IDEXX incident

AI Assisted Notes: Issue generating transcriptions

IDEXX experienced a major incident on March 2, 2026 affecting Neo Software, lasting 1h 22m. The incident has been resolved; the full update timeline is below.

Started: Mar 02, 2026, 06:36 PM UTC
Resolved: Mar 02, 2026, 07:58 PM UTC
Duration: 1h 22m
Detected by Pingoru: Mar 02, 2026, 06:36 PM UTC

Affected components

Neo Software

Update timeline

identified Mar 02, 2026, 06:36 PM UTC

The Neo team is aware of an issue impacting North American customers when generating AI Assisted Notes transcriptions. We are working on a fix and all transcriptions that failed to generate will be re-generated once the fix has been released. We will provide another update no later than 5:00PM ET, March 2.
monitoring Mar 02, 2026, 07:03 PM UTC

A fix has been implemented and transcriptions are starting to generate successfully. We are continuing to monitor the system and will begin re-generating failed transcriptions. We will provide another update once all failed transcriptions have been re-generated.
resolved Mar 02, 2026, 07:58 PM UTC

This incident has been resolved and all transcriptions re-generated.