Notification - Biotrack DNS Issues New Mexico Only

Update timeline

1. monitoring Jun 03, 2025, 04:22 PM UTC

   Hello, We have received notification from BioTrack that they are currently having a disruption with DNS connectivity in New Mexico. The formal statement is below and we will continue to monitor and provide updates as they work to resolve the connectivity issues. Currently Cova customers are unable to access traceability settings in Cova HUB, receive manifests, or process adjustments via API. Sales may also fail to submit to BioTrack, but can be reprocessed from the Traceability Dashboard once BioTrack and the state resolve the DNS problems. Thank you, -Cova Support Team "Dear New Mexico Operators, We’re aware that you may be experiencing issues accessing the patient portal and the trace seed-to-sale system. The disruption is due to the State's DNS. Our team is actively working with the State to resolve this as quickly as possible. We’ll provide an update as soon as access is fully restored. We apologize for any inconvenience and appreciate your patience in the meantime. -The BioTrack Team"

2. resolved Jun 03, 2025, 07:51 PM UTC

   Hello, We've received communication from BioTrack that the issues related to the State's DNS have been resolved. Manifests are now populating in HUB and sales are being submitted to BioTrack as expected. We encourage all New Mexico retailers to check their Traceability Dashboard to verify all sales have been resubmitted from disruption and to contact our support team with any questions. The communication from BioTrack is below for reference. Thank you, -Cova Support Team "Dear New Mexico Operators, Access to the patient portal and the trace seed-to-sale system has been restored. The earlier disruption was related to the State's DNS, which has now been resolved. Thank you for your patience and understanding as we worked with the State to address this. -The BioTrack Team"