Accuro/Ocean Integration Issue [RESOLVED]

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.


Accuro API Issue Impacting All Accuro Ocean Clients [RESOLVED]

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.


Accuro API Issue Impacting All Accuro Ocean Clients [RESOLVED]

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.


Accuro API Issue Impacting Cloud Connect and OceanConnect Users [RESOLVED]

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.


Issue impacting Cloud Connect Accuro Users [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.

---

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.

---

We have patched Cloud Connect to fix this issue.  This issue is now resolved.


Accuro API Issue impacting OceanConnect Users [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.

---

Updated July 3, 2018 1:20pm

We have been informed by QHR that the API issue has been resolved.  This issue is now closed.


Important Note for Accuro Clinics Using the New Ocean API

Important note for Accuro clinics using the new Ocean API with the username "OceanAPI":

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.

Next Steps:

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.