Time: Sept. 12, 2022, 7:18 p.m.

Status: Resolved

Update: This incident has been resolved. Thank you for your patience while our team investigated and fixed the issue. A root cause analysis will be available in the coming weeks attached to this status page incident.

Time: Sept. 12, 2022, 5:47 p.m.

Status: Monitoring

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

Time: Sept. 12, 2022, 5:13 p.m.

Status: Identified

Update: The issue has been identified and a fix is being implemented.

Time: Sept. 12, 2022, 4:05 p.m.

Status: Investigating

Update: We are currently investigating reports of the inability to use the Copy Previous Note feature. This does not appear to be affecting all users of the platform. Our team is looking into this with high priority. We will continue to post updates via this status page. Thank you for your patience.

Time: Sept. 7, 2022, 6:36 p.m.

Status: Postmortem

Update: # Root Cause Analysis: 08/30/2022, Quest Diagnostics ## Quest Service Disruption ## Summary The system was unable to process an update to the Quest compendium because of a 500 error from the Quest side. There is a problem on our side, however, where if anything goes wrong during downloading or parsing, any subsequent codes won’t be there because they are removed. ## Timeline \(EST, 24-hour clock\) All times are EST. | **Date/Time** | **Activity** | | --- | --- | | 2022-08-30 08:32 | Started receiving initial reports of issues with Quest test orders. Investigation started. | | 2022-08-30 09:00 | Support team reached out to Quest to see if there were any issues on the Quest side. | | 2022-08-30 09:30 | Informed by Quest that they did not have any issues on the Quest side. | | 2022-08-30 10:22 | Status Page created. | | 2022-08-30 10:28 | Support team pulled a ticket from a previous occurrence from March 2019. | | 2022-08-30 10:32 | Problematic scheduled job identified. | | 2022-08-30 10:34 | Specific error from scheduled job identified. | | 2022-08-30 12:36 | Restarted scheduled job. | | 2022-08-30 12:46 | Status Page updated to identified | | 2022-08-30 12:56 | Verified that issue is resolved | | 2022-08-30 13:00 | Status Page updated to monitoring | | 2022-08-30 14:17 | Status Page resolved. | ### Contributing Factor\(s\) The management command deletes all the rows from the table so if something goes wrong nothing is left. ## Impact Impact was widespread to all customers utilizing Quest for test orders. This requires development effort from the engineering team. ## Corrective Actions Management command ran again to fix the problem.

Time: Aug. 30, 2022, 6:17 p.m.

Status: Resolved

Update: DrChrono is pleased to report that our engineering team has implemented a resolution to address the service outage related to Quest lab ordering. We want to thank our users for their patience and support as we worked to address this matter as quickly as possible.

Time: Aug. 30, 2022, 5 p.m.

Status: Monitoring

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

Time: Aug. 30, 2022, 4:46 p.m.

Status: Identified

Update: The issue has been identified and a fix is being implemented.

Time: Aug. 30, 2022, 4:05 p.m.

Status: Investigating

Update: We are continuing to investigate this issue and will provide additional updates via this status page. Thank you for your patience.

Time: Aug. 30, 2022, 2:22 p.m.

Status: Investigating

Update: DrChrono is currently experiencing a service outage related to placing Quest lab orders. Please be aware that our engineering team is prioritizing the investigation of this issue and working to resolve this situation as quickly as possible. We will provide another update via this status page as soon as possible.

Time: Aug. 17, 2022, 9:38 p.m.

Status: Resolved

Update: This incident has been resolved. Thank you for your patience while our team worked to identify and solve the issue. A root cause analysis will be available via the status page incident within the coming days.

Time: Aug. 17, 2022, 7:16 p.m.

Status: Monitoring

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

Time: Aug. 17, 2022, 6:47 p.m.

Status: Investigating

Update: DrChrono is currently experiencing a major service outage. Please be aware that we take this very seriously and our engineering team is actively investigating and working to resolve this situation as quickly as possible. We will provide another update via this status page as soon as possible.

Time: Aug. 9, 2022, 8:54 p.m.

Status: Postmortem

Update: On 07/28, customers encountered issues related to being unable to open patient charts, preview or lock clinical notes, as well as uploading or downloading documents. ## Timeline All times are in PST. | **Date/Time** | **Activity** | | --- | --- | | 2022-07-28 05:35 | Support tickets come in from customers having issues with opening patient charts, previewing or locking notes, including uploading and downloading documents. | | 2022-07-28 05:59 | An internal communication channel is opened to coordinate with the engineering team. | | 2022-07-28 06:14 | Status page is created and set to investigating status. | | 2022-07-28 06:21 | The issue has been identified as a 3rd party outage and they confirm that they have resolved the issue. | | 2022-07-28 06:21 | Status page is set to monitoring status | | 2022-07-28 06:59 | Our 3rd party web service provider confirms that their services are back to operational status. | | 2022-07-28 07:03 | Some impacted customers confirm that the issue is resolved on their end. | | 2022-07-28 11:00 | Status page is set to resolved. | ## Contributing Factor\(s\) Our system's reliance on Rackspace caused their outage to affect our systems. ## Stabilization Steps No direct operational changes were done, however our DevOps team monitored the 3rd party outage very closely to be constantly updated on when the issue is resolved. ## Corrective Actions Ongoing efforts are in place to migrate out of Rackspace which is expected to improve our platform’s performance.

Time: July 28, 2022, 6 p.m.

Status: Resolved

Update: After monitoring system performance for the last few hours, as well as feedback from customers, our team has confirmed that the issue has been resolved. The RCA will be made available on this page in the next few days.

Time: July 28, 2022, 1:30 p.m.

Status: Monitoring

Update: According to the third-party, their services have begun to recover. Their engineers continue to be engaged to confirm all systems have once again become accessible. The DrChrono engineers will also continue to be engaged with our team and customers to confirm all components of DrChrono have also become accessible.

Time: July 28, 2022, 1:21 p.m.

Status: Identified

Update: The issues have been identified as due to a third-party outage.

Time: July 28, 2022, 1:14 p.m.

Status: Investigating

Update: Currently, customers are experiencing issues with accessing patient charts and previewing and signing clinical notes. We are currently investigating these issues with the highest priority and we will continue to provide updates as we have them.

Time: July 21, 2022, 6:40 p.m.

Status: Resolved

Update: Our team has confirmed that the issue has been fixed. If you continue to experience problems with this function, please contact our Support team so we can further assist you.

Time: July 21, 2022, 2:19 p.m.

Status: Identified

Update: Our team has identified an issue related to page scrolling on the additional section (tab) on the clinical notes page where it appears as frozen. This affects the visibility of the forms on the lower section of the list. Our engineering team is currently testing the possible solution to this issue and will be applying this shortly once verified. You may temporarily adjust the screen size to view additional forms on the list. We apologize for the inconvenience.