Canvas Medical incident
Prescription Errors - "gateway could not be reached"
Resolved after 7 hours 27 minutes, affecting Prescribing, on September 13, 2026.
Service has been restored to Surescripts. All incoming and outgoing messages to Surescripts are now sending successfully. Previous prescriptions with errors will need to be resent. Thank you for your patience while this issue was resolved.
Affected components
Update timeline
- investigating Sep 13, 2026, 06:28 PM UTC
We are aware and actively investigating errors on all electronic prescriptions stating `{'detail': 'The e-prescribing gateway could not be reached.}` We are currently investigating this incident.
- identified Sep 13, 2026, 06:36 PM UTC
We have identified the issue and are working with Surescripts for a resolution plan. Please follow for additional updates.
- identified Sep 13, 2026, 07:05 PM UTC
Surescripts has responded to our emergency ticket and we’re now following their recommended process. Further updates will be provided as information is received.
- identified Sep 13, 2026, 08:00 PM UTC
We are continuing to work with Surescripts towards a resolution. We will provide updates as soon as new information is available.
- identified Sep 13, 2026, 11:06 PM UTC
The Canvas team continues to work closely with a Surescripts escalation team. Additional updates will be provided as information is available.
- resolved Sep 14, 2026, 01:56 AM UTC
Service has been restored to Surescripts. All incoming and outgoing messages to Surescripts are now sending successfully. Previous prescriptions with errors will need to be resent. Thank you for your patience while this issue was resolved.
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