Net Health StatusPage Status

Net Health StatusPage

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 Operational

Tissue Analytics Operational

Value-Based Care Solutions Operational

Casamba Skilled Operational

TherapySource Operational

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Jul 3, 2025

No incidents reported today.

Jul 2, 2025

Occupational Health (Hosted): Security update to NetScaler

Completed - The scheduled maintenance has been completed.
Jul 2, 01:30 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 1, 23:00 EDT

Scheduled - We will be doing scheduled security update to our NetScaler. There should not be any downtime while the updates are applied.
Jul 1, 16:41 EDT

Jul 1, 2025

Jun 30, 2025

Business Intelligence Application Now Available

Resolved - This incident has been resolved.
Jun 30, 18:48 EDT

Monitoring - We’re pleased to inform you that the Business Intelligence application is once again available.

To ensure data accuracy and reliability, we performed a rollback of the environment. You can now access the application utilizing the existing URL and password.

If you have any questions or urgent needs during this time, please don’t hesitate to reach out to our support team at optima-support@nethealth.com. We’re here to help.

Thank you for your understanding and continued partnership.

Thank you,
Net Health Team
Jun 7, 15:39 EDT

Occupational Health (Agility) Hosted: Database Performance Issues for Some Hosted Clients

Resolved - Issue Summary:
Following a recent backend infrastructure change, some hosted clients experienced increased latency and degraded performance.

What Happened:
As part of our ongoing infrastructure improvements, we migrated our hosted servers to a new storage system. This change was designed to be seamless with no expected client impact. However, shortly after the migration, we began receiving reports of performance issues.

Root Cause:
Our investigation revealed that a duplicate IP address had been unintentionally included in the configuration during the migration. This caused unexpected increase in load on the affected server, leading to performance degradation for some hosted clients.

Resolution:
The duplicate IP entry was identified and removed from the configuration. After this change, system performance returned to normal levels.

Next Steps:
We are reviewing our change validation processes and implementing additional safeguards to help prevent similar issues in the future.

We sincerely apologize for any disruption this may have caused and appreciate your continued trust.
Jun 30, 17:18 EDT

Monitoring - Our IT team believes they have identified the source of the latency affecting some hosted clients and has implemented changes to address the issue. We are now actively monitoring performance to confirm that the changes have resolved the problem. We’ll provide another update once monitoring is complete or if anything changes.

Thank you for your patience.
Jun 30, 13:41 EDT

Update - We are still investigating the issue. Our team made some changes Friday evening to try and alleviate the latency issues. Because of the lower volume of users over the weekend, the issue seemed to have been resolved until this morning when we have our normal volume of users logged in.
Jun 30, 11:40 EDT

Investigating - We are currently investigating database performance issues affecting a subset of our hosted clients. The errors appear to be related to increased latency when accessing the database.
Jun 27, 11:04 EDT

Salesforce Email Processing Delays

Resolved - This incident has been resolved.
Jun 30, 11:38 EDT

Monitoring - Net Health identified an issue caused by a global outage affecting one of our third-party vendors. This led to delays in processing emails sent to our email-to-case inboxes in Salesforce.

We’ve confirmed:
Outbound email service was restored at 09:00 UTC on June 27
Inbound email service was restored at 12:04 UTC on June 27

Both services are now stable, and we are actively monitoring their performance. Our teams are working diligently to address delayed cases as quickly as possible.

Due to the backlog, some duplicate cases may have been created, and clients may receive duplicate case notifications.

We sincerely apologize for the disruption. The issue was caused by a service degradation with our email provider. We understand how critical timely communication is and we appreciate your patience and understanding as we continue to resolve the impact.

Thank you,
Net Health team
Jun 27, 17:18 EDT

Jun 29, 2025

No incidents reported.

Jun 28, 2025

No incidents reported.

Jun 27, 2025

Some clients are missing the billing icon in Revenue Cycle Management (RCM FoxPro)

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

Thank you,
Net Health team
Jun 27, 11:16 EDT

Monitoring - We've pinpointed the problem and a solution has been applied. Users have reported successful logins, and we're actively monitoring the situation.
Jun 10, 10:16 EDT

Identified - The issue has been identified and a fix is being implemented.
Jun 10, 09:11 EDT

Investigating - Net Health is aware that some clients are missing the billing icon in Revenue Cycle Management (RCM FoxPro).

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 9, 15:27 EDT

Execution Timeout Expired error in COM

Resolved - This incident has been resolved.
Jun 27, 11:16 EDT

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

Thank you,
Net Health team
Jun 27, 11:16 EDT

Monitoring - We’ve implemented a fix and are actively monitoring for any further reports of the issue.

Thank you,
The Net Health Team
Jun 24, 15:16 EDT

Update - We believe we’ve identified the root cause of the issue and are currently applying a fix while closely monitoring the results. At this time, we are seeing reports of successful logins. We’ll continue to provide updates as more information becomes available.
Jun 24, 12:02 EDT

Update - We are continuing to work diligently to resolve this issue as quickly as possible. Thank you for your patience and understanding. We will provide another update shortly.
Jun 24, 11:07 EDT

Investigating - We are aware that some clients are currently experiencing an "Execution Timeout Expired" error when attempting to log in or navigate within the Care Operations Management (COM) application.

Our team is actively investigating the issue and working to resolve it as quickly as possible.

We sincerely apologize for the inconvenience this may cause and appreciate your patience and understanding as we work to restore full functionality.

Thank you,
The Net Health Team
Jun 24, 09:55 EDT

Jun 26, 2025

No incidents reported.

Jun 25, 2025

No incidents reported.

Jun 24, 2025

Jun 23, 2025

No incidents reported.

Jun 22, 2025

No incidents reported.

Jun 21, 2025

No incidents reported.

Jun 20, 2025

Temporary outage for a subset of clients using VPN interfaces

Completed - The scheduled maintenance has been completed.
Jun 20, 03:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 19, 23:00 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jun 18, 18:59 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jun 18, 17:16 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jun 18, 17:11 EDT

Update - We will be undergoing scheduled maintenance during this time.
Jun 18, 17:10 EDT

Scheduled - As part of planned infrastructure enhancements, we will be performing scheduled maintenance to transition VPN interfaces. This update will impact a subset of clients whose data is routed through specific VPN connections.

During the maintenance window, there may be a brief interruption in VPN connectivity for those clients. Transactions will queue during the downtime and automatically process once connectivity is restored—no action is required on your end.
We anticipate minimal impact and no data loss.

If you have any questions or want to confirm whether your environment is affected, please reach out to Support.

Thank you for your continued partnership,
-The Net Health Team
Jun 18, 16:30 EDT

Jun 19, 2025