Net Health StatusPage Status

Net Health StatusPage

Query Execution Failed Error when Generating Reports

Update - Overview
We rely on a system that ensures synchronization between our application database and reporting system. When a new record is added to the application database, it is automatically mirrored in the reporting system. Recently, we encountered an issue that caused the reporting data to become corrupted. Although the exact cause has yet to be determined, our team has been focused on restoring service promptly. It is important to note that only the reporting data was affected; the main application data remains intact, with no data loss in those systems.

Current Actions
We have already begun rebuilding the affected reporting system and are in the process of re-syncing the data from the main application. While the main synchronization process has been completed, we are addressing remaining issues, including missing components that are impacting certain reports. Our team is actively working to resolve these issues and we anticipate the issue being resolved and reports fully usable by start of business Monday, 1/20.

Thank you,
Net Health team
Jan 17, 2025 - 11:35 EST

Update - We have identified the problem and are working to resolve the issue as quickly as possible. Our sincerest apologies for the inconvenience.

Please be aware that Clinical documentation interfaces may be impacted due to the ongoing report generation problem. Once the problem is resolved, any documentation that was not sent will be re-queued for delivery.

We appreciate your continued patience.
Jan 16, 2025 - 13:46 EST

Update - We have identified the problem and are working to resolve the issue as quickly as possible. Our sincerest apologies for the inconvenience.

We appreciate your continued patience.

Thank you,
Net Health team
Jan 16, 2025 - 09:18 EST

Identified - We are aware that clients are receiving a query execution failed error when attempting to generate various reports.

Our teams are actively engaged in identifying and addressing the issue. We appreciate your patience while we work to correct this error.

Thank you,
Net Health team
Jan 14, 2025 - 15:47 EST

IMPORTANT: WoundExpert and ReDoc Feedback Form Submission Issues

Update - Net Health would like to remind all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support as expected. Users may notice that the usual automated confirmation email with a case number is not being received after submission.

Please be aware that the feedback link and page will be phased out over the next few months and replaced with an enhanced in-app chat feature.

In the meantime, we kindly ask that you use one of the options listed on Net Health's Contact Page to reach out to Support directly.
https://www.nethealth.com/contact/

We sincerely apologize for any inconvenience this may cause and appreciate your understanding and cooperation as we work to improve your support experience.

Thank you,
The Net Health Team
Dec 10, 2024 - 09:29 EST

Update - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 17:10 EST

Monitoring - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 11:14 EST

Investigating - Net Health would like to inform all clients that the Feedback Form for case submissions, embedded within the application, is currently not routing all requests to Net Health Support correctly. Users may notice that, upon submitting a Feedback Form, the typical automated confirmation email with a case number is not being received.

Please note that the feedback link and page will be phased out and replaced by in-app chat over the next few months.

In the meantime, please utilize one of the options listed on Net Health's contact page to reach out to Support:

https://www.nethealth.com/contact/

We apologize for any inconvenience this may cause and thank you for your cooperation.

Thank you,
Net Health Team
Nov 26, 2024 - 11:12 EST

WoundExpert Degraded Performance

ReDoc Degraded Performance

Occupational Health/Employee Health Operational

FOTO Analytics Operational

Optima Operational

Tissue Analytics Operational

Value-Based Care Solutions Operational

Casamba Skilled Operational

TherapySource Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Jan 17, 2025

ADT Service Interruption

Resolved - We are pleased to inform you that the services have been successfully restored, and queued items are now processing.

If you are still experiencing any issues, please reach out to our Support team for assistance.

Thank you for your understanding and patience.

The Net Health Team
Jan 17, 11:34 EST

Monitoring - The services have been restarted, and queued items are now beginning to process. We will continue to monitor the system closely and provide updates as needed. Thank you for your patience.
Jan 17, 09:39 EST

Identified - The issue has been identified and a fix is being implemented.
Jan 17, 08:37 EST

Investigating - We are currently aware of an issue affecting ADT functionality. Our team is actively investigating the problem and working to resolve it as quickly as possible. We apologize for any inconvenience this may cause and appreciate your patience during this time.
Updates will be provided as more information becomes available.

Thank you,
Net Health Team
Jan 17, 08:29 EST

Jan 16, 2025

Jan 15, 2025

Jan 14, 2025

Jan 13, 2025

Vendor Portal Accessibility Issue - Server Errors

Resolved - The issue impacting the Vendor Portal has been resolved by our engineering team. The portal is now fully accessible, and all services are functioning as expected.

We apologize for any inconvenience caused and appreciate your patience while we worked to address the issue. If you are still experiencing any issues, please reach out to support for assistance.

Thank you,
The Net Health Team
Jan 13, 17:11 EST

Monitoring - A fix has been implemented and we are monitoring the results.
Jan 13, 13:57 EST

Investigating - We are aware that the Vendor Portal is currently inaccessible and are actively investigating the issue. Our team is working with urgency to resolve this matter as quickly as possible.

We apologize for any inconvenience this may cause and appreciate your patience. Further updates will be provided here as they become available.

Thank you,
The Net Health Team
Jan 13, 09:58 EST

EHOM Partial Outage

Resolved - This incident has been resolved.
Jan 13, 10:09 EST

Investigating - We are investigating an issue with some of our clients' servers not being accessible after the weekly reboots. This issue may affect performance and the ability to log in this morning.

We sincerely apologize for any inconvenience this issue may cause.
Thank you for your patience and understanding as we work to resolve.

Net Health Team
Jan 13, 08:46 EST

Image Upload and Custom Scan Issue

Resolved - This incident has been resolved.
Jan 13, 08:47 EST

Monitoring - A fix has been implemented and we are monitoring the results.
Jan 6, 17:30 EST

Identified - The issue has been identified and a fix is being implemented.
Jan 6, 14:00 EST

Investigating - Net Health is aware of an issue impacting image uploads and custom scans. Our team is actively investigating the root cause and working diligently to resolve it as quickly as possible.

We sincerely apologize for any inconvenience this may cause and appreciate your patience as we work to address the matter.
Updates will be provided as soon as we have more information or a resolution to share.

Thank you,
Net Health Team
Jan 6, 09:51 EST

Jan 12, 2025

No incidents reported.

Jan 11, 2025

No incidents reported.

Jan 10, 2025

No incidents reported.

Jan 9, 2025

Occ Health: Maintenance to Citrix infrastructure

Completed - The scheduled maintenance has been completed.
Jan 9, 23:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 9, 22:00 EST

Scheduled - We will be performing some maintenance to the Citrix infrastructure. There may be interruption of service that will only last a few minutes.
Jan 9, 16:34 EST

Jan 8, 2025

No incidents reported.

Jan 7, 2025

No incidents reported.

Jan 6, 2025

Service Outage Notification: WoundExpert and ReDoc Applications

Resolved - We are pleased to inform you that the issue has been resolved by our Net Health Engineers. We sincerely appreciate your patience and understanding throughout this process.

At this time, we have not received any additional reports of problems. However, if you are experiencing any issues, please don’t hesitate to reach out to our Support Team for assistance.

Thank you,
Net Health Team
Jan 6, 16:06 EST

Monitoring - A fix has been implemented and we are monitoring the results.
Jan 6, 15:13 EST

Investigating - Net Health is aware of an issue affecting the WoundExpert and ReDoc applications, which is preventing users from logging in. Our team is actively investigating the root cause and working diligently to resolve this issue as quickly as possible.

We sincerely apologize for any inconvenience this outage may cause. Thank you for your patience and understanding as we work to resolve this matter.

Thank you,
Net Health Team
Jan 6, 15:01 EST

Jan 5, 2025

No incidents reported.

Jan 4, 2025

No incidents reported.

Jan 3, 2025

Some users are currently unable to access the COM application.

Resolved - Our Platform team identified the issue and made the necessary changes to resolve the issue. If you continue to experience any problems, please open a case with our support team.

Thank you,
Net Health
Jan 3, 08:06 EST

Monitoring - A fix has been implemented and we are monitoring the results.
Dec 31, 17:01 EST

Identified - We've pinpointed the problem and are presently applying a solution. Users have reported successful logins, and we're actively monitoring the situation.
Dec 31, 16:05 EST

Investigating - We are aware that some users are encountering errors when attempting to log in and while navigating the Care Operations Management application. The following messages have been reported: "The HTTP Service located at https://ORG.therapy.nethealth.com/ROX/DomainModelQueryService.svc is unavailable" and "503 Error."

Please know that we are actively working to resolve this issue as quickly as possible and appreciate your patience during this time.

Thank you,
The Net Health Team
Dec 31, 15:49 EST