Net Health StatusPage Status

Net Health StatusPage

Monitoring - The BI environment has been successfully migrated to the new production platform.

New Access URL:
Log in at https://optima-hcs-prod.sisense.com
Please update bookmarks and IP settings.

Action Required:
Access to the old "West" environment ends June 11.
Review dashboards and folders
Export or recreate any missing dashboards

Need Help?
For login issues, contact: optima-proserv@nethealth.com

Thank you,
Net Health Team
Jun 05, 2025 - 15:20 EDT

Latency and Whoops ! Error Generating Reports

Update - Net Health is aware that clients are intermittently receiving Whoops errors and latency when attempting to generate some reports. Net Health's Engineering team is actively engaged working on identifying and addressing the issue. We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
Jun 05, 2025 - 16:18 EDT

Investigating - Net Health is aware that clients are receiving Whoops errors and latency when attempting to generate some reports. Net Health's Engineering team is actively engaged working on identifying and addressing the issue.
We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
Jun 05, 2025 - 12:02 EDT

Update - Net Health is aware that clients are receiving Whoops errors and latency when attempting to generate some reports. Net Health's Engineering team has identified the issue and is working on the fix.
We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
Jun 05, 2025 - 09:38 EDT

Identified - Net Health is aware that clients are receiving Whoops errors and latency when attempting to generate reports.
Net Health's Engineering team has identified the issue and is working on the fix.
We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
Jun 04, 2025 - 16:28 EDT

Update - We are continuing to investigate this issue.
Jun 04, 2025 - 13:49 EDT

Investigating - Net Health is aware that clients are receiving Whoops errors and latency when attempting to generate reports.
Net Health's Engineering team is actively engaged working on identifying and addressing the issue.
We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
Jun 04, 2025 - 12:06 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

ADT Interface Messages Not Processing for Some Clients

Monitoring - A fix has been implemented and we are monitoring results.
May 30, 2025 - 10:36 EDT

Identified - We've pinpointed the problem and are presently applying a solution. Users have reported successful messages and we're actively monitoring the situation.
May 30, 2025 - 10:03 EDT

Investigating - We are currently aware of an issue where ADT Interface messages are not processing for some Optima clients. Our team is actively investigating and working diligently to resolve the issue as quickly as possible.

We apologize for any inconvenience this may cause and appreciate your patience and understanding.

Thank you,
The Net Health Team
May 30, 2025 - 09:10 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 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

Past Incidents

Jun 6, 2025

Maintenance Notice - Thursday, 6/5 at 11:00 PM ET

Completed - The scheduled maintenance has been completed.
Jun 6, 02:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 5, 23:00 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jun 1, 20:18 EDT

Scheduled - We will be performing routine maintenance on the Palo Alto Network for Optima starting Thursday, June 5 at 11:00 PM ET and concluding by 2:00 AM ET on Friday, June 6.

During this time, the Optima application may be temporarily unavailable for some clients. We apologize for any inconvenience this may cause and sincerely appreciate your patience and understanding during this maintenance window.

Thank you,
The Net Health Team
May 30, 09:32 EDT

Jun 5, 2025

Unresolved incidents: Post-Migration Update for BI Designers, Latency and Whoops ! Error Generating Reports.

Jun 4, 2025

Scheduled Maintenance for Net Health Optima BI Migration to the Cloud (June 3–4)

Completed - The scheduled maintenance has been completed.
Jun 4, 21:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 3, 21:00 EDT

Scheduled - As part of our ongoing transition to the Azure Cloud platform, we will be performing system maintenance starting Tuesday, June 3rd at 9:00 PM ET through Wednesday, June 4th at 9:00 PM ET.

What to Expect:
Dashboard Access: You will still be able to view dashboards during the migration window.
Designer Access: If you have a Designer license, the ability to create and edit dashboards will be restored once the migration is complete.
Custom Widget Colors: Please note that custom colors embedded via scripting in widgets will no longer be supported post-migration. Instead, you will gain enhanced capabilities to apply custom styles and colors directly on individual widgets.

Important Timeline:
After 9:00 PM ET on June 3rd:
Please refrain from creating or editing dashboards during the maintenance window.

After 9:00 PM ET on June 4th:
Designer users will receive an automated email to reset your BI password.
Previously configured custom widget colors will be removed. You’ll need to reapply them using the new styling options.

If you experience any issues, please contact us at snftherapy-support@nethealth.com. We appreciate your attention to these changes and thank you for your continued partnership as we enhance your Optima experience.

Thank you,
The Net Health Team
Jun 1, 20:37 EDT

Jun 3, 2025

Occupational Health: Scheduled maintenance of the hosted self-service portal

Completed - The scheduled maintenance has been completed.
Jun 3, 22:30 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 3, 22:00 EDT

Scheduled - There will be some maintenance done to our self-service portal for account management.
Jun 3, 15:49 EDT

Some clients experiencing errors

Resolved - There have been no further reports of this issue. Issue has been resolved.
Jun 3, 09:55 EDT

Monitoring - A fix has been implemented and we are monitoring the results.
Jun 2, 11:54 EDT

Investigating - We are aware that some clients are encountering errors when attempting to log in and while navigating the Care Operations Management application.

The following messages have been reported: "The HTTP Service located at https://ORG.therapy.nethealth.com/ROX/DomainModelQueryService.svc is unavailable" and "503 Error."

Please know that we are actively working to resolve this issue as quickly as possible and appreciate your patience during this time.

Thank you,
The Net Health Team
Jun 2, 11:36 EDT

Jun 2, 2025

Jun 1, 2025

Scheduled Routine Maintenance for WoundExpert and ReDoc

Completed - The scheduled maintenance has been completed.
Jun 1, 07:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 1, 05:00 EDT

Scheduled - We will be performing routine maintenance on Sunday, June 1st, beginning at 5:00 AM Eastern Time. The maintenance window is expected to last approximately two hours, concluding at 7:00 AM Eastern Time.

During this time, interface messaging will be temporarily interrupted. However, messages will be queued and automatically processed once the maintenance is complete.

Please ensure all necessary activities are completed prior to the start of the scheduled maintenance period.

We appreciate your understanding and patience during this brief maintenance window.

Thank you,
The Net Health Team
May 29, 12:36 EDT

May 31, 2025

No incidents reported.

May 30, 2025

Unresolved incident: ADT Interface Messages Not Processing for Some Clients.

May 29, 2025

No incidents reported.

May 28, 2025

Scheduled Routine Maintenance for FOTO

Completed - The scheduled maintenance has been completed.
May 28, 03:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 27, 22:00 EDT

Scheduled - We will be performing routine infrastructure maintenance for Net Health FOTO on Tuesday, May 27, beginning at 10:00 PM Eastern and concluding by 3:00 AM on Wednesday, May 28. The FOTO application will be unavailable during this time.

Please ensure all necessary work in the application is completed prior to the start of the maintenance window.

We appreciate your patience and understanding.

Thank you,
The Net Health Team
May 21, 17:02 EDT

May 27, 2025

May 26, 2025

Missing ADTs, Documentation, and Charges

Resolved - This incident has been resolved.
May 26, 09:48 EDT

Update - We implemented a fix for patient registrations intermittently not crossing into ReDoc at 4am EST on 5/22. ADTs are now processing as expected and we are closely monitoring.

We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
May 23, 12:39 EDT

Monitoring - We implemented a fix for patient registrations intermittently not crossing into ReDoc at 4am EST this morning on 5/22. ADTs have been processing as expected this morning and we are closely monitoring.

We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
May 22, 10:23 EDT

Update - We have identified the issue and will be implementing a fix for patient registrations that are intermittently not crossing into ReDoc. This fix will go in place at 4am EST on 5/22 and may take some time for these ADT messages to get caught up. Interface documentation that was missing has been requeued and sent.

We apologize for the inconvenience and thank you for your continued patience.

Thank you,
Net Health Team
May 21, 16:53 EDT

Identified - We have identified the issue for patient registrations that are intermittently not crossing into ReDoc. We are currently working on the fix to get ADTs processing again. Interface documentation that was missing has been requeued and sent.

We apologize for the inconvenience and thank you for your continued patience.

Thank you,
Net Health Team
May 21, 15:41 EDT

Update - We are continuing to investigate patient registrations that are intermittently not crossing into ReDoc. We are also aware some documentation was not sent. We are working to re-queue the missing documentation and will provide an update once completed. Any missed charges should have gone out last night and should now be visible. Our teams are actively engaged and working on identifying and addressing the ADT issue.

We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
May 21, 11:39 EDT

Update - We are continuing to investigate patient registrations that are intermittently not crossing into ReDoc along with some charges that did not go out the night of 5/19. We are also aware some documentation was not sent. We are working to re-queue the missing documentation and will provide an update once completed. Our teams are actively engaged and working on identifying and addressing the ADT issue.

We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
May 21, 08:31 EDT

Investigating - Net Health is aware that patient registrations are intermittently not crossing into ReDoc and some charges did not go out the night of 5/19. All charges should be sent out tonight 5/20. We are also aware some documentation was not sent yesterday. We are working to re-queue the missing documentation and will provide an update once completed. Our teams are actively engaged and working on identifying and addressing the ADT issue.

We apologize for the inconvenience and thank you for your patience.

Thank you,
Net Health Team
May 20, 18:41 EDT

May 25, 2025

No incidents reported.

May 24, 2025

No incidents reported.

May 23, 2025

Affected Service: Outbound file delivery to Change Healthcare via sFTP

Resolved - This issue has been fully resolved. The IP whitelist was successfully updated during the recent migration to our cloud environment. We’ve been closely monitoring the connection, and all outbound claims have been transmitting as expected.

We have not received any additional reports of issues. If you experience any problems, please contact Support so we can assist you directly.

Thank you for your continued patience and understanding.

— The Net Health Team
May 23, 08:00 EDT

Monitoring - Claims are continuing to process successfully under our temporary solution.

We’re working closely with Change Healthcare on a permanent fix and will keep you informed as progress is made.

Thank you,
Net Health Team
Apr 28, 17:08 EDT

Update - At this time, there are no new updates to share. Claims are continuing to process successfully under our temporary solution.

We’re working closely with Change Healthcare on a permanent fix and will keep you informed as progress is made.

Thank you,
Net Health Team
Apr 25, 08:26 EDT

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, 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, 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, 08:51 EDT

Batch Print Latency

Resolved - Our team has addressed the recent issue that was affecting some users' ability to complete Batch Print requests. The functionality is now performing as expected.

We have not received any additional reports at this time. If you are still experiencing any issues, please reach out to Support so we can assist you directly.

We appreciate your patience and understanding as we worked through this.

— The Net Health Team
May 23, 07:54 EDT

Update - We are continuing to investigate this issue.
Our technical team is still actively working to identify the root cause of the latency affecting Batch Print requests. We understand how important this functionality is to your daily workflow and will share additional updates as soon as more information is available.

Thank you for your continued patience and understanding.
– The Net Health Team
May 22, 09:55 EDT

Update - We are continuing to investigate this issue.
May 21, 10:13 EDT

Investigating - We are currently investigating an issue affecting some users where Batch Print requests may become stuck in a loading state and fail to complete as expected. Our technical team is actively working to identify the root cause and implement a resolution.

We understand how critical this functionality is to your workflow and sincerely apologize for any disruption this may be causing.

Thank you for your continued patience and understanding.
– The Net Health Team
May 20, 16:46 EDT