Tebra incident
Users still experiencing issues with logging into Web app and PM Desktop
Tebra experienced a minor incident on February 4, 2025 affecting Platform and Clinical (EHR) and 1 more component, lasting 15h 38m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Feb 04, 2025, 02:28 PM UTC
We are continuing to investigate an issue where users are unable to access Web app and PM Desktop. Tebra identified an issue with our DNS services provider, which we are actively working to resolve. If you are still experiencing connectivity issues with our sites, you may find the following steps helpful for refreshing your DNS cache: For Windows Users: Open the Command Prompt as an administrator. Type `ipconfig /flushdns` and press Enter. This will clear your computer’s stored DNS records, effectively refreshing the DNS cache. For Mac Users: Open the Terminal application. Enter the following command: `sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder`. Press Enter. You will be prompted to enter your administrator password to execute the command. Important Notes: Administrator Access: You must have administrator privileges to perform these steps. Terminal Access (Mac): The command must be run through the Terminal application on your Mac. We also recommend restarting your PC after performing the above steps. We appreciate your patience as we work to resolve this issue and apologize for any inconvenience Our engineering team is actively working on providing solution as soon a possible. We apologize for any impact this causes to your business and will keep you updated on our progress. Thank you for your understanding.
- investigating Feb 04, 2025, 03:11 PM UTC
For users still experiencing the DNS error, we have found that restarting your Router have proven successful. We recommend unplugging the router for at least 1 minute in order to flush the cache and replug. Thank you for your continued patience.
- monitoring Feb 04, 2025, 11:45 PM UTC
We have identified a potential solution to the log in error. Here is a link that will walk you through updating the DNS settings. https://helpme.tebra.com/February_2025_Incident If you are not successful after going through these steps please reach out to support for further assistance. Thank you for your continued patience.
- resolved Feb 05, 2025, 06:06 AM UTC
This incident has been resolved.