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 06, 2025 - 12:32 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 05, 2025 - 19:36 EDT
Investigating - We are currently investigating the issue with all hosted clients being unable to launch any Citrix applications.
Oct 05, 2025 - 18:07 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 03, 2025 - 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 01, 2025 - 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, 2025 - 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, 2025 - 12:20 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 02, 2025 - 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, 2025 - 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 09, 2025 - 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 05, 2025 - 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, 2025 - 17:15 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 01, 2025 - 17:32 EDT
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:
Resolved -
We've been able to roll out a change to the launcher (Agility Suite) that then fixes the issues with the latest Citrix Workspace versions.
The launcher would close when you clicked out of it, and has been working fine for years this way. With the latest Citrix Workspace, when it would open the launcher, it was triggering it to think it was then clicked out of, causing the launcher to then close. We have changed the launcher to no longer close when you click out of it and have add an X button in the top right if you do need to close it. This has already been rolled out to all hosted servers.
Oct 3, 13:27 EDT
Investigating -
We are aware of an issue with the latest Citrix Workspace client causing rendering issues. We recommend only using the current LTSR (Long Term Service Release) version, 2402.
Resolved -
Our Engineering team has completed the investigation and implemented fixes to address the recent Integration issue. Monitoring confirms that interfaces are now processing as expected, and no further issues have been reported.
We appreciate your patience while we worked to resolve this. If you experience any additional problems, please reach out to our Support team for assistance.
Thank you, The Net Health Team
Oct 2, 20:21 EDT
Monitoring -
All ADT interfaces are back online and processing queued messages. You may see brief delays while backlogs clear. Thank you for your patience.
Thank you, The Net Health Team
Oct 1, 11:28 EDT
Investigating -
Net Health is investigating an ADT interface interruption affecting a subset of clients. You may experience delays or failures in ADT message processing.
We apologize for the inconvenience and appreciate your patience.
Thank you, Net Health Team
Oct 1, 10:37 EDT
Oct 1, 2025
Unresolved incident: Important Notice: Printing Issues on Windows 11 Version 25H2.