Zus Health Outage History

We are investigating an issue with missing data response files from the SureScripts Bulk service. As a result, medication history data for patients will be delayed until the issue is resolved. This issue appears to have begun on or after 5/24/2026. We are engaging with SureScripts and will provide updates as we receive more information.

SureScripts has confirmed that a DNS issue caused a backlog of response files. They have remediated the issue and Zus is now receiving SureScripts Bulk files. We are processing these files and will send a final update when everything has finished processing.

The following tables in the relational data marts have been failing to refresh since 2pm Eastern Time on Thursday, May 14: condition and child tables document_reference and child tables encounter and child tables The data in these tables reflects data as of 2pm yesterday. We are working to bring these tables back up to date to meet our documented 3-hour target freshness.

The condition and encounter tables have been rectified. We are continuing to work on refreshing the docuemnt_reference tables.

New Generated Patient Summary requests are failing for users. The root cause has been identified and the fix is rolling out. We will post an update when the issue is fully resolved.

We are aware of and investigating degraded performance with Zus APIs and in the Zus Application. We will post an update with more information when we’ve identified the root cause.

We are investigating an increased number of Carequality errors affecting a subset of requests primarily for California-based patients. We have identified a pattern related to certain zip code based patient lookups and are coordinating with our network partner, Kno2, on root cause analysis. Some customers may see delayed or incomplete results while this is ongoing.

We have identified the likely root cause of the increased number of Carequality errors affecting a subset of requests, primarily for California-based patients. Our investigation with Kno2 found that some data published to the Carequality directory by one implementer is not formatted according to Carequality policy, which appears to be driving the pattern related to certain zip code based patient lookups. This issue appears to be affecting ~6% of Zus jobs for patients with a California address. The affected implementer is actively working on a correction. Some customers may continue to see delayed or incomplete results until that correction is made and the directory sync completes.

We are continuing to work with Kno2 on having the affected implementer correct their impacted Carequality directory listings. This issue continues to affect ~6% of Zus jobs for patients with a California address.

Summarization is currently down for all customers, we are working to identify and remedy the issue and will post an update within the hour.

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.