Ocean Service Interruption Patient Messages February 9, 2024 [RESOLVED]

8:45 AM EST: We have been made aware that some users are currently unable to send Patient Messages in Ocean. This coincides with a change made in the platform to eliminate the need for Primary Delegates and allow all Clinic Support Team members to send messages at no additional cost (for sites with a Patient Messaging licence enabled).

Our team is actively working on understanding this issue and we will be updating this thread as we know more. Please email us at support@oceanmd.com if you have any additional questions.

10:00 AM EST The Ocean team is working on a interim fix that will restore messaging access for affected users. We are targeting availability for this fix by 11:00 AM EST today.

11:02 AM EST: The Ocean team has identified a fix that will restore messaging access for affected users. The new target availability for this fix is 12:00 PM EST today.

12:34 PM EST: A fix has been applied to restore messaging access to affected users. A further update will be run tonight after business hours to ensure ongoing availability. This issue has been resolved.

2:05 PM EST: As part of the immediate fix, a single Patient Messaging User Licence has been temporarily enabled for certain Ocean Users. Ocean Sites will not be billed for this temporary enablement, and the licence will be fully disabled as part the further update deployed after business hours tonight.

If you have any additional questions, please contact the OceanMD Support team.


Issue Impacting Ocean Portal - January 17, 2024

Jan 17 5:15pm - We are aware of an issue encountered when opening the Ocean Portal page. An error dialog appears with the message "ReferenceError: OceanRouter is not defined". We are investigating the issue, but it may be related to a bug with the McAfee WebAdvisor browser plugin. McAfee has released an updated version of the plugin, so if you encounter this issue, please ensure that this plugin has been updated to the latest version. Please contact Ocean Support if this doesn't correct the issue.

 


Limited Issue Impacting Sending eReferrals - December 15, 2023 [RESOLVED]

1:34 PM EST: We are aware of an issue that is restricting users from sending eReferrals for certain patients. We have identified the root cause of the issue and a fix will be released tonight (December 15th, 2023). We will update this bulletin once the issue is resolved.

 

10:52 PM EST: The fix has been deployed and the problem is now resolved.


Ocean Healthmap Service Degredation November 22, 2023

3:25pm EST: Ocean's Healthmap was intermittently unavailable between 3:22pm and 3:25pm during which time a small number of requests for Healthmap directory listings may have timed out. We are investigating and will update this announcement as further information becomes available.

Please email us at support@oceanmd.com if you have any additional questions.

 


Ocean Service Degradation August 16, 2023 [RESOLVED]

[2:50pm August 17, 2023 EST] We are aware of an issue that affected Ocean yesterday, August 16th between 1:26pm and 1:31pm EST. Some users of the Ocean portal may have seen intermittent errors throughout this 5 minute period. We are investigating and will update this announcement as more information becomes available.

[9:00am August 18th, 2023 EST] We are continuing to investigate this issue.

[10:00pm August 18th, 2023 EST] We identified a bug in one of Ocean's built-in reports and deployed a fix tonight. We're continuing to monitor Ocean closely.

Please email us at support@oceanmd.com if you have any additional questions. 


Ocean Sevice Interruption - August 3rd, 2023 [Resolved]

[9:08 AM] We are currently experiencing an issue affecting Cloud Connect. We are investigating and will update this announcement as further information becomes available. 

[10:15 AM] Telus has confirmed that there is an widespread issue with the TELUS API, which is impacting services including Ocean. The resulting load on the Ocean system due to the error retries is causing intermittent issues across Ocean, so even non-TELUS clients may experience occasional errors. We will continue to update this article on our mitigation efforts.

[10:43 AM] We are no longer seeing the error from TELUS, and the backlog of error retries in queue is slowly reducing. Ocean retained actions taken by users during the issue and will process them as the issue resolves, and activities that required real-time responses from the EMR (Online Booking, Kiosk check-ins, etc.) will begin to work again. The recovery may take a number of hours due to the number of errors across the Ocean system but all notes should eventually find their way into the respective charts.

[3:45 PM] TELUS has resolved the issue and Ocean has completed processing all of the delayed actions.  Activities that require real-time responses from the EMR (Online Booking, Kiosk check-ins, etc.) should all be functioning as normal and all notes should now have been imported into the respective charts.   

If you are still experiencing any issues, please submit a service request ticket at ocean.tips/support

 

 

Issue Impacting Ocean Patient Reminders SMS Message Delivery June 22, 2023 [RESOLVED]

11:30pm ET: Twilio has posted the following update/clarification to the issue. The issue is now resolved.

We are no longer experiencing SMS delivery issues to Rogers/Fido networks in Canada. This incident has been resolved.
Posted 14 hours ago. Jun 23, 2023 - 20:30 PDT

2:30pm ET: Twilio has posted the following update/clarification to the issue:

We are continuing to investigate SMS delivery issue when sending messages towards Rogers\Fido networks in Canada, which is causing long messages to be shown in multiple segments versus appearing as a single message on the handset. Our engineers are working with our carrier partner to resolve the issue. We will provide another update in 16 hours or as soon as more information becomes available.
Posted 2 hours ago. Jun 23, 2023 - 10:08 PDT

12:15am ET: Twilio has posted an update on their status page and are still investigating the issue.

11:30pm ET: We are aware of an issue impacting Patient Reminders SMS delivery for certain Canadian wireless providers. Twilio, our SMS Messaging service provider, has posted the following notice on their status page (https://status.twilio.com):

We are experiencing SMS delivery issue when sending messages towards multiple networks in Canada. Our engineers are working with our carrier partner to resolve the issue. We will provide another update in 1 hour or as soon as more information becomes available.
Posted: Jun 22, 20:06 PST

Until this is corrected, some patients may receive two separate reminders SMS messages, with the message broken at an arbitrary point. This may result in broken appointment confirmation links. We are aware that this is impacting delivery of SMS messages to many wireless providers on the Rogers Communications network, but it may be impacting others as well. We will continue to monitor the issue.