Net Health StatusPage
Affected Service: Outbound file delivery to Change Healthcare via sFTP
Update - We’ve temporarily brought the on-prem server back online to restore claims file flow to Change Healthcare. Files are currently transmitting successfully. This is a short-term solution while we wait for Change Healthcare to complete IP whitelisting for our cloud server.

We’ll continue to monitor the situation and provide updates as they become available.

Thank you for your patience.
Apr 24, 2025 - 14:38 EDT
Identified - We’ve identified the issue affecting connectivity to the Change Healthcare sFTP site and are actively working with their team on a resolution. Outbound file transmissions remain impacted during this time.

We’ll continue to provide updates as the resolution progresses and appreciate your continued patience while we work to restore full functionality.

Thank you,
Net Health Team
Apr 24, 2025 - 09:35 EDT
Investigating - We are currently unable to establish a connection to the Change Healthcare sFTP site from any location. This is impacting the transmission of outbound files.

We have reached out to Change Healthcare and are in the process of identifying the appropriate escalation path to engage their technical support team.

Updates will be posted as we receive additional information. We appreciate your patience while we work to restore connectivity.

Thank you,
Net Health Team
Apr 24, 2025 - 08:51 EDT
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
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:

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
Apr 25, 2025

No incidents reported today.

Apr 24, 2025

Unresolved incident: Affected Service: Outbound file delivery to Change Healthcare via sFTP.

Apr 23, 2025
Routine Maintenance for TherapySource Infrastructure
Completed - The scheduled maintenance has been completed.
Apr 23, 23:30 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 23, 23:00 EDT
Scheduled - We will be performing routine infrastructure maintenance for TherapySource on Wednesday, April 23, beginning at 11:00 PM Eastern. During this time, During this time, only Virtual Private Network (VPN) connections to TherapySource may be impacted. Maintenance is anticipated to last no longer than 30 minutes, concluding by 11:30pm Eastern.

We appreciate your patience during this brief maintenance period.

Thank you,
Net Health team
Apr 22, 16:52 EDT
Apr 22, 2025
Occupational Health: Some users unable to launch Citrix
Resolved - The cause of the issue is a Citrix service on one of the two servers that handles the delivery of what apps a user is shown that they have access to. This service stopped working on one of the two servers causing the issue to be intermittent, where some attempts to log in would not be able to return the list of apps you should be shown. Once the service was manually started, all attempts to log in and see the available apps worked as expected.

Next steps: Additional monitoring is being added to ensure all of the related Citrix services are functioning and able to be easily restarted. The IT team is still investigating to find the root cause of the services having stopped to take any further steps if needed.
Apr 22, 11:02 EDT
Monitoring - Our IT team worked feverishly into the night and was able to resolve the issue. We will still monitor it in the morning to ensure normal logins are continuing to work as expected.
Apr 22, 00:20 EDT
Update - We are escalating the issue for further outside support who will be available to assist in the morning. We are still actively working on resolving this issue until they are ready to assist.

The issue is still intermittent, and advise users to try again and they will eventually be able to get in.

We apologize for the inconvenience that this is causing our clients.
Apr 21, 17:25 EDT
Update - The initial fix did not resolve the issue. Launching of the app will still intermittently fail, but will eventually go through after a couple of attempts. The team is still working on get a new solution rolled out as soon as possible.
Apr 21, 14:22 EDT
Identified - We've identified the cause of the issue and are in the process of rolling out a fix.
Apr 21, 12:18 EDT
Update - We've identified that the issue is with the servers handling the authentication to then launch the application, and trying to identify the cause and resolution. This is causing some attempts to log in to fail, while others will go through with no errors.
Apr 21, 10:21 EDT
Investigating - We are currently investigating an issue where some users are unable to launch the Citrix session to open the application.
Apr 21, 08:01 EDT
Apr 21, 2025
Apr 20, 2025

No incidents reported.

Apr 19, 2025

No incidents reported.

Apr 18, 2025
Routine Maintenance for TherapySource Infrastructure
Completed - The scheduled maintenance has been completed.
Apr 18, 23:30 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 18, 23:00 EDT
Scheduled - We will be performing routine infrastructure maintenance for TherapySource this Friday, 4/18, beginning at 11pm Eastern. During this time, only Virtual Private Network (VPN) connections to TherapySource may be impacted. Maintenance is anticipated to last no longer than 30 minutes, concluding by 11:30pm Eastern.

We appreciate your patience during this brief maintenance period.

Thank you,
Net Health team
Apr 17, 16:12 EDT
Apr 17, 2025

No incidents reported.

Apr 16, 2025

No incidents reported.

Apr 15, 2025

No incidents reported.

Apr 14, 2025

No incidents reported.

Apr 13, 2025

No incidents reported.

Apr 12, 2025

No incidents reported.

Apr 11, 2025

No incidents reported.

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