System Maintenance Planned for November 9th, 2021 at 9:30pm EST

We will be upgrading server components for the Ocean Portal beginning at 9:30pm EST. We expect this work will take no more than 30 minutes during which time Ocean may be intermittently offline.

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


Email Delivery to Cogeco Mailboxes Interrupted Sept 22nd, 2021 [RESOLVED]

2021-09-22 5:30pm ET: We are investigating an email delivery issue affecting some messages sent to @cogeco.ca and @cogeco.net addresses that began on Monday, September 20th. Delivery of secure messages and reminder emails to patients with Cogeco email addresses is impacted. We are contacting Cogeco Email Administrators to request that the block be lifted.

2021-09-24 The block has been lifted.

Please contact support@cognisantmd.com if you have any questions. We will update this article as new information comes available.


Patients Unable to Upload Attachments to Ocean [RESOLVED]

September 17th, 2021

8:45am EST: We've identified a bug that is preventing patients from uploading attachments to Ocean this morning after a new release of the Ocean Platform was deployed last night. We are investigating.

9:45am EST: The cause of this issue has been found and the fix will be deployed at 9:30pm EST.

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


System Maintenance Planned Sept 3rd, 2021 Starting at 9:30pm EST [COMPLETED]

We will be upgrading server components for the Ocean Portal beginning at 9:30pm EST. We expect this work will take no more than 120 minutes during which time Ocean may be intermittently offline.

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

 

--

11:15pm: All maintenance completed successfully.



System Maintenance Planned July 30th at 9:30PM EST [COMPLETED]

We will be upgrading server components for the Ocean Portal beginning at 9:30pm EST. We expect this work will take no more than 30 minutes during which time Ocean may be intermittently offline.

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



Changes to Ocean IP Addresses

CognisantMD is making infrastructure changes to increase the security, reliability, and performance of the Ocean platform. As a result the IP addresses used by Ocean and Cloud Connect will be changing.

This will not impact regular use of Ocean and/or Cloud Connect. However, if your site restricts outbound internet traffic via an allowlist, then you must make the changes below by June 30, 2021 to avoid any disruption to your use of the Ocean platform. This change is safe to make today.

Outbound Allowlist to be in place as of June 30, 2021:

  • 35.182.46.13
  • 15.222.173.33
  • 52.233.47.110
  • 13.71.164.223
  • 103.21.244.0/22
  • 103.22.200.0/22
  • 103.31.4.0/22
  • 104.16.0.0/13
  • 104.24.0.0/14
  • 108.162.192.0/18
  • 131.0.72.0/22
  • 141.101.64.0/18
  • 162.158.0.0/15
  • 172.64.0.0/13
  • 173.245.48.0/20
  • 188.114.96.0/20
  • 190.93.240.0/20
  • 197.234.240.0/22
  • 198.41.128.0/17

If you have any questions, please contact support@cognisantmd.com

 

2021-06-29: We will be temporarily postponing the planned changes to Ocean IP addresses, and will provide an updated system notification including a new target date shortly.

 

2021-07-30: We will be applying this change next Friday August 6th, 2021.


Ocean Service Interruption May 17, 2021 [RESOLVED]

1:54pm We are currently experiencing an issue affecting Ocean. We are investigating and will update this announcement as further information becomes available.

1:59pm The issue has been resolved and we are currently investigating the root cause. Note: Ocean will have experienced delays processing requests to EMRs via Cloud Connect. All pending updates will be synced to EMRs over the rest of the afternoon.

8:27pm Two issues impacted Ocean today. The first was a brief network interruption in our hosting facilities which caused the Ocean database to become unavailable for 2 minutes and 21 seconds at 1:11pm ET. No data was lost, but Ocean was unavailable during this period. The second was due to a failure between an EMR and the corresponding API server due to a very large volume of requests. The delay in processing the requests due to the failure caused a backup in Cloud Connect processing between 12:30pm and 1:55pm ET. During this period, Ocean features dependent on Cloud Connect EMR integration were delayed. 

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



Ocean Processing Delays April 23, 2021 [Resolved]

At approximately 6am ET this morning, Ocean began experiencing irregular delays in processing requests to Cloud Connect. These delays impacted prompt processing of Ocean Reminders, patient note downloads to the EMR and patient appointment updates. No requests were lost. 

After investigation, it was determined that a defect in error handling in our SMS service was impacting Cloud Connect message processing. The SMS message that was triggering the bad error handling was removed and system processing returned to normal at 1:57pm ET.

We will be patching Ocean tonight to prevent recurrence of the issue and to insulate Cloud Connect processing from SMS.




Ocean Service Interruption March 23, 2021 [Resolved]

We are investigating an Ocean server service interruption from 08:59 - 09:05 AM EST this morning (approximately six minutes). The system is back up and responding normally. We will be investigating to understand the root cause of the issue and will post conclusions in this article.

--

1:55pm: The outage was caused by an out-of-memory condition related to an inefficient server function that was invoked repeatedly as part of an unusual user activity pattern. A remedial patch will be released tonight to guard against future occurrences.


Email Delivery to Bell / Sympatico Being Blocked - March 11, 2021 [RESOLVED]

On March 10th at approximately 1 pm, the  Bell.net and Sympatico.ca mail servers began blocking outbound email from the Ocean platform. Although we have not heard a formal explanation from them, it appears to be related to a spike in use of Ocean patient messaging for cohort emails which triggered a spam blocking rule.

As a result of the block, emails sent to @bell.net and @sympatico.ca addresses are not being delivered. We have paused email sends to these domains for the time being and will slowly increase sending to avoid triggering the spam blocking rule further.   

Please note that all emails to these domains sent since March 10, 1 pm may not yet have been received by their intended recipients. 

We will continue to update this ticket with information as it becomes available.

7:15pm: We have observed a small number of successful email deliveries to Bell / Sympatico and are slowly increasing the volume of email we sending to these email providers. We're starting to work through the backlog of email we've held back in the last 24 hours and will keep you up to date on our progress  

March 12: As of this morning, all backlogged emails have been processed properly and normal functionality has resumed.



Support Ticket System Maintenance Planned Saturday January 16th, 2020 at 11AM EST

 

We want to make you aware that this Saturday (01/16) at 11AM there will be scheduled downtime in our support ticket system for approximately 3 hours while we migrate to a new ticketing system.

 

We are performing this migration during the weekend to ensure a smooth transition with minimal disruption. You will still be able to submit new support inquiries, but we kindly ask to refrain from replying to any open support tickets you may have during this time until we’re live again. All operations and activities around the Ocean platform will remain unaffected.

 

We appreciate your patience and understanding. As always, if you have questions or issues, please submit them at support@cognisantmd.com.

 

We'll update this article when migration is complete.


System Maintenance Planned Friday January 15, 2021 at 9:30pm EST [Completed]

-- updated with correct date (tonight)

We will be upgrading server components for the Ocean Portal beginning at 9:30pm EST tonight. 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.


Disabling TLSv1, and TLSv1.1 Security Protocols in the Ocean Server [Completed]

In order to maintain a high level of security and privacy for clinics and patients using the Ocean platform, we have upgraded the security protocols required by all clients (browsers and tablets) to connect to the Ocean server. Specifically, TLSv1 and TLSv1.1 protocols have known vulnerabilities, so they have been disabled as is considered best practice in the industry.

All modern web browsers support TLS 1.2, and most secure internet resources (including EMR systems) also require TLS 1.2 and thus it is unlikely that you will encounter issues on workstations or home computers.

However, clinics using tablets may experience a problem connecting to Ocean if they are running Android versions prior to 5.0 (which was released more than six years ago). Although Android 4.4 supports TLS 1.2, some manufacturer-specific versions of Android (including Samsung) may be missing this support.

If your tablet is unable to connect to Ocean after Dec 30, 2020, apply any outstanding updates or patches on your tablet. Given the vulnerabilities in TLS 1.0 and 1.1, most manufacturers have upgrade paths available. Please contact the tablet manufacturer if you have any issues.

If you have any questions or require assistance, please contact us by visiting ocean.tips/support.

 


Ocean PSS Custom Form Connection Error Dec 23, 2020 [Resolved]

As of this morning, the TELUS PSS Custom Form started to throw errors whenever a user attempts to upload patients to ocean.cognisantmd.com with an error like this:

mceclip0.png

This will be seen when the user initiates any actions from the PSS Toolbar, including sending secure messages ("email" button) and initiating an eReferral ("refer" button).

We are investigating now and will update this ticket with more information as it becomes known.

----

8:50am: The issue has been resolved and Ocean functionality is back to normal. At this point, it appears to be related to a web server tier configuration change made last night that unexpectedly affected the SSL certificate handling by Java application applications (but not web browsers, hence not noticed immediately). The change has been reverted.


Telus Integration Service Interruption Impacting PSS and MedAccess Sites, Nov 30, 2020 (Resolved)

At approximately 6:30pm Nov 30, 2020 ET, Ocean began receiving error responses from the Telus API for a number of API calls. The API failures prevented Cloud Connect synchronization as well as Ocean features that rely on Telus API integration including Patient Reminders and Online Booking. After informing Telus support, the incident was resolved at approximately 10:10pm ET.

Users may have experienced errors in Online Booking links and Patient Authenticated Website Forms during this interruption. In addition, Patient Reminders may have been delayed but should have completed successfully when service was restored.


Email Delivery to cogeco.ca is being blocked - Nov 4, 2020 [RESOLVED]

On Nov 4, 2020 at approximately 12pm the Cogeco.ca mail server began blocking outbound email from the Ocean platform. Although we have not heard a formal explanation from Cogeco, it may be related to a spike in use of Ocean patient messaging which triggered a spam blocking rule.

As a result of the block, emails sent to @cogeco.ca addresses are not being delivered. We have opened a ticket with Cogeco support asking for the block to be lifted ASAP, but have paused email sends to that domain for the time being to avoid additional email loss. 

We will continue to update this ticket with information as it becomes available.

--

Nov 5, 2020 11:00am: Email deliverability to @cogeco.ca addresses from Ocean appears to no longer be blocked and we have resumed sending email to Cogeco.ca recipients.


System Maintenance Planned Friday October 2nd, 2020 at 9:30pm EST (Complete)

We will be applying necessary software updates to the Ocean Portal beginning at 9:30pm EST tomorrow. 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.

 

-------

Oct 2, 2020 10:05 PM: Maintenance completed successfully.

 


Ocean System Maintenance Planned for Sunday, August 2nd, 2020 at 5:00pm EST (Completed)

On Sunday, August 2 at 5:00pm EST, we will be performing system maintenance on the Ocean Portal that will require downtime. We expect this to take a maximum of 60 minutes, during which time the Portal may be intermittently unavailable.

We will update this article once maintenance is complete and Ocean is available again for use.

----

7:25 PM - Maintenance complete. Ocean was unavailable for approximately 25 minutes between 5:05 and 5:25 PM ET.


Email Delivery to Hotmail and Related Domains Blocked March 24, 2020 [RESOLVED]

On March 24, 2020 just after 5pm the Microsoft Hotmail public mail servers (including hotmail, outlook.com, msn.com, live.com and live.ca) started blocking outbound email from the Ocean platform. Although we have not heard a formal explanation from Microsoft, it may be related to a spike in use of Ocean to notify patients of COVID-related updates, which triggered a spam filtering rule.

As a result, emails sent to addresses within these domains are not being delivered. We have opened a ticket with Hotmail support asking for this block to be lifted. It has been marked high priority and is being review by Microsoft management. We made it clear to Microsoft that this block interferes with the delivery of critical information for patients in the COVID-19 crisis.

We will continue to update this ticket with information as it becomes available.

---

2020-03-27 8:54am: The Microsoft Hotmail Delivery Support Team has reviewed our case and determined that they should not be blocking our email. They've notified us the blocking policy that was put in place has been removed, and that the removal process could take 24 - 48hrs to take effect for all affected inboxes.

We'll be monitoring the deliverability of email from Ocean to Hotmail inboxes closely and will update this article as we see the block start to clear up.

After the block is cleared, any patient emails that were not delivered because of the action taken by Hotmail on March 24th will need to be resent.

 ---

2020-03-27 5:57pm: Delivery to Hotmail inboxes has returned to normal.

Note: Emails sent between 5pm March 24th, and 8:30pm March 26th will need to be sent again.


Cloud Connect Server Migration Planned for Saturday, Jan 18, 2020 at 10:30pm ET (COMPLETED)

On Saturday, Jan 18 at 10:30pm ET, we will be migrating our production Cloud Connect infrastructure to a new environment. We expect this to take a maximum of 30 minutes, during which time EMR integrations with Ocean via Cloud Connect will be unavailable.

DNS changes may cause browsers to temporarily return error messages. These should be resolved by refreshing your browser after a short wait.

-----

Jan 18 11:30pm: Migration complete and tested. All systems running normally.


Ontario MoH HCV Service Outage (Resolved)

The MoH Health Card Validation service has been intermittently unavailable today, starting at around 10am ET, and is now unresponsive. Kiosks that are configured to check the HCV status of health cards may time-out during the check (20s) and report an error to the patient.

For clients using Ocean Kiosks with Ontario HCV, as a short-term measure, you may wish to disable the HCV checking in your tablet settings. To do so, log into your Ocean account, go to the Tablets tab, click on the relevant tablet group "edit" button, and choose "disable" under the HCV tab.

We will continue to monitor the status and update this ticket when the Ministry service is back online.

---- 

5:25pm ET - The HCV service appears to be back online. We will continue to monitor.

---- 

8:50am ET - The HCV service continues to be intermittently unavailable to fully unresponsive this morning. We will continue to monitor the status and update this ticket when the Ministry service is back online.

----

11:45am ET - The HCV service appears to be back online. We'll continue to monitor throughout the day.


Ocean/Accuro Integration Alert [RESOLVED]

We are investigating an issue with the Ocean/Accuro integration this morning. If you are running Accuro with Ocean, please see this article for more information:

https://support.cognisantmd.com/hc/en-us/articles/360030136051

Note that we will be transitioning EMR specific bulletins to dedicated categories in our support site. To this end, please take a moment to subscribe ("follow") this category for Accuro notifications:

https://support.cognisantmd.com/hc/en-us/sections/360004876851


Delay Adding Ocean Online Notes to EMR Chart (Cloud Connect/Ocean Connect Sites Only) [RESOLVED]

A bug introduced in last night's Ocean release broke the immediate download of notes generated by the Ocean Online module. The notes are saved in Ocean successfully, but the request to the EMR to add the note is deferred, and will only occur after a subsequent event (such as the patient confirming the Ocean Online message, for example). 

The bug has been identified and we intend to patch the issue at 9PM tonight. At that time, we will also apply a script to trigger the download of such notes that have not  yet been downloaded.

In the meantime, PS Suite users can download the notes by inserting the Ocean custom form and clicking "download". Users of other EMRs can achieve the same workaround through the Ocean Web Portal Patient's tab via the "Reset Downloaded Status for Notes" option for a patient under the "advanced" menu.

Update 2019-01-17 12:00PM: Ocean was patched last night to fix the underlying issue, and all delayed Ocean Online notes should be in the respective charts.


OceanConnect Tablet App End-of-Support Notice

CognisantMD will formally end support for the OceanConnect Tablet app on December 31st 2018, so please ensure you have migrated to Cloud Connect by then to ensure no disruption to your Ocean/EMR integration.

We are thrilled with the uptake of the new Cloud Connect integration platform for QHR Accuro, TELUS PS Suite and TELUS Med Access since it was made generally available in the summer of this year.  This new cloud-based platform replaces the tablet-based OceanConnect app and provides a faster, more reliable integration for your EMR.

We've now successfully migrated over 125 clinics and will be transitioning any remaining OceanConnect users over the coming weeks. Migrating is quick and easy, and our support team is here to assist with any questions or issues.

If you haven't heard of Cloud Connect, read the introduction announcement here: https://support.cognisantmd.com/hc/en-us/articles/360007319892

To migrate to the new Cloud Connect platform, go here and follow the simple steps: https://support.cognisantmd.com/hc/en-us/articles/360006687612

As always, please contact us if you have any questions or concerns.

For Accuro Users:

Please note that Cloud Connect does not support Accuro API v1, more formally known as the "appointment API". Accuro clients running against this older version of the Accuro API (the version without demographic updates and rich text notes) will need to contact Accuro customer support to enable v2 of the API for their Accuro instance. This can take up to two weeks, so we recommend starting this process as soon as possible.