DrChrono Outage History

DrChrono is up right now

DrChrono had 34 outages in the last 2 years totaling 223h 22m of downtime — averaging 1.4 incidents per month.

There were 34 DrChrono outages since May 22, 2024 totaling 223h 22m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.drchrono.com

Minor August 13, 2024

Vendor Issue: Quest Diagnostics

Detected by Pingoru
Aug 13, 2024, 10:58 PM UTC
Resolved
Aug 14, 2024, 03:06 AM UTC
Duration
4h 8m
Affected: drchrono.comQuest Diagnostics
Timeline · 3 updates
  1. investigating Aug 13, 2024, 10:58 PM UTC

    Our team is investigating reports of test codes not populating on Quest lab orders. We believe this may be a result of an error with file transmission from certain Quest directory locations to DrChrono. This issue is affecting only a subset of users who are attempting to order labs through Quest via DrChrono. We will continue to use this page to provide updates.

  2. identified Aug 14, 2024, 02:19 AM UTC

    We have determined that there is an issue with the compendium files that we are receiving from Quest for certain directory locations. We are coordinating with Quest to correct this issue. We are also working to restore the previous compendium set for the problematic locations to bring relief until Quest corrects the files.

  3. resolved Aug 14, 2024, 03:06 AM UTC

    We have completed the restoration of the previous compendium and Quest lab ordering should be restored for affected users.

Read the full incident report →

Minor July 30, 2024

DrChrono System Slowness

Detected by Pingoru
Jul 30, 2024, 10:22 PM UTC
Resolved
Jul 31, 2024, 01:51 PM UTC
Duration
15h 28m
Affected: drchrono.comdrchrono iPad EHRdrchrono iPad Check-In Kiosk Application
Timeline · 7 updates
  1. investigating Jul 30, 2024, 10:22 PM UTC

    DrChrono has identified that some users may experience slowness within the application. We are investigating the issue and will post updates every 60 minutes.

  2. investigating Jul 30, 2024, 10:35 PM UTC

    We are continuing to investigate this issue.

  3. identified Jul 30, 2024, 10:45 PM UTC

    We have identified the issue to be related to ongoing API issues with our hosting provider. We are attempting to identify a workaround while they resolve their issue in parallel. We will continue to update this page.

  4. identified Jul 30, 2024, 11:49 PM UTC

    We have identified a workaround and are working to deploy the change to mitigate the errors we are experiencing due to our hosting provider. We will provide another update in 60 minutes.

  5. identified Jul 31, 2024, 12:15 AM UTC

    We have partially deployed the identified workaround to circumvent issues being experienced by a regional outage for several services within our hosting provider. Via internal testing, we can confirm that most users should be able to access the system and experience normal response times. We are working to finalize the deployment of the workaround and will update accordingly.

  6. monitoring Jul 31, 2024, 12:54 AM UTC

    We have fully deployed our workaround to circumvent issues being experienced by a regional outage for several services within our hosting provider. Users should be experiencing normal response times. For users that are not, please contact support. We are continuing to monitor in case additional changes are necessary.

  7. resolved Jul 31, 2024, 01:51 PM UTC

    As of 12am ET, our hosting provider resolved the issues experienced for several services within our primary region. As of 8:30 ET this morning, we verified their fix and removed workarounds that were temporarily put in place. After a period of monitoring, we can confirm users are experiencing normal response times. We are transitioning this from monitoring to considered resolved.

Read the full incident report →

Minor July 25, 2024

Clinical Template Generative Text on Preview Note

Detected by Pingoru
Jul 25, 2024, 08:23 PM UTC
Resolved
Jul 29, 2024, 12:03 PM UTC
Duration
3d 15h
Affected: drchrono.comdrchrono iPad EHR
Timeline · 8 updates
  1. investigating Jul 25, 2024, 08:23 PM UTC

    We are investigating user reports of changes made in the clinical charting template not generating the expected text on the clinical note preview. Our team understands the impact this poses to affected users and we are approaching this with the highest priority. We will provide an additional update as soon as possible.

  2. identified Jul 25, 2024, 09:03 PM UTC

    We have identified two issues that users may be experiencing. Issue #1: Generative text from Smart Switch fields and any child fields tied to the Smart Switch does not render in the clinical note preview. Issue #2: Generative text from switch fields that have been turned off persist in the clinical note preview.Affected users may also experience billing codes tied to these switch fields that persist in the clinical note preview when the switch is disabled. Our team is working diligently to make changes related to these issues, test thoroughly and release to end users. We will provide additional updates as progress is made.

  3. identified Jul 25, 2024, 10:24 PM UTC

    We are continuing work to implement a solution and will continue to provide updates as we have them. We appreciate your patience while we work to resolve this issue.

  4. identified Jul 25, 2024, 11:35 PM UTC

    We have developed a plan to correct this issue and we are testing our potential fix in a non-production environment. We will continue to provide updates as we progress through testing and communicate the expected resolution time as soon as that is available.

  5. identified Jul 26, 2024, 01:08 AM UTC

    Testing of our correction in our non-production environment is progressing positively. We will be Sharing an expected resolution time in our next post.

  6. identified Jul 26, 2024, 01:24 AM UTC

    Testing of our correction in our non-production environment has proven successful. Our team is focusing on preparing for the deployment to our production environment. Estimated time to complete the production deployment is 60-90 minutes.

  7. monitoring Jul 26, 2024, 03:32 AM UTC

    We have deployed the fix for the issues related to generative text from smart switch fields and its inclusion in previewed notes and expect users to see resolution. We will continue to monitor tonight and tomorrow through a period of normal utilization of the platform during core hours of usage.

  8. resolved Jul 29, 2024, 12:03 PM UTC

    Our team has not identified any further issues with generative text from smart switch fields since the release of the change on Thursday night. We are transitioning from the monitoring phase to considering this issue as resolved.

Read the full incident report →

Critical July 25, 2024

Vendor Outage Quest Diagnostics

Detected by Pingoru
Jul 25, 2024, 04:30 PM UTC
Resolved
Jul 25, 2024, 06:29 PM UTC
Duration
1h 58m
Affected: Quest Diagnostics
Timeline · 2 updates
  1. investigating Jul 25, 2024, 04:30 PM UTC

    Quest Diagnostics has confirmed they are experiencing issues on their end. Our team is working with them to restore functionality. This will affect your ability to send and receive orders. We will use this page to provide updates.

  2. resolved Jul 25, 2024, 06:29 PM UTC

    Quest has resolved their issues. We are sorry for any issues this may have caused.

Read the full incident report →

Notice July 19, 2024

CrowdStrike Global Outage and Support

Detected by Pingoru
Jul 19, 2024, 06:02 PM UTC
Resolved
Jul 22, 2024, 09:06 PM UTC
Duration
3d 3h
Affected: drchrono.com
Timeline · 3 updates
  1. monitoring Jul 19, 2024, 06:02 PM UTC

    There is an ongoing widespread and global issue affecting Microsoft systems triggered by a third-party security vendor. This situation could affect certain system availability related to our vendors and trading partners. We are actively monitoring the global issue and will provide updates as available.

  2. monitoring Jul 19, 2024, 06:03 PM UTC

    There is an ongoing widespread and global issue affecting Microsoft systems triggered by a third-party security vendor. This situation could affect certain system availability related to our vendors and trading partners. We are actively monitoring the global issue and will provide updates as available.

  3. resolved Jul 22, 2024, 09:06 PM UTC

    Microsoft systems third-party security vendor, Crowdstrike has communicated that the global issue is resolved. We will continue to monitor. https://www.crowdstrike.com/falcon-content-update-remediation-and-guidance-hub/

Read the full incident report →

Critical July 11, 2024

Partner ID.me Outage

Detected by Pingoru
Jul 11, 2024, 05:11 PM UTC
Resolved
Jul 11, 2024, 11:16 PM UTC
Duration
6h 4m
Affected: ID.ME
Timeline · 3 updates
  1. identified Jul 11, 2024, 05:11 PM UTC

    We have been notified by our vendor ID.me that they are currently experiencing a service outage. This will effect your ability to send prescriptions. You can follow their status page here: https://status.id.me/. We will continue to monitor this page with updates.

  2. monitoring Jul 11, 2024, 10:06 PM UTC

    Our vendor, ID.me, has implemented a fix and is currently monitoring the results. The ability to send prescriptions may still be affected as ID.me services are restored. You can monitor their progress at https://status.id.me/. We will continue to monitor this until ID.me is fully restored.

  3. resolved Jul 11, 2024, 11:16 PM UTC

    We have been made aware that the issues with ID.me have been resolved. We are sorry for any issues this may have caused.

Read the full incident report →

Major June 24, 2024

OnPatient Issues

Detected by Pingoru
Jun 24, 2024, 11:51 AM UTC
Resolved
Jun 24, 2024, 10:07 PM UTC
Duration
10h 16m
Affected: onpatient.comonpatient iPhone PHR
Timeline · 3 updates
  1. investigating Jun 24, 2024, 11:51 AM UTC

    Our team is aware of an issue with OnPatient. We are working diligently to resolve this issue. We will continue to use this page to update the status of our progress.

  2. monitoring Jun 24, 2024, 12:16 PM UTC

    We have implemented a fix. Please note that it may take 15-30 minutes for the fix to take effect for some users. We will continue to monitor the situation until it is fully resolved. We will continue to update this status page.

  3. resolved Jun 24, 2024, 10:07 PM UTC

    OnPatient issues have been resolved. We are sorry for any issues this may have caused.

Read the full incident report →

Minor May 24, 2024

DrChrono Payments

Detected by Pingoru
May 24, 2024, 01:57 PM UTC
Resolved
May 24, 2024, 02:08 PM UTC
Duration
11m
Affected: drchrono.comdrchrono iPad EHRdrchrono iPad Check-In Kiosk ApplicationDrChrono Telehealth Platform
Timeline · 2 updates
  1. investigating May 24, 2024, 01:57 PM UTC

    We are aware that some users may be experiencing an issue with their DrChrono Payments accounts appearing unlinked within DrChrono in the account settings. The back-end integrity of the connection between impacted users' accounts and DrChrono Payments is not affected, however, users may only see the "Enroll with DrChrono Payments Now" button in the Patient Payments set-up screen. This may impact the ability to successfully run patient payments for DrChrono Payments users. Our team is investigating and we will update you as soon as we have further information

  2. resolved May 24, 2024, 02:08 PM UTC

    DrChrono has resolved the issue around payments. We are sorry for any issues this may have caused. Please reach out to support with any questions.

Read the full incident report →

Minor May 22, 2024

Quest Lab Results

Detected by Pingoru
May 22, 2024, 03:28 PM UTC
Resolved
May 23, 2024, 01:59 PM UTC
Duration
22h 30m
Affected: Quest Diagnostics
Timeline · 3 updates
  1. investigating May 22, 2024, 03:28 PM UTC

    We are currently experiencing an issue importing lab results from Quest Labs. Our engineering team is aware of the issue and is actively working towards a resolution in partnership with Quest Labs. Lab result delivery may be delayed until the issue is resolved.

  2. identified May 22, 2024, 04:19 PM UTC

    The issue has been identified and a fix is being implemented.

  3. resolved May 23, 2024, 01:59 PM UTC

    The DrChrono team has resolved issues with Quest Labs. We are sorry for any inconveniences this caused. If you have any further questions please reach out to support.

Read the full incident report →