MedicalDirector Outage History

Started Jul 28, 2025, 06:59 AM UTC· resolved Jul 30, 2025, 02:12 AM UTC

1. identified Jul 28, 2025, 06:59 AM UTC

   We are currently experiencing a full-service outage with HealthLink Referrals The issue has been identified and our engineering and operations teams are working hard to resolve it as soon as possible. Every effort is being made to minimise the impact to you, your staff and your patients. The issue is related to HealhtLink Referrals We will send an update shortly as soon as more information becomes available and we apologise for any inconvenience.

2. monitoring Jul 28, 2025, 10:57 PM UTC

   A fix has been applied and we are monitoring the results

3. resolved Jul 30, 2025, 02:12 AM UTC

   This incident has been resolved

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Started Jul 21, 2025, 11:53 PM UTC· resolved Jul 25, 2025, 01:16 AM UTC

1. identified Jul 21, 2025, 11:53 PM UTC

   We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below. NOTE: These instructions must be performed on the Database Server 1. Download the Update MD Exchange Root Certificate Tool to a known location 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete. If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.

2. monitoring Jul 22, 2025, 09:13 AM UTC

   We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below. NOTE: These instructions must be performed on the Database Server 1. Download the Update MD Exchange Root Certificate Tool to a known location 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete. If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.

3. monitoring Jul 22, 2025, 09:21 AM UTC

   We are continuing to monitor for any further issues.

4. monitoring Jul 22, 2025, 09:25 AM UTC

   We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below. NOTE: These instructions must be performed on the Database Server 1. Download the Update MD Exchange Root Certificate Tool from: http://download.hcn.com.au/downloads/support/UpdateMDExchangeRootCA(2025).exe 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete. If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.

5. resolved Jul 25, 2025, 01:16 AM UTC

   After monitoring the fix, we can confirm that it has been successful - all functions are now fully restored. Some customers have had trouble downloading the Root Certificate Tool due to internet security settings blocking the original file. To help with this, we’re now offering the same tool in a zipped format, which is more likely to get through these filters. Please find the new link to the Compressed Update MD Exchange Root Certificate Tool: http://download.hcn.com.au/downloads/support/UpdateMDExchangeRootCA(2025).zip MedicalDirector Support can be contacted by phone on 1300 300 161. Support is available from 8:00am to 6:00pm, Monday to Friday. We apologise for the inconvenience caused and thank you for your patience. The issue was related to MDExchange (MDX).

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Started Mar 03, 2025, 11:16 PM UTC· resolved Mar 04, 2025, 06:16 AM UTC

1. investigating Mar 03, 2025, 11:16 PM UTC

   We are currently investigating this issue.

2. monitoring Mar 04, 2025, 01:37 AM UTC

   This seems to be a false alert and no duplicate SMSs are being sent. It appears that this may only have been a logging display issue in our telemetry. We have restarted the relevant service to rectify and are monitoring closely. We have not been receiving reports of duplicates from customers, which seems to confirm this is only a logging issue.

3. resolved Mar 04, 2025, 06:16 AM UTC

   This incident has been resolved.

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Started Feb 24, 2025, 01:10 AM UTC· resolved Feb 26, 2025, 11:28 PM UTC

1. identified Feb 24, 2025, 01:10 AM UTC

   We are currently experiencing a partial outage with MedicalDirector Clinical paperless prescribing. The issue has been identified and our engineering and operations teams are working hard to resolve it as soon as possible. Every effort is being made to minimise the impact to you, your staff and your patients. The issue is related to ePrescribing via SMS being unavailable We will send an update shortly as soon as more information becomes available and we apologise for any inconvenience.

2. monitoring Feb 25, 2025, 01:10 AM UTC

   Mitigation and remediation steps have been implemented by the engineering team. ePrescriptions are expected to work as usual for Clinical, however you may experience some delays. The issue is related to ePrescribing via eRx. We will provide an update as more information becomes available and we apologise for any inconvenience.

3. resolved Feb 26, 2025, 11:28 PM UTC

   After monitoring the fix, we can confirm that it has been successful - all functions are now fully restored. We apologise for the inconvenience caused and thank you for your patience. The issue was related to ePrescribing via SMS being unavailable

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Started Nov 06, 2024, 10:50 PM UTC· resolved Nov 10, 2024, 10:40 PM UTC

1. monitoring Nov 06, 2024, 10:50 PM UTC

   We are currently experiencing a partial outage with Helix. It is related to not being able to login via SMS multi factor authentication. We have identified that the SMS multi factor authentication issue is related to the 3rd party SMS provider. In the meantime, we have turned this functionality off to ensure that users can login without any issues. If you are still presented with a MFA screen when logging in, please clear your cache or use a private browser and you will be able to proceed without providing SMS authentication. As soon as the 3rd party has resolved the issue on their side, we will re-enable SMS multi factor authentication.

2. monitoring Nov 07, 2024, 12:09 AM UTC

   We are currently encountering a partial disruption in our SMS services due to an issue with our third-party provider. This affects the delivery of outgoing SMS messages, including 2-factor authentication code messages from Helix, MD Clinical, and Smart products, which may not reach users. As soon as the 3rd party has resolved the issue on their side, SMS services will continue working and we'll enable MFA for Helix.

3. monitoring Nov 07, 2024, 10:56 PM UTC

   Our third-party SMS provider has implemented mitigation and remediation measures, which have restored the majority of outgoing SMS deliveries. As a result, we have re-enabled multi-factor authentication (MFA) for Helix to allow secure logins. However, we are still observing issues with incoming SMS responses from patients, such as appointment confirmations, which are not being sent back to Helix from the SMS provider. We are actively monitoring the situation and will provide further updates as soon as this is fully resolved. Thank you for your patience.

4. resolved Nov 10, 2024, 10:40 PM UTC

   This incident is now resolved. The 3rd party responsible for sending SMS messages have restored their services. We can see it is now working correctly. We apologise for any inconvenience caused and thank you for your patience.

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