Time: Oct. 22, 2024, 10:38 p.m.

Status: Monitoring

Update: A fix has been implemented and we are monitoring the results.

Time: Oct. 21, 2024, 3:37 a.m.

Status: Identified

Update: Root Cause: Our development team has identified the cause of the problem in the search algorithm. Current Status: A fix has been developed and is currently in the testing phase. We are rigorously testing the solution to ensure it resolves the partial name search functionality without introducing any new issues. Mitigation: users should continue to work around this issue by: Clicking the "Reset" button before performing an Advanced Search. Note: The "Reset" button must be clicked each time the Advanced Search is opened for this workaround to be effective. Next Steps: Once testing is complete and the fix is verified, we will schedule a release to implement the solution. We anticipate this will fully restore the partial name search functionality in Advanced Search. We appreciate your continued patience and understanding and will provide another update once the fix has been deployed.

Time: Oct. 15, 2024, 11:50 p.m.

Status: Investigating

Update: Summary of impact: We have identified an issue where the name search function in Advanced Search only works when the full name is entered. This affects users trying to search for patients or records using partial names. Root Cause: The exact cause is currently under investigation. Our development team is analysing the search algorithm to identify why partial name searches are not returning expected results. Mitigation: At present, users can work around this issue by: Clicking the "Reset" button before performing an Advanced Search. Note: The "Reset" button must be clicked each time the Advanced Search is opened for this workaround to be effective. Next Steps: Core Practice is actively working on resolving this issue. We will be implementing and testing a fix to restore partial name search functionality in Advanced Search and notify users as soon as the full search functionality is restored. We appreciate your understanding and patience during this time.

Time: Aug. 28, 2024, 11:04 a.m.

Status: Resolved

Update: Summary of Impact: On 28th August 2024, between 06:10 PM and 6:40 PM (AEDT), a significant number of users intermittently encountered application errors, which inhibited their ability to access the Core Practice system. Root Cause: Upon investigation, we identified that a small number of dependency requests were returning 500 errors, preventing the Core Practice application from loading successfully. This issue was exacerbated by the recent migration of Core Practice to a new infrastructure architecture, which took longer than expected to diagnose. We found that some server pools were functioning as expected, and steps were taken to reroute all traffic to these unaffected pools. Further investigation revealed that one of the servers in the affected pool had failed to load, prompting us to rebuild the affected server. Mitigation: The Core Practice team is committed to improving infrastructure through the new server migration to enhance security and redundancy by routing traffic to healthy pools. We are currently working to improve our emergency procedures to reduce switchover downtime and are reviewing processes to automate repairs without manual intervention. We apologize for the inconvenience caused and thank you for your cooperation.

Time: Aug. 28, 2024, 10:42 a.m.

Status: Monitoring

Update: A fix has been implemented and we are monitoring the results.

Time: Aug. 28, 2024, 8:54 a.m.

Status: Identified

Update: We are continuing to work on a fix for this issue.

Time: Aug. 28, 2024, 8:48 a.m.

Status: Identified

Update: We have identified the affected servers and rerouted all traffic to unaffected servers. We are currently investigating the root cause.

Time: Aug. 28, 2024, 8:27 a.m.

Status: Investigating

Update: We're experiencing an elevated level of application errors and are currently investigating the issue.

Time: Aug. 16, 2024, 11:04 p.m.

Status: Resolved

Update: This incident has been resolved.

Time: Aug. 15, 2024, 12:34 a.m.

Status: Investigating

Update: We have recently migrated all our users to new servers to improve performance and security. However, some customers using older versions of Core Practice Bridge may experience elevated errors when connecting. We are aware of the situation and are here to help. Please create a ticket to book a meeting with one of our agents for a Bridge update, or use live chat if the issue is urgent. Thank you for your understanding.

Time: July 2, 2024, 8:48 a.m.

Status: Resolved

Update: Summary of Impact: On 2nd July 2024, between 5:45 PM and 6:00 PM AEDT (approx), we identified that one of our database servers experienced an elevated level of application errors. During this time, some users on the affected server were unable to access Core Practice. Root Cause: Upon investigation, we determined that high disk activity on the affected database server was the underlying root cause. The high disk activity caused the database service to shut down. Mitigation: The Core Practice team is dedicated to improving our infrastructure to prevent such issues from recurring, and we have increased server capacity. We will be working to migrate customers to new infrastructure in the coming weeks to ensure better stability and performance. We sincerely apologize for the impact on affected customers. We are committed to enhancing our architectural resiliency and mitigating the issues that contributed to this incident and its widespread impact.

Time: July 2, 2024, 8:31 a.m.

Status: Monitoring

Update: Our systems are now operational. We are currently investigating the issue. Thank you for your patience.

Time: July 2, 2024, 8:30 a.m.

Status: Investigating

Update: We have identified an issue with one of our servers that resulted in an elevated level of application errors. During this time, some of our users were unable to access Core Practice. We apologize for any inconvenience this may have caused and appreciate your understanding and patience as we work to resolve this issue.

Time: Nov. 8, 2023, 10:57 p.m.

Status: Resolved

Update: Optus network has now been restored and we are expecting all Core services to be operational again. We again thank you for your patience.

Time: Nov. 7, 2023, 10:44 p.m.

Status: Investigating

Update: We want to inform you of a service disruption affecting SMS delivery and two-factor authentication capabilities, due a nationwide Optus outage. We are currently investigating the full impact on our services. If you are experiencing issues logging in, please reach out to a user who is already logged in to temporarily disable your two-factor authentication. We apologize for the inconvenience and appreciate your patience as we work to resolve this matter. Stay tuned for updates.