Performance degradation when accessing Denticon
Affected: Practice Management
Planet DDS Outage History
Planet DDS is up right nowPlanet DDS had 39 outages in the last 2 years totaling 60h 36m of downtime — averaging 1.6 incidents per month.
There were 39 Planet DDS outages since June 20, 2025 totaling 60h 36m of downtime. Each is summarised below — incident details, duration, and resolution information.
Azure Service Degradation – Causing performance impact on Denticon and Apteryx
Affected: Practice ManagementXVWeb Viewer
Timeline · 12 updates
Microsoft Azure Fabric Service Performance Degraded impacting Denticon Practice Analytics
Affected: Practice Analytics
Timeline · 4 updates
- investigating Oct 21, 2025, 03:23 PM UTC
We’re currently experiencing degraded performance with our partner service Microsoft Azure Fabric Service which is impacting Denticon Practice Analytics. Our team is actively working with our partner to restore service back to normal operation.
- identified Oct 21, 2025, 05:39 PM UTC
Denticon Practice Analytics: We continue to observe degraded performance, and sites may be in read-only mode due to an ongoing Microsoft Azure Fabric outage. Our team is actively working with our partner to restore service back to normal operation.
- identified Oct 21, 2025, 05:40 PM UTC
Denticon Practice Analytics: We continue to observe degraded performance, and sites may be in read-only mode due to an ongoing Microsoft Azure Fabric outage. Our team is actively working with our partner to restore service back to normal operation.
- resolved Oct 21, 2025, 06:23 PM UTC
This incident has been resolved.
Cloud9 Login and performance Issues
Affected: Practice Management (cloud9ortho.com)
Timeline · 5 updates
- investigating Oct 20, 2025, 08:34 PM UTC
We are currently investigating reports of login problems and slow performance on few Cloud9 Sites. Our team is working to identify the cause and restore full access as quickly as possible. Updates will be shared as more information becomes available.
- identified Oct 20, 2025, 08:55 PM UTC
The root cause has been confirmed to be related to an ongoing issue with AWS - Partner Service. Our team has identified a potential workaround and is currently testing it to restore normal operations. We will provide an update once the workaround has been applied and verified.
- identified Oct 20, 2025, 09:03 PM UTC
Our team is implementing a workaround that is expected to take approximately 20 minutes to complete.
- monitoring Oct 20, 2025, 09:28 PM UTC
The workaround has been applied, and we are observing recovery of the sites. Our team will continue to monitor the situation.
- resolved Oct 20, 2025, 09:56 PM UTC
This incident has been resolved.
AWS - Partner Service Performance Degraded Impacting Denticon and Cloud 9
Affected: Practice ManagementPractice Management (cloud9ortho.com)
Timeline · 5 updates
- investigating Oct 20, 2025, 09:32 AM UTC
We’re currently experiencing degraded performance with our partner service AWS which might impact Denticon and Cloud 9 applications. Our team is actively working with AWS to restore service back to normal operation.
- monitoring Oct 20, 2025, 09:38 AM UTC
A fix has been implemented by AWS. Both Denticon and Cloud9 are operating normally, and we continue to monitor system performance.
- monitoring Oct 20, 2025, 02:24 PM UTC
We are continuing to monitor for any further issues.
- monitoring Oct 20, 2025, 02:27 PM UTC
We are continuing to monitor for any further issues.
- resolved Oct 20, 2025, 06:42 PM UTC
The incident has been resolved, with no issues observed on Denticon or Cloud9.
[Legwork] - [PMS] Service Performance Degraded
Affected: Patient Engagement
Timeline · 3 updates
- investigating Oct 07, 2025, 09:04 PM UTC
We are currently experiencing degraded performance, affecting Legwork Patient Engagement features. This may cause temporary delays or inconsistencies between your Legwork account and your PMS. Our team is actively working to restore service.
- monitoring Oct 08, 2025, 12:48 PM UTC
The fix was applied last night, and we are continuing to monitor system.
- resolved Oct 08, 2025, 04:14 PM UTC
All Legwork Patient Engagement features and PMS integrations are now operating normally. Our monitoring confirms full functionality has been restored, and no further issues have been observed.
Cloud9 – Service Partner Degradation Intermittently Impacting Some User Payments
Affected: Payment Processing
Timeline · 3 updates
- investigating Sep 17, 2025, 08:11 PM UTC
We’re currently experiencing an issue with one of our partner services which may be impacting payments for some users intermittently within Cloud9. Our team is actively working with our partner to restore service back to normal operation.
- monitoring Sep 17, 2025, 10:21 PM UTC
Payments have been processing normally since 2:00 PM PT. We are working with our partner services team to confirm the root cause.
- resolved Sep 17, 2025, 11:08 PM UTC
Payments are processing normally, and no issues have been observed.
Some clients are unable to access XVWeb
Affected: XVWeb Viewer
Timeline · 2 updates
- monitoring Sep 15, 2025, 06:53 PM UTC
At approximately 11:21am PT, automated monitoring detected an issue causing some clients to be unable to reach XVWeb due to a network error. The network connection to XVWeb was restored at 11:28am PT, and all connections to XVWeb are now successful. We are continuing to investigate and will provide a Root Cause as it is identified.
- resolved Sep 16, 2025, 02:05 AM UTC
This incident has been resolved. A complete Root Cause Analysis will be published within the next business day.
[Incident] - [ DENTICON] - External API Services Performance Degraded
Affected: API (Existing, New)
Timeline · 4 updates
- investigating Aug 25, 2025, 12:09 PM UTC
We’re currently experiencing degraded performance with External API services. We apologize for any inconvenience. Our team is actively working to resolve the issue and restore normal speed and reliability. We really appreciate your patience and understanding while we get things back on track.
- investigating Aug 25, 2025, 12:49 PM UTC
We’ve mitigated the immediate impact of the slowdown, and most requests should now be served correctly. Our team is continuing to investigate the root cause and exploring alternate solutions to fully restore normal operations. Thank you for your patience—we’ll share further updates as soon as we can.
- investigating Aug 25, 2025, 03:00 PM UTC
The team has successfully identified and implemented a permanent solution. We've closely monitored system behavior over the past 15 minutes, and all indicators suggest the issue has been resolved.
- resolved Aug 25, 2025, 03:03 PM UTC
The team has successfully identified and implemented a permanent solution. We've closely monitored system behavior over the past 15 minutes, and all indicators suggest the issue has been resolved.
XVWeb AI Slowness
Affected: XVWeb AI Integration
Timeline · 3 updates
- investigating Aug 19, 2025, 03:32 PM UTC
We are currently investigating reports of slowness within XVWeb, for some customers/locations.
- monitoring Aug 19, 2025, 03:40 PM UTC
We have identified the source of slowness and mitigated the issue. All customers should now be operational as of 8:37am PT. We will continue to monitor.
- resolved Aug 21, 2025, 06:37 PM UTC
This incident has been resolved.
Denticon - Partner Service Outage Impacting Eligibility & Claims
Affected: Eligibility and Claims (DentalXchange)
Timeline · 3 updates
- investigating Jul 24, 2025, 12:21 PM UTC
We’re currently experiencing an outage with our partner service (Dental XChange) which may be impacting Eligibility & Claims functionality for some users within Denticon. Our team is actively working with our partner to restore service back to normal operation.
- monitoring Jul 24, 2025, 01:41 PM UTC
Our partner has implemented a fix and reporting all services as operational - we will continue to monitor closely.
- resolved Jul 24, 2025, 02:17 PM UTC
This partner incident has now been resolved.
[Denticon] - [DPC] Service Performance Degraded
Affected: Patient Communication
Timeline · 3 updates
- investigating Jun 25, 2025, 03:52 PM UTC
We’re currently experiencing degraded performance with [Denticon DPC]. We apologize for any inconvenience. Our team is actively working to restore service back to normal operation.
- monitoring Jun 25, 2025, 05:19 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jun 25, 2025, 05:21 PM UTC
This incident has been resolved.
[Denticon] - [PDDS Pay] Service Performance Degraded
Affected: Payment Processing
Timeline · 3 updates
- investigating Jun 20, 2025, 07:52 PM UTC
We’re currently experiencing degraded performance with Denticon PDDS Pay. We apologize for any inconvenience. Our team is actively working to restore service back to normal operation.
- monitoring Jun 20, 2025, 08:19 PM UTC
We have identified a fix and are rolling it out at this time.
- resolved Jun 20, 2025, 09:14 PM UTC
This issue is now resolved. If you still experience any performance degradation, please log out and log back in.
Denticon - Scheduler Service - functionality degraded for some users.
Affected: Practice Management
Timeline · 6 updates
- investigating Jun 20, 2025, 12:55 PM UTC
We’re currently experiencing degraded performance with Scheduler. We apologize for any inconvenience. Our team is actively working to restore service back to normal operation.
- investigating Jun 20, 2025, 01:37 PM UTC
We are continuing to investigate this issue, and apologize for any inconvenience.
- investigating Jun 20, 2025, 01:56 PM UTC
While we work on resolving issues with Holidays and Office closed slots in "Daily View by User View", please consider either of following workarounds: 1. Use the Provider or Weekly view to review schedules. 2. Add a temporary block on the "Daily View by User View" as needed.
- investigating Jun 20, 2025, 03:37 PM UTC
We are continuing to investigate this issue. We currently believe that the loss of functionality is isolated to the 'Daily View' within the Scheduler and that making use of the 'Provider' or 'Weekly' views within Scheduler could be a work around for users experiencing issues.
- monitoring Jun 20, 2025, 04:31 PM UTC
We believe we have identified a short term workaround to this issue. Impacted users should be prompted to attempt to log out and back in again. We will continue to monitor this closely.
- resolved Jun 20, 2025, 04:59 PM UTC
We believe this incident has now been resolved, however we will continue to monitor closely.