iSalus Healthcare Outage History

Started Oct 05, 2026, 01:23 PM UTC· resolved Oct 05, 2026, 01:45 PM UTC

1. identified Oct 05, 2026, 01:23 PM UTC

   We have identified the issue causing Intelligent Intake Forms to load blank. Our Engineers are actively working on a fix, and we will provide updates as available.

2. monitoring Oct 05, 2026, 01:34 PM UTC

   A fix has been implemented for the issue causing Intelligent Intake Forms to load blank. Our team is monitoring the service to ensure the issue remains resolved.

3. resolved Oct 05, 2026, 01:45 PM UTC

   This incident has been resolved and all services are operational. Thank you for your patience.

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Started Sep 23, 2026, 09:40 PM UTC· resolved Sep 23, 2026, 10:21 PM UTC

1. investigating Sep 23, 2026, 09:40 PM UTC

   We have received reports regarding some users receiving login and other application errors. Our Engineers are actively investigating this issue. We will provide updates every 15 minutes.

2. monitoring Sep 23, 2026, 10:00 PM UTC

   Our team has implemented a fix and is actively monitoring the system. Services are stabilizing, and we’re continuing to monitor performance closely.

3. resolved Sep 23, 2026, 10:21 PM UTC

   This incident has been resolved and all services are operational. Thank you for your patience.

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Started Jul 15, 2026, 05:38 PM UTC· resolved Jul 15, 2026, 07:10 PM UTC

1. investigating Jul 15, 2026, 05:38 PM UTC

   Our integration with Updox has reported a service disruption that may impact inbound and outbound faxes. We are monitoring the issue closely and will share updates as they become available. Thank you for your patience. Updox Status Page: https://status.updox.com/

2. monitoring Jul 15, 2026, 06:02 PM UTC

   Our integration with Updox has implemented a fix and is reporting that services are recovering. We are continuing to monitor the recovery and are seeing service improvements. Some users may still experience intermittent delays or errors while systems fully stabilize. We will continue to provide updates as they become available. Thank you for your patience while this issue is being resolved.

3. resolved Jul 15, 2026, 07:10 PM UTC

   Our integration, Updox, has confirmed that the service disruption has been resolved and all services are operational.

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Started Apr 03, 2026, 12:58 PM UTC· resolved Apr 07, 2026, 04:38 PM UTC

1. investigating Apr 03, 2026, 12:58 PM UTC

   OfficeEMR is experiencing a disruption in service with sending controlled substances. We expect this to impact our customers while trying to send EPCS prescriptions. We are investigating the issue and will post updates every 15 minutes.

2. investigating Apr 03, 2026, 01:18 PM UTC

   Our team continues to investigate the service interruption with EPCS prescriptions and we will continue to provide updates every 15 minutes. Thank you for your patience.

3. investigating Apr 03, 2026, 01:31 PM UTC

   Our team continues to investigate the service interruption with EPCS prescriptions and we will continue to provide updates every 15 minutes. Thank you for your patience.

4. identified Apr 03, 2026, 01:50 PM UTC

   We have identified the root cause of this issue. Our third-party provider, ID.me, is currently experiencing an issue which is impacting our ability to send controlled prescriptions. We are actively working with ID.me to better understand the scope of the issue and will provide updates as more information becomes available.

5. identified Apr 03, 2026, 02:06 PM UTC

   We have identified the root cause of this issue. Our third-party provider, ID.me, is currently experiencing an issue which is impacting our ability to send controlled prescriptions. We are actively working with ID.me to better understand the scope of the issue and will provide updates as more information becomes available.

6. identified Apr 03, 2026, 04:16 PM UTC

   We have identified the root cause of this issue. Our third-party provider, ID.me, is currently experiencing an issue which is impacting our ability to send controlled prescriptions. We are actively working with ID.me to better understand the scope of the issue and will provide updates as more information becomes available. You can follow their StatusPage at https://status.id.me/

7. identified Apr 03, 2026, 07:57 PM UTC

   We have identified the root cause of this issue. Our third-party provider, ID.me, is currently experiencing an issue which is impacting our ability to send controlled prescriptions. We are actively working with ID.me to better understand the scope of the issue and will provide updates as more information becomes available. You can follow their StatusPage at https://status.id.me/

8. monitoring Apr 04, 2026, 02:43 PM UTC

   Our third-party provider, ID.me, is still experiencing ongoing issues, which is impacting the ability to send controlled prescriptions. A temporary fix has been implemented. iOS users can continue logging in by manually opening the Authenticator app and approving requests. Push notifications on Android devices have been restored and are working as expected. ID.me is actively working on a complete fix to restore push notification functionality on iOS. In the meantime, we are closely monitoring the situation and coordinating with their team. For the latest updates, please refer to their status page: https://status.id.me/

9. monitoring Apr 06, 2026, 05:29 PM UTC

   Our third-party provider, ID.me, is still experiencing ongoing issues, which may affect your ability to prescribe controlled substances. This appears to be limited to Push Notification MFA and may result in authentication errors. At this time, services are functioning normally on Android devices. ID.me is actively working on a fix to restore push notifications on iOS. Recommended Action: Switch to an alternate MFA method using an authenticator app for code generation to avoid disruption. Set up a new MFA method via ID.me Wallet: https://help.id.me/hc/en-us/articles/202673924-Create-your-ID-me-Wallet If you’re unable to log into ID.me Wallet, use MFA recovery: https://help.id.me/hc/en-us/articles/360017927633-ID-me-MFA-recovery-steps-if-you-lost-access-or-can-t-sign-in We are actively monitoring the situation and will provide updates as they become available. Thank you for your patience. For the latest updates, please refer to their status page: https://status.id.me/

10. resolved Apr 07, 2026, 04:38 PM UTC

    Our third-party provider, ID.me, has resolved the issue that was impacting the ability to prescribe controlled substances. Push Notification MFA is now functioning as expected. Recommended Action: If you previously switched to an alternate MFA method (such as an authenticator app or SMS), you may switch back to Push Notifications. If you continue to experience login issues, you may still follow ID.me’s recovery steps: https://help.id.me/hc/en-us/articles/360017927633-ID-me-MFA-recovery-steps-if-you-lost-access-or-can-t-sign-in#reset-your-mfa-method

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Started Feb 06, 2026, 11:22 AM UTC· resolved Feb 06, 2026, 12:14 PM UTC

1. investigating Feb 06, 2026, 11:22 AM UTC

   iSalus is experiencing a disruption in service. Users may not be able to access OfficeEMR. We are investigating the issue and will post updates every 15 minutes.

2. identified Feb 06, 2026, 11:43 AM UTC

   Our team continues to investigate the service interruption within OfficeEMR and we will continue to provide updates every 15 minutes. Thank you for your patience.

3. monitoring Feb 06, 2026, 11:52 AM UTC

   We have implemented a fix for the disruption in service and the issue is resolved. All systems are operational at this time. We will continue to monitor. If there are no additional occurrences, the status of this incident will be moved to resolved in 15 minutes.

4. resolved Feb 06, 2026, 12:14 PM UTC

   This incident has been resolved.

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Started Jan 05, 2026, 12:35 PM UTC· resolved Jan 05, 2026, 01:59 PM UTC

1. investigating Jan 05, 2026, 12:35 PM UTC

   We are aware that there is an issue with OfficeMD.net affecting all of our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible. We will provide updates every 10 minutes.

2. identified Jan 05, 2026, 12:47 PM UTC

   Please know our teams are still actively working to resolve your current issue with OfficeMD.net. We will continue to provide updates every 10 minutes. We thank you for your patience.

3. identified Jan 05, 2026, 12:58 PM UTC

   Please know our teams are still actively working to resolve your current issue withOfficeMD.net. We will continue to provide updates every 10 minutes. We thank you for your patience.

4. identified Jan 05, 2026, 01:08 PM UTC

   Please know our teams are still actively working to resolve your current issue with OfficeMD.net. We will continue to provide updates every 10 minutes. We thank you for your patience.

5. identified Jan 05, 2026, 01:33 PM UTC

   OfficeMD.net access has been restored. Our teams are finalizing restoring services for MyMedicalLocker. We will continue to provide updates every 10 minutes.

6. monitoring Jan 05, 2026, 01:48 PM UTC

   Please know the issue with OfficeMD.net has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience.

7. resolved Jan 05, 2026, 01:59 PM UTC

   The issue with OfficeMD.net has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Nov 18, 2025, 01:45 PM UTC· resolved Nov 18, 2025, 10:10 PM UTC

1. investigating Nov 18, 2025, 01:45 PM UTC

   Cloudflare (internet infrastructure) is experiencing a global network outage. This issue may be impacting access to parts of the system. Our system does not leverage Cloudflare directly but many of our integrated third parties do and are showing intermittent impact. Due to this, functionality that relies on third parties may have intermittent errors and/or delays. This is also preventing our support team from accessing certain tools used to support our customers. We are monitoring the situation closely and will update this message with the known list of impacted areas. https://www.cloudflarestatus.com/

2. monitoring Nov 18, 2025, 04:15 PM UTC

   Cloudflare (internet infrastructure) has communicated that they are continuing to monitor the issue. We may continue to experience intermittent issues as systems update across the internet. We will continue to monitor to ensure all systems are back to normal across the day.

3. resolved Nov 18, 2025, 10:10 PM UTC

   This issue has been resolved. Please contact support if you are still experiencing issues.

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Started Jun 06, 2025, 02:13 PM UTC· resolved Jun 06, 2025, 09:06 PM UTC

1. investigating Jun 06, 2025, 02:13 PM UTC

   OfficeEMR is experiencing an issue involving Claim Validations. Clients will see this impact upon reviewing claims ready for processing. We are investigating the issue and will post updates accordingly.

2. resolved Jun 06, 2025, 09:06 PM UTC

   This incident was resolved as of 12pm on 6/6. For good measures, we did continue to monitor to ensure performance was meeting expectations. If you have any further questions, please contact support

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Started Jun 06, 2025, 12:27 PM UTC· resolved Jun 06, 2025, 02:45 PM UTC

1. investigating Jun 06, 2025, 12:27 PM UTC

   OfficeEMR has identified that some users may experience slowness within iSalus. We are investigating the issue and will post updates every 30 minutes.

2. monitoring Jun 06, 2025, 02:07 PM UTC

   We have implemented a fix for the slowness issue and the issue is resolved. We will continue to monitor. If there are no additional occurrences, the status of this incident will be moved to resolved in 30 minutes.

3. resolved Jun 06, 2025, 02:45 PM UTC

   This incident has been resolved.

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Started Apr 18, 2025, 01:35 PM UTC· resolved Apr 18, 2025, 01:35 PM UTC

1. resolved Apr 18, 2025, 01:35 PM UTC

   This morning, we experienced an isolated issue that affected a small subset of customers. During the investigation, a status page was inadvertently posted. The issue has since been fully resolved for all impacted customers. We apologize for any inconvenience or confusion this may have caused.

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Started Apr 15, 2025, 03:01 PM UTC· resolved Apr 17, 2025, 08:41 PM UTC

1. investigating Apr 15, 2025, 03:01 PM UTC

   We have been informed by Updox that there is an active issue with Call Reminders. We have ticketed the issue with them, and we will update you as soon as we hear further information on resolution.

2. identified Apr 15, 2025, 04:10 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

3. identified Apr 15, 2025, 05:37 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

4. identified Apr 15, 2025, 07:08 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

5. identified Apr 16, 2025, 12:21 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

6. identified Apr 16, 2025, 03:24 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

7. identified Apr 16, 2025, 04:26 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

8. identified Apr 16, 2025, 08:25 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

9. identified Apr 17, 2025, 03:39 PM UTC

   Updox continues to work on this issue. We will provide a final update as soon as possible.

10. resolved Apr 17, 2025, 08:41 PM UTC

    The issue with Updox Call Reminders has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Apr 09, 2025, 03:14 PM UTC· resolved Apr 09, 2025, 05:31 PM UTC

1. identified Apr 09, 2025, 03:14 PM UTC

   We have been informed by Updox that there is an active issue with faxing. We have ticketed the issue with them, and we will update you as soon as we hear further information on resolution.

2. identified Apr 09, 2025, 04:30 PM UTC

   Updox continues to monitor the issue with faxing. We will provide a final update as soon as possible.

3. monitoring Apr 09, 2025, 05:05 PM UTC

   Please know the issue with Updox has currently been resolved. They will continue to monitor this and provide a final update shortly. We thank you for your patience.

4. resolved Apr 09, 2025, 05:31 PM UTC

   Thank you for your patience. The faxing issue has been resolved. Any faxes sent during the impact time, 9:55AM - 12:40PM, will be delivered as normal today.

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Started Apr 04, 2025, 03:23 PM UTC· resolved Apr 05, 2025, 03:56 PM UTC

1. identified Apr 04, 2025, 03:23 PM UTC

   Please know our teams are still actively working to resolve the current issue with some letters not updating. We will provide a final update as soon as possible. We thank you for your patience.

2. monitoring Apr 04, 2025, 05:47 PM UTC

   Please know the issue with letters has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience.

3. resolved Apr 05, 2025, 03:56 PM UTC

   The issue with letters has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues. **Customer Action Required: If you are still experiencing issues, please log out and close your browser, clear your cache files and try again. We apologize for any inconvenience this may cause.

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Started Mar 21, 2025, 11:43 AM UTC· resolved Mar 21, 2025, 08:56 PM UTC

1. investigating Mar 21, 2025, 11:43 AM UTC

   We are aware that there is an issue with EMR templates not loading correctly affecting our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. investigating Mar 21, 2025, 12:46 PM UTC

   Please know our teams are still actively working to resolve your current issue with EMR templates. We will provide a final update as soon as possible. We thank you for your patience.

3. monitoring Mar 21, 2025, 01:20 PM UTC

   A fix for the EMR templates loading issue has been applied to all customers. We appreciate your patience during this time. Please reach out to support for any further questions/issues. **Customer Action Required: If you are still experiencing issues, please log out and close your browser, clear your cache files and try again. We apologize for any inconvenience this may cause.

4. resolved Mar 21, 2025, 08:56 PM UTC

   The issue with EMR templates has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues. **Customer Action Required: If you are still experiencing issues, please log out and close your browser, clear your cache files and try again. We apologize for any inconvenience this may cause.

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Started Mar 20, 2025, 12:19 PM UTC· resolved Mar 20, 2025, 05:18 PM UTC

1. investigating Mar 20, 2025, 12:19 PM UTC

   We are aware that there is an issue with OfficeEMR having slowness or loading error affecting our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. investigating Mar 20, 2025, 12:37 PM UTC

   Please know our teams are still actively working to resolve your current issue with OfficeEMR performance issues. We will provide a final update as soon as possible. We thank you for your patience.

3. monitoring Mar 20, 2025, 12:46 PM UTC

   Please know the issue with OfficeEMR performance has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience.

4. resolved Mar 20, 2025, 05:18 PM UTC

   The issue with OfficeEMR performance has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

5. postmortem Mar 24, 2025, 08:15 PM UTC

   On Thursday morning, 3/20/2025, iSalus experienced an issue that resulted in multiple servers being in an unhealthy state. Some of the processes running on the servers crashed due to an out of memory condition. The result of this was intermittent errors and slowness attempting to use the OfficeEMR application for a period of approximately 45 minutes. The impacted processes/servers had to be restarted to return to a healthy operating state. Normal system performance resumed once these actions were completed and user traffic began balancing out across the servers. As a preventative action, we increased the amount of memory on the servers and also updated how it was being allocated across the various processes to provide sufficient overhead and ensure that this error state is not encountered again. This was completed the evening of 3/20/2025. Long term, we are also working to replace the process that crashed and ultimately caused the issues in order to improve overall system reliability. While we do actively monitor overall memory usage on the servers, this event did not trigger those alerts based on the fact that the memory was quickly used and then released when the process ultimately crashed. That being said, we will be implementing other alerts which would have allowed us to reduce the duration of the incident. Please contact Support with any further questions. Thank you.

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Started Mar 18, 2025, 04:20 PM UTC· resolved Mar 20, 2025, 03:31 PM UTC

1. investigating Mar 18, 2025, 04:20 PM UTC

   We are aware of an active issue with our Atlas Laboratories interface affecting outbound and inbound lab requests. We have ticketed the issue with them, and we will update you as soon as we hear further information on resolution.

2. resolved Mar 20, 2025, 03:31 PM UTC

   The issue with our Atlas Lab interface has been resolved. All orders and results should now be processing through the system. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Mar 02, 2025, 12:35 PM UTC· resolved Mar 03, 2025, 04:24 PM UTC

1. investigating Mar 02, 2025, 12:35 PM UTC

   We are aware that there is an issue with accessing the Officemd.net site and OfficeEMR Mobile application affecting all of our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. investigating Mar 02, 2025, 12:51 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

3. investigating Mar 02, 2025, 01:08 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

4. investigating Mar 02, 2025, 01:23 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

5. investigating Mar 02, 2025, 01:38 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

6. investigating Mar 02, 2025, 01:53 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

7. investigating Mar 02, 2025, 02:08 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

8. investigating Mar 02, 2025, 02:24 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

9. investigating Mar 02, 2025, 02:39 PM UTC

   Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

10. investigating Mar 02, 2025, 02:55 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

11. investigating Mar 02, 2025, 03:10 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

12. investigating Mar 02, 2025, 03:26 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

13. investigating Mar 02, 2025, 03:46 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

14. investigating Mar 02, 2025, 04:01 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

15. investigating Mar 02, 2025, 04:16 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

16. investigating Mar 02, 2025, 04:36 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

17. investigating Mar 02, 2025, 04:58 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will provide a final update as soon as possible. We thank you for your patience.

18. investigating Mar 02, 2025, 05:15 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

19. investigating Mar 02, 2025, 05:47 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

20. investigating Mar 02, 2025, 06:18 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

21. investigating Mar 02, 2025, 06:47 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

22. investigating Mar 02, 2025, 07:18 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

23. investigating Mar 02, 2025, 07:49 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

24. investigating Mar 02, 2025, 08:19 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing officemd.net. We will continue to provide updates every 30 minutes. We thank you for your patience.

25. identified Mar 02, 2025, 08:54 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

26. identified Mar 02, 2025, 09:25 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

27. identified Mar 02, 2025, 10:00 PM UTC

    Please know our teams are still actively working to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

28. identified Mar 02, 2025, 10:31 PM UTC

    Please know our teams are still actively working to fully resolve your current issue with OfficeEMR. Limited functionality may now be available, and we will provide a final update as soon as possible. We thank you for your continued patience.

29. monitoring Mar 02, 2025, 11:07 PM UTC

    Please know the issue with accessing OfficeEMR has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience!

30. monitoring Mar 03, 2025, 02:42 AM UTC

    Please know the issue with general OfficeEMR access and EMR functionality has been resolved. OUTSTANDING ISSUE: Our teams continue to work with our partners to reestablish connections for all billing processes. Claim processing, ERAs, and eligibility will be unavailable at this time. We will continue to provide updates as soon as possible. We thank you for your patience.

31. monitoring Mar 03, 2025, 12:12 PM UTC

    Please know the issue with general OfficeEMR access and EMR functionality has been resolved. OUTSTANDING ISSUE: Our teams continue to work with our partners to reestablish connections for all billing processes. Claim processing, ERAs, and eligibility will be unavailable at this time. We will continue to provide updates as soon as possible. We thank you for your patience!

32. monitoring Mar 03, 2025, 01:49 PM UTC

    OUTSTANDING ISSUE: Our teams continue to work with our partners to reestablish connections for all billing processes. Claim processing, ERAs, and eligibility will be unavailable at this time. We will continue to provide updates as soon as possible. We thank you for your patience!

33. monitoring Mar 03, 2025, 02:54 PM UTC

    Please know the issue with billing connections for claims submissions, ERAs, and eligibility has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience!

34. resolved Mar 03, 2025, 04:24 PM UTC

    The issues with OfficeEMR access and billing processes have been fully resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

35. postmortem Mar 07, 2025, 09:49 PM UTC

    **Post Incident Report** iSalus | External Distribution | March 7, 2025 **Incident Overview** On March 2, 2025, from approximately 1:45 AM to 2:32 PM ET, some customers experienced intermittent performance degradation and connectivity issues within their cloud environments. Our team immediately began investigating and identified that the disruption was caused by an unexpected issue within the cloud networking infrastructure. Services were fully restored following corrective actions, and we have taken steps to prevent a recurrence. **Timeline of Events \(All Times ET\)** • March 2, 2025, 1:25 AM – Automated monitoring systems detected degraded performance and connectivity issues. • March 2, 2025, 7:51 AM – Customers began reporting service interruptions. • March 2, 2025, 8:03 AM – Additional technical resources were engaged to assess the issue and implement corrective actions. • March 2, 2025, 1:45 PM – Root cause analysis identified an issue related to cloud networking components. • March 2, 2025, 5:32 PM – A final remediation step was completed, resolving the service impact. • March 3, 2025, 8:10 AM – Stability was confirmed, and we marked the incident as fully resolved. • March 6, 2025, 10:00 PM – Vendor technicians rolled back temporary network routing from secondary back to primary. **Root Cause Analysis** The issue was caused by an unexpected condition within the cloud networking infrastructure that resulted in excessive resource utilization. This led to degraded system performance and connectivity interruptions. Once identified, our team took corrective measures to restore normal operations. **Corrective and Preventative Actions** To prevent similar issues in the future, we are implementing the following measures: • Proactive Monitoring Enhancements – Additional safeguards have been introduced to detect and respond to early signs of resource strain. • Process Improvements – We are reviewing and refining our network management procedures to prevent recurrence. • Ongoing Analysis – Our team continues to evaluate the incident to identify further optimizations and improvements. ‌ We sincerely apologize for any inconvenience this incident may have caused. We appreciate your patience and trust as we continuously work to enhance the reliability of our services. If you have any further questions, please contact our support team.

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Started Feb 27, 2025, 09:40 PM UTC· resolved Mar 12, 2025, 12:08 PM UTC

1. identified Feb 27, 2025, 09:40 PM UTC

   We are aware that there is an issue with our mobile applications, OfficeEMR Mobile and AnywhereCare, being unavailable on Google Play for Android phones. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. resolved Mar 12, 2025, 12:08 PM UTC

   The issue with OfficeEMR Mobile and AnywhereCare applications being unavailable on Google Play for Android phones has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

Read the full incident report →

Started Feb 27, 2025, 11:48 AM UTC· resolved Feb 27, 2025, 06:38 PM UTC

1. investigating Feb 27, 2025, 11:48 AM UTC

   We are aware that certain customers are experiencing an issue with logging into OfficeEMR. Please know our development team is working diligently with our partners towards a resolution, and we will provide an update as soon as possible.

2. identified Feb 27, 2025, 12:05 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

3. identified Feb 27, 2025, 12:22 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

4. identified Feb 27, 2025, 12:38 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

5. identified Feb 27, 2025, 12:56 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

6. identified Feb 27, 2025, 01:12 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

7. identified Feb 27, 2025, 01:28 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

8. identified Feb 27, 2025, 01:52 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

9. identified Feb 27, 2025, 02:16 PM UTC

   Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

10. identified Feb 27, 2025, 02:35 PM UTC

    Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

11. identified Feb 27, 2025, 02:54 PM UTC

    Please know our teams are still actively working with our partners to resolve your current issue with accessing OfficeEMR. We will provide a final update as soon as possible. We thank you for your patience.

12. monitoring Feb 27, 2025, 03:07 PM UTC

    Please know the issue with OfficeEMR access and slowness has currently been resolved. We will continue to monitor this and provide a final update shortly. Please contact Support if you have any further issues. We thank you for your patience.

13. resolved Feb 27, 2025, 06:38 PM UTC

    The issue with OfficeEMR access and slowness has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Feb 24, 2025, 05:56 PM UTC· resolved Feb 27, 2025, 09:16 PM UTC

1. investigating Feb 24, 2025, 05:56 PM UTC

   We are aware that certain customers are experiencing intermittent issues with intakes freezing or erroring upon save. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. investigating Feb 24, 2025, 07:18 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake slowness and freezing. We will provide a final update as soon as possible. We thank you for your patience.

3. identified Feb 24, 2025, 08:40 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake slowness and freezing. We have identified an issue specifically with intake letters using the 'draw' function for signatures. As a temporary work around, you may switch to the 'type' option when signing an intake letter to successfully submit. We will provide a final update as soon as possible. We thank you for your patience.

4. monitoring Feb 25, 2025, 12:37 PM UTC

   The issue with intake signatures has currently been resolved. Please know that following functionality has been temporarily disabled while we continue to work on a final resolution: 1) Ability to view eDocuments shared by the practice within MML. 2) Ability to upload a pharmacy benefits card via intelligent intake. We will continue to monitor this and provide a final update shortly. We thank you for your patience.

5. resolved Feb 27, 2025, 09:16 PM UTC

   The issue with intakes and intake signatures freezing has been resolved. Please know that following functionality has been temporarily disabled, but will be available again in a future release: 1) Ability to view eDocuments shared by the practice within MML. 2) Ability to upload a pharmacy benefits card via intelligent intake. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Feb 21, 2025, 01:32 PM UTC· resolved Feb 21, 2025, 09:40 PM UTC

1. investigating Feb 21, 2025, 01:32 PM UTC

   We are aware that there is an issue with intakes and MML receiving error 500 and other connection issues affecting all of our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. identified Feb 21, 2025, 04:16 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake and MML errors. We will provide a final update as soon as possible. We thank you for your patience.

3. monitoring Feb 21, 2025, 07:35 PM UTC

   Please know the issue with intakes and MML Error 500 has currently been resolved. We are still actively working on resolving a separate intake issue with the Patient Cost Estimator Signatures not saving into OfficeEMR. We will provide a final update shortly and thank you for your patience.

4. resolved Feb 21, 2025, 09:40 PM UTC

   The issue with Intake Cost Estimator Signatures has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Feb 14, 2025, 11:59 AM UTC· resolved Feb 14, 2025, 06:30 PM UTC

1. investigating Feb 14, 2025, 11:59 AM UTC

   We are aware that there is an issue within OfficeEMR affecting billing functionalities such as claim uploads, ERA downloads, and batch eligibility that is impacting all of our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. identified Feb 14, 2025, 02:03 PM UTC

   Please know our teams are still actively working to resolve your current issue with claims, ERAs, and batch eligibility. We will provide a final update as soon as possible. We thank you for your patience.

3. resolved Feb 14, 2025, 06:30 PM UTC

   The issue with claims, ERAs, and batch eligibility has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Feb 13, 2025, 01:33 PM UTC· resolved Feb 13, 2025, 04:28 PM UTC

1. investigating Feb 13, 2025, 01:33 PM UTC

   We are aware that there is an issue with initiating intake forms using the 'Send Intake Link' and 'Fill Out In Office' options affecting all of our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible.

2. identified Feb 13, 2025, 02:02 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake error 500 issues. We will provide a final update as soon as possible. We thank you for your patience.

3. identified Feb 13, 2025, 02:39 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake error 500 issues. We will provide a final update as soon as possible. We thank you for your patience.

4. identified Feb 13, 2025, 03:03 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake error 500 issues. We will provide a final update as soon as possible. We thank you for your patience.

5. identified Feb 13, 2025, 03:37 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake error 500 issues. We will provide a final update as soon as possible. We thank you for your patience.

6. identified Feb 13, 2025, 04:17 PM UTC

   Please know our teams are still actively working to resolve your current issue with intake error 500 issues. We will provide a final update as soon as possible. We thank you for your patience.

7. resolved Feb 13, 2025, 04:28 PM UTC

   The issue with Intelligent Intakes receiving Error 500 has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Dec 20, 2024, 07:11 PM UTC· resolved Jan 14, 2025, 03:00 PM UTC

1. identified Dec 20, 2024, 07:11 PM UTC

   We’ve identified a display issue affecting some of our client's SOAP Notes due to an update to our code that introduced unexpected behavior. This caused some notes and templates, particularly those with text copy-pasted from external sources (e.g., Safari), to display unexpected characters in place of apostrophes. No action is needed on your part, but we wanted to brief you on how we are resolving this issue: -Notes Created Before 12/12 release: A hot-fix being applied today, 12/20/24, will ensure that all apostrophes in these notes display correctly, as they did prior to the release. -Notes Created Between 12/12 and the 12/20 Hot-Fix: Apostrophes added or copied forward into notes during this time may temporarily display incorrectly (e.g., patient’s instead of patient's). This issue only affects the on-screen display of apostrophes; printed notes are not impacted. As a final step, in the coming days we will push an additional update to clean up all remaining apostrophe display issues in notes and templates created between 12/12/2024 and today, fully resolving the problem. Notice: This issue affects a small number of clients. Most clients will not experience any display problems, as the issue only arises when specific note templates or content include pre-existing data with problematic apostrophes. Thank you for your understanding and patience as we address this issue.

2. identified Dec 20, 2024, 08:34 PM UTC

   The first hot-fix has been applied for SOAP notes created prior to 12/12/24. Users must log out> Clear browser cache for all time> Log back in to see this change. The final hot-fix will be applied in the coming days to clean up all remaining apostrophe display issues in notes and templates created between 12/12/2024 and today, fully resolving the problem.

3. resolved Jan 14, 2025, 03:00 PM UTC

   The issue with SOAP note display issues will be resolved in tonight's release 24.126. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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Started Nov 19, 2024, 06:23 PM UTC· resolved Nov 20, 2024, 01:15 PM UTC

1. investigating Nov 19, 2024, 06:23 PM UTC

   We are aware that there is an issue with signatures not capturing on Intelligent Intakes when using an iPad that is affecting our customers at this time. Please know our development team is working diligently towards a resolution, and we will provide an update as soon as possible. IMPORTANT- Patients may use the 'Type' signature option as an alternative while we work on a resolution. We thank you for your patience with this matter.

2. monitoring Nov 20, 2024, 01:21 AM UTC

   Please know the issue with intake signatures has currently been resolved. We will continue to monitor this and provide a final update shortly. We thank you for your patience.

3. resolved Nov 20, 2024, 01:15 PM UTC

   The issue with intake signatures on iPads has been resolved. We appreciate your patience during this time. Please reach out to support for any further questions/issues.

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