TELUS Integration Notifications

October 30, 2026 3:40 PM EST

TELUS Health is deploying a fix for appointment time zone issues affecting clinics in British Columbia, Alberta, Manitoba, and Northwest Ontario.

The fix is being deployed on the following dates:

• PS Suite: October 29 at 10:00 PM EST to October 30 at 6:00 AM EST
• Med Access: October 31

Correcting Existing Appointments

After the fix is deployed, clinics may need to take action to correct existing appointments taking place on or after November 1.

PS Suite

Review existing appointments taking place on or after November 1 and manually correct any inaccurate appointment times.

Med Access

No manual corrections are required. TELUS Health is correcting affected appointments. After the fix is deployed, Ocean's nightly Cloud Connect schedule sync will automatically ensure the corrected appointment times appear accurately in Ocean.

No Action Required for New Appointments Created After November 1

Patient Reminders and Online Booking should display the correct appointment times for new appointments created after November 1.

If you paused Patient Reminders or Online Booking while this issue was being resolved, follow the steps below to turn them back on.

Test Patient Reminders and Online Booking

We recommend sending a test reminder and scheduling a test appointment to confirm that appointment times appear correctly.

Test Patient Reminders

Follow the steps in "Testing Patient Reminders".

Test Online Booking

1. Use a test patient from your EMR to schedule an appointment through an active Booking Link.
2. After scheduling the appointment, confirm that the appointment time appears correctly in your EMR.

Please contact Ocean Support if you have any questions or concerns.

October 28, 2026 11:30 AM EST

What may be affected

• Appointment reminders: The reminder may show a time that is one hour off from the actual appointment time.
• Online bookings: The appointment may be entered into your EMR schedule one hour off from the time the patient selected.

TELUS Health is working on a fix and expects to release it by November 1. We will update this notice as more information becomes available.

What you can do now

• Pause online booking to prevent new appointments from being booked at incorrect times.
• Update your appointment reminder text to advise patients that times shown for appointments on or after November 1 may be inaccurate and that they should call the clinic to confirm. You can also pause appointment reminders.
• Review existing online bookings using the online booking export report. Look for patients who booked online for appointments on or after November 1, contact them to confirm the correct time, and update your schedule if needed. To learn more, review the article "Can I get a report of bookings made online?"

Our Support team can help you run the export report, update reminder wording, or pause online booking or reminders.

We’re sorry for any disruption to your clinic and patients. We are following up closely with TELUS Health.

February 6, 2026, 9:30 AM EST: We are tracking an issue that TELUS PS Suite has identified which impacts the Telus API. Functionality within Ocean that requires real-time access to the Telus API may be impacted, including but not limited to Online Booking. EMR updates to patients from Ocean forms may also be temporarily delayed, but will eventually be processed as normal when API access is restored for those affected sites.

February 6, 2026, 12:30 PM EST: We are seeing systems begin to recover and service has been restored for some users. We’ll continue to monitor closely.

February 6, 2026, 1:45 PM EST: TELUS PS Suite has rectified the issue, Sites can resume normal functionality of all Ocean products.

Please contact the OceanMD Support team if you have any additional questions or require additional assistance.

Clinics open on March 9th 2025 may be affected by a small glitch in the way Telus reports schedule availability to Ocean. In particular, it will affect our clients using Ocean's online booking to book appointments for March 9th 2025.

Daylight Savings Time in Canada begins on March 9th 2025 at 2:00 AM. The glitch affects how Ocean receives the schedule availability - namely the start and end times are reported incorrectly to Ocean (off by 1 hour later).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as available for booking. For example, if your clinic closes at 5pm on March 9th 2025, Ocean's online booking will show false availability from 5 to 6pm (after the clinic is truly closed). Patients will receive an error when they attempt to book into these falsely available slots as shown below. Likewise, the first hour of the schedule's availability won't appear bookable. For example, if your clinic opens at 8am on March 9th 2025, Ocean's online booking will show availability starting at 9am. Fortunately the correct booking time is otherwise preserved for appointments during the day, e.g. a 2pm appointment will still be booked on 2pm on this day.

To address the falsely available hour reported as available at the end of the day, you can prevent patients from booking in the incorrect time slot by booking something into the slot like this at the end of the day:

Unfortunately there isn't a simple workaround to make the first hour of the day available without making changes to the EMR schedule. Clinics will have to manually book into those morning slots.

9:36 AM EST: We are aware of an issue with TELUS PS Suite affecting Ocean Sites integrated with Cloud Connect this morning. This issue impacts Ocean's ability to properly connect and sync data to/from the EMR.

We are currently investigating the issue with TELUS and will continue to update this bulletin as more information becomes available.

11:35 AM EST: TELUS has traced the issue to a PS Suite update made during a scheduled maintenance over the weekend.

We have seen a decrease in error messages over the last ~1 hour. We will continue to monitor and update this bulletin.

12:57 PM EST: TELUS has confirmed that they have restored all EMR API functionality to normal operations.

We can confirm that Ocean's ability to properly connect and sync data to/from PS Suite EMR has also been restored.

This bulletin will now be marked as resolved.

If you have any additional questions, please contact the OceanMD Support Team and/or TELUS PS Suite Support.

November 5, 2024 1:17 PM EST: We are aware of an issue within the TELUS Med Access EMR which has caused Ocean's contextual launch options within the patient chart to disappear.

TELUS is currently investigating the issue, and we will update this announcement as further information becomes available.

November 8, 2024 5:08 PM EST: Telus is continuing to investigate the issue. There are no additional updates to report at this time.

November 14, 2024 4:17 PM EST: Telus is continuing to investigate the issue. A second temporary workaround technique has been identified and is available below.

November 22, 2024 12:48 PM EST: Telus is continuing to investigate the issue. There are no additional updates to report at this time.

December 10, 2024 9:52 AM EST: Telus has confirmed that the issue has been fixed. Ocean's contextual launch options within the patient chart will now appear as expected.

If you have any questions, please do not hesitate to contact the OceanMD Support team.

In the interim, Med Access users can use the following workarounds to perform patient-specific actions in Ocean:

Clinics open on November 3rd 2024 may be affected by a small glitch in the way Telus reports schedule availability to Ocean. In particular, it will affect our clients using Ocean's online booking to book appointments for November 3rd 2024.

Daylight Savings Time in Canada ends on Sunday November 3rd 2024 at 2:00 AM. The glitch affects how Ocean receives the schedule availability from the EMR - namely the start time is reported incorrectly to Ocean (off by 1 hour).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as if it is. For example, if your clinic is open at 10am on November 3rd 2024, Ocean's online booking will show 9am time slots available. Patients will receive an error when they attempt to book into these unavailable slots. Fortunately the correct booking time is otherwise preserved, e.g. a 2pm appointment will be booked on 2pm on this day.

You can prevent patients from booking in the incorrect time slot by booking something into the slot like this:​

Since the 1-hour affects both the start and the end time, unfortunately there isn't a simple workaround to open up the last available hour on that date. Clinics may have to manually book into those slots, or open them up for all Sundays and then manually block off the ones other than November 3rd 2024.

Prior to September 5th, when a Med Access Ocean Site sent or accepted an eReferral, the full referral record PDF and any file attachment(s) included in the referral would be automatically added as Active Tasks to the patient chart in Med Access.

Currently, when an eReferral is sent or accepted, an additional Completed Task containing the textual 'Referral Form Summary' portion of the referral is also being automatically added to the patient chart in Med Access. This Completed Task is being created in addition to the Active Task(s) containing the full referral record PDF and any file attachment(s).

We are aware of this issue and plan to restore the prior behaviour in the November 7th, 2024 release.

If you have any questions, please do not hesitate to contact the OceanMD Support team.

Clinics open on March 10th 2024 may be affected by a small glitch in the way Telus reports schedule availability to Ocean. In particular, it will affect our clients using Ocean's online booking to book appointments for March 10th 2024.

Daylight Savings Time in Canada begins on March 10th 2024 at 2:00 AM. The glitch affects how Ocean receives the schedule availability - namely the start and end times are reported incorrectly to Ocean (off by 1 hour later).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as available for booking. For example, if your clinic closes at 5pm on March 10th 2024, Ocean's online booking will show false availability from 5 to 6pm (after the clinic is truly closed). Patients will receive an error when they attempt to book into these falsely available slots as shown below. Likewise, the first hour of the schedule's availability won't appear bookable. For example, if your clinic opens at 8am on March 10th 2024, Ocean's online booking will show availability starting at 9am. Fortunately the correct booking time is otherwise preserved for appointments during the day, e.g. a 2pm appointment will still be booked on 2pm on this day.

To address the falsely available hour reported as available at the end of the day, you can prevent patients from booking in the incorrect time slot by booking something into the slot like this at the end of the day:

Unfortunately there isn't a simple workaround to make the first hour of the day available without making changes to the EMR schedule. Clinics will have to manually book into those morning slots.

Clinics open on November 5th 2023 may be affected by a small glitch in the way Telus reports schedule availability to Ocean. In particular, it will affect our clients using Ocean's online booking to book appointments for November 5th 2023.

Daylight Savings Time in Canada ends on Sunday November 5th at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start time is reported incorrectly to Ocean (off by 1 hour).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as if it is. For example, if your clinic is open at 10am on November 5th 2023, Ocean's online booking will show 9am time slots available. Patients will receive an error when they attempt to book into these unavailable slots. Fortunately the correct booking time is otherwise preserved, e.g. a 2pm appointment will be booked on 2pm on this day.

You can prevent patients from booking in the incorrect time slot by booking something into the slot like this:​

Since the 1-hour affects both the start and the end time, unfortunately there isn't a simple workaround to open up the last available hour on that date. Clinics may have to manually book into those slots, or open them up for all Sundays and then manually block off the ones other than November 5th 2023.

Clinics open on March 12th 2023 may be affected by a small glitch in the way Telus reports schedule availability to Ocean.  In particular, it will affect our clients using Ocean's online booking to book appointments for March 12th 2023.

Daylight savings time in Canada begins on March 12th at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start and end times are reported incorrectly to Ocean (off by 1 hour later).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as available for booking. For example, if your clinic closes at 5pm on March 12th 2023, Ocean's online booking will show false availability from 5 to 6pm (after the clinic is truly closed). Patients will receive an error when they attempt to book into these falsely available slots as shown below. Likewise, the first hour of the schedule's availability won't appear bookable. For example, if your clinic opens at 8am on March 12 2023, Ocean's online booking will show availability starting at 9am. Fortunately the correct booking time is otherwise preserved for appointments during the day, e.g. a 2pm appointment will still be booked on 2pm on this day.

To address the falsely available hour reported as available at the end of the day, you can prevent patients from booking in the incorrect time slot by booking something into the slot like this at the end of the day:​

Unfortunately there isn't a simple workaround to make the first hour of the day available without making changes to the EMR schedule. Clinics will have to manually book into those morning slots.

12:30 PM EST: We are aware of an issue with TELUS PS Suite that affected Ocean sites integrated with Cloud Connect this morning. This issue directly impacted Ocean's ability to properly connect and sync data to the EMR.

TELUS has resolved the issue on their end and normal Ocean functionality should resume automatically.

Any Ocean notes collected during this downtime are stored in a backlogged queue and will begin to resync to your EMR within the next few hours.

We will continue to monitor the health of the TELUS API to ensure Ocean is behaving normally.

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

October 20 2022 - Clinics open on November 6th 2022 may be affected by a small glitch in the way Telus reports schedule availability to Ocean. In particular, it will affect our clients using Ocean's online booking to book appointments for November 6th 2022.

Daylight Savings Time in Canada ends on Sunday November 6th at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start time is reported incorrectly to Ocean (off by 1 hour).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as if it is. For example, if your clinic is open at 10am on November 6th 2022, Ocean's online booking will show 9am time slots available. Patients will receive an error when they attempt to book into these unavailable slots. Fortunately the correct booking time is otherwise preserved, e.g. a 2pm appointment will be booked on 2pm on this day.

You can prevent patients from booking in the incorrect time slot by booking something into the slot like this:​

Since the 1-hour affects both the start and the end time, unfortunately there isn't a simple workaround to open up the last available hour on that date. Clinics may have to manually book into those slots, or open them up for all Sundays and then manually block off the ones other than November 6th 2022.

2:15pm EST: We are aware of an issue affecting both PS Suite and Med Access EMRs integrated with Cloud Connect and are investigating with TELUS.

The service interruptions are intermittent and may impact appointment check-in/cancellation, online booking, patient reminders and other functionalities within Ocean that require reliable API access to EMRs.

Note: EMR updates to patients from Ocean may be temporarily delayed, but will eventually be processed as normal when API access is restored.

2:25pm EST: TELUS has identified an issue on their side and are continuing to investigate.

4:35pm EST: TELUS has resolved the issue and stable API access has been restored. We will mark this interruption as resolved and continue to monitor the situation.

Please reach out at support@cognisantmd.com if you have any additional questions.

A recent system update has added further security measures to file attachments to ensure they are free of viruses or other malicious content.

To ensure Ocean can properly virus scan your attachments and items "green-barred" from the EMR, please confirm the EMR has the latest version, 2.07 (released on April 23, 2021), of the Ocean Attachment Exporter for PS Suite installed.

You can directly download the latest version of the Ocean Attachment Exporter here: https://s3.amazonaws.com/ocean.pss/Ocean+Attachment+Exporter.cfm 

For help installing the update in PS Suite, please refer to the steps outlined in this guide: https://support.cognisantmd.com/hc/en-us/articles/115003468791 

March 8 2022 - Clinics open on March 13th 2022 may be affected by a small glitch in the way Telus reports schedule availability to Ocean.  In particular, it will affect our clients using Ocean's online booking to book appointments for March 13th 2022.

Daylight savings time in Canada begins on March 13th at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start and end times are reported incorrectly to Ocean (off by 1 hour later).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as available for booking. For example, if your clinic closes at 5pm on March 13 2022, Ocean's online booking will show false availability from 5 to 6pm (after the clinic is truly closed). Patients will receive an error when they attempt to book into these falsely available slots. Likewise, the first hour of the schedule's availability won't appear bookable. For example, if your clinic opens at 8am on March 13 2022, Ocean's online booking will show availability starting at 9am. Fortunately the correct booking time is otherwise preserved for appointments during the day, e.g. a 2pm appointment will still be booked on 2pm on this day.

To address the falsely available hour reported as available at the end of the day, you can prevent patients from booking in the incorrect time slot by booking something into the slot like this at the end of the day:​

Unfortunately there isn't a simple workaround to make the first hour of the day available without making changes to the EMR schedule. Clinics will have to manually book into those morning slots.

3:00pm: We are investigating a high volume of errors being returned by the TELUS api from calls made by Cloud Connect on behalf of Ocean and will update this announcement as further information becomes available. TELUS is assisting us with our investigation.

Cloud Connect is intermittently failing to communicate with EMRs which is impacting Online Booking as well as schedule syncs that we're aware of. (Integrations with both MedAccess and PSSuite are affected.)

3:40pm: Update from TELUS: "API Dev believes that the issue is due to some latency issues on the EMR instances. Escalated to the PS Suite Tier 2 team to investigate. Hoping to hear from them soon."

March 2, 9:11am: TELUS has informed us they are continuing to investigate a known issue on their side. We're continuing to monitor the issue on our side and will keep this article up to date with new information as it becomes available.

March 3, 2:50pm: TELUS has identified several EMRs where performance had degraded and restarted related resources. The volume of errors from the TELUS api has come down but we are continuing to monitor the situation closely.

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

October 19 2021- Clinics open on November 7 2021 may be affected by a small glitch in the way Telus reports schedule availability to Ocean.  In particular, it will affect our clients using Ocean's online booking to book appointments for November 7 2021.

Daylight savings time in Canada ends on November 7 at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start time is reported incorrectly to Ocean (off by 1 hour).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as if it is. For example, if your clinic is open at 10am on November 7 2021, Ocean's online booking will show 9am time slots available. Patients will receive an error when they attempt to book into these unavailable slots. Fortunately the correct booking time is otherwise preserved, e.g. a 2pm appointment will be booked on 2pm on this day.

You can prevent patients from booking in the incorrect time slot by booking something into the slot like this:​

Since the 1-hour affects both the start and the end time, unfortunately there isn't a simple workaround to open up the last available hour on that date. Clinics may have to manually book into those slots, or open them up for all Sundays and then manually block off the ones other than November 7 2021.

6:30pm EST We are currently experiencing an issue affecting Ocean's ability to create or update new patients in PSS EMRs via the TELUS API. We are investigating and will update this announcement as further information becomes available.

2021-08-19 9:39am EST Telus has notified us that they are looking into the cause of the errors in the TELUS API Service that appear to have started after a recent release of PS Suite.

2021-08-30 8:49am EST Telus deployed a PSS patch release to a small number of clinics that included a fix for this issue. The remaining affected EMRs will be upgraded on September 2nd, or the 7th.

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

In our next release, Ocean will start taking advantage of an update in the TELUS API that allows notes to appear in the EMR as "Active", rather than "Completed". No action is required by sites. Ocean will automatically enter all notes as "Active" starting Wednesday, June 23rd 2021.

Ocean will assign the patient's primary provider as the owner of the note. For online booking users, the provider associated with the schedule the patient has booked into will be the owner of the online booking note. If Ocean can't identify a primary provider for the patient, the note will be entered as "Completed", and the assigned owner will be the Api, Agent.

TELUS has notified us of an issue on their side affecting connectivity between the TELUS API and ASP hosted EMRs starting at 11:28am this morning lasting until 11:53am.

During this time, Cloud Connect was unable to communicate with PS Suite so Ocean functionality requiring access to EMRs will have been impacted. Note: Ocean automatically retries updates so these actions will have gone through when TELUS API health was restored.

We'll continue monitoring TELUS API health to ensure Ocean is behaving normally.

The TELUS API is failing most or all calls this morning for PS Suite since shortly after 6:15 am. Their servers are returning 500 errors, which indicates a general problem or error within the TELUS system.

The problem appears to be isolated to PS Suite; Med Access clinics do not appear to be affected at this time.

Until resolved, Ocean will not be able to communicate with PS Suite, so appointment syncs, check-ins, note additions, demographic updates, etc. will fail, although note that Ocean will automatically retry updates to ensure that patient notes and demographic updates get applied once the TELUS API is back up and running.

We have escalated to TELUS and will post more information as it becomes available.

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9:00 am EST: As a workaround, we have confirmed that inserting the Ocean custom form in PS Suite (by clicking on the toolbar icon) for a particular patient will successfully download the note into the chart. Please use this workaround in cases that the note is required for a clinical assessment.

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9:20 am EST: TELUS has acknowledged the issue and is investigating. Note that we have revised the start time based on more investigation of Cloud Connect logs indicating that the earliest errors were closer to 6:15am.

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10:30 am EST: Our monitoring system indicates that the rate of errors is dropping and the API appears to be starting to recover. We will wait for TELUS to indicate that the underlying issue is resolved before resolving this bulletin.

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10:50 am EST: TELUS has confirmed that the issue has been resolved. We requested a root cause analysis and will share what we can. We will mark this issue resolved.

TELUS Notification:

Please be advised of the following scheduled EMR API maintenance  taking place Sunday November 1^st, 2020.  The EMR service will be unavailable during this time.

Date: Nov 1^st, 2020 12am to 2pm EST 

Impact: Service will be unavailable

Ocean Impact:

We don't expect that the TELUS API will be unavailable throughout the maintenance window above, but the following services will be delayed/unavailable during the period(s) that it is down:

• Patient reminders scheduled during this time period will be sent once the TELUS maintenance completes 
• Online Booking will be unavailable (i.e. setting up schedules and booking appointments)
• EMR synchronization will be unavailable
• Some Kiosk functionality will be unavailable
• Patient authenticated website forms will be unavailable (for patients to submit a form)
• Health Report Manager (HRM) messages will be unavailable 
• Referral import will be unavailable

Use of some of these features will result in error messages to both patients and Ocean users as they attempt to communicate with the TELUS API. Normal functionality will return once the maintenance window completes.

October 26 2020- Clinics open on Sunday, November 1st 2020 may be affected by a small glitch in the way Telus reports schedule availability to Ocean.  In particular, it will affect our clients using Ocean's online booking to book appointments for November 1st 2020.

Daylight savings time in Canada ends on November 1st at 2:00 AM. The glitch affects how Ocean receives the schedule availability- namely the start time is reported incorrectly to Ocean (off by 1 hour).

An hour of schedulable clinic time that isn't actually available for booking will be shown to patients as if it is. For example, if your clinic is open at 10am on November 1st 2020, Ocean's online booking will show 9am time slots available. Patients will receive an error when they attempt to book into these unavailable slots. Fortunately the correct booking time is otherwise preserved, e.g. a 2pm appointment will be booked on 2pm on this day.

You can prevent patients from booking in the incorrect time slot by booking something into the slot like this:​

Since the 1-hour affects both the start and the end time, unfortunately there isn't a simple workaround to open up the last available hour on that date. Clinics may have to manually book into those slots, or open them up for all Sundays and then manually block off the ones other than November 1st.

We have escalated this issue to TELUS for further investigation and we will update this article as we learn more. 

8:19am Our monitoring systems detected a service interruption in the TELUS API affecting a number of TELUS EMRs (both MedAccess and PSS) that started Saturday evening around 8:00pm.

This means that Ocean cannot connect to TELUS EMRs via API integrations at this time. API calls like patient check-ins, note uploads, schedule syncs, etc are affected and currently failing. We are escalating this issue through our support channels with Telus and continue to investigate its impact to Ocean.

We will post updates here as we receive new information from TELUS.

Note: During this outage, email relating to Ocean CloudConnect's Failure to sync appointments can safely be ignored.

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11:20am Telus has notified us they discovered an issue in their API management layer that was blocking Ocean requests from completing successfully. They are working to mitigate the issue.

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11:45am Telus has provided us an update to say that API integrations are operating normally again. We'll continue to actively monitor the health of our integrations throughout the day.

Please let us know if you experience any further issues with Ocean.

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2020-10-07: We received root Root Cause Analysis from TELUS. The issue was related to a deadlock in a TELUS replication database resulting from network latency between two data centres on Friday Sept 19th in the evening. The database eventually failed over the weekend, resulting in an API outage that affected Ocean connectivity for all clients.

The remediation action was restarting the database. Long term resolution is a software fix from an independent software supplier responsible for the replication database software.

As for the extended downtime, a further error was found in the monitoring configuration that resulted in the failure not being detected and resolved until Monday when reported by CognisantMD. TELUS reports that the monitoring configuration has been fixed.

Last night the CognisantMD team released a workaround for this issue, which appears to restore the primary provider restriction behaviour for clinics. As a result of this workaround, clinics may find that their online booking is working again.

TELUS continues to investigate the original cause of the problem that led to the primary provider not being returned in some circumstances from the TELUS API. However, the result of this investigation is unlikely to impact clients, now that the functionality has been restored.

We have been alerted by some clients using PS Suite that patients have been unable to book online as of about 4PM yesterday, July 29, 2020.

It appears that, when Ocean requests a patient's information for online booking, the TELUS API is no longer reporting the patient's primary provider to Ocean, making it appear that the patient does not have a primary provider at the clinic.

Online booking schedules are usually restricted to show only for patients with certain primary providers, so these schedules are not currently available to the patient as a result.

A temporary workaround that sites may consider involves removing the schedule's restriction for primary providers.

It is unclear whether this issue affects all PS Suite sites and Med Access sites as well.
We have escalated this issue to TELUS as an urgent support concern.

Our monitoring detected a service interruption in the TELUS API affecting a number of TELUS EMRs  that started this afternoon around 1:00pm. TELUS confirmed this outage at 2:45pm.

This means that Ocean cannot connect to TELUS EMRs via the API, so patient check-ins and note uploads are failing. Telus is aware of the issue and is currently investigating.

We will post updates as we receive them from TELUS.

Note: During this outage, email relating to Ocean CloudConnect's Failure to sync appointments can safely be ignored.

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2020-03-07 12:49am: Notice received from TELUS HEALTH that the issue impacting the TELUS API is resolved.

Our monitoring detected a service interruption in the TELUS API affecting a number of TELUS EMRs  that started early this morning around 1:51am. We are currently investigating.

This means that Ocean cannot connect to TELUS EMRs via the API, so patient check-ins and note uploads are failing. We have reported the issue to TELUS.

For affected clinics, while the API is offline you may continue to use the Ocean Custom Form as a workaround to upload and download patient information manually; Med Access clinics will see failed appointments syncs, and will need to manually mark patients as arrived and copy/paste notes into charts.

We will post updates as we receive them from TELUS.

...

9:33 AM ET: The API appears to be behaving normally again. Our team will continue to monitor throughout the day and we will provide an update on the root cause or any other information we receive from TELUS as it becomes available.

Our monitoring detected a service interruption in the TELUS API affecting a small number of TELUS EMRs  that started last night around 10:53pm. We are currently investigating.

This means that Ocean cannot connect to TELUS EMRs via the API, so patient check-ins and note uploads are failing. We have reported the issue to TELUS.

For affected clinics, while the API is offline you may continue to use the Ocean Custom Form as a workaround to upload and download patient information manually; Med Access clinics will see failed appointments syncs, and will need to manually mark patients as arrived and copy/paste notes into charts.

We will post updates as we receive them from TELUS.

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9:25 AM ET: TELUS found the issue and fixed it at around 8:55. The API is behaving normally again. The root cause appears to be a bug in TELUS API deployment last night that affected EMR Mobile authenticated clients both for the API and the TELUS mobile app. Most Ocean TELUS clients were not affected because they've been migrated to the AML authentication framework. We will update this ticket with any info we receive from TELUS.

According to our monitoring, the TELUS API stopped responding to appointment sync requests at approximately 3 AM ET last night, with all requests for appointment syncs resulting in general system errors from TELUS. This means that Ocean cannot synchronize appointments with TELUS EMRs via the API. However, patients already in the schedule for today may be marked arrived, notes added etc. as normal. Ocean will not "see" appointment changes but will work from the last known version of the appointment book for a clinic.

PS Suite clients may continue to use the Ocean Custom Form as a workaround to upload patient and appointment information manually; Med Access clinics will not be able to check-in new or revised appointments. Other functionality within the Ocean suite may be affected as well.

TELUS has identified the problem and is working to resolve. More updates will be posted as they become available.

2019-10-01 10:20 AM ET: Although we have not yet heard confirmation from TELUS, the errors stopped at around 10 am ET and so we will mark this as resolved. All appointment delta since the last sync at 3 AM should arrive in Ocean within the next 30 minutes. As usual, we will attach any root-cause-analysis that we receive from TELUS to this ticket.