Platform Notices

11:05 AM EST: We are aware of an issue impacting the ability for patients to confirm appointments via Patient Reminders. Upon clicking the hyperlink within the reminder email body, patients are presented with an error message and are unable to confirm their appointment. If the patient has any outstanding secure messages or Ocean Forms, they will be unable to access them via the hyperlink provided in the reminder email.

Please note that this issue only affects Patient Reminders which had the Appointment Confirmation functionality enabled. Reminder emails which do not ask the patient to confirm their appointment are unaffected. Appointment Confirmation via text message (SMS) is also unaffected.

We have identified the root cause of the issue, and have scheduled a fix to be released tonight (September 27 2024). Once the fix has been released, patients will be able to confirm their appointments and complete any assigned forms via the original reminder email. We will update this bulletin once the fix has been released.

We will be upgrading server components for the Ocean Portal beginning at 10:00pm EST. We expect this work will take no more than 60 minutes during which time Ocean may be intermittently offline.

We'll update this article when maintenance is complete and Ocean is ready for use.

A change was made to the Patient Messaging workflow during the September 5 2024 release, in which the 'Secure Message' component of the template is no longer automatically expanded. This change has caused confusion for some users, particularly when initiating a new Patient Message with file attachments from the EMR.

We have scheduled a change to be released tonight (September 6 2024) to revert to the previous product behaviour. We will update this bulletin when the change has been released.

Details

Interim Steps to Take

We will be upgrading server components for the Ocean Portal beginning at 10:00pm EST. We expect this work will take no more than 60 minutes during which time Ocean may be intermittently offline.

We'll update this article when maintenance is complete and Ocean is ready for use.

We will be upgrading server components for the Ocean Portal beginning at 10:00pm EST. We expect this work will take no more than 60 minutes during which time Ocean may be intermittently offline.

We'll update this article when maintenance is complete and Ocean is ready for use.

8:50 AM ET: We are aware of an issue with a QHR maintenance period recovery processing backlog that is slowing down the processing of EMR actions in Ocean Cloud Connect. Some EMR updates will be delayed as a result, but all updates are expected to be completed within 3-4 hours. In addition, patients may have experienced some errors using Online Booking this morning.

9:15 AM ET: The processing backlog has been cleared.  

This bulletin has been marked as resolved. Should you require assistance or further information, please do not hesitate to contact our support team.

2:15 PM EST: We are aware of an issue that is delaying automatic Patient Reminders for Ocean Sites with a legacy Ocean Unlimited licence. We have identified the root cause of the issue, and a fix will be released tonight (May 24th, 2024). We will update this bulletin once the issue is resolved.

4:35 PM EST: All reminders scheduled for today (Friday, May 24) between midnight and 3:00 PM have now been sent, and any outstanding scheduled reminders should not experience delays.

This bulletin has been marked as resolved. Should you require assistance or further information, please do not hesitate to contact our support team.

We will be upgrading server components for the Ocean Portal beginning at 10:00pm EST. We expect this work will take no more than 60 minutes during which time Ocean may be intermittently offline.

We'll update this article when maintenance is complete and Ocean is ready for use.

We would like to notify users of a known issue affecting multi-page, image-based attachments. In some instances, these attachments may appear incomplete when downloaded within the Ocean Referral Record or directly into an integrated EMR system. Please note that the complete attachments are always accessible and retrievable within the Ocean Portal, by viewing the specific eReferral.

We acknowledge that these types of attachments are uncommon; thus, the impact on referrals is minimal. We recommend checking the Ocean Portal for any critical attachments until this is resolved.

Our development team is actively addressing this problem. We anticipate releasing a fix in our upcoming Sprint, scheduled for Thursday, April 11th. Following this update, all Referral Records downloaded will include the complete attachments. Should you require assistance or further information, please do not hesitate to contact our support team.

We apologize for any inconvenience this may cause and appreciate your patience as we work to improve your experience with the Ocean Platform.

April 12, 2024: The Ocean Server upgrade released on April 11th, 2024 at 9:30 PM EST contained a fix for this issue. This bulletin has been marked as resolved. Should you require assistance or further information, please do not hesitate to contact our support team.

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.

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.

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.

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.

[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. 

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

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

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.