tag:status.medirecords.com,2005:/historyMediRecords Status - Incident History2024-03-29T16:23:10+11:00MediRecordstag:status.medirecords.com,2005:Incident/201719512024-04-04T22:00:00+11:002024-03-19T11:36:06+11:00MediRecords Database Upgrade<p><strong>THIS IS A SCHEDULED EVENT Apr <var data-var='date'>4</var>, <var data-var='time'>22:00</var> AEDT - Apr <var data-var='date'>5</var>, <var data-var='time'>00:00</var> AEDT</strong></p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>00:00</var> AEDT</small><br><strong>Scheduled</strong> - We are undertaking a crucial database upgrade. During this time MediRecords will be unavailable. Users will not be able to access MediRecords during this time.</p>tag:status.medirecords.com,2005:Incident/199806262024-02-20T23:30:56+11:002024-02-20T23:30:56+11:00HealthLink Planned Outage<p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>23:30</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>20</var>, <var data-var='time'>20:30</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>14</var>, <var data-var='time'>14:42</var> AEDT</small><br><strong>Scheduled</strong> - As part of HealthLink’s commitment to continual improvement of our service, systems and environments, there will be an outage on Tuesday, 20th February 2024. The work will take approximately 3 hours to complete.<br /><br />Planned Outage:<br />Outage Start Time: Tuesday, 20th February 2024 - 10:30pm (AEDT) / 10:00pm (ACDT) / 7:30pm (AWDT)<br />Outage End Time: Wednesday, 21st February 2024 - 1:30am (AEDT) / 1:00 am (ACDT) / 10:30pm (Tuesday, AWDT)<br /><br />Services affected:<br />HealthLink SmartForms<br />MyHealthLink Portal<br />RMSLite<br />HealthLink Secure Messaging<br /><br /><br />Services unaffected: <br />Server Hosting<br /><br />Thank you for your understanding.'<br /><br />Please contact HealthLink Support with any questions - this outage is not being handled by MediRecords. <br />https://nz.healthlink.net/contact-support/</p>tag:status.medirecords.com,2005:Incident/197212882024-01-16T22:28:45+11:002024-01-16T22:28:45+11:00Multiple Issues<p><small>Jan <var data-var='date'>16</var>, <var data-var='time'>22:28</var> AEDT</small><br><strong>Resolved</strong> - This incident has now been resolved. Please contact Support if you are continuing to have errors appear.</p><p><small>Jan <var data-var='date'>16</var>, <var data-var='time'>18:57</var> AEDT</small><br><strong>Identified</strong> - Some customers are experiencing issues with saving consult notes, prescribing medication, invoicing or uploading files. We are investigating this as a priority and will provide an update shortly.</p>tag:status.medirecords.com,2005:Incident/196887352024-01-14T09:28:27+11:002024-01-14T09:28:27+11:00IHI validation Degradation<p><small>Jan <var data-var='date'>14</var>, <var data-var='time'>09:28</var> AEDT</small><br><strong>Resolved</strong> - This incident has now been resolved.</p><p><small>Jan <var data-var='date'>13</var>, <var data-var='time'>02:10</var> AEDT</small><br><strong>Monitoring</strong> - We are currently monitoring the IHI validation. If you continue to face issues please contact MediRecords Support.</p><p><small>Jan <var data-var='date'>13</var>, <var data-var='time'>01:38</var> AEDT</small><br><strong>Investigating</strong> - We are currently investigating issues when running an IHI validation. These issues can result in a user being unable to e-prescribe. We will provide an update as soon as possible.</p>tag:status.medirecords.com,2005:Incident/194672082023-12-19T15:13:23+11:002023-12-19T15:13:23+11:00Australian Immunisation Register (AIR) Web Services Intermittent Outage<p><small>Dec <var data-var='date'>19</var>, <var data-var='time'>15:13</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'>18</var>, <var data-var='time'>15:19</var> AEDT</small><br><strong>Investigating</strong> - Good afternoon,<br /> <br />Services Australia is advising of an intermittent error being experienced by some users when using AIR web services (all versions). This issue is under urgent investigation.<br /> <br />Error information below:<br /> <br />{"statusCode":"AIR-E-1006","codeType":"AIREIN","message":"An unexpected error has occurred. Please try again shortly. If the problem persists, take a screenshot of the error and email it to AIR.INTERNET.HELPDESK@servicesaustralia.gov.au with a description of what you were doing at the time the error occurred.","errors":[{"code":"AIR-E-1006","field":"System Error - SA85SFYT","message":null}],"claimDetails":null}<br /> <br />Should you have any queries regarding this advice, please contact Developer Liaison at DeveloperLiaison@servicesaustralia.gov.au.</p>tag:status.medirecords.com,2005:Incident/193062032023-12-17T22:31:12+11:002023-12-17T22:31:12+11:00Planned Database Upgrade<p><small>Dec <var data-var='date'>17</var>, <var data-var='time'>22:31</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>17</var>, <var data-var='time'>21:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'> 4</var>, <var data-var='time'>16:18</var> AEDT</small><br><strong>Scheduled</strong> - We will be undertaking a scheduled database upgrade between 9:00 PM - 10:30 PM AEDT, during which users may not be able access MediRecords or create new events such as consults, appointments and Correspondence.</p>tag:status.medirecords.com,2005:Incident/194222442023-12-13T23:20:10+11:002023-12-13T23:20:10+11:00eRx Maintenance<p><small>Dec <var data-var='date'>13</var>, <var data-var='time'>23:20</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>13</var>, <var data-var='time'>23:00</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>13</var>, <var data-var='time'>09:52</var> AEDT</small><br><strong>Scheduled</strong> - eRx are undertaking planned maintenance that will result in a brief outage of between 5 and 15 minuets. During this time users will be unable to e-prescribe medication. Click here to access eRx's status page: https://www.erx.com.au/service-performance-status/</p>tag:status.medirecords.com,2005:Incident/193447722023-12-12T23:15:08+11:002023-12-12T23:15:08+11:00eRx undertaking planned maintenance<p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>23:15</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>23:01</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'> 6</var>, <var data-var='time'>15:13</var> AEDT</small><br><strong>Scheduled</strong> - eRx are undertaking planned maintenance that will result in a brief outage of between 5 and 15 minuets. During this time users will be unable to e-prescribe medication.</p>tag:status.medirecords.com,2005:Incident/191928042023-11-22T18:43:55+11:002023-11-22T18:43:55+11:00Users are unable to e-prescribe<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>18:43</var> AEDT</small><br><strong>Resolved</strong> - This incident has now been confirmed as resolved. If you are still facing any difficulties please reach out to the support team for further assistance.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>18:37</var> AEDT</small><br><strong>Monitoring</strong> - A fix has been implemented. We are currently monitoring the results.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>18:17</var> AEDT</small><br><strong>Identified</strong> - The issue has been identified and we are implementing a resolution.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>17:57</var> AEDT</small><br><strong>Investigating</strong> - We are currently investigating this issue with urgency and will provide an update shortly.</p>tag:status.medirecords.com,2005:Incident/191332452023-11-16T15:42:28+11:002023-11-16T15:42:28+11:00Internal Server Error when Uploading Files<p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>15:42</var> AEDT</small><br><strong>Resolved</strong> - This incident has now been resolved. If you are still having issues please contact Support as soon as you can.</p><p><small>Nov <var data-var='date'>16</var>, <var data-var='time'>14:20</var> AEDT</small><br><strong>Investigating</strong> - We are currently investigating an issue where users are unable to upload files to MediRecords but are presented with an 'Internal Server Error'.</p>tag:status.medirecords.com,2005:Incident/190509232023-11-09T09:47:33+11:002023-11-09T09:47:33+11:00Unable to use SMS features due to Optus Outage.<p><small>Nov <var data-var='date'> 9</var>, <var data-var='time'>09:47</var> AEDT</small><br><strong>Resolved</strong> - Optus is reporting that they have restored full connectivity to their network</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>12:45</var> AEDT</small><br><strong>Update</strong> - Some SMS messages are being delivered to patients however a large number remain undelivered. As such, some patients may receive communication but the Optus network has not fully resolved the issue.</p><p><small>Nov <var data-var='date'> 8</var>, <var data-var='time'>10:01</var> AEDT</small><br><strong>Investigating</strong> - Due to Optus's current nationwide outage, MediRecords is unable to send SMS messages. This includes both SMS on Demand and SMS appointment reminder features. <br /><br />New patients will not be able to use appointment widgets to book appointments as they will not receive the verification token.<br /><br />Please follow this link to view Optus' latest updates whilst they attempt to resolve the issues in their network: https://www.optus.com.au/living-network/service-status#mobile__45g_internet</p>tag:status.medirecords.com,2005:Incident/189947572023-11-02T17:44:53+11:002023-11-02T17:44:53+11:00eRx Reporting Service Interruption<p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>17:44</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>11:19</var> AEDT</small><br><strong>Investigating</strong> - eRx has reported a service interruption that could be causing a delay in the delivery of e-scripts and other related services. <br /><br />Please view their status page for the most up-to-date information: https://www.erx.com.au/service-performance-status/</p>tag:status.medirecords.com,2005:Incident/188931452023-10-24T10:21:48+11:002023-10-24T10:21:48+11:00My Health Record Outage<p><small>Oct <var data-var='date'>24</var>, <var data-var='time'>10:21</var> AEDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Oct <var data-var='date'>23</var>, <var data-var='time'>12:13</var> AEDT</small><br><strong>Investigating</strong> - The My Health Record System Operator advises there will be outage to the My Health Record system Production environment.<br /><br />If a consumer or healthcare provider needs assistance, they can call the Help line on 1800 723 471 (available 24 hours, 7 days a week). Call charges may apply for mobile phones.<br /> <br />Contact DEVELOPERLIAISON@servicesaustralia.gov.au for further advice about this message if necessary.<br /><br />For technical support please contact myhealthrecord.otshelpdesk@servicesaustralia.gov.au</p>tag:status.medirecords.com,2005:Incident/186733212023-10-07T23:00:19+11:002023-10-07T23:00:19+11:00Planned eRx Maintenance<p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>23:00</var> AEDT</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'> 7</var>, <var data-var='time'>21:01</var> AEDT</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>13:59</var> AEDT</small><br><strong>Scheduled</strong> - There will be one small outage (minutes) somewhere between 8pm and 10pm (AEST) where all eRx services will be temporarily unavailable. <br /><br />If the outage continues longer than 10 minuets you can contact eRx at 1300 704 431</p>tag:status.medirecords.com,2005:Incident/183009372023-08-30T14:40:50+10:002023-08-30T14:40:50+10:00Unable to Print Paperless Script when Creating ePrescription<p><small>Aug <var data-var='date'>30</var>, <var data-var='time'>14:40</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>30</var>, <var data-var='time'>14:40</var> AEST</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Aug <var data-var='date'>29</var>, <var data-var='time'>11:43</var> AEST</small><br><strong>Investigating</strong> - When first creating a prescription, users who select ePrescribe and print will then see an error 'invalid parameter'. Despite this error, the e-script has still been registered with eRx and sent to the patient. We are investigating this issue and are seeking to resolve it as soon as possible. In the short term please follow the below steps to generate a print copy of e-scripts.<br /><br />This error is blocking a printable copy of the script from automatically appearing. If you wish to print a copy please navigate to the patient's Medications, select the tick box next to the desired medication, and click the printer icon at the top of the medications grid.</p>tag:status.medirecords.com,2005:Incident/181793642023-08-18T19:06:03+10:002023-08-18T19:06:03+10:00Inability to send SMS<p><small>Aug <var data-var='date'>18</var>, <var data-var='time'>19:06</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>18</var>, <var data-var='time'>10:38</var> AEST</small><br><strong>Monitoring</strong> - Users are currently unable to send SMS from MediRecords due to a service disruption from our SMS Carrier, Twilio. We are monitoring the situation. Please view Twilio's status page for updates at https://status.twilio.com/</p>tag:status.medirecords.com,2005:Incident/181712022023-08-18T18:06:11+10:002023-08-18T18:06:11+10:00Unable to create payments on Invoices.<p><small>Aug <var data-var='date'>18</var>, <var data-var='time'>18:06</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>17</var>, <var data-var='time'>19:02</var> AEST</small><br><strong>Update</strong> - We are continuing to work on a fix for this issue.</p><p><small>Aug <var data-var='date'>17</var>, <var data-var='time'>19:01</var> AEST</small><br><strong>Identified</strong> - Users are currently unable to create payments against existing invoices. <br />We are currently investigating this issue and will provide updates where possible. <br /><br />In the interim, please create and apply payments at the time of creating a new invoice where possible. <br />If a new payment is required on an existing invoice, please clone the invoice and apply payment within the newly generated invoice, then delete the original. <br /><br />We apologise for this disruption to your workflow.</p>tag:status.medirecords.com,2005:Incident/181367862023-08-17T16:16:10+10:002023-08-17T16:16:10+10:00Unable to create Payments on Invoice<p><small>Aug <var data-var='date'>17</var>, <var data-var='time'>16:16</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Aug <var data-var='date'>14</var>, <var data-var='time'>12:37</var> AEST</small><br><strong>Investigating</strong> - Users are currently unable to create payments against existing invoices. <br />We are currently investigating this issue and will provide updates where possible. <br /><br />In the interim, please create and apply payments at the time of creating a new invoice where possible. <br />If a new payment is required on an existing invoice, please clone the invoice and apply payment within the newly generated invoice, then delete the original. <br /><br />We apologise for this disruption to your workflow.</p>tag:status.medirecords.com,2005:Incident/179514252023-07-25T18:11:58+10:002023-07-25T18:11:58+10:00eRx Script Exchange experiencing intermittent issues<p><small>Jul <var data-var='date'>25</var>, <var data-var='time'>18:11</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jul <var data-var='date'>25</var>, <var data-var='time'>13:15</var> AEST</small><br><strong>Investigating</strong> - eRx is investigating intermittent issues causing some e-scripts to not have been delivered to patients. Follow the link below to their status page: https://www.erx.com.au/service-performance-status/</p>tag:status.medirecords.com,2005:Incident/178944322023-07-22T01:00:19+10:002023-07-22T01:00:19+10:00Planned eRx Outage<p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>01:00</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jul <var data-var='date'>21</var>, <var data-var='time'>23:00</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jul <var data-var='date'>19</var>, <var data-var='time'>09:36</var> AEST</small><br><strong>Scheduled</strong> - eRx Script Services will be unavailable during this time window whilst they undergo a planned software upgrade. Users will be unable to generate new e-scripts for patients until eRx have completed their maintenance work.</p>tag:status.medirecords.com,2005:Incident/177250162023-06-30T16:02:34+10:002023-06-30T16:02:34+10:00System Slowness<p><small>Jun <var data-var='date'>30</var>, <var data-var='time'>16:02</var> AEST</small><br><strong>Resolved</strong> - This incident has now been resolved</p><p><small>Jun <var data-var='date'>30</var>, <var data-var='time'>11:04</var> AEST</small><br><strong>Investigating</strong> - We are currently investigating</p>tag:status.medirecords.com,2005:Incident/175068872023-06-09T14:18:57+10:002023-06-09T14:18:57+10:00System Recovered<p><small>Jun <var data-var='date'> 9</var>, <var data-var='time'>14:18</var> AEST</small><br><strong>Resolved</strong> - We have been monitoring the platform overnight and well into today and are confident this particular issue has been resolved.</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>14:33</var> AEST</small><br><strong>Monitoring</strong> - Our team have identified and resolved the underlying problem. The platform is fully operational again. <br />We will actively monitor the platform overnight and also make available phone, email and chat support to all customers for the next 24h.</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>13:25</var> AEST</small><br><strong>Update</strong> - Despite our best efforts, the problem continues to elude our attempts at resolution. We will provide the next update at 2.30pm AEST</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>12:01</var> AEST</small><br><strong>Update</strong> - Investigations are ongoing. Next update will be provided at 1.30pm AEST</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>11:19</var> AEST</small><br><strong>Update</strong> - Investigations are still ongoing. At this time, customers are encouraged to continue with their business continuity processes.</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>10:35</var> AEST</small><br><strong>Identified</strong> - MediRecords is aware of technical issues that are severely impacting the usability of our platform. We appreciate the impact this has on our customers and have all available resources committed to restoring system functionality as soon as possible. We encourage you to implement your business continuity processes until the matter is resolved. Please monitor our status page for further updates.</p><p><small>Jun <var data-var='date'> 8</var>, <var data-var='time'>09:33</var> AEST</small><br><strong>Investigating</strong> - MediRecords is investigating reports of some users experiencing slower than usual response times.</p>tag:status.medirecords.com,2005:Incident/174278442023-05-31T14:23:12+10:002023-05-31T14:23:12+10:00Slow Response Times<p><small>May <var data-var='date'>31</var>, <var data-var='time'>14:23</var> AEST</small><br><strong>Resolved</strong> - This incident has been resolved and we are continuing to monitor the system for any changes.</p><p><small>May <var data-var='date'>31</var>, <var data-var='time'>13:59</var> AEST</small><br><strong>Identified</strong> - Our Engineering team have identified a potential issue and are implementing a solution that is expected to take effect by 2.30pm AEST.</p><p><small>May <var data-var='date'>31</var>, <var data-var='time'>13:43</var> AEST</small><br><strong>Investigating</strong> - MediRecords is investigating reports of some users experiencing slower than usual response times.</p>tag:status.medirecords.com,2005:Incident/173100452023-05-22T10:26:02+10:002023-05-22T10:26:02+10:00Degraded Performance<p><small>May <var data-var='date'>22</var>, <var data-var='time'>10:26</var> AEST</small><br><strong>Resolved</strong> - We have implemented a fix and MediRecords should be functioning normally. Please contact Support if you are continuing to have any issues.</p><p><small>May <var data-var='date'>22</var>, <var data-var='time'>09:01</var> AEST</small><br><strong>Update</strong> - Some Customers are still experiencing degraded performance. We are continually monitoring the system and working to improve performance.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>17:51</var> AEST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>16:55</var> AEST</small><br><strong>Investigating</strong> - We are currently Investigating</p>tag:status.medirecords.com,2005:Incident/172976702023-05-21T06:00:09+10:002023-05-21T06:00:09+10:00Scheduled Eclipse Maintenance<p><small>May <var data-var='date'>21</var>, <var data-var='time'>06:00</var> AEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>22:00</var> AEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>May <var data-var='date'>19</var>, <var data-var='time'>12:38</var> AEST</small><br><strong>Scheduled</strong> - Services Australia advises that Medicare Online ECLIPSE is expected to be down for 1 hour during this maintenance period. <br /><br />Please contact Services Australia if you have any concerns.</p>