Resolved after 1 day, affecting Other athenahealth services and athenaTelehealth and 1 more, on October 12, 2026.
The performance issue has been fully resolved, and affected services have returned to normal operation. If you are still experiencing issues, please let us know by navigating to Support > Create Case or Call > Technical Issues and selecting the appropriate technical issue option. If you are unable to access athenaNet, please email [email protected] and include your practice ID and any relevant details. We appreciate your patience while we worked to resolve this issue.
Affected components
Update timeline
- monitoring Oct 12, 2026, 02:38 PM UTC
We’ve discovered an issue impacting performance to athenahealth services. We know these issues are disruptive to your work, and we apologize for the inconvenience. We will provide updates here on the status page as soon as we have more information available. Thank you for your patience.
- investigating Oct 12, 2026, 02:38 PM UTC
We’ve discovered an issue impacting performance to athenahealth services. We know these issues are disruptive to your work, and we apologize for the inconvenience. We will provide updates here on the status page as soon as we have more information available. Thank you for your patience.
- monitoring Oct 12, 2026, 03:17 PM UTC
We have identified a likely cause of the issue and are working to restore normal service. Current impact: We continue to investigate issues affecting patient online status and appointment duration reporting for some athenaTelehealth visits. Our engineering team is actively working with service provider to identify the root cause and resolve the issue. We will provide further updates as more information becomes available. Next update: We will provide another update in 30 minutes or sooner if recovery status changes. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- investigating Oct 12, 2026, 03:17 PM UTC
We have identified a likely cause of the issue and are working to restore normal service. Current impact: We continue to investigate issues affecting patient online status and appointment duration reporting for some athenaTelehealth visits. Our engineering team is actively working with service provider to identify the root cause and resolve the issue. We will provide further updates as more information becomes available. Next update: We will provide another update in 30 minutes or sooner if recovery status changes. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- monitoring Oct 12, 2026, 03:51 PM UTC
We have identified a likely cause of the issue and are working to restore normal service. Current impact: We’re aware of and reviewing an issue in which patients are not showing as online for their athenaTelehealth visits as expected when they’re logged in and are in the virtual waiting room/lobby, beginning October 12, 2026. Once a provider or staff member logs into the visit, they will see that patients are online. Note: Because it is not registering that the patient has joined the appointment, this issue may be impacting the call length duration calculation and show “0 minutes” for visits. Next update: We will provide another update in 30 minutes or sooner if recovery status changes. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- investigating Oct 12, 2026, 03:51 PM UTC
We have identified a likely cause of the issue and are working to restore normal service. Current impact: We’re aware of and reviewing an issue in which patients are not showing as online for their athenaTelehealth visits as expected when they’re logged in and are in the virtual waiting room/lobby, beginning October 12, 2026. Once a provider or staff member logs into the visit, they will see that patients are online. Note: Because it is not registering that the patient has joined the appointment, this issue may be impacting the call length duration calculation and show “0 minutes” for visits. Next update: We will provide another update in 30 minutes or sooner if recovery status changes. We apologize for the inconvenience and appreciate your patience while we work to resolve this issue.
- monitoring Oct 12, 2026, 06:59 PM UTC
A confirmed workaround is available while teams continue working toward full resolution. Current status: We’re continuing to work with our vendor, Zoom, to address this issue affecting the patient online status indicator and the visit/appointment duration. We’ll provide another update as soon as possible and appreciate your continued patience while we review this matter. Customer impact: Patients are not showing as online for their athena Telehealth visits as expected when they’re logged in and are in the virtual waiting room/lobby, beginning October 12, 2026 Workaround: Once a provider or staff member logs into the visit, they will see that patients are online. Estimated time to resolution: Unknown at this time. Next update: We will provide another update when remediation progress or recovery timing changes. We apologize for the disruption and appreciate your patience while we work to resolve this issue.
- identified Oct 12, 2026, 06:59 PM UTC
A confirmed workaround is available while teams continue working toward full resolution. Current status: We’re continuing to work with our vendor, Zoom, to address this issue affecting the patient online status indicator and the visit/appointment duration. We’ll provide another update as soon as possible and appreciate your continued patience while we review this matter. Customer impact: Patients are not showing as online for their athena Telehealth visits as expected when they’re logged in and are in the virtual waiting room/lobby, beginning October 12, 2026 Workaround: Once a provider or staff member logs into the visit, they will see that patients are online. Estimated time to resolution: Unknown at this time. Next update: We will provide another update when remediation progress or recovery timing changes. We apologize for the disruption and appreciate your patience while we work to resolve this issue.
- monitoring Oct 13, 2026, 05:43 AM UTC
Service health is improving, and teams are validating stability across affected services. Current impact: No broad customer impact is expected at this time, but we will continue monitoring before closing the incident. Next update: We will provide a final update once recovery has been confirmed. We appreciate your patience while we confirm service stability.
- monitoring Oct 13, 2026, 05:43 AM UTC
Service health is improving, and teams are validating stability across affected services. Current impact: No broad customer impact is expected at this time, but we will continue monitoring before closing the incident. Next update: We will provide a final update once recovery has been confirmed. We appreciate your patience while we confirm service stability.
- monitoring Oct 13, 2026, 03:29 PM UTC
The performance issue has been fully resolved, and affected services have returned to normal operation. If you are still experiencing issues, please let us know by navigating to Support > Create Case or Call > Technical Issues and selecting the appropriate technical issue option. If you are unable to access athenaNet, please email [email protected] and include your practice ID and any relevant details. We appreciate your patience while we worked to resolve this issue.
- resolved Oct 13, 2026, 03:29 PM UTC
The performance issue has been fully resolved, and affected services have returned to normal operation. If you are still experiencing issues, please let us know by navigating to Support > Create Case or Call > Technical Issues and selecting the appropriate technical issue option. If you are unable to access athenaNet, please email [email protected] and include your practice ID and any relevant details. We appreciate your patience while we worked to resolve this issue.
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