Net Health StatusPage Status

Net Health StatusPage

Update - Our teams continue to make progress in restoring full functionality following the earlier outage. Reprocessing of queued data and interface messages remains in progress, and while most core services are stable, this work will continue until all records are fully synchronized.

Current Update:

Interfaces: Resends are still in progress and moving gradually as queued data continues to reprocess.

DataBridge Extracts: Although the system has largely stabilized, the node responsible for running extract jobs has not yet been restored. As a result, tonight’s scheduled DataBridge extracts will not be delivered. Normal delivery will resume once the node is back online.

Reporting and Analytics: Power BI and Pendo dashboards may not reflect the most recent data until synchronization is complete.

System Operations: One processing node remains offline and is expected to be restored by tomorrow. While core functionality is available, some Support API tools (Net Help) used for handling requests such as patient merges, document moves, deleted record restoration, and configuration audits will be temporarily delayed until the node is fully restored.

Our Engineering and SRE teams are closely monitoring progress and will post another update once reprocessing is complete and all services are fully stabilized.

Thank you for your continued patience and understanding.
— The Net Health Team
Oct 21, 2025 - 17:15 EDT

Update - Our teams have made significant progress in restoring services. WoundExpert is back online, and Engineering has begun reprocessing data received between 1:16 PM and 2:22 PM ET. Please note that this requeue process is resource-intensive and may take some time to complete.

Current Status:

Interfaces: Resends are in progress but proceeding gradually as queued data is reprocessed.

DataBridge: Extracts were also impacted by the outage but are expected to resume once the system stabilizes ahead of nightly processing.

System Operations: One processing node remains offline and is expected to be restored by tomorrow. While core functionality is available, some Support API tools (Net Help) used for handling requests such as patient merges, document moves, deleted record restoration, and configuration audits will be temporarily delayed until the node is fully restored.

Our teams are actively monitoring performance and will post another update once all services are fully stabilized.

Thank you for your continued patience and understanding.
— The Net Health Team
Oct 21, 2025 - 16:13 EDT

Update - This outage is also impacting all inbound interfaces.

Our Engineering and SRE teams are actively investigating and working to restore full functionality as quickly as possible.
We’ll continue to provide updates as the system is brought back online.

Thank you for your patience and understanding as we work to resolve this as quickly as possible.

— The Net Health Team
Oct 21, 2025 - 14:13 EDT

Identified - We have identified the issue currently affecting access to WoundExpert and are actively working to restore full functionality.

Our Engineering and SRE teams are engaged and making progress toward recovery.
We’ll continue to provide updates as the system is brought back online.

Thank you for your patience and understanding as we work to resolve this as quickly as possible.

— The Net Health Team
Oct 21, 2025 - 13:52 EDT

Investigating - We are aware of an issue currently impacting access to WoundExpert.
Our Engineering and SRE teams are actively investigating and working to restore full functionality as quickly as possible.

We will provide additional updates as soon as more information becomes available.

Thank you for your patience and understanding.

— The Net Health Team
Oct 21, 2025 - 13:40 EDT

Therapy: AWS Outage Impact

Monitoring - We are currently monitoring the ongoing AWS outage and its effects on our applications. At this time, the identified impact is minimal; however, some users may experience intermittent inconsistencies across sessions.

Our team will continue to closely monitor the situation and provide updates as needed.

Thank you for your patience and understanding.
The Net Health Team
Oct 20, 2025 - 12:25 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 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 Partial Outage

ReDoc Operational

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

Oct 21, 2025

Billing Interface Interruption

Resolved - We have not received any additional reports of this issue. All queued items have been successfully reprocessed, and normal processing has been confirmed by our Engineering teams.

Systems remain stable, and no further issues have been detected. If you experience any new or recurring issues, please contact your Support team for assistance.

Thank you for your patience as we worked to resolve this.

-The Net Health Team
Oct 21, 13:02 EDT

Update - The ADT delay issue has been addressed and is being actively monitored by our Engineering team. Please reach out to Support if you encounter any additional issues.

Thank you,
The Net Health Team
Oct 17, 11:47 EDT

Update - The billing transmission issue reported yesterday has been resolved for both WoundExpert and ReDoc. All affected billing charges have been successfully reprocessed and transmitted during the most recent processing cycle.

However, we are currently aware of a new delay affecting ADT messages for WoundExpert. Our Engineering teams are actively investigating and working to restore normal processing as quickly as possible.

ReDoc remains fully operational. If you experience any issues with ReDoc, please contact ReDoc Support for assistance.

We appreciate your patience as we continue to monitor and address the current WoundExpert issue.

Thank you,
The Net Health Team
Oct 16, 11:02 EDT

Update - We are continuing to work on a fix for this issue.
Oct 16, 10:49 EDT

Update - The Billing Interface transmission issue reported yesterday has been resolved. All requeued billing items have been successfully delivered, and Support has confirmed closure on all related client cases.

We are currently aware of a new delay affecting ADT message processing on both the WoundExpert and ReDoc interface this morning.
Our Engineering and SRE teams are actively investigating and working to restore normal processing as quickly as possible.

Further updates will be provided as more information becomes available.

Thank you,
The Net Health Team
Oct 16, 10:46 EDT

Identified - We’re aware of an issue that impacted a subset of clients, causing billing charges from October 14th not to transmit as expected during the overnight processing window.

Our Engineering team has identified the issue, and all affected charges are scheduled to be sent during tonight’s regular processing cycle.

You may notice a brief delay while queued charges are reprocessed. We appreciate your patience as we continue monitoring to ensure successful delivery.

Thank you,
The Net Health Team
Oct 15, 12:00 EDT

Wound Evaluation PDF's displaying '503 Service Temporarily Unavailable' error

Resolved - Tissue Analytics systems are now fully operational. You may still notice a few images without measurements if they were processed during the outage window. Our teams are actively identifying and reprocessing any remaining images affected by the disruption.

If you come across images that appear stuck or missing measurements, please reach out to TA Support and include your site name and a few example image IDs. We’ll take care of reprocessing them right away.

Thank you for your patience and understanding as we wrap up these final remediation steps.

-The Net Health Team
Oct 21, 10:38 EDT

Investigating - Net Health is aware of an issue affecting multiple clients where selecting the wound evaluation PDF displays a “503 Service Temporarily Unavailable” error.

Our team has identified that AWS experienced temporary resource latency overnight, which impacted the imaging process within Tissue Analytics. While systems have since stabilized and image analysis is now processing as expected, we are continuing to investigate the issue affecting PDF generation and display errors.

There may be a small number of wound evaluations that are still queued for analysis or may require retracing. Our teams are working to ensure all affected images and evaluations are processed successfully.

We appreciate your patience and will provide updates as they become available.

Thank you,
The Net Health Team
Oct 20, 09:00 EDT

Oct 20, 2025

CliniFax Signed Documents Displaying as Individual Pages Instead of Combined Files

Resolved - This incident has been resolved.
Oct 20, 11:00 EDT

Update - Net Health Support has not received any additional reports of the issue. This incident is resolved.

Thank you,
Net Health team
Oct 20, 10:59 EDT

Monitoring - We've pinpointed the problem and are applied a solution. Users have confirmed successful results, and we're actively monitoring the situation.
Oct 17, 17:41 EDT

Investigating - Net Health is currently investigating an issue where signed documents returned from CliniFax are not appearing as expected within the CS-Fax Signature Verification tab. Instead of displaying as a single, combined document, pages are incorrectly separating and routing into the In-Process Fax Manager.

Issue Summary (Example Scenario):
In Sfax (third-party vendor), the signed document appears as a complete file (e.g., 6 pages total).
In COM (Physician Signature Console), the document shows as "Received."
Upon returning to Optima/Net Health, one of the following may occur:
-Only the signature page is visible in CS-Fax Signature Verification, or
-The entire document is split into individual pages in In-Process Fax Manager.
For documents containing QR codes on each page, the expected behavior is that the entire document is grouped together and appears in CS-Fax Signature Verification.

Important Note:
Although documents are being returned from CliniFax into COM, they are not consistently routed to the correct tab. This is resulting in additional manual effort to identify and assign the documents to the appropriate patient record.

Current Status:
Our engineering team is actively reviewing the root cause and working to implement a resolution as quickly as possible. We will continue to share updates as new information becomes available.

We appreciate your patience and continued partnership.

Net Health Team
Oct 16, 16:24 EDT

Oct 19, 2025

No incidents reported.

Oct 18, 2025

No incidents reported.

Oct 17, 2025

Oct 16, 2025

Optima: Ongoing Latency and Errors in BI / Sisense Cloud Application

Resolved - A solution was applied, and we’ve been actively monitoring the results over the past 24 hours. Users have reported successful logins and noticeable improvements in performance.

Net Health Support has not received any further reports of the issue. Based on this, the incident is now considered resolved.

Thank you for your patience and support.

Best regards,
The Net Health Team
Oct 16, 09:58 EDT

Identified - Net Health is aware that some users are currently experiencing latency issues and receiving 500 errors within the BI / SiSense Cloud application.

Our leadership team has escalated the remaining performance concerns directly to SiSense, and we are working closely with their team on a daily basis to identify the root cause and ensure long-term system stability.

We remain fully committed to restoring reliable system performance and will continue to provide timely updates as new information becomes available.

Thank you for your continued patience and partnership.
Oct 14, 09:54 EDT

Oct 15, 2025

Oct 14, 2025

Oct 13, 2025

No incidents reported.

Oct 12, 2025

Occupational Health: Maintenance of SQL servers

Completed - The scheduled maintenance has been completed.
Oct 12, 00:30 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 11, 23:30 EDT

Scheduled - We will be doing maintenance to some of the SQL servers hosting client systems. During this time some client systems will not be accessible.
Oct 9, 12:20 EDT

Oct 11, 2025

Oct 10, 2025

Optima – BI Migration Update

Resolved - Net Health Support has not received any additional reports of the issue. This incident is resolved.

Thank you,
Net Health team
Oct 10, 18:03 EDT

Update - Our BI vendor, Sisense, has identified and disabled an internal server process that was impacting the performance of e-cube builds. Since this change, we have observed noticeable improvements in performance.

In addition, Sisense has implemented automated handling of build failures to ensure timely rebuilds. These updates are designed to prevent rebuilds from occurring during business hours, thereby reducing latency and minimizing disruption to users.

Thank you,
Net Health Team
Oct 3, 17:31 EDT

Monitoring - We are aware that the recent migration of our BI solution to the Sisense Cloud introduced latency and performance issues. At this time, the latency concerns appear to be resolved.

Our leadership team has escalated the remaining performance concerns directly with Sisense, and we continue to work closely with them on a daily basis to identify the root cause and ensure consistent system performance moving forward.

Net Health remains committed to fully restoring system reliability and will continue to provide updates as more information becomes available.

Thank you for your continued patience and partnership.
Oct 1, 14:59 EDT

Update - Net Health is aware of ongoing performance issues in the BI environment that may affect dashboard loading and report processing. Our team is working to resolve these issues as quickly as possible and will provide updates as they become available.
Sep 29, 13:12 EDT

Investigating - We’re pleased to share that the BI environment has been successfully migrated to the new production platform.

We are currently aware of and actively investigating intermittent post-migration latency and dashboard loading issues. Our team is working to resolve these as quickly as possible.

Important: Designer license users should now access the environment via the new URL:
https://optima-hcs-prod.sisense.com
Please update any bookmarks, saved links, and relevant IP whitelist settings accordingly.

If you experience any issues, reach out to us at: optima-proserv@nethealth.com. We appreciate your patience and understanding as we address these matters.

Thank you,
The Net Health Team
Aug 25, 12:20 EDT

COM Application Latency

Resolved - Net Health Support has not received any additional reports of the issue. This incident is resolved.

Thank you,
Net Health team
Oct 10, 18:03 EDT

Update - We want to thank you for your patience as we’ve worked through the recent latency issues affecting Optima. We know how important speed and reliability are to your daily workflows and the delivery of care.

The good news: our team has identified several underlying issues that were causing latency within the application. Fixes are already underway, and we anticipate all updates to be deployed by October 10th. These improvements are designed to restore the fast, dependable performance you expect and deserve.

We truly appreciate your partnership and understanding as we’ve worked through this challenge together.

Thank you,
Net Health Team
Oct 2, 17:38 EDT

Update - We have identified an issue contributing to the latency within the COM module in Optima and are deploying a fix in the upgrade you will receive this week to resolve it. This update is expected to reduce observed latency when using COM.

If you continue to experience any latency after Friday, please report it immediately by submitting a support case to Optima-Support@NetHealth.com with "Latency" in the subject line.
Sep 16, 15:43 EDT

Update - Status Update: COM Module Latency in Optima

We are actively monitoring reports of latency when accessing and navigating the COM module in Optima. Our engineering team has identified a contributing issue and is working diligently on a resolution, with a fix targeted for deployment during the week of September 15.

To assist in expediting troubleshooting, please:
Include “Latency” in the subject line when submitting a support case to Optima at Optima-Support@NetHealth.com
Attach full screenshots of your Task Manager (Processes and Memory tabs)

These details will help our team identify root causes and recurring patterns more efficiently.
Sep 9, 17:23 EDT

Identified - We are currently investigating reports of latency when accessing and navigating the COM module in Optima. Our engineering teams have identified an issue contributing to the slowdown and are actively working to resolve it.

To help expedite troubleshooting, please include "Latency" in the subject line when submitting a support case to
Optima-Support@NetHealth.com, and attach full screenshots of your Task Manager (Processes and Memory tabs). These details will help us identify patterns more efficiently.

We appreciate your patience and will provide updates as progress is made.
Sep 5, 17:20 EDT

Investigating - Net Health is aware that some clients are experiencing latency issues when accessing and navigating through the COM application, including delays in the login window loading.

Our team is actively investigating the root cause and working to resolve the issue as quickly as possible. We will continue to share updates as more information becomes available.

If you are impacted, please submit a case to SNFTherapy-Support@NetHealth.com with “Latency” noted in the subject line to help us triage efficiently. In your email, kindly include:

Site name
Number of users affected
Timestamp(s) when the issue was experienced

We sincerely appreciate your patience and understanding as we work to address this matter.

Thank you,
The Net Health Team
Aug 29, 17:15 EDT

Important Notice: Printing Issues on Windows 11 Version 25H2

Resolved - Net Health Support has not received any additional reports of the issue. This incident is resolved.

Thank you,
Net Health team
Oct 10, 15:45 EDT

Monitoring - Net Health has recently identified an issue affecting users who have upgraded their devices to Windows 11 version 25H2.

Multiple users have reported errors when printing documents from Optima. This is due to a compatibility issue with Microsoft Report Viewer controls, which impacts print preview and integration functions in applications built on the .NET Framework 4.8 (Optima is built on .NET 4.8).

What this means for you:
Customers who have upgraded to Windows 11 version 25H2 may experience document printing and preview errors.
Customers who have not yet upgraded are strongly advised to delay upgrading until Microsoft releases a fix or a validated workaround is available.

Next steps:
Our team is actively monitoring this Microsoft issue and their resolution updates.
We will notify you as soon as a patch, update, or recommended solution becomes available.

We appreciate your patience and understanding as we work through this Microsoft upgrade issue.

Thank you,
The Net Health Team
Oct 1, 17:32 EDT

COM Connectivity Issue

Resolved - We’ve confirmed that the issue was directly related to the AT&T and Microsoft system outage reported yesterday. Performance has since returned to normal, and our internal monitoring confirms that all services have been fully restored.

Thank you for your patience as we worked through this.

The Net Health Team
Oct 10, 14:02 EDT

Investigating - We are aware of an ongoing AT&T outage that may affect some clients’ ability to log in to COM. This is a regional network issue outside of our system, but it may impact access to our product in certain areas.

If you are experiencing login issues, please know our team is actively monitoring the situation. We will provide updates on this page as more information becomes available.

Thank you for your patience and understanding.
Oct 9, 15:01 EDT

Application connectivity failures

Resolved - AT&T and Microsoft systems have returned to normal, and our internal monitoring confirms services are fully restored.

Thank you for your patience while we worked through this.

— The Net Health Team
Oct 10, 10:12 EDT

Investigating - We’re aware that some clients are experiencing access issues, and we’re seeing the same internally. Early indicators suggest broader AT&T and Microsoft service disruptions may be contributing; we’re actively investigating and will share updates as we learn more.

Thank you for your patience,
The Net Health Team
Oct 9, 15:17 EDT

Oct 9, 2025

Oct 8, 2025

All hosted clients unable to launch any Citrix applications

Resolved - Root Cause Analysis – Application Launch Outage

What Happened:
All hosted Occupational Health clients were temporarily unable to launch applications from the remote access portal due to an authentication issue.

Why It Happened:
A required authentication certificate used for secure logins had expired. This prevented new authentication attempts, which stopped applications from launching.

Resolution:
The affected authentication server certificate was renewed and reauthorized. Application access was restored immediately afterward, and full validation confirmed that services were operating normally.

Preventive Measures:
-Additional monitoring and alerting have been implemented to proactively identify upcoming certificate expirations.
-Self-signed certificates are being configured to auto-renew where appropriate.
-Internal documentation for certificate renewal and configuration is being enhanced to ensure quicker response in the future.
Oct 8, 14:16 EDT

Monitoring - Our platform team have identified and corrected the issue. All hosted clients should be able to log in. We will provide a RCA tomorrow after further investigation into the cause of the outage, which will then be posted here. Thank you all for your patience and understanding.
Oct 5, 19:36 EDT

Investigating - We are currently investigating the issue with all hosted clients being unable to launch any Citrix applications.
Oct 5, 18:07 EDT

Oct 7, 2025

Occupational Health: Issue with Electronic Prescribing

Resolved - The issue affecting the pharmacy search functionality within electronic prescribing has been resolved.

We restored service by reloading a backup of the pharmacy list, which restored functionality on our end. Additionally, SureScripts has resolved the issue on their side.

All electronic prescribing services are now operating normally.

Thank you for your patience while this was resolved.
Oct 7, 08:03 EDT

Identified - We are currently investigating an issue affecting the pharmacy search functionality within electronic prescribing. This issue originates with SureScripts, our e-prescribing vendor. A support case has been opened with them, and we are working closely to restore full functionality as quickly as possible.

We appreciate your patience and understanding while we work toward resolution. Updates will be provided as they become available.
Oct 6, 12:32 EDT