Zus Health Outage History

We are aware of an issue impacting Generated Patient Summary (GPS) generation in the Zus App. We are in the process of deploying a fix, and will update this incident when GPS is available again.

As of 8:20 am eastern, Zus noticed authorization failures for all requests to Carequality coming from Delegate customers who have a Principal on Surescripts, including Principals on eClinicalWorks. We have escalated this issue to the Surescripts team and to our network partner.

We have received confirmation that this issue is being caused by unexpected directory updates made by Surescripts to their Principal listings, and that the issue has been impacting Delegate queries since 3/11/2026. We are currently waiting on Surescripts for a fix.

The issue remains ongoing. Surescripts has acknowledged the priority of this matter and is actively working toward a resolution. We are currently awaiting an estimated timeline for remediation and will share updates as soon as more information becomes available.

This issue remains ongoing, and customers with Surescripts/eClinicalWorks principals are still impacted. Surescripts has confirmed that their engineering team is actively working on a resolution. We’re continuing to stay closely engaged with their team and will provide updates as soon as additional information, including an estimated timeline for resolution, becomes available.

Zus’s monitoring identified a higher-than-normal rate of errors affecting Surescripts Bulk jobs. At this time, approximately 3–4% of total jobs are impacted. EHR data does not appear to be impacted. Our team is actively investigating and working with Surescripts to identify the root cause and implement a resolution. We will continue to monitor the situation closely and provide updates as more information becomes available.

We are currently still in process of re-running all affected jobs. We expect the reprocessing to complete and the associated data to be delivered within the next 36 hours. We will provide another update once the reprocessing is complete or if additional information becomes available.

We are aware of an issue where users are unable to click on any links in the left hand menu of a patient ZAP. Some users may also have lost all access to the ZAP. We are in the process of identifying the root cause and getting the Zus Web App back up and running. We will post a status update in the next 30 minutes.

We have resolved issues that were preventing users from logging into the Zus Web Application. We are still are still investigating and working to address the left hand navigation menu not working to access different parts of the ZAP. We will post another update within 30 minutes.

We are investigating some number of patient and appointment updates not arriving to Zus from athenahealth. This issue does not impact clinical data coming from athena and does not impact a users ability to view the ZAP in Athena. The biggest impact is likely to be on up-to-date patient history queries if we miss a newly created appointment.

Zus is aware of elevated errors in a third party vendor that are causing intermittent access errors for the Standalone App and potentially EHR integrations and Data APIs.

Zus has seen no data returned from Surescripts since approximately 1 pm eastern on 2/19/2026. We are actively investigating the issue and have engaged the Surescripts team to troubleshoot. Jobs run by customers in this window will return data from the EMR networks (CommonWell and Carequality) but will be missing pharmacy dispense and prescription data from Surescripts. The Surescripts connector status, as well as the overall job status, will remain in an “in progress” state until we start receiving data again.

Zus continues to see no data returned from Surescripts since approximately 1:00 PM ET on 2/19/2026. We are actively engaging with Surescripts to work on a resolution and will provide further updates as soon as additional information becomes available. During this time: Customer jobs will continue to return data from EMR networks (CommonWell and Carequality). Pharmacy dispense and prescription data from Surescripts will be unavailable. The Surescripts connector status, as well as overall job status, will remain in an “in progress” state until data flow is restored.

As of 3:30 am today, all jobs to Carequality started failing. We have paused the queue of non-priority jobs while we investigate. Priority jobs will proceed and continue to receive data from CommonWell and Surescripts.

Our Carequality partner has confirmed that the service degradation is on their end and is working to resolve. We will resume non-priority traffic as soon as they confirm functionality is restored.