Forced Logouts & Failed EPCS Prescriptions

Update timeline

1. resolved Apr 28, 2025, 02:43 PM UTC

   Type: Incident Duration: 9 hours and 55 minutes Affected Components: Prescribing, Web Application Apr 28, 15:19:08 GMT+0 - Investigating - Our team continues to investigate this issue with the highest priority. Apr 28, 14:43:54 GMT+0 - Investigating - We are currently investigating reports of users being unexpectedly logged out of the platform. This issue appears to be impacting active sessions, causing users to be signed out without initiating a logout themselves. Our team is actively working to identify the root cause and implement a solution Apr 28, 15:39:55 GMT+0 - Investigating - We believe this issue is also impacting the ability to send controlled substances. We are continuing to investigate and will continue to provide updates approximately every 30 minutes Apr 28, 17:05:45 GMT+0 - Monitoring - We have identified that the cause of users being logged out of their Canvas sessions and unable to send controlled substances is due to a change in our outgoing network IP address, which was updated by our infrastructure provider over the weekend. Our team is actively making the necessary updates and closely monitoring services to ensure stability. We will provide further updates if there are any changes or once the incident has been fully resolved. Thank you for your patience and collaboration as we work to address this issue. Apr 28, 19:40:56 GMT+0 - Monitoring - We continue to monitor logout issues. We have an urgent request into DrFirst for resolution with prescriptions. Apr 29, 00:38:26 GMT+0 - Resolved - Prescribing of controlled substances has now been fully restored across all instances. Users may have experienced a disruption between 8:00–8:30 PM ET while we reconnected to the DrFirst service. This disruption is not expected to occur again, and we sincerely apologize for the inconvenience. We have confirmed that services are operating normally and will continue to monitor to ensure continued stability. Thank you for your patience and collaboration throughout this incident. Please reach out to Canvas Support immediately if you experience additional issues.