Identified - We are currently investigating an issue in Net Health Optima (COM) where the application may unexpectedly close during certain export and import activities. This behavior has been observed in the following scenarios:
Exporting reports to PDF from the Reports ConsoleExporting reports to Word or Excel (in some cases)Exporting or batch-printing documentsImporting, uploading, or downloading certain documents
Root Cause Our investigation indicates the issue is related to a Microsoft-maintained runtime DLL. The behavior has been identified on a subset of Windows 11 Pro environments and is not reproducible across all devices.
Current Mitigation Efforts Engineering is actively working on enhancements to Optima’s export and import handling to: Better isolate failures originating from the Microsoft runtime component, and Reduce the likelihood of a full application crash when this underlying dependency fails.
Next Steps The defect has been identified, and work is underway on a permanent fix. We will provide further updates as soon as a resolution is available or as additional guidance is received from Microsoft. Please see the work around below.
Important Note: If you use Single Sign-On (SSO) to access Net Health—typically requiring two-factor authentication when you log in—this workaround will not be available to you. Please use the Print Screen function to capture your reports until the permanent fix is in place.
Important First Step: Who Should Complete These Steps? If you have a local IT department or IT support person: Please forward these instructions to them and ask them to complete the steps below on the computer experiencing the issue. If you do NOT have local IT support: You can follow these steps yourself. Don't worry - we'll walk you through each step with detailed instructions. Steps to Apply the Export Workaround Before You Begin: Make sure you are logged into Net Health before starting these steps. Step 1: Open Task Manager -On your keyboard, locate the Windows key (it usually has a Windows logo on it, located between Ctrl and Alt) -Click in the search bar at the bottom of your screen (or press the Windows key) -Type: Task Manager -Click on Task Manager when it appears in the search results Step 2: Find the Net Health Application -In the Task Manager window, look through the list of running programs -Locate Net Health in the list -Note: It may say "Net Health" or "NH" - look for anything related to Net Health Step 3: Open the File Location -Right-click on Net Health (this means click using the right button on your mouse) -A small menu will appear -Click on "Open file location" -A new folder window will open showing various files Step 4: Locate the Specific File -In the folder that just opened, click anywhere inside the folder -On your keyboard, type: MSVCP -This will help you jump to files starting with those letters -Look for a file named MSVCP140.dll Step 5: Rename the File 1. Right-click on the file named MSVCP140.dll 2. From the menu that appears, click "Rename" 3. You'll see the file name is now highlighted and ready to edit 4. Click at the end of the name, right after the "0" 5. Type: old 6. The complete name should now read: MSVCP140old.dll 7. Press Enter on your keyboard to save the new name Step 6: Close Everything 1. Close the folder window by clicking the X in the top right corner 2. Close Task Manager by clicking the X in the top right corner Step 7: Test the Fix 1. Return to Net Health (it should still be open on your screen) 2. Try exporting or printing your report to PDF or Excel 3. The export should now work correctly
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
Feb 24, 2025 - 09:30 EST
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 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 06, 2024 - 07:29 EST
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 02, 2024 - 07:14 EST
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
Nov 29, 2024 - 13:29 EST
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
Nov 27, 2024 - 08:10 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:
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:
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:
We are reaching out to inform you of scheduled system maintenance occurring Saturday March 14th through Sunday March 15th. During this window, we will be performing an upgrade to our SQL Server database to enhance the performance, security, and overall reliability of WoundExpert and ReDoc.
System Availability • System Unavailable: 1:00 AM EST – 1:00 PM EST on Saturday, March 14 • Interface Processing: Interfaces will resume processing immediately following the maintenance. • Reporting Availability: Reporting functionality will remain offline longer and is expected to be available by 6:00 PM EST on Sunday, March 15
During this period, users may encounter limited functionality as final testing is completed. No action is required on your part.
If you experience any issues after the maintenance window, please contact our support team. Thank you for your patience and partnership as we work to provide a more secure and efficient experience.
Sincerely, The Net Health Team Posted on
Mar 06, 2026 - 08:47 EST
Resolved -
This incident has been resolved.
Mar 11, 13:38 EDT
Monitoring -
Performance has stabilized for affected hosted Agility clients. Users should no longer be experiencing slowness or login issues.
What was done: Our infrastructure team successfully moved all affected virtual machines off the impacted host and distributed them across the remaining healthy hosts in our environment. This has restored normal application performance.
What's next: Fully replacing the impacted host requires a scheduled maintenance window to do safely without risk of further disruption. We will communicate that maintenance in advance through our standard notification process.
Your data was not affected at any point during this incident.
We will continue monitoring performance and will post a final resolution update once the host replacement has been completed during scheduled maintenance.
Mar 6, 15:12 EST
Update -
We are currently experiencing performance issues affecting a subset of hosted Agility clients. Some users may be experiencing slowness or difficulty logging in.
What's happening: One of our application host machines is experiencing elevated CPU load. This host is responsible for running the Agility application, and the performance issue is causing slowness for clients whose servers are running on it.
What we're doing: Our infrastructure team is actively moving affected servers off the impacted host and onto a new host to restore normal performance. We are also evaluating additional host capacity to accelerate the process.
Your data is not at risk: The host experiencing issues is separate from the servers that store and manage your data. Your data infrastructure is fully operational and unaffected.
Mar 6, 13:43 EST
Identified -
Our IT team has identified the issue being with one of the host machines and it working to resolve the issue.
Mar 6, 12:18 EST
Investigating -
We are currently investigating reports of users experiencing slowness/unable to log in.
Mar 6, 11:37 EST
Resolved -
After restarting the reporting service, we have received multiple confirmations that this issue has been resolved. Clients should now be able to run reports in Wound Expert without error.
If you continue to experience issues, please contact Net Health Support.
Thank you for your patience, Net Health Team
Mar 2, 17:06 EST
Update -
We are continuing to investigate this issue.
Mar 2, 16:04 EST
Update -
We are continuing to investigate this issue.
Mar 2, 16:02 EST
Investigating -
Net Health is aware that clients are currently experiencing errors when attempting to run reports in Wound Expert. Clients may encounter a "Whoops!" error when accessing any report. This issue is impacting multiple clients.
Our Engineering team has been notified and is actively investigating the cause. We will provide an update as soon as additional information is available.
We apologize for the inconvenience and appreciate your patience.