Software of Excellence EXACT Outage History

Started Oct 22, 2026, 07:22 AM UTC· resolved Oct 23, 2026, 09:02 AM UTC

1. identified Oct 22, 2026, 07:22 AM UTC

   The NHSBSA (England) are currently applying updates to their services, during this time you may experience failures when attempting to transmit. We will update you once we have further information. Thank you.

2. resolved Oct 23, 2026, 09:02 AM UTC

   This incident has been resolved.

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Started Oct 20, 2026, 08:17 AM UTC· resolved Oct 20, 2026, 09:41 AM UTC

1. investigating Oct 20, 2026, 08:17 AM UTC

   We are aware that Payment Sense/Dojo are experiencing issues external to Exact. They are aware and currently investigating, which can be followed via their status page https://status.paymentsense.com. In the meantime, it is advised to switch to standalone mode which will resolve the issue temporarily whilst the fix is being applied.

2. resolved Oct 20, 2026, 09:41 AM UTC

   This incident has been resolved.

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Started Sep 22, 2026, 09:44 PM UTC· resolved Sep 22, 2026, 11:20 PM UTC

1. investigating Sep 22, 2026, 09:44 PM UTC

   We are aware of Online Booking 2FA confirmation codes not sending via email, and are actively investigating. Patients can still recieve 2FA codes via SMS.

2. investigating Sep 22, 2026, 10:50 PM UTC

   We are continuing to investigate this issue.

3. resolved Sep 22, 2026, 11:20 PM UTC

   The issue affecting Online Booking 2FA codes being sent via email has now been resolved, and Online Booking is fully operational.

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Started Sep 16, 2026, 11:34 PM UTC· resolved Sep 17, 2026, 10:40 PM UTC

1. investigating Sep 16, 2026, 11:34 PM UTC

   We are aware of Online Booking 2FA confirmation codes not being received by patients via email or SMS, and are actively investigating.

2. resolved Sep 17, 2026, 10:40 PM UTC

   The issue affecting Online Booking 2FA confirmation codes has now been resolved. We apologise for any inconvenience caused and appreciate your patience while we worked to fix the issue.

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Started Aug 18, 2026, 09:02 AM UTC· resolved Aug 18, 2026, 12:14 PM UTC

1. investigating Aug 18, 2026, 09:02 AM UTC

   We are aware practices are experiencing issues with payment terminals and are actively investigating this.

2. resolved Aug 18, 2026, 12:14 PM UTC

   This incident has been resolved.

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Started Jun 18, 2026, 09:35 AM UTC· resolved Jun 24, 2026, 09:15 AM UTC

1. investigating Jun 18, 2026, 09:35 AM UTC

   We are currently seeing an issue regarding the Pearl AI (Second Opinion) system that integrates with EXACT. We are working with Pearl AI to resolve this issue swiftly. Please monitor this page for updates.

2. resolved Jun 24, 2026, 09:15 AM UTC

   This has now been resolved. Should you still be experiencing issues, we advise a service restart to apply the changes. If this does not resolve the issue, please contact us. Thank you.

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Started Apr 14, 2026, 12:07 PM UTC· resolved Apr 14, 2026, 01:25 PM UTC

1. investigating Apr 14, 2026, 12:07 PM UTC

   We are currently aware of an issue causing our Live Chat and EXACT Assist system to be unresponsive. Our team is working closely with third-party providers to resolve this as quickly as possible. We apologise for any inconvenience and will provide updates as soon as more information becomes available.

2. resolved Apr 14, 2026, 01:25 PM UTC

   The issue affecting our Live Chat and EXACT Assist systems has now been resolved. All services are operating as normal. We apologise for any inconvenience caused and appreciate your patience while we worked to fix the issue.

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Started Apr 07, 2026, 08:55 AM UTC· resolved Apr 07, 2026, 03:17 PM UTC

1. identified Apr 07, 2026, 08:55 AM UTC

   We have observed an issue affecting the performance of Online Booking and the Patient Portal for EXACT users. Our development team is currently implementing potential fixes.

2. resolved Apr 07, 2026, 03:17 PM UTC

   We are now seeing that both Online Booking and Patient Portal have returned to normal

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Started Apr 02, 2026, 01:16 PM UTC· resolved Apr 04, 2026, 10:57 AM UTC

1. investigating Apr 02, 2026, 01:16 PM UTC

   We are currently experiancing an issue effecting portal forms on exact. The issue presents as either patients not recieveing the text with the MFA code to log in, or that when thye do fill forms out they are not visable in EXACT. Our development team are currently Investigating this issue.

2. resolved Apr 04, 2026, 10:57 AM UTC

   The issue with Patient Portal has now been resolved. This was caused by a change in the Microsoft Azure system. We are seeing SMS message for the 2FA system and forms moving as normal. Some patients may report this issue, this is likely due to them attempting to fill out forms during the outage, please have them try again now and if still failing send them a new link.

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Started Mar 31, 2026, 10:27 PM UTC· resolved Mar 31, 2026, 11:47 PM UTC

1. investigating Mar 31, 2026, 10:27 PM UTC

   We identified and resolved an issue impacting Exact Online Booking and the Patient Portal. All services are operational once again.

2. investigating Mar 31, 2026, 11:46 PM UTC

   We identified and resolved an issue impacting Exact Online Booking and the Patient Portal. All services are operational once again.

3. resolved Mar 31, 2026, 11:47 PM UTC

   This incident has been resolved.

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Started Mar 12, 2026, 09:21 AM UTC· resolved Mar 12, 2026, 03:24 PM UTC

1. investigating Mar 12, 2026, 09:21 AM UTC

   We are aware of an issue currently affecting Online Booking, SOE Connect and Prior Approvals for some users. Our Development Team are aware and actively investigating this, with a fix anticipated shortly.

2. monitoring Mar 12, 2026, 12:01 PM UTC

   We have identified the cause of the issue to be an overnight failure in the worker services connecting to the cloud services. To resolve the issue, a server restart is required. This can be performed by the practice or with the help of their IT Team. However, if any assistance is needed here, please contact us via live chat.

3. resolved Mar 12, 2026, 03:24 PM UTC

   This incident has been investigated. We recommend a server restart to resolve the issue, however for customers to contact us should this not be successful. Thank you.

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Started Mar 03, 2026, 04:28 PM UTC· resolved Mar 03, 2026, 05:37 PM UTC

1. investigating Mar 03, 2026, 04:28 PM UTC

   Our Development Team are aware of the issue and are actively investigating to find a resolution as quickly as possible.

2. resolved Mar 03, 2026, 05:37 PM UTC

   We can confirm that this issue has been resolved following investigation and testing from our Development Team.

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Started Mar 03, 2026, 03:52 PM UTC· resolved Mar 03, 2026, 04:45 PM UTC

1. identified Mar 03, 2026, 03:52 PM UTC

   Second Opinion has identified and reported an issue with their Pearl AI software, which integrates with EXACT. Customers worldwide are reporting delays and slowness that are preventing images and detections from appearing. The Pearl team is treating this as a priority, and we will provide an update as soon as more information becomes available.

2. resolved Mar 03, 2026, 04:45 PM UTC

   This incident has been resolved.

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Started Mar 03, 2026, 10:01 AM UTC· resolved Mar 03, 2026, 03:48 PM UTC

1. identified Mar 03, 2026, 10:01 AM UTC

   An issue has been identified with NHS systems in EXACT, which is currently affecting both Transmissions and CHI numbers. This appears to be a wider NHS issue, as it is being reported across multiple Practice Management Systems, not just EXACT. We are actively liaising with the NHS to help get this resolved. At present, this issue is affecting sites in Scotland only.

2. resolved Mar 03, 2026, 03:48 PM UTC

   We are currently awaiting confirmation from the NHS. However, based on our own testing, this issue now appears to be resolved. If you are still experiencing the problem, please restart your server machine. If you are unsure how a restart may affect your IT environment, please liaise with your IT team to ensure it is restarted correctly.

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Started Jan 26, 2026, 09:27 AM UTC· resolved Jan 26, 2026, 02:02 PM UTC

1. monitoring Jan 26, 2026, 09:27 AM UTC

   Microsoft have reported an issue with Azure in the UK South region. This may have an affect on our Worldpay integration due to a dependancy on this service. Practices experiencing issues are advised to revert to taking payments manually via the terminal. For instructions on how to complete this, click link here: https://help.softwareofexcellence.com/hc/en-gb/articles/360061593331-Setting-the-Paymentsense-Dojo-Terminal-to-Stand-Alone

2. resolved Jan 26, 2026, 02:02 PM UTC

   This incident has been resolved.

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Started Jan 14, 2026, 04:58 PM UTC· resolved Jan 15, 2026, 10:24 AM UTC

1. investigating Jan 14, 2026, 04:58 PM UTC

   We are aware of an issue with integrated payments and are currently investigating the cause of the issue and a resolution. In the meantime, you can still takes payments using 'standalone mode' by following this guide https://help.softwareofexcellence.com/hc/en-gb/articles/360061593331-Setting-the-Paymentsense-Dojo-Terminal-to-Stand-Alone We will update this page when we know more. Thank you.

2. resolved Jan 15, 2026, 10:24 AM UTC

   The cause of the payment integration issue has been identified. The cause was due to a Microsoft service update that caused an issue with a service known as the worker service. With this in mind, this may also affect other services such as Online Bookings. This issue can be resolved by restarting this service. The best way to do this is to restart your Server machine. We recommend contacting your IT before restarting your server to make sure it is done safely and in line with your IT/Hardware setup.

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Started Dec 10, 2025, 09:49 AM UTC· resolved Dec 10, 2025, 03:12 PM UTC

1. investigating Dec 10, 2025, 09:49 AM UTC

   We are currently investigating an issue with SOE Connect affecting all sites. This may impact services in EXACT, including integrated payments (Dojo, Paymentsense, and Worldpay) as well as Prior Approvals for NHS Scotland. In the meantime, please follow our guide on setting your payment terminals to Stand-Alone Mode, so you can manually enter payments into EXACT if required. https://help.softwareofexcellence.com/hc/en-gb/articles/360061593331-Setting-the-Paymentsense-Dojo-Terminal-to-Stand-Alone

2. identified Dec 10, 2025, 11:01 AM UTC

   We have identified the root cause of the issue, and we are in the process of implementing a fix.

3. monitoring Dec 10, 2025, 11:15 AM UTC

   The Fix has been implemented, and we are seeing success from sites after restarting their exact. Please log out of EXACT and log back in, and test the affected services.

4. resolved Dec 10, 2025, 03:12 PM UTC

   This incident has been resolved.

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Started Dec 02, 2025, 12:58 PM UTC· resolved Dec 04, 2025, 10:43 AM UTC

1. identified Dec 02, 2025, 12:58 PM UTC

   We are currently receiving reports from EXACT customers that the CliniPad app is crashing on Apple/iOS devices. Our teams are actively investigating the issue with the group responsible for CliniPad updates and are working towards a resolution. In the meantime, some sites have reported success after updating their iPads to iOS 26 (or the latest version available to you). If this does not resolve the issue, please continue to monitor this page for further updates.

2. identified Dec 03, 2025, 09:57 AM UTC

   The Clinipad App has been removed from the Apple App Store while we test a new fix. Clinipad will be made available in the App Store again once testing has been completed.

3. resolved Dec 04, 2025, 10:43 AM UTC

   The fixed version of the Clinipad App is now available on the Apple App Store (V2.3.1) If you were experiencing issues with your Clinipads, please update or reinstall the app to resolve. If this does not resolve your issue, please contact our support team through Live Chat.

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Started Oct 29, 2025, 08:36 PM UTC· resolved Oct 29, 2025, 10:56 PM UTC

1. investigating Oct 29, 2025, 08:36 PM UTC

   We are currently experiencing a Microsoft outage, which is affecting the performance of a number of features of Exact, such as Online Booking, Patient Portal and Integrated Payments. Microsoft has implemented a fix and is currently working on rolling that fix out to impacted regions.

2. investigating Oct 29, 2025, 08:36 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 29, 2025, 08:39 PM UTC

   The issue has been identified and a fix is being implemented.

4. identified Oct 29, 2025, 09:27 PM UTC

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

5. identified Oct 29, 2025, 09:28 PM UTC

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

6. monitoring Oct 29, 2025, 09:28 PM UTC

   A fix has been implemented and we are monitoring the results.

7. resolved Oct 29, 2025, 10:56 PM UTC

   This incident has been resolved.

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Started Oct 15, 2025, 08:24 AM UTC· resolved Oct 30, 2025, 09:11 AM UTC

1. investigating Oct 15, 2025, 08:24 AM UTC

   Update regarding Clinipad issues - 15th October 2025 It has been confirmed that the issue is caused by a recent Windows update - Microsoft has acknowledged the issue and is working on a fix. In the meantime, we have successfully resolved the issue by rolling back Windows updates. Please note: We recommend contacting your IT Support to assist with these steps due to the increased vulnerability this can introduce. To roll back your Windows updates and regain Clinipad functionality: For Windows 11 (24H2): 1. Uninstall both KB5066131 and KB5066835 updates. 2. Pause all Windows Updates; to prevent the updates from being installed automatically. 3. Restart the computer. For Windows 11 (25H2): 1. Uninstall both KB5066128 and KB5066835 updates. 2. Pause all Windows Updates; to prevent the updates from being installed automatically. 3. Restart the computer. 4. Uninstall KB5065789 update. 5. Restart the computer. We will update this statuspage once a permanent resolution is available or when you can resume your Windows updates.

2. investigating Oct 15, 2025, 03:15 PM UTC

   We are continuing to investigate this issue.

3. identified Oct 16, 2025, 02:32 PM UTC

   If you have not yet installed the latest Windows Updates, we strongly recommend pausing all updates immediately to prevent the issue from occurring. Please contact your IT Support for assistance in pausing updates. For reference, the problematic updates are: Windows 11 (24H2): KB5066131 and KB5066835 Windows 11 (25H2): KB5066128, KB5066835, and KB5065789 We have identified that recent Windows Updates are causing issues with Clinipad connectivity and performance. If you have already installed the Windows Updates and are experiencing issues with Clinipad, the issue can be temporarily resolved by rolling back the affected updates. Please note: Rolling back Windows Updates can introduce security vulnerabilities. We recommend contacting your IT Support team to assist with these steps. To restore Clinipad functionality by rolling back the affected Windows Updates: For Windows 11 (24H2): Uninstall updates KB5066131 and KB5066835. Pause all Windows Updates to prevent automatic reinstallation. Restart the computer. For Windows 11 (25H2): Uninstall updates KB5066128 and KB5066835. Pause all Windows Updates to prevent automatic reinstallation. Restart the computer. Uninstall update KB5065789. Restart the computer again. We will provide a further update once a permanent fix is available or when it is safe to resume Windows Updates.

4. resolved Oct 30, 2025, 09:11 AM UTC

   This incident has been resolved.

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Started Aug 20, 2025, 10:41 AM UTC· resolved Aug 20, 2025, 05:03 PM UTC

1. investigating Aug 20, 2025, 10:41 AM UTC

   We are aware of an issue impacting Pearl AI, whereby some practices may be unable to see images taken today, and they will load up either a black screen or without the current images showing. Historical images are unaffected. Our engineers are investigating and working to restore full functionality.

2. monitoring Aug 20, 2025, 01:16 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Aug 20, 2025, 05:03 PM UTC

   This incident has been resolved.

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Started Aug 18, 2025, 07:30 AM UTC· resolved Aug 18, 2025, 02:51 PM UTC

1. investigating Aug 18, 2025, 07:30 AM UTC

   We’re aware of an issue affecting our online booking payments system. Please do not enter deposits manually. If a deposit has already been processed manually for a missing appointment, please delete it. Our development team is actively investigating the cause of the issue and working on a resolution. Updates will be posted here as soon as more information becomes available. We appreciate your patience and understanding while we resolve this issue.

2. resolved Aug 18, 2025, 02:51 PM UTC

   This incident has been resolved.

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Started Jun 06, 2025, 01:26 PM UTC· resolved Jun 06, 2025, 03:15 PM UTC

1. identified Jun 06, 2025, 01:26 PM UTC

   We have identified an issue causing users to be unable to contact our agents via Live Chat. We are working on a full resolution currently and will update our status page as soon as we can. Exact Assist can still be accessed and will be able to provide answers to most queries.

2. resolved Jun 06, 2025, 03:15 PM UTC

   This incident has been resolved.

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Started May 28, 2025, 10:04 AM UTC· resolved May 28, 2025, 10:57 AM UTC

1. investigating May 28, 2025, 10:04 AM UTC

   We are aware of slowness issues with Patient Portal, we are currently investigating and will update in due course.

2. investigating May 28, 2025, 10:09 AM UTC

   Our development team have been made aware of the slowness and are currently working to identify the problem.

3. resolved May 28, 2025, 10:57 AM UTC

   There will now be improvements and reduced slowness due to a fix development have deployed. We are continuing to monitor this to ensure there are no further problems with slowness following this situation today. Our Development team will also be looking into the route cause of this problem going fowards.

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Started May 22, 2025, 01:12 PM UTC· resolved May 22, 2025, 08:02 PM UTC

1. investigating May 22, 2025, 01:12 PM UTC

   We are aware that emails via Campaign+ are currently not sending. We are investigating this issue, and will update on our status page here as soon as possible.

2. resolved May 22, 2025, 08:02 PM UTC

   This incident has been resolved.

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