Monitoring - As part of our investigation, we've made a number of changes that should improve the sending time of messages and reduce the slowness some users have recently experienced.

We're monitoring these changes over the next 3 working days and outlining more long-term measures we can take to reduce the likelihood and impact of similar issues occurring in the future.

Thank you for your continued patience and understanding.

Jul 18, 2024 - 13:38 UTC
Update - Users may still experience some toolbar slowness - we are still investigating the issue and mitigating the impact where possible.

You may want to consider sending non-urgent messages or questionnaires during the afternoon when Accurx usage is lower.

Jul 17, 2024 - 10:49 UTC
Update - Users today may still experience some toolbar slowness.

While we're still investigating the root cause of this issue, we're trying to mitigate any disruption and keep Accurx running as smoothly as possible during times of peak traffic.

You may want to consider sending non-urgent batch messages or questionnaires during the afternoon when Accurx usage is lower.

Jul 16, 2024 - 09:25 UTC
Update - We've made some initial changes to improve the success rate of messages, but some users will still experience some degraded performance.

We are continuing to investigate the root cause of this issue and we'll provide an update when we're confident that this has been addressed.

Jul 15, 2024 - 11:50 UTC
Update - We understand that users are experiencing slowness when using Accurx and seeing some message failures.

Our team are currently working to resolve this issue and we'll provide an update when this is complete.

Jul 15, 2024 - 11:06 UTC
Investigating - We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.
Jul 15, 2024 - 10:56 UTC
Accurx Web Operational
90 days ago
100.0 % uptime
Today
Accurx Desktop Services Operational
90 days ago
98.48 % uptime
Today
Accurx Patient Facing Services Operational
90 days ago
100.0 % uptime
Today
Accurx Help Center Operational
90 days ago
99.93 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.
Past Incidents
Jul 24, 2024

No incidents reported today.

Jul 23, 2024
Resolved - EMIS has confirmed that normal functionality should resume as of today and we've seen a return of normal toolbar connections. Based on this, we have moved this issue to Resolved.

The Accurx Team will be conducting a retrospective of the issue experienced on Friday to review and improve our response to significant outages in the future.

If you are experiencing any issues with your Accurx Toolbar, please contact our User Support team via live chat on our homepage or via email support@accurx.com.

Jul 23, 08:00 UTC
Update - We understand that the Accurx Inbox is a big part of your daily workflows, and we want to help you continue to provide care to your patients.

In response to today’s outage, our team has also built a new feature to give you visibility of upcoming appointments and the option to contact patients while the EMR is unavailable. This feature is in a trial so some functions may not work as smoothly as intended, however, we hope this gives you more visibility over your appointments that you otherwise wouldn’t have had during this ongoing outage. Read more about how this feature works in this help article.

https://support.accurx.com/en/articles/9630335-accurx-web-how-to-view-upcoming-clinics-and-appointments

You can access Accurx Web at web.accurx.com and log in with the same details you use for the Desktop toolbar.

Jul 19, 12:26 UTC
Update - During this outage we recommend that users suspend their Patient Triage services. To do this, you can follow this guide here: https://support.accurx.com/en/articles/5144170-patient-triage-how-to-use-temporary-suspend-for-patient-triage

To view any patient triage requests this morning, you can access them via the Accurx Web inbox at http://web.accurx.com/.

Within Accurx Web, you can respond to patient requests, but please bear in mind that these will not save to the record. Items may need to be saved to the record manually once EMIS is operational.

If you are unfamiliar with Accurx Web, please visit our help centre here to get started: https://support.accurx.com/en/collections/2794431-message-patient-and-more

Jul 19, 09:08 UTC
Monitoring - We understand that users are currently unable to access EMIS Web.
EMIS has been affected by a third-party issue and are working with the relevant parties to restore service as soon as possible.

During this time, your Accurx toolbar will be unable to connect to EMIS systems.Please consider following some of these steps during this time.

If you use patient triage:
You can suspend your patient triage services via this webpage web.accurx.com/practices.
You can follow more in-depth instructions here: https://support.accurx.com/en/articles/8282493-patient-triage-what-to-do-in-an-outage

If you need to message a patient urgently:
You can access Accurx Web here: https://web.accurx.com/login?next=%2Fpatients%2Fsearch.
Please enter the patient's NHS number and DOB to text the patient. You can find more in-depth instructions here: https://support.accurx.com/en/articles/6376781-accurx-web-how-to-send-an-sms-message-to-a-patient

For up to date information and progress on this issue, please check the EMIS Now Service: https://www.emisnow.com/csm

Jul 19, 08:20 UTC
Jul 22, 2024

No incidents reported.

Jul 21, 2024

No incidents reported.

Jul 20, 2024

No incidents reported.

Jul 19, 2024
Jul 18, 2024

Unresolved incident: Issue with Accurx Toolbar.

Jul 17, 2024
Jul 16, 2024
Jul 15, 2024
Jul 14, 2024

No incidents reported.

Jul 13, 2024

No incidents reported.

Jul 12, 2024

No incidents reported.

Jul 11, 2024

No incidents reported.

Jul 10, 2024
Resolved - We've had confirmation from EMIS that this morning’s issue has now been resolved.

Thank you for your patience and understanding.

If you continue to have any issues, please reach out to our Suppport Team via support@accurx.com

Jul 10, 09:55 UTC
Update - For the time being, please attach documents from your desktop rather than via EMIS.
Jul 10, 08:50 UTC
Update - We are aware that attaching documents from EMIS and some other workflows are currently not working.

We're experiencing a disconnect between the EMIS GPSoc connection, limiting these actions. We have raised an issue with EMIS and we will provide more information as and when we can.

We apologise for any disruption this is causing to your organisations this morning.

Jul 10, 08:36 UTC
Investigating - We've spotted that something has gone wrong. We're currently investigating the issue, and will provide an update soon.
Jul 10, 07:56 UTC