Intermittent Performance Issues - Patient Engagement (RxInform)

Update timeline

1. resolved Aug 06, 2025, 11:34 PM UTC

   Last night we had a production release that resulted in an issue with our ability to process prescriptions and trigger messages. Due to the buildup in our queue, we began returning errors in our API responses. We rolled back the release around 11:15am ET. This rollback successfully addressed the processing for most sites, but we did continue to see performance issues for some sites that prevented our ability to process new messages. Our development team successfully identified the issue and released a fix this afternoon that will allow messages to begin to process again for those remaining impacted sites. In order for this fix to take effect, these remaining impacted sites will need to restart their interfaces so messages can begin to process again. Our CSM team will be reaching out to these sites to communicate this information and our team will continue to monitor the application to ensure successful processing. We understand that this issue may have caused some inconvenience, and we sincerely apologize for any disruption it may have caused. We appreciate your patience while we worked to resolve this. If you continue to experience any problems or have any further questions, please don't hesitate to contact us.