Portal Delays

Update timeline

1. monitoring May 26, 2026, 02:59 PM UTC

   We have implemented a fix and we are monitoring the results. Providers and staff should now be able to search for users normally, and we will be restoring the Dashboard update speed shortly.

2. investigating May 26, 2026, 02:59 PM UTC

   We are continuing to investigate portal delays affecting user searches in larger organizations. We appreciate your patience.

3. identified May 26, 2026, 02:59 PM UTC

   We are continuing to work on a fix for this issue. We appreciate your patience.

4. investigating May 26, 2026, 02:59 PM UTC

   Our development team is currently investigating reports of delays occurring in the Mend portal. These delays appear to be affecting patient and provider search functions in some of our larger organizations. If you encounter this issue, please wait a few minutes and refresh. We hope to have this issue fully resolved shortly and we appreciate your patience.

5. identified May 26, 2026, 02:59 PM UTC

   In order to address the slowdowns affecting user searches in larger organizations, we will be temporarily adjusting the Dashboard update frequency. This may result in a slight delay in showing appointment status changes on the Dashboard. We appreciate your patience, and intend to be functioning at full speed shortly.

6. resolved May 26, 2026, 02:59 PM UTC

   At 11:30am, we started seeing an increased number of connections to our database, specifically in the area of loading and searching user accounts. This increase was due to a performance improvement we released on Saturday to address long appointment load times. The increased requests and amount of users lead to a cascading failure due to an underlying performance issue we had not identified. To resolve this issue, we have optimized the performance issues for these requests. The change resulted in requests executing 4 times faster than previously and brought our overall system load down by 32%. We do not anticipate a recurrence of this and are working with our DBA team to identify and address any other non-performance calls and indexes.

7. resolved May 26, 2026, 02:59 PM UTC

   The delays affecting user searches in our larger organizations have been fully resolved, and the Dashboard update frequency has been restored to normal for all users.