RethinkBH Outage History

We are receiving reports of the clinical programming page loading slowly / not loading the view data page for some users and are actively investigating the issue.

Our Vendor for LiveChat is currently experiencing issues resulting in the Rethink LiveChannel being unavailable. We are actively in communication with them and will resume LiveChat services once the system is fully operational. In the interim, our support agents are available via our ticketing form or phone calls. For more support options, please see: https://www.rethinkbehavioralhealth.com/support/#

We are receiving reports of users receiving error messaging when entering in data via the legacy app and some reports of web browser. Our team is actively investigating this

We have received several reports of Billing Export uploads to Tebra remaining unprocessed and in the "In Progress" status since yesterday. We are investigating this issue and working with Tebra to ensure all reports will be processed as quickly as possible. Please hold on uploading reports as this will cause further delays in the processing.

We are currently investigating an alert from our service provider regarding access for our users. This may appear for some users as slow loading or inability to access the site. Particularly users utilizing mobile app and integrations Actions being taken --Engineering is actively working with Azure’s recovery process, including traffic rebalancing and rollback activities already underway at the platform level --Teams are making configuration changes to restore service in healthy availability zones and improve resilience

We have received reports of site slowness from several users. We are investigating these reports and are working on a resolution as quickly as possible.

We have received reports of slow loading times within the Group Calendar as well as other areas of the Scheduler. We are investigating this issue and are working on resolving it as quickly as possible.

We are currently investigating reports of users being kicked out of and/or being unable to login to the Rethink BH+ mobile App as well as reports of slow loading and other performance issues on the RethinkBH website. We are working to resolve these issues as quickly as possible and will continue to post updates as they are available.

We have received reports of slow loading across the site. We are investigating these issues and working on a resolution as quickly as possible. We will continue to provide updates as the situation evolves.

The issue from yesterday (10/21) where users received a "There was an error performing your action. Please contact your account administrator if the issue persists." message when opening an existing VB-MAPP assessment remains resolved. Two issues currently exist relating to the VB-MAPP Assessment within Rethink. 1. The message "There was an error performing your action. Please contact your account administrator if the issue persists." appears when attempting to assign a new VB-MAPP assessment to a client 2. The questions under the EESA area of the assessment are not appearing Our Development Team is looking into these issues and working on resolving them as quickly as possible. We will continue to post updates here.

The issue where the questions were not appearing within the EESA area of the VB-MAPP assessment has now been resolved. We are continuing to work with VB-MAPP regarding the assignment of new assessments.

We have received reports of the site loading slowly or not loading at all (500 Error Page) for some users. Our Development Team has been alerted to this issue and is investigating. We will continue to post updates on this page.

We have received reports of some users being unable to submit session notes via the website. Our Development Team is investigating this issue and is working on resolving it as quickly as possible.

Some users are receiving a "Warning! Staff member will need to be assigned to this client in order to open appointment and perform verifications and/or session notes" message when attempting to schedule appointment even when the staff member is assigned to the client. This message should not impact the ability to schedule the appointment. Our Development Team is working on resolving this issue as quickly as possible.

Some users are being redirected to the home page when attempting to move between the tabs (Future, Mastered, Discontinued) on the Client Program page. We are investigating this issue with high priority and working on resolving it as quickly as possible. We will continue to post updates here.

We are continuing to work on this issue. We have a possible solution that is expected to be launched tonight or early tomorrow. We will continue to post updates as we have more information regarding this issue.

We are receiving reports of loading issues and slowness on the website. We are investigating these issues with the highest priority and are working on resolving them as quickly as possible. We will post updates regarding this issue as soon as we have them.

We are receiving reports of loading issues on the RethinkBH mobile app as well as slowness on the website. We are investigating these issues with the highest priority and are working on resolving them as quickly as possible. We will post updates regarding this issue as soon as we have them.

We have received reports of analyze data tab not showing all graphing display options. Currently when viewing graphs, 'view by trial set' is functioning as intended, however view options such as 'by day' 'by month', by 'week' are not. Our development team is investigating the issue and working to resolve this.

We have received reports from several users that they are unable to open or verify travel appointments. Our Development Team is investigating this issue. We will provide updates as soon as they are available.

We have received several reports of slow loading on the Rethink Site. Our Development Team is looking into this with high priority and is working on resolving it as quickly as possible. We will continue to post updates here.

In order to help address the site performance issues being experienced by some users we will need to reset the platform. This will occur at 11:50am ET and may result in some users being unable to access the platform for around 10 minutes.

We are continuing to investigate the site performance issues. The issue appears to be related to our Server Provider and we are working with them to launch a solution as quickly as possible.

We are investigating reports of site slowness and are working to resolve them as quickly as possible. We will continue to provide updates as we have more information.

Some accounts are reporting that their users are having trouble logging in via the Mobile App. We are investigating this issue and are working on resolving it as quickly as possible.

We are receiving reports of the site loading slowly from some users. We are investigating these reports and are working on resolving them as quickly as possible.

In order to address the site performance issues, we will be resetting the platform. Some users may be unable to access the platform for a few minutes during this time.

We are continuing to see site performance issues after the reset. We are continuing to investigate with the highest priority and are working to resolve these issues as quickly as possible.

We have received reports from some users of extended loading times and slow site performance. Our Development Team is investigating potential causes for this and is working on resolving it was quickly as possible.