IDEXX incident

AI Assisted Notes: Issue generating transcriptions

Major Resolved View vendor source →

IDEXX experienced a major incident on July 9, 2026 affecting Neo Software, lasting 58m. The incident has been resolved; the full update timeline is below.

Started
Jul 09, 2026, 08:59 PM UTC
Resolved
Jul 09, 2026, 09:58 PM UTC
Duration
58m
Detected by Pingoru
Jul 09, 2026, 08:59 PM UTC

Affected components

Neo Software

Update timeline

  1. identified Jul 09, 2026, 08:59 PM UTC

    The Neo team is aware of an issue impacting customers when generating AI Assisted Notes transcriptions. We are working on a fix and will post another update as soon as we learn more.

  2. monitoring Jul 09, 2026, 09:05 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.

  3. resolved Jul 09, 2026, 09:58 PM UTC

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