Ensora Health Outage History

Started Sep 03, 2026, 03:05 PM UTC· resolved Sep 04, 2026, 04:03 PM UTC

1. investigating Sep 03, 2026, 03:05 PM UTC

   We are aware of reports that some users are experiencing performance issues in various areas of the application. Our team is actively investigating and will provide updates as soon as more information becomes available.

2. resolved Sep 04, 2026, 04:03 PM UTC

   We have completed an update to reconcile payer sequence information in Procentive and ensure records are aligned correctly. This update restored payer sequence data using a system snapshot taken at approximately 2:00 AM CT on September 3, 2026, and was completed on September 4, 2026 at 10:15 AM CT. If your organization made any changes to payer order or sequence for a client between 2:00 AM CT on September 3 and 10:15 AM CT on September 4, those changes may have been reverted by this update and will need to be reviewed and reapplied. Without this review, affected claims could go out with an incorrect payer order, which may lead to rejections or misrouted payments. If you have questions or need help reviewing records, contact our contact our support team at [email protected] or call 877-288-5583 for assistance.

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Started Sep 01, 2026, 08:00 PM UTC· resolved Sep 04, 2026, 01:17 AM UTC

1. investigating Sep 01, 2026, 08:00 PM UTC

   We are currently investigating an issue with Exostar EPCS registrations. Some users may be unable to order an Exostar hardware token. Please use the Report Bug feature if you encounter an issue with registration. Note that this issue is not affecting EPCS signing, and is not affecting ID.me systems.

2. identified Sep 03, 2026, 03:36 PM UTC

   We will be applying a hotfix to address the Exostar registration issues at 9pm Central time 9/3/2026.

3. resolved Sep 04, 2026, 01:17 AM UTC

   This incident has been resolved.

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Started May 21, 2026, 02:00 PM UTC· resolved May 21, 2026, 02:00 PM UTC

1. resolved May 21, 2026, 05:09 PM UTC

   We experienced a brief period of degraded performance due to increased load on the database caused by a specific query. This resulted in temporary application unresponsiveness. The issue was quickly identified and resolved by terminating the query, and system performance has since returned to normal. The parameters of this query have been refined to avoid any future disruption.

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Started May 21, 2026, 01:00 PM UTC· resolved May 21, 2026, 01:00 PM UTC

1. resolved May 22, 2026, 03:09 PM UTC

   Walgreens Pharmacy experienced an unexpected disruption in service and they had engaged their Message Queue Service. All e-prescribing messages to this receiver were placed in a queue and released when connectivity was restored this morning. Prescriptions should now be routing to Walgreens pharmacy as normal.

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Started May 15, 2026, 01:05 PM UTC· resolved May 15, 2026, 03:01 PM UTC

1. identified May 15, 2026, 01:05 PM UTC

   We are aware of the Azure Quota Host Limit – No Available Resources issue currently affecting the environment. Our team is actively working toward resolving this, and we expect services to be restored shortly. We appreciate your patience and understanding while we address the matter.

2. monitoring May 15, 2026, 01:45 PM UTC

   Connectivity has now been fully restored, and all affected services are operating normally. We ask that users begin retrying their actions at this time to confirm full functionality on their end. If anyone continues to experience errors or notices any unexpected behavior, please report it to us immediately so we can investigate further.

3. resolved May 15, 2026, 03:01 PM UTC

   Incident Update – Service Restored We have successfully resolved the incident, and all services are now operating normally. Connectivity and system functionality have been fully restored. We ask that users resume their activities and verify that everything is working as expected on their end. If any issues persist or if you observe unexpected behavior, please report it to us so we can investigate promptly.

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Started May 09, 2026, 03:32 PM UTC· resolved May 10, 2026, 04:04 AM UTC

1. investigating May 09, 2026, 03:32 PM UTC

   Some prescribers are encountering EPCS signing issues when using the Exostar services. We are working with Exostar to investigate the issue. This may result in CS scripts failing to transmit. Please use alternative means to contact the pharmacy if the situation is urgent.

2. resolved May 10, 2026, 04:04 AM UTC

   We have seen almost all impacted users now prescribing controlled substances normally. We are helping individual doctors that have ongoing issues separately.

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Started Apr 27, 2026, 03:41 PM UTC· resolved Apr 28, 2026, 03:40 PM UTC

1. identified Apr 27, 2026, 03:41 PM UTC

   We are currently experiencing an interruption affecting Support Request case submissions. At this time, cases submitted through our customer portal or via email may be delayed in being received and responded to. The underlying issue has been identified, and our team is actively working with our support ticket management system provider to resolve this as quickly as possible. We will provide updates as more information becomes available.

2. monitoring Apr 27, 2026, 05:24 PM UTC

   We are now able to receive new Support case submissions through our portal and email. Our team is actively monitoring to ensure all cases have been successfully received and is working through any delayed requests. We will continue to monitor closely and provide further updates as needed.

3. resolved Apr 28, 2026, 03:40 PM UTC

   This incident has been resolved.

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Started Apr 09, 2026, 03:33 PM UTC· resolved Apr 09, 2026, 07:49 PM UTC

1. investigating Apr 09, 2026, 03:33 PM UTC

   We are triaging this matter with the highest priority and appreciate your patience. We will provide updates as soon as possible.

2. identified Apr 09, 2026, 04:20 PM UTC

   Our engineering team has identified the source of these errors and is working with our partners to establish a temporary workaround and timeline to full resolution. We appreciate your patience.

3. monitoring Apr 09, 2026, 04:34 PM UTC

   A temporary fix has been implemented and providers should be able to connect and use ERX as normal. Please have providers reattempt.

4. resolved Apr 09, 2026, 07:49 PM UTC

   We have received confirmation that providers are able to access and prescribe from Ensora ERX once again. If users continue to see any errors, please contact [email protected]. Thank you!

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Started Apr 03, 2026, 03:37 PM UTC· resolved Apr 08, 2026, 04:30 AM UTC

1. investigating Apr 03, 2026, 03:37 PM UTC

   Some ID.me users are encountering an error while attempting to sign prescriptions for controlled substances. Our engineers are working with ID.me to investigate and resolve the issue.

2. investigating Apr 03, 2026, 04:53 PM UTC

   ID.me users are encountering an error while attempting to sign prescriptions for controlled substances. This issue seems to be most common with push notifications; please attempt other means. Our engineers are working with ID.me to investigate and resolve the issue.

3. identified Apr 03, 2026, 10:04 PM UTC

   ID.me users are encountering an error while attempting to sign prescriptions for controlled substances. This issue seems to be most common with push notifications; please attempt other means. The ID.me team is working on a solution to the signing errors.

4. monitoring Apr 06, 2026, 02:37 PM UTC

   ID.me has reported that they have corrected the signing issue for Android users, and have implemented a temporary fix for iPhone users. Please report any ongoing signing issues that you may encounter.

5. resolved Apr 08, 2026, 04:30 AM UTC

   This incident has been resolved.

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Started Mar 31, 2026, 08:23 PM UTC· resolved Apr 01, 2026, 04:22 PM UTC

1. investigating Mar 31, 2026, 08:23 PM UTC

   Some users are currently unable to register with Surescripts. We are not seeing any issues with prescribing for users already registered, but new registration attempts or adding service levels appears to be failing. We are coordinating with Surescripts to investigate and resolve the issue.

2. monitoring Apr 01, 2026, 02:13 PM UTC

   The Surescripts registrations are now succeeding. We are continuing to monitor the transactions.

3. resolved Apr 01, 2026, 04:22 PM UTC

   This incident has been resolved.

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Started Mar 18, 2026, 03:11 PM UTC· resolved Mar 19, 2026, 05:52 PM UTC

1. identified Mar 18, 2026, 03:11 PM UTC

   Exostar is continuing to experience issues for some Authy users and is working to resolve the issue.

2. identified Mar 19, 2026, 02:03 PM UTC

   Exostar is continuing to investigate an issue that is impacting some Authy users. Those users may not be able to sign scheduled drug prescriptions with the Authy app. Note that the similar issue for hardware tokens has been resolved.

3. monitoring Mar 19, 2026, 03:17 PM UTC

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

4. resolved Mar 19, 2026, 05:52 PM UTC

   This incident has been resolved.

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Started Feb 19, 2026, 09:13 PM UTC· resolved Feb 23, 2026, 07:31 PM UTC

1. investigating Feb 19, 2026, 09:13 PM UTC

   Some providers may be experiencing failed claims due to an import issue with the Connex printer. Our development team is actively working on a resolution. In the meantime, you may manually correct any affected claims. We appreciate your patience and will provide updates as soon as the issue is resolved.

2. identified Feb 20, 2026, 03:44 PM UTC

   The issue has been identified and a fix is being prepared for release.

3. monitoring Feb 21, 2026, 03:20 AM UTC

   We have deployed a fix to this issue and are monitoring to ensure that it is fully resolved.

4. resolved Feb 23, 2026, 07:31 PM UTC

   This incident has been resolved.

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Started Feb 18, 2026, 03:13 PM UTC· resolved Feb 18, 2026, 08:58 PM UTC

1. investigating Feb 18, 2026, 03:13 PM UTC

   We are currently investigating an issue that may result in connectivity issues, including timeouts and slowdowns. This may result in 503 or 504 errors. Our engineers are evaluating the issue and working to a resolution.

2. monitoring Feb 18, 2026, 03:38 PM UTC

   The issue has been identified and we are seeing the system performance restored and connectivity times improve. We are continuing to evaluate and monitor the situation.

3. monitoring Feb 18, 2026, 04:22 PM UTC

   We are continuing to monitor for potential issues, but we are seeing normal performance.

4. resolved Feb 18, 2026, 08:58 PM UTC

   This incident has been resolved.

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Started Feb 08, 2026, 02:22 AM UTC· resolved Feb 08, 2026, 07:58 PM UTC

1. investigating Feb 08, 2026, 02:22 AM UTC

   Exostar is addressing an ongoing issue that is resulting in inconsistent connectivity for signing prescriptions and registering for EPCS. It is recommended that EPCS registrations are not attempted during this outage. 2FA signing attempts may be reattempted if necessary.

2. resolved Feb 08, 2026, 07:58 PM UTC

   Exostar has indicated that the signing issue has been resolved.

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Started Jan 29, 2026, 07:01 PM UTC· resolved Jan 29, 2026, 08:02 PM UTC

1. investigating Jan 29, 2026, 07:01 PM UTC

   We are investigating reports of website latency and are working to resolve the issue.

2. monitoring Jan 29, 2026, 07:17 PM UTC

   The issue has been resolved and we are monitoring the results.

3. resolved Jan 29, 2026, 08:02 PM UTC

   This incident has been resolved.

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Started Jan 14, 2026, 03:09 PM UTC· resolved Jan 23, 2026, 04:27 PM UTC

1. identified Jan 14, 2026, 03:09 PM UTC

   We are currently investigating this issue. Users get an error when trying to connect to our AVD server. We have found that Uninstalling Windows January 2026 Security Update (KB5074109) resolved the issue. Users were then able to login. If affected can you have your IT check if these updates were installed on the machines affected and uninstall? After installing the January2026 Windows security update (KB5074109) caused credential prompt failures during Remote Desktop connections using the Windows app on Windows client devices, impacting Azure Virtual Desktop and Windows 365. The issue affects Windows App on specific Windows builds, causing sign-in failures. Investigation and debugging are ongoing, with coordination between Azure Virtual Desktop and Windows Update teams. January 13, 2026—KB5074109 (OS Builds 26200.7623 and 26100.7623) - Microsoft Support If you are impacted, please use one of the following connection options as a workaround: Use the Remote Desktop client for Windows to connect to Azure Virtual Desktop here (/previous-versions/remote-desktop-client/whats-new-windows?tabs=windows-msrdc-msi) Connect using the Windows App Web Client at windows.cloud.microsoft

2. identified Jan 23, 2026, 04:26 PM UTC

   The previous Microsoft issue that was affecting Windows APP RDP has been updated see below. This is a message from Microsoft in regard to resolving their issue with RDP. To address this issue, an out-of-band (OOB) update was released 17 January 2026. For more information and installation instructions, refer to the public documentation on the public Windows Message center: https://learn.microsoft.com/windows/release-health/windows-message-center#3763. For enterprise-managed devices that applied the Group Policy mitigation communicated earlier, after installing the OOB release no further action is required. Our team will be completing an internal retrospective to understand the incident in more detail. Once that is completed, generally within 14 days, we will publish a Post Incident Review (PIR) to all impacted customers. What happened? Between 00:11 UTC and 11:58 UTC on 14 January 2026, customers using Azure Virtual Desktop and Windows 365 experienced intermittent authentication failures, connection drops, and repeated retry prompts when launching or reconnecting to their virtual desktop sessions through the Windows App. What do we know so far? After installing the January 2026 Windows security update (KB5074109), users experienced credential prompt failures during Remote Desktop connections using the Windows app on Windows client devices, impacting Azure Virtual Desktop and Windows 365. The issue affected Windows App on specific Windows builds, causing sign-in failures. For more information, refer to: https://learn.microsoft.com/en-us/windows/release-health/status-windows-11-25h2#3760msgdesc. No customer configuration, deployment choice, or client‑side network routing contributed to this behavior. How did we respond? 00:11 UTC on 14 January 2026 - Customer impact began. 01:00 UTC on 14 January 2026 - The issue was detected through customer reports and internal service monitoring, which showed an increase in failed connection attempts in the region. 01:37 UTC on 14 January 2026 - Contributing service condition was identified as the source of the connection failures. 01:53 UTC on 14 January 2026 - Mitigation workstream was started to stabilize the affected platform components. We applied targeted adjustments to the connection handling path, cleared stalled session attempts, and restored healthy routing to session hosts. 11:50 UTC on 14 January 2026 - As a temporary mitigation, we published workaround guidance on Known Issue Rollback (KIR) instructions for customers to mitigate authentication errors and connection failures on their end. 22:00 UTC on 17 January 2026 - As a permanent fix, we released an out-of-band (OOB) update to address this issue and communicated this to all impacted customers. Affected platforms: - Client: Windows 11, version 25H2; Windows 11, version 24H2; Windows 11, version 23H2; Windows 10, version 22H2; Windows 10, version 1607 - Server: Server 2025, Server 2022, Server 1809 What happens next? Our team will be completing an internal retrospective to understand the incident in more detail. Once that is completed, generally within 14 days, we will publish a Post Incident Review (PIR) to all impacted customers. To get notified if a PIR is published, and/or to stay informed about future Azure service issues, make sure that you configure and maintain Azure Service Health alerts – these can trigger emails, SMS, push notifications, webhooks, and more: https://aka.ms/ash-alerts For more information on Post Incident Reviews, refer to https://aka.ms/AzurePIRs The impact times above represent the full incident duration, so are not specific to any individual customer. Actual impact to service availability may vary between customers and resources – for guidance on implementing monitoring to understand granular impact: https://aka.ms/AzPIR/Monitoring Finally, for broader guidance on preparing for cloud incidents, refer to https://aka.ms/incidentreadiness

3. resolved Jan 23, 2026, 04:27 PM UTC

   This incident has been resolved.

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Started Dec 03, 2025, 06:34 PM UTC· resolved Dec 03, 2025, 06:37 PM UTC

1. identified Dec 03, 2025, 06:34 PM UTC

   Important Update for EYEMED providers: How to Submit Your Vision Claims Due to a widespread connectivity issue with EyeMed, we want to ensure you have the most accurate and efficient options for submitting your vision claims. Electronic submission options: For In-Network Providers - In-network providers can submit claims electronically through the EyeMed Provider Website: https://www.eyemed.com/en-us/provider This is the fastest and most efficient method and does not require third-party software. Providers should confirm that their provider portal access is fully set up with the payer before submitting claims. For Members Using Out-of-Network Providers - If you received services from an out-of-network provider, you can request reimbursement using one of the following methods: - Online Submission - Submit an electronic claim form through your Member Web account. - Mail, Fax, or Email - Send your completed claim form and itemized paid receipts to: Mail: First American Administrators, Inc. Attn: OON Claims P.O. Box 8504 Mason, OH 45040-7111 Fax: 866-293-7373 Email: [email protected] Submitting Through Us - You may still choose to submit your claim through our office. However, please note: - Claims submitted through us will be processed as paper claims. - Paper claim processing fees apply. - Processing times may be longer compared to direct electronic submission. For the fastest reimbursement, we encourage using the electronic options listed above.

2. monitoring Dec 09, 2025, 03:22 PM UTC

   This issue is persisting, but it is a connectivity issue occurring downstream of our systems. Our systems are fully operational.

3. monitoring Dec 09, 2025, 03:23 PM UTC

   This issue is persisting, but it is a connectivity issue occurring downstream of our systems. Our systems are fully operational.

4. resolved Dec 11, 2025, 03:25 PM UTC

   This issue is persisting, but it is a connectivity issue occurring downstream of our systems. Our systems are fully operational.

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Started Oct 20, 2025, 02:30 PM UTC· resolved Oct 21, 2025, 01:21 AM UTC

1. identified Oct 20, 2025, 02:30 PM UTC

   We’re currently experiencing service disruptions due to a widespread outage affecting Amazon Web Services (AWS), which powers key components of our platform. Our team is actively monitoring the situation and staying closely aligned with AWS as they work toward resolution. We are seeing this impact eligibility and drug history services, likely due to PBMs hosted on AWS.

2. identified Oct 20, 2025, 04:04 PM UTC

   Amazon Web Services is continuing to solve the performance issues which may result in latency for end users. We are now seeing eligibility and drug history services functioning in most cases, despite some delays.

3. identified Oct 20, 2025, 10:24 PM UTC

   Amazon Web Services continue to troubleshoot this matter and have made some improvements throughout the day. Several vendors are still impacted and you may continue to see issues with eligibility checks, MFA signing for controlled substances, load times and latency. This can result in issues with registration, transmission, and records retrieval. You can learn more at their status page here: https://health.aws.amazon.com/health/status We will continue to monitor the AWS status page and provide updates here as they come available. We will provide an update tomorrow morning if not before. We appreciate your patience.

4. resolved Oct 21, 2025, 01:21 AM UTC

   AWS has announced that the latency issues and timeouts have been resolved. All services should now be working as expected. If any issues persist, please contact support.

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Started Oct 19, 2025, 08:51 PM UTC· resolved Oct 19, 2025, 11:00 PM UTC

1. investigating Oct 19, 2025, 08:51 PM UTC

   We are investigating an issue that is causing prescriptions to fail electronic transmission. We are working to resolve the issue as our top priority. Please note that prescriptions may be printed or faxed in the interim as permitted by your state. Thank you for your patience as we investigate and resolve the issue.

2. identified Oct 19, 2025, 09:56 PM UTC

   We have identified the source of the issue and are deploying a hotfix to production. This will result in a brief interruption of service as the update deploys.

3. monitoring Oct 19, 2025, 10:44 PM UTC

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

4. resolved Oct 19, 2025, 11:00 PM UTC

   This incident has been resolved.

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