Elixir Outage History

Started Jul 06, 2026, 09:37 PM UTC· resolved Jul 06, 2026, 11:02 PM UTC

1. identified Jul 06, 2026, 09:37 PM UTC

   We are aware of an issue affecting inbound emails from Elixir being delayed. Our investigation has identified that this is related to a current service disruption with Postmark. Here is the Postmark status page https://status.postmarkapp.com/ As a result, emails sent into Elixir will be delayed in being delivered. We are monitoring the situation and will provide further updates as they become available.

2. resolved Jul 06, 2026, 11:02 PM UTC

   Postmark has resolved this issue. All emails that were delayed should be sent out.

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Started Jul 06, 2026, 12:38 AM UTC· resolved Jul 06, 2026, 06:50 AM UTC

1. identified Jul 06, 2026, 12:38 AM UTC

   We have had an outage on one of our messaging services. This service sends Healthlink letters, ARTPs, Test Requests and prescriptions via Healthlink to EDI destinations. The messaging service failed on Thursday morning last week (2 July) and was working again at 9am this morning. Here's what you need to know: * Today's Healthlink transmissions sent after 9:00am are unaffected. * Emails are unaffected by this issue. * This morning we have sent all delayed ARTPs, Test requests and HL7 prescriptions. These are now delivered, but please be aware that this correspondence was delayed. * We are working on identifying and re-queueing letters which were generated between Thursday morning and 9:00am this morning. Once we have identified the letters we will re-submit them to the message queue. You don't need to do anything, but please be aware that the affected Healthlink letters were delayed. We expect to have these delayed letters delivered by end of day today. We will confirm once all the delayed letters are delivered. Our apologies for any impact that this outage may have had on your business. As always, please contact us with any concerns

2. identified Jul 06, 2026, 03:19 AM UTC

   Re-queueing of unsent letters is proceeding as planned, we estimate a few hours remain before completion.

3. resolved Jul 06, 2026, 06:50 AM UTC

   All delayed Healthlink messages have now been sent.

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Started Jul 01, 2026, 11:41 PM UTC· resolved Jul 02, 2026, 12:38 AM UTC

1. identified Jul 01, 2026, 11:41 PM UTC

   Some users are currently experiencing issues when attempting to edit patient records or patient notes. A fix is currently being implemented and should be available shortly. We apologize for any inconvenience caused

2. identified Jul 01, 2026, 11:57 PM UTC

   We have a solution being deployed out now and waiting for the changes to build.

3. resolved Jul 02, 2026, 12:38 AM UTC

   This incident has been resolved.

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Started Jun 24, 2026, 05:25 AM UTC· resolved Jun 24, 2026, 09:32 AM UTC

1. investigating Jun 24, 2026, 05:25 AM UTC

   We are investigating an issue when sending Letters and ARTP's with certain attachments.

2. investigating Jun 24, 2026, 06:07 AM UTC

   We are continuing to investigate this issue. It is an intermittent issue affecting sending documents that include an attachment, logo etc. This may include prescriptions, letters, ARTP's etc.

3. resolved Jun 24, 2026, 09:32 AM UTC

   This incident is now resolved.

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Started Jun 04, 2026, 11:26 PM UTC· resolved Jun 05, 2026, 01:49 AM UTC

1. monitoring Jun 04, 2026, 11:26 PM UTC

   We are aware of an issue affecting outbound emails from Elixir. Our investigation has identified that this is related to a current service disruption with Postmark. Here is the Postmark status page https://status.postmarkapp.com/ As a result, emails sent from Elixir will be delayed in being delivered. We are monitoring the situation and will provide further updates as they become available.

2. resolved Jun 05, 2026, 01:49 AM UTC

   This incident has been resolved.

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Started Jun 04, 2026, 01:53 AM UTC· resolved Jun 04, 2026, 03:34 AM UTC

1. identified Jun 04, 2026, 01:53 AM UTC

   We are aware of an issue affecting the creation and editing of notes and letters in Elixir. Our investigation has identified that this is related to a current service issue with Heidi. You can view the latest status updates here: https://status.heidihealth.com/?utm_source=chatgpt.com As a temporary workaround, we recommend disabling Heidi within Elixir. To do this: 1. Click your profile icon in the top-right corner. 2. Untick "Enable Heidi". Once Heidi's service has been restored, you can re-enable this setting if required. We apologise for any inconvenience and appreciate your patience while this issue is being resolved.

2. resolved Jun 04, 2026, 03:34 AM UTC

   The Heidi service issue has been resolved. Notes and Letters should now be fully operational.

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Started May 28, 2026, 09:02 PM UTC· resolved May 29, 2026, 12:30 AM UTC

1. identified May 28, 2026, 09:02 PM UTC

   An unplanned OUTAGE of eOrder electronic lab ordering is currently occurring. The Awanui Labs eOrder system is currently unavailable due to a connection issue. Please revert to down-time procedures. How long will this take to be resolved? Awanui are investigating the issue - there is no ETA at present.

2. identified May 28, 2026, 10:59 PM UTC

   Awanui are hoping to have a resolution for this issue in the near future.

3. resolved May 29, 2026, 03:33 AM UTC

   This incident has been resolved.

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Started May 19, 2026, 10:45 PM UTC· resolved May 20, 2026, 08:13 PM UTC

1. investigating May 19, 2026, 10:45 PM UTC

   Server Outage What's affected: We are currently experiencing an issue with one of our server hosting providers, which is affecting some parts of the system. The following services may be unavailable or not working as expected: Saving and sending prescriptions Scheduled text messages Public API access Vendor integrations, including Medow Our team is actively investigating the problem and working to restore services as quickly as possible. We apologise for the disruption and appreciate your patience while we work to resolve the issue.

2. identified May 19, 2026, 10:52 PM UTC

   Our service provider has identified the cause of the disruption and are working on a fix. The following services may be unavailable or not working as expected: Saving and sending prescriptions Scheduled text messages Public API access Vendor integrations, including Medow.

3. identified May 20, 2026, 12:21 AM UTC

   Our provider is taking longer to resolve this than we expected so we are developing a workaround now.

4. identified May 20, 2026, 01:27 AM UTC

   Our workaround has been deployed for prescriptions, they should be working as normal now. We will continue to apply workarounds for the Vendor and Public API's (Medow integration etc).

5. identified May 20, 2026, 01:32 AM UTC

   We have successfully implemented a workaround for prescriptions, which are now working as expected. The below items are still affected by our service provider: - Scheduled text messages - Public API access - Vendor integrations, including Medow.

6. identified May 20, 2026, 04:21 AM UTC

   We have successfully implemented a workaround for prescriptions, Public API access and Vendor integrations, including Medow, which are now working as expected. The below items are still affected by our service provider: - Scheduled text messages

7. resolved May 20, 2026, 08:13 PM UTC

   This incident has been resolved

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Started May 11, 2026, 12:33 AM UTC· resolved May 11, 2026, 01:17 AM UTC

1. monitoring May 11, 2026, 12:33 AM UTC

   We are currently experiencing issues caused by an ongoing incident with Xero. Users may experience: - Slow invoicing in Elixir - Inability to mark items as paid - Xero Account connections disconnecting when invoicing or marking invoices as paid - Xero Account connections disconnecting repeatedly even after re-establishing the connection Xero is aware of the issue and is continuing to investigate. Please refer to the Xero Status Page for further updates. https://status.xero.com/

2. resolved May 11, 2026, 01:17 AM UTC

   This incident has been resolved.

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Started Mar 12, 2026, 09:56 AM UTC· resolved Mar 12, 2026, 10:11 AM UTC

1. investigating Mar 12, 2026, 09:56 AM UTC

   Previewing/sending letters, or printing/sending prescriptions is resulting in a "Failed to generate PDF (write error)" error. We are investigating this now.

2. identified Mar 12, 2026, 10:03 AM UTC

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

3. resolved Mar 12, 2026, 10:11 AM UTC

   This incident has been resolved.

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Started Nov 11, 2025, 09:55 PM UTC· resolved Nov 11, 2025, 10:09 PM UTC

1. investigating Nov 11, 2025, 09:55 PM UTC

   We are investigating this issue urgently.

2. monitoring Nov 11, 2025, 09:59 PM UTC

   This issue has now been resolved. If you still get the error you may need to refresh your browser and clear your cache again.

3. resolved Nov 11, 2025, 10:09 PM UTC

   This issue has now been resolved.

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Started Oct 28, 2025, 11:07 PM UTC· resolved Oct 29, 2025, 01:55 AM UTC

1. investigating Oct 28, 2025, 11:07 PM UTC

   We are investigating an issue where users are getting "request: failed" errors when sending or previewing letters, test requests, prescriptions, and any other note that uses a logo, signature, attachments, letterhead, or footer. We believe this could be related to the recent AWS outage as the symptoms are similar. While this is happening we suggest saving as drafts so they can be sent when sending is operational again.

2. monitoring Oct 28, 2025, 11:38 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Oct 29, 2025, 12:03 AM UTC

   We are currently investigating an issue affecting the sending of prescriptions. While this is happening we suggest saving prescriptions as drafts so they can be sent when sending is operational again.

4. monitoring Oct 29, 2025, 12:39 AM UTC

   A fix for the prescriptions issue has been implemented and we are monitoring the results.

5. resolved Oct 29, 2025, 01:55 AM UTC

   This incident has been resolved

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Started Oct 24, 2025, 12:35 AM UTC· resolved Oct 24, 2025, 04:03 AM UTC

1. investigating Oct 24, 2025, 12:35 AM UTC

   We are investigating an issue where users are getting "request: failed" errors when sending or previewing letters. We believe this could be related to the recent AWS outage as the symptoms are similar. While this is happening we suggest saving letters as drafts so they can be sent when sending is operational again.

2. investigating Oct 24, 2025, 12:44 AM UTC

   This issue is also affecting test requests, prescriptions, and any other note that uses a logo, signature, attachments, letterhead, or footer.

3. monitoring Oct 24, 2025, 02:02 AM UTC

   Letter sending and attachment related issues now appear to be resolved. Please try sending your saved draft letters again.

4. resolved Oct 24, 2025, 04:03 AM UTC

   This incident has been resolved.

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Started Oct 20, 2025, 06:31 PM UTC· resolved Oct 21, 2025, 08:13 AM UTC

1. identified Oct 20, 2025, 06:31 PM UTC

   There is a current global outage affecting our hosting provider AWS. Elixir is mostly operational, however some users are having issues with Authy 2FA. If you cannot get into your account, please ask a member of your team who has access to Elixir to create you a temporary account using a unique email address.

2. identified Oct 20, 2025, 09:01 PM UTC

   There are still issues with our upstream provider and we will continue to monitor the situation. We have a process in place if you still cannot access your account, please call 03 281 8289 for support. Xero have also reported issues with their platform. You can monitor their updates here: https://status.xero.com/incidents/8q1vxrlwpkcp

3. monitoring Oct 20, 2025, 09:15 PM UTC

   Authy 2FA appears to be working again now. We will continue to monitor the situation. We recommend you tick "Remember this device" so that Authy will not prompt you to verify your login on that specific device for the next 30 days. We recommend users who created temporary accounts to switch back to their normal login account once they have regained access.

4. resolved Oct 21, 2025, 08:13 AM UTC

   Both Xero and Aws have reported everything is running as normal now.

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Started Jun 12, 2025, 08:48 PM UTC· resolved Jun 12, 2025, 08:51 PM UTC

1. investigating Jun 12, 2025, 08:48 PM UTC

   We are aware of an issue involving sending letters via Healthlink. We are currently investigating this issue.

2. identified Jun 12, 2025, 08:49 PM UTC

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

3. monitoring Jun 12, 2025, 08:50 PM UTC

   A fix has been implemented. Our internal tests show this is now working.

4. resolved Jun 12, 2025, 08:51 PM UTC

   This incident has been resolved.

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Started May 30, 2025, 02:30 AM UTC· resolved May 30, 2025, 02:45 AM UTC

1. investigating May 30, 2025, 02:30 AM UTC

   We are getting some reports of Elixir having trouble with logging in and accessing patients files. We are aware of the issue and working on a resolution.

2. identified May 30, 2025, 02:30 AM UTC

   We have identified the issue and are currently working on a fix.

3. monitoring May 30, 2025, 02:39 AM UTC

   A fix has been pushed and we are now monitoring the incident.

4. resolved May 30, 2025, 02:45 AM UTC

   This incident has been resolved.

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Started Mar 27, 2025, 01:41 AM UTC· resolved Mar 27, 2025, 08:12 AM UTC

1. identified Mar 27, 2025, 01:41 AM UTC

   ACC have notified us of an issue which is currently affecting SendInvoice submissions only. Although your submissions appear successful, these have failed since 12.05pm yesterday and have not been received by ACC. ACC are investigating with urgency, and they apologise for the inconvenience. We will update this status page with further guidance on next steps once ACC give us an update.

2. resolved Mar 27, 2025, 08:12 AM UTC

   ACC have informed us that today's SendInvoice outage has now been resolved. Any invoice submissions sent from 12.05pm on Wednesday 26 March until now should be resent, even though they show as successful submissions within your SendInvoice submission history. Please let ACC know if you encounter any further difficulties. They apologise for the inconvenience this has caused, particularly nearing month-end.

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Started Mar 26, 2025, 01:00 AM UTC· resolved Mar 26, 2025, 02:10 AM UTC

1. investigating Mar 26, 2025, 01:00 AM UTC

   We are investigating an issue with ACC18 submissions failing.

2. identified Mar 26, 2025, 01:55 AM UTC

   We've found the issue, and deploying a fix now.

3. resolved Mar 26, 2025, 02:10 AM UTC

   This incident has been resolved.

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Started Feb 20, 2025, 11:42 PM UTC· resolved Feb 20, 2025, 11:52 PM UTC

1. investigating Feb 20, 2025, 11:42 PM UTC

   We have been alerted that some of our users cannot log into Elixir. We are currently investigating the cause

2. identified Feb 20, 2025, 11:45 PM UTC

   We have identified that Authy, our Two-factor Authentication software, is causing the issue associated with the inability to log into Elixir. We are working to resolve the issue.

3. resolved Feb 20, 2025, 11:52 PM UTC

   The issue related to logging in with Authy is now resolved.

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Started Feb 11, 2025, 10:17 AM UTC· resolved Feb 11, 2025, 10:17 AM UTC

1. resolved Feb 11, 2025, 10:17 AM UTC

   We recognise that currently some of your templates are appearing differently than before the change once they are turned into a PDF and printed. We have identified that there was a bug with our old PDF creator that was reducing the size of the fonts in the PDF created. What in Elixir was marked as size 12 font, was applying to the letter at more like size 10. With the latest update, font sizes are correct. There is also a known bug that our developers are working on where sometimes the text editor box does not reflect fonts and font size defaults. The PDFs that are output use your configuration correctly.

2. postmortem Feb 11, 2025, 10:18 AM UTC

   Elixir recently deployed some changes to how we create PDFs, which has caused some changes in how your letters may look. We would like to sincerely apologise for the frustration this has caused you, we appreciate that letters leaving your practice are crucial to the way you present yourselves to patients and colleagues. There were a mix of issues, and full details are outlined below. In summary though: * We made some mistakes in how we implemented the change. * Our beta testers were let down as we didn’t let them know about specific changes to give feedback on. * Resolving how your letters look will require manual review at your end - documentation is available below. * We have changed our internal policies to reduce the chance of changes being deployed without more detailed testing in the future. ## Letter View Changes Over the last two weeks, we have received widespread reports of issues with how your letters, printed prescriptions and lab requests and other printable items appear. We wanted to lay out what happened, how you can resolve any outstanding issues and what we are changing in order that it doesn’t happen again. In 2024 our development team identified that the software we use to create PDFs was no longer going to be supported, so started the process of identifying and deploying a replacement for this crucial task. The updated PDF system also allows us to provide greater flexibility and customisations around things like Op Lists, Agendas, Letter design etc. ## Fix for Outstanding Issues ### Letter Sizing A common theme across many of the issues you have raised is that letters seem larger, and no longer fit on a single page. We have identified that there was a bug with our old PDF creator that was reducing the size of the fonts in the PDF created. What in Elixir was marked as size 12 font, was applying to the letter at more like size 10. With the latest update, font sizes are correct. Our recommended fix is to reduce your Team default font size in the following menu: * \[Admin\] >> \[Setup\] >> \[Team\] >> \[Letter Settings\] >> \[Edit\] Depending on whether custom preferences have been set for your consultant accounts, you may also need to check under their ‘Edit Letterhead’ menu. * \[Admin\] >> \[Setup\] >> \[Users\] >> \[Edit\] >> \[Edit Letterhead\] ‌ Due to the font size changes being caused by a bug we fixed in third party software, there is unfortunately no change we can make to “fix” all letters that are suddenly taking up more space. Fixing letters will require users reviewing all their templates and letter font settings to ensure that they look as they want them to. We are including with this message a simple description of how font preferences flow through the system, and including this in our documentation regarding letter templates. ### Testing and Beta Users Policy We have reviewed and are changing how we run our testing to ensure we don’t let down our wonderful beta testers by not giving them more opportunities for feedback. If you are a beta user, we will be reaching out to you soon to let you know what we are changing. If you are not a beta tester, you can be assured that we have closed the loophole that allowed feature changes to be deployed without gathering detailed feedback from our beta testers. # Incident Report ### What Happened Our development team identified that the software we use to create PDFs was no longer going to be supported, so started the process of identifying and deploying a replacement for this crucial task. The updated PDF system also allows us to provide greater flexibility and customisations around things like Op Lists, Agendas, Letter design etc. Once a solution was identified, we completed internal testing and published it to our beta users on the 11th December. Beta users were not informed of this specific change, we were relying on them noticing any issues in the course of their work. There were some issues reported from our beta users, which we resolved over the subsequent weeks. Without any further issues reported we rolled it out to the main version of Elixir on Thursday 23rd January. Our users quickly found some issues that were missed by our testing. We identified that we had not included some additional fonts in the configuration which resulted in letters being generated using default fonts. This issue was resolved by 4pm on Monday 27th February. Since then, we have had other feedback regarding the font spacing and size. We have been helping users as issues are reported in this area while we completed a full review and designed a plan to stop this happening again. ### Cause of Outstanding Issues We recognise that currently some of your templates are appearing differently than before the change once they are turned into a PDF and printed. We have identified that there was a bug with our old PDF creator that was reducing the size of the fonts in the PDF created. What in Elixir was marked as size 12 font, was applying to the letter at more like size 10. With the latest update, font sizes are correct. There is also a known bug that our developers are working on where sometimes the text editor box does not reflect fonts and font size defaults. The PDFs that are output use your configuration correctly. We have identified that our documentation could be improved when it comes to explaining the interaction between Team-wide letter settings, user letter settings and what is entered into templates.

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Started Feb 10, 2025, 12:26 AM UTC· resolved Feb 10, 2025, 01:37 AM UTC

1. identified Feb 10, 2025, 12:26 AM UTC

   We have identified an issue where the letter PDF Preview button is intermittently not working and some file uploads are timing out. Letters are still sending correctly, but the preview is sometimes timing out. We are investigating this in detail now.

2. identified Feb 10, 2025, 12:36 AM UTC

   We have identified the issue, and working on a fix now.

3. monitoring Feb 10, 2025, 01:29 AM UTC

   A fix has been implemented and we're keeping an eye on any issues.

4. resolved Feb 10, 2025, 01:37 AM UTC

   This incident has been resolved.

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Started Jan 31, 2025, 01:15 AM UTC· resolved Jan 31, 2025, 02:59 AM UTC

1. investigating Jan 31, 2025, 01:15 AM UTC

   We are investigating reports that the Xero connection is reporting errors. Please monitor this issue for updates.

2. investigating Jan 31, 2025, 01:31 AM UTC

   At this stage it appears the problem could be with the Xero API. We have submitted an error report to Xero and will keep this issue updated.

3. monitoring Jan 31, 2025, 01:43 AM UTC

   Xero have resolved the issue. Our testing confirms the same on this side. We'll monitor this closely for the next hour.

4. resolved Jan 31, 2025, 02:59 AM UTC

   This incident has been resolved.

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Started Jan 22, 2025, 10:07 PM UTC· resolved Jan 22, 2025, 11:44 PM UTC

1. investigating Jan 22, 2025, 10:07 PM UTC

   We are currently investigating an issue with sending Healthlink Messages from Elixir.

2. investigating Jan 22, 2025, 10:13 PM UTC

   We have identified an issue affecting outgoing Healthlink messages. While incoming messages are being received without problems, sending messages is currently impacted.

3. monitoring Jan 22, 2025, 11:29 PM UTC

   We have resolved the issue related to Healthlink messages not sending. We are now working on a solution to send the messages that have been affected.

4. monitoring Jan 22, 2025, 11:31 PM UTC

   We are continuing to monitor for any further issues.

5. monitoring Jan 22, 2025, 11:31 PM UTC

   We have resolved the issue related to Healthlink messages not sending. We are now working on a solution to send the messages that have been affected.

6. resolved Jan 22, 2025, 11:44 PM UTC

   This incident has been resolved.

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Started Nov 17, 2024, 09:30 PM UTC· resolved Nov 17, 2024, 10:40 PM UTC

1. identified Nov 17, 2024, 09:30 PM UTC

   Xero has alerted us to an issue they are experiencing. Some users are receiving errors when previewing or sending an online invoice from Xero. See Xero's Incident Status here: https://status.xero.com/incidents/2t9pr90ydfvv

2. monitoring Nov 17, 2024, 10:12 PM UTC

   Xero have implemented a fix and are monitoring the results

3. resolved Nov 17, 2024, 10:40 PM UTC

   This incident has been resolved.

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