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COM Application Latency

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

Optima – Migration Update

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

Issue with latest Citrix Workspace 2503 - Affecting hosted and self-hosted using Citrix

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.

To revert to the correct Citrix Workspace Client, have your IT follow the steps below:
1. Uninstall Net Health Citrix Driver.
2. Uninstall Citrix Workspaces.
3. Install Citrix Workspaces 2402 LTSR. https://www.citrix.com/downloads/workspace-app/workspace-app-for-windows-long-term-service-release/workspace-app-for-windows-LTSR-Latest.html?srsltid=AfmBOoougpc1nA4JW4C-KOOtDCY2iL7vvyDoYCdWLT2EnJOrf4UjRS4A
4. Re-install Net Health Citrix Driver.

Citrix Drivers per Agility version:
11.9 - 11.11 https://nethealth.sharefile.com/d-s92714d9f0e39448faa6b7d8494a3e448
11.12- 11.14 https://nethealth.sharefile.com/d-s3e34a48a847c408d93b810b11dfb22a9
11.15 -11.17 https://nethealth.sharefile.com/public/share/web-sf73c4243b522439096a84c837e3c3ab3

Older version 11.0 - 11.8 : https://nhsinc.sharefile.com/d-s05d95675e600493c98f5085359e97c3d
Jun 03, 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 Operational

ReDoc Operational

Occupational Health/Employee Health Operational

FOTO Analytics Operational

Optima Degraded Performance

Tissue Analytics Operational

Value-Based Care Solutions Operational

Casamba Skilled Operational

TherapySource Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Sep 16, 2025

No incidents reported today.

Sep 15, 2025

Batch Print Performance Issue – Delays in Processing

Resolved - Our Engineering team has completed the investigation and implemented fixes to address the Batch Print performance delays. Monitoring shows no further issues have been reported, and Batch Print requests are processing as expected.

Thank you for your patience while we worked to resolve this.
If you experience any further problems, please reach out to our Support team for assistance.

Thank you,
The Net Health Team
Sep 15, 09:03 EDT

Investigating - We are investigating an issue causing some Batch Print requests to remain stuck in a loading state and not complete as expected. Our Engineering team is actively working to identify the root cause and implement a fix.

We recognize how important Batch Print is to your daily workflow and sincerely apologize for any disruption this may cause. Thank you for your patience and understanding while we work to resolve this issue as quickly as possible.

Thank you,
The Net Health Team
Sep 11, 10:00 EDT

Sep 14, 2025

No incidents reported.

Sep 13, 2025

No incidents reported.

Sep 12, 2025

No incidents reported.

Sep 11, 2025

Mobile Immunization Tracker: Unable to save vaccinations when attaching consent form picture

Resolved - The issue has been fully resolved. The root cause was a failure of the drive dedicated to storing consent form images. When an immunization was saved with a consent form image, the file could not be written to the drive. After the faulty drive was replaced, there was additional configuration was required to allow the MIT web application to properly save these files. Once this was addressed, normal functionality was restored.

To prevent recurrence, we are implementing enhanced monitoring on the drives to ensure any future issues are detected and resolved much earlier, minimizing potential disruptions.

We thank you all for your patience and understanding.
Sep 11, 15:25 EDT

Monitoring - Our team has implemented a fix for the issue affecting the saving of vaccinations with a consent form image attached. We are continuing to monitor system performance to ensure the resolution is stable. The outage status will remain open until we confirm there are no further issues.
Sep 9, 15:15 EDT

Update - Our team was able to implement some fixes and are making good improvements. There was a brief period that the Mobile Immunization Tracker site was down, but it is now back up. The team is getting closer to getting a resolution to the document saving issue. We thank you for your patience and understanding.
Sep 9, 13:55 EDT

Identified - We've identified the issue causing vaccinations to not save in the Mobile Immunization Tracker only when you are attaching the consent form picture. The workaround is to select that there is a consent form but not attached. It can then later be scanned into the Agility application and attached to the patient's chart.
Sep 8, 11:58 EDT

Sep 10, 2025

No incidents reported.

Sep 9, 2025

Unresolved incident: COM Application Latency.

Sep 8, 2025

Sep 7, 2025

No incidents reported.

Sep 6, 2025

Occupational Health (Agility) Hosted: SQL Server Storage Migration

Completed - The scheduled maintenance has been completed.
Sep 6, 03:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 5, 22:00 EDT

Scheduled - We will be performing maintenance to migrate the storage for one of our SQL servers to a new system. This upgrade is being done live and is not expected to cause any disruption to client services or application availability.

We have taken precautionary measures and have contingency plans in place to ensure a smooth transition. All systems will remain fully operational throughout the maintenance.

No action is required on your part.
Sep 3, 12:36 EDT

Sep 5, 2025

Error Received When Attempting to Access Assessment Documents

Resolved - The issue that was causing errors when accessing assessment documents has now been fully resolved. Our teams have confirmed normal functionality, and we will continue to monitor closely to ensure ongoing stability. Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 5, 09:52 EDT

Monitoring - The issue causing errors when accessing assessment documents has now been resolved. We will continue to monitor performance closely to ensure continued stability. Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 4, 14:30 EDT

Investigating - Net Health is aware that an error is being received when attempting to access assessment documents.
Our team is actively engaged working on identifying and addressing the issue.
We apologize for any inconvenience this may cause and appreciate your patience as we work to restore optimal performance.

Thank you,
Net Health Team
Sep 4, 12:47 EDT

Sep 4, 2025

CliniSign Errors: Unable to Select Certain Physicians in Documentation

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

Thank you,
Net Health team
Sep 4, 09:27 EDT

Monitoring - We’ve identified the root cause of the issue and implemented a solution. Users have confirmed that they are now able to successfully add physicians to documents.

Our team is actively monitoring the situation to ensure continued stability.
Aug 29, 09:22 EDT

Investigating - Net Health is aware of an ongoing issue affecting the CliniSign application. As a result, clinicians may be unable to select certain physicians within documentation. Users may also encounter the following error:

“NPI Verification service was unreachable. The error was: An error has occurred.”

Our team is actively investigating and working to resolve the issue as quickly as possible. We appreciate your patience and understanding as we work to restore full functionality.

Thank you,
The Net Health Team
Aug 29, 08:28 EDT

Sep 3, 2025

ClinDoc Documents Not Processing Since 8/29 (PDFs)

Resolved - The issue affecting document transmission for clients using ClinDoc interfaces has been fully resolved, and all documentation has been successfully processed.

After continued monitoring and confirmation from our engineering teams, we are now closing out this alert.

We appreciate your patience and understanding throughout this process.

Thank you,
The Net Health Team
Sep 3, 17:08 EDT

Monitoring - The issue affecting document transmission for clients using ClinDoc interfaces has been resolved. Our engineering teams have confirmed that all pending documentation has now been successfully processed.

We understand how critical this functionality is to your clinical workflows and sincerely apologize for the disruption. Please know that we are continuing to monitor system performance closely to ensure stability.

Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 3, 11:52 EDT

Update - The issue affecting document transmission for clients using ClinDoc interfaces has been identified and documents are processing. As of approximately 7:00 PM ET on Friday, August 29, documents stopped crossing as expected.

Our engineering teams have confirmed that all documentation from over the weekend has processed. Documents from today will continue to process throughout the day. We understand the importance of this functionality, particularly for clinical workflows, and apologize for the disruption. We’ll provide further updates as progress is made.

Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 2, 15:55 EDT

Identified - The issue affecting document transmission for clients using ClinDoc interfaces has been identified. As of approximately 7:00 PM ET on Friday, August 29, documents have not been crossing as expected.
Our engineering teams have initiated the reprocessing of this documentation. We understand the importance of this functionality, particularly for clinical workflows, and apologize for the disruption. We’ll provide further updates as progress is made.

Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 2, 12:53 EDT

Update - We are continuing to investigate this issue.
Sep 2, 10:21 EDT

Investigating - Net Health is currently investigating an issue affecting document transmission for clients using ClinDoc interfaces. As of approximately 7:00 PM ET on Friday, August 29, documents have not been crossing as expected.
Our engineering teams are actively working on a resolution to restore normal document flow. We understand the importance of this functionality, particularly for clinical workflows, and apologize for the disruption.
We’ll provide further updates as progress is made. Thank you for your patience and understanding.

Thank you,
Net Health Team
Sep 2, 10:09 EDT

Occupational Health: Issues with Electronic Prescriptions - Internal Error 500

Resolved - Issue Summary:
On August 29, a configuration update to the electronic prescribing service inadvertently introduced a condition that resulted in an Internal Error 500 message when clients attempted to submit prescriptions electronically.

Impact:
Reports came in on 9/2 that clients were temporarily unable to complete electronic prescribing during the affected period.

Resolution:
The configuration change was identified as the cause and promptly rolled back. Service functionality was restored immediately following this action.

Preventive Measures:
We have updated our review and validation procedures to ensure configuration changes undergo enhanced verification prior to deployment. This will reduce the likelihood of similar issues in the future.
Sep 3, 14:10 EDT

Monitoring - E-Prescribing is now back online. We will continue monitoring.
Sep 2, 15:54 EDT

Investigating - We are currently investigating reports of receiving an Internal Error 500 when doing electronic prescriptions.
Sep 2, 13:10 EDT

Sep 2, 2025

Occ Health - SFTP server currently down for hosted clients

Resolved - This should be resolved. If any clients are still experiencing any issues, please contact our support team at ehoccmed-support@nethealth.com.
Sep 2, 13:08 EDT

Monitoring - Our IT team has restored SFTP functionality. Clients may need to resend files if that isn't already an automated process. Once sent the application can then process the files.

If you continue to have any issues, please contact support.
Aug 27, 10:45 EDT

Investigating - We are currently experiencing an outage with our SFTP server. Our IT team is actively working to bring the service back online.

Once the server is restored, any files that were waiting to be sent will automatically resume and be processed as normal in the application.

We will provide updates as more information becomes available.

Thank you for your patience.
Aug 27, 09:01 EDT