This section contains critical updates for Ocean Site administrators on the Accuro integration.
We are aware of an issue with the Accuro API that impacted the ability for integrations (including Ocean) to upload Documents into Accuro. QHR identified the issue and a fix has been implemented.
Ocean will automatically retry any failed Document uploads into Accuro.
For additional information, please refer to the QHR Incident Report bulletin.
May 3, 2023 5:25pm EST: QHR has identified a misconfiguration in their Web Application Firewall (WAF) that was identifying API calls from Ocean as attacks and blocking access to us. They have put a temporary mitigation in place and are working on a permanent fix. This was an error in attack detection and there was no security risk at any point.
May 3, 2023 10:15am EST: We are continuing to see regular intermittent authentication failures with the Accuro API. Ocean features requiring Accuro EMR access may be delayed as a result. We are communicating with QHR support to help them determine the cause. After further investigation, the issue is impacting all time zones.
11:00am EST: We are currently experiencing an issue affecting Ocean and Accuro Cloud Connect integrated EMRs that appears to be concentrated in the Atlantic time zone. API calls to Accuro are intermittently failing and are returning a 403 "Access Denied" error. Cloud Connect appointment syncs from the EMR appear to be particularly impacted. We have engaged QHR support to diagnose the issue and will update this announcement as further information becomes available.
Please email us at support@oceanmd.com if you have any additional questions.
3:30 PM EST: We have identified and are investigating an issue affecting a small number of Accuro integrated clinics and Cloud Connect. The Accuro API started returning error responses for requests made by Cloud Connect just before 6:00 AM EST, after their authorization server de-authorized the impacted sites.
Note: Functionality within Ocean that requires reliable access to the Accuro API is impacted. EMR updates to patients from Ocean may be temporarily delayed, but will eventually be processed as normal when API access is restored for those affected sites.
Please email us at support@oceanmd.com if you have any additional questions, or require additional assistance in re-authenticating Ocean Cloud Connect.
9:43 AM EST: We have identified an issue affecting our Accuro CloudConnect integration service. We are investigating and will update this announcement as further information becomes available.
9:57 AM EST: At 3:26am the Accuro API started returning error responses to us for API requests made by CloudConnect.
10:30 AM EST: QHR has identified an issue with their authorization servers and are actively investigating. Functionalities within Ocean that require reliable access to the Accuro API are currently impacted for some Ocean sites. EMR updates to patients from Ocean may be temporarily delayed, but will eventually be processed as normal when API access is restored.
4:17 PM EST: QHR has rectified the issue, however affected Ocean sites will need to Re-Authenticate Ocean Cloud Connect to resume normal functionality of all Ocean products and synchronization of data between Ocean and Accuro.
Please email us at support@cognisantmd.com if you have any additional questions, or require additional assistance in re-authenticating Ocean Cloud Connect.
We're currently experiencing an issue affecting our CloudConnect Accuro integration service. We are investigating and will update this announcement as further information becomes available.
At 6:38pm EST Cloud Connect began receiving timeout errors from the Accuro API. Accuro is aware of the issue and is working to resolve the outage on their side. Our team is following up with QHR to determine when we can expect API service to resume.
At 10:27pm EST the API issue Cloud Connect has been experiencing appears to be resolved. (QHR's status page was updated to say all functionality is full restored as of 11:00pm after internal testing.)
We'll continue to keep an eye on API health today.
Please email us at support@cognisantmd.com if you have any additional questions.
8:00am: We are investigating an issue impacting Ocean schedule syncs and patient reminders for Accuro clinics this morning.
8:30am: We have identified a bug introduced last night's release and are working on a fix that we expect to patch in shortly. Once applied, we expect all reminders will be sent as normal (Ocean will not miss sending any reminders) and new appointments with patients will be uploaded to Ocean.
8:55am: We deployed the fix and it appears to have eliminated the error. We will be monitoring the 9am reminder run to confirm resolution.
9:30am: The fix appears to have worked and we will be marking this issue resolved. Root cause analysis will be added shortly.
Root Cause Analysis: The root cause was an issue in which a new call introduced in last night’s Ocean release to cache providers for performance reasons was unexpectedly receiving 404 errors from the API. This error was due to differences in the providers dataset in our Accuro API test instance (used for pre-release testing) and the production Accuro API server. The resolution was to handle this specific exception condition in normal processing via a code change deployed to our Cloud Connect server.
Please email us at support@cognisantmd.com if you have any additional questions.
We are aware of multiple issues in Ocean relating to appointment times appearing off by one or more hours from their actual time. We have traced these issues back to discrepancies between the time zone of the web browser used to access Ocean and the time zone of the Ocean site. Recent changes to the configured time zone in Accuro Citrix environments may have contributed to the issue.
The initial issue discovered resulted in patient messages being sent with an incorrect appointment time. This has been corrected, but similar issues have been discovered in the Ocean Patient Day Sheet view, and referral appointment booking times.
If you encounter this issue when using Ocean, first compare the time zone of the browser to your Ocean site time zone, which Ocean site administrators can view in the site admin section of the Ocean portal. The browser time zone can be determined by looking at your computer time zone or, in the case of hosted environments such as Citrix, in the Citrix desktop time zone. Ensure that the time zones match. If the Citrix time zone doesn't match your site time zone, please contact your Citrix environment provider to correct the issue. Desktop time zones can be adjusted using tools provided by your operating system (typically Microsoft Windows or Apple macOS) or you can contact your I/T support.
8AM EST: Our monitoring system has detected a large number of Cloud Connect de-authorizations for Accuro clinics this morning. The de-authorizations occurred around the same time as a new Accuro API release was deployed last night.
Cloud Connect will need to be authorized again in order to re-enable access for Ocean to Accuro EMRs. See this support article for more information and what to do next.
If you have any issues re-authenticating with your QHR-provided credentials, please contact QHR support for assistance: https://accuroemr.com/resources/client-support/
Note: We'll keep this article up to date as we learn more about this incident.
9AM: Further impact analysis: Ocean Appointment Reminders may be delayed as a result of the disconnection overnight, but will be sent automatically once the reconnection to Accuro is established for your clinic.
Between 12 - 4 AM on November 29, 2020, our system has been receiving timeout errors from the Accuro API service, which prevented Ocean from communicating with Accuro EMR instances. Our team has reported the issue to QHR for review.
These timeouts have impacted the connection with Ocean for many Accuro sites. Please check your clinic's Cloud Connect integration to ensure you have not lost connectivity. You can find the connection status in the bottom left of this view:
If you have lost connectivity, you can follow these steps to re-establish the connection.
Re-authenticating Cloud Connect before 11:00 PM on November 29th will enable your reminders to be sent automatically (at a few hours delay.)
If you are unable to re-authenticate Cloud Connect until November 30 or later, previously scheduled reminders for past days will not have been sent. If that situation, the clinic should follow up with patients directly.
As of 8:10 AM EST today, we have been receiving timeout errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information here as it becomes available. Please follow this article to be kept up to date with progress, or email support@cognisantmd.com.
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10:03 AM EST QHR has updated their status page with details about a major outage in one of their datacenters.
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10:30 AM EST We are starting to see the number of timeout errors from the Accuro API come down to normal levels.
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11:07 AM EST The API issue we have been experiencing is resolved. We'll continue to monitor Accuro API health closely today. Please contact support@cognisantmd.com if you experience any further issues.
3pm ET: We are currently investigating slower than normal response times from the Accuro API that are impacting Ocean EMR syncs. The problem appears to have started Friday September 25th. We have escalated to QHR and are working with their engineering team to diagnose the issue.
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2020-09-29: As of 5PM yesterday, the issue appears to be resolved but we’re continuing to monitor response times and are awaiting confirmation from QHR. Please let us know if you are experiencing any trouble syncing with your EMR.
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2020-10-01 10:47am: QHR has confirmed a network configuration issue affecting a firewall their side was found and is the cause of our Accuro API connectivity trouble beginning September 24th and lasting until September 28th.
As of 12:00pm EST today, we have been receiving errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information here as it becomes available. Please follow this article to be kept up to date with progress, or email support@cognisantmd.com.
2:15pm: QHR has resolved the API issue we were seeing. Please let us know if you experience any further issues with our Accuro integration.
As of 7:00am EST today, we have been receiving errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information here as it becomes available. Please follow this article to be kept up to date with our progress, or email support@cognisantmd.com.
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Update 2020-06-17 11:20 EST: We believe we have isolated the issue. The root cause appears to be that last night's Ocean release included a new capability of retrieving Accuro band information (specifically allergies, meds and problems). This requires an additional programmatic call when the patient is retrieved from the Accuro system as done for both sending an eReferral and sending messages/forms to patients at home. Although our test and staging systems were preconfigured to grant access to allow Ocean to make this call, most (or all) production Accuro instances are not yet configured in this way. We are working with QHR to update production permissions for Ocean as needed. After those permissions are configured properly, Cloud Connect will need to be re-authorized according to the normal procedure (https://support.cognisantmd.com/hc/en-us/articles/115003464671). In the meantime, in order to revert to previous behaviour, we are preparing a patch that will skip over this additional data call and hope to have it ready before EOD today.
Update 2020-06-17 12:20 EST: The patch to back out the additional data retrieval has been applied to our production Cloud Connect server, which will return functionality to previous state (i.e. messages can be sent again). Ocean will automatically detect when Accuro permissions have been updated (after re-authentication of Cloud Connect) and will pull the band data accordingly.
As of 3:50am EST today, we have been receiving errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information here as it becomes available. Please follow this article to be kept up to date with our progress, or email support@cognisantmd.com.
2020-04-12 11:00am: QHR has resolved a problem on their side. Please let us know if you experience any issues with our Accuro integration.
An issue has been identified within the Accuro EMR that is preventing users from being able to use the the automatic attachment functionality when sending eReferrals. QHR is aware of the issue and is working to fix it. A resolution is expected by the end of April 2020.
Temporary Workaround
Until the issue is resolved, Accuro users should be directed to save attachments to their hard drive or desktop and attach the file to the eReferral from there. This workaround presents some challenges from a privacy perspective as desktops and hard drives are often not encrypted. To ensure that PHI is not retained on the respective devices, users should be directed to delete the attachment immediately after completing the eReferral.
2020-04-30 05:00pm: QHR committed the fix for this on Monday to all ASP clients.
Please email us at support@cognisantmd.com if you have additional questions.
We are investigating an issue with the Ocean/Accuro integration this morning (July 2). Clinics will likely encounter issues with patients being marked "arrived" after kiosk usage, note uploads, patient retrieval and appointment reminders.
We are investigating with the Accuro team at QHR. Please follow this article for more information as it becomes available, or email support@cognisantmd.com.
11:50 AM: The issue has been resolved. We will continue to monitor.
As of 9:40am EST today (May 31), we have been receiving errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information as it becomes available to this article. Please follow this article for more information as it becomes available, or email support@cognisantmd.com.
2019-05-31 11:40am: The API is responding again and sites are sync'ing properly. We will work with QHR to determine the root cause and will post any conclusions and future mitigations here. Please let us know if you continue to experience any issues with the Accuro integration in the meantime.
As of 2am EST, we have been receiving errors from the Accuro API that prevent Ocean from communicating with Accuro. We have reported the issue to QHR and will post more information as it becomes available to this article. Please follow this article for more information as it becomes available, or email support@cognisantmd.com.
2019-05-01 10am: The API is responding again and sites are sync'ing properly. We will work with QHR to determine the root cause and will post any conclusions and future mitigations here. Please let us know if you continue to experience any issues with the Accuro integration in the meantime.
We have been receiving notifications that Cloud Connect and OceanConnect modules have been deauthorized from the Accuro API. Requests to the Accuro API to refresh API access tokens are failing as the tokens expire. This causes connected Cloud Connect and OceanConnect modules to stop synchronization of Ocean and Accuro. It appears that this is related to scheduled maintenance on the Accuro API server that took place overnight. We are working with QHR to determine the cause.
You may have received an email with the subject "Ocean Cloud Connect Deauthorized". After receiving this email you must log into https://cloudconnect.cognisantmd.com and re-authorize Cloud Connect. This process should take no longer than 5 minutes to complete. For a step-by-step guide on how to reauthorize your Cloud Connect configuration, please refer to this guide: Re-Authenticating Ocean Cloud Connect.
We apologize for any inconvenience this may cause, and we are working closely with the team at Accuro to ensure that maintenance activities do not disrupt Ocean connections in the future.
Update 2019-01-16: QHR has identified what they believe to be the issue and will be deploying a fix in the Accuro API release tonight.
Update 2019-01-17: This issue has been resolved in the Accuro API patch by QHR. We will continue to monitor for de-authorizations in the coming weeks to ensure the issue has been completely resolved.
We are aware of an issue with Accuro sites on the Cloud Connect platform. Some sites received an email with the subject "Ocean Cloud Connect Server Deauthorized" and must now log into Cloud Connect to reauthorize their connection to the Accuro API Server. It appears that the authentication tokens used to communicate with the Accuro API are expiring unexpectedly. We are working with QHR support to determine the cause of the issue.
Instructions for reauthorizing your Cloud Connect server can be found here.
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Update Sept 14: We have found the cause of the deauthorization issue and will be issuing a patch to the Cloud Connect platform today to correct it. Unfortunately, some clients may be deauthorized when we issue the patch, but we hope to minimize the impact by issuing it as quickly as possible. We apologize for the inconvenience.
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We have patched Cloud Connect to fix this issue. This issue is now resolved.
We have been notified by QHR that there is an issue with the Accuro API affecting Ocean clients using OceanConnect. Impacted sites seem to be unable to authenticate with the API, preventing note upload and mark arrived. We will update this article as we receive more information from QHR.
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Updated July 3, 2018 1:20pm
We have been informed by QHR that the API issue has been resolved. This issue is now closed.
QHR has identified an issue with the Ocean API that results from multiple clinics using the same username for the API, causing the authorization to be revoked for clinics in what appears to be a random manner. In the past, usernames for different clinics have been routinely set to "OceanAPI".
QHR is working on a fix, but in the meantime, QHR support can change your username from OceanAPI to a name unique to your clinic.
If your API username is "OceanAPI" and you are on the new API, contact QHR customer support and ask them to change your API username.