and Passcode 4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

  14. resolved Jul 24, 2025, 07:15 PM UTC

    This incident has been resolved.