TELUS Integration Notifications

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.

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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.

According to our monitoring, the TELUS API stopped responding at approximately 3:15 ET this afternoon, with all connection requests timing out. 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.

While the API is offline, PS Suite clients 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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4 ET: The API has started to respond again as of 3:55, and we see the backlog of EMR Actions (requests from Ocean to TELUS API) clearing now. New requests from Ocean (e.g. check-ins, etc.) are succeeding, and the backlog should be clear within an hour. We will pass on any root cause analysis that we receive from TELUS.

TELUS is reporting an unexpected service interruption in the TELUS API affecting all TELUS EMRs since around 6:50 AM EST this morning. This means that Ocean cannot connect to TELUS EMRs via the API. TELUS is investigating and we will pass along any updates we receive from them.

While the API is offline, PS Suite clients 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.

More information to come.

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Update 9:50 AM EST: TELUS has marked the issue resolved. We see successful API responses starting around 9:45. We will attach any root cause analysis that we receive from TELUS.

We are working with TELUS to investigate an issue that appears to occasionally cause an Ocean note to overwrite another Ocean note in the PS Suite patient chart when multiple forms are completed in the same Ocean session (e.g. a patient using a tablet to complete multiple forms). The issue can cause one of the new notes to disappear from the chart. It remains visible in the PS Suite "note change history" for the patient although it appears crossed out as if it had been replaced by a subsequent note. 

The issue has been reported by three independent clinics running PS Suite versions 5.13.406 and 5.13.407 in the past two days so we are treating it as a high severity issue even though it's not fully understood nor has it been reproduced in internal TELUS or CognisantMD test instances. The issue appears to be limited to notes added via the TELUS API (e.g. via Cloud Connect) as opposed to the legacy Ocean custom form. We do not expect any impact on eReferral functionality.

To work around the issue, log into Cloud Connect, click "Edit Settings" and enable "Combine Progress Notes". That will cause a single merged note to be added even if multiple forms were completed in the same session.

We are awaiting analysis from TELUS that will inform next steps. In the meantime, if you have encountered this issue, please apply the workaround described above, and let us know at support@cognisantmd.com.

2019-06-10 5PM EST: According to the latest info from TELUS, the issue is associated with the receipt of multiple notes within a single second for a single patient. Ocean notes are often added in rapid succession upon patient session completion when "combine progress notes" is disabled, often within the one-second threshold and therefore a subset of the notes may not render in the UI due to this bug, which has not yet been traced to a specific PSS version. The workaround "combine progress notes" documented above would only protect new Ocean notes from being affected, but it would not help with previous notes -- a fix from TELUS will be required to make such notes visible again. In order to mitigate the issue based on this information from TELUS, we are planning to patch the behaviour of Ocean Cloud Connect tonight (June 10) so that all new Ocean notes in a single patient session are combined for a given patient in PSS. In other words, we will deploy the workaround for all PSS clients. We will update this ticket when such action is taken.

2019-06-11 4PM EST: The "combine note" workaround patch was deployed yesterday evening and no issues have been reported so far today with the updated behaviour, which would have affected approximately two-thirds of our PSS client base. We plan to revert to previous behaviour (i.e. to respect the setting in the Cloud Connect configuration) once TELUS' fix is in place.

2019-12-9:

TELUS reports that the root cause is triggered by multiple progress notes on a chart with identical transaction ID's inserted via the API; these notes failed to appear on version 5.13.404 or higher.
It has a preliminary fix in 5.14.303 and later, which ensures that the notes display even when the transaction ID is duplicated. Existing progress notes are fixed via a repair which was released in 5.15.400.

A number of Ocean sites have reported an issue in which very recent versions of PS Suite crash on some charts with a "java.lang.StackOverflowError" layout error.

Our theory is that dynamic text in a toolbar triggers a new bug in the PSS layout engine. When the Ocean Toolbar includes a display of pending forms for a patient, which gets longer as forms are added to the patient’s form queue, this can potentially cause this layout error to occur.

The issue is not specific to the Ocean Toolbar (and you may encounter it with other dynamic toolbars) but the Ocean Toolbar seems to trigger it in some instances. TELUS is aware of the issue and we have provided diagnostic information to facilitate a fix in an upcoming version of PS Suite.

In the interim, we have created a special version of the Ocean Toolbar that omits the "pending forms" field to attempt to workaround the bug.

If you are experiencing this issue, please email support@cognisantmd.com if you haven't already so that we can track affected sites, and then try upgrading your Toolbar.cfm to v5.22 or newer.

Our monitoring system has been receiving error reports this morning indicating that note uploads from OceanConnect are failing in the Telus API.  OceanConnect versions prior to 58 are affected.  After investigation, it appears that a recent change to the Telus API has broken older OceanConnect versions.

To correct the issue, tablets running OceanConnect versions prior to 58 can be updated to the latest version of OceanConnect through Google Play or by direct download. Alternatively, clients can upgrade to Ocean Cloud Connect and disable OceanConnect.  See Upgrading OceanConnect on Tablets for information on how to update to the latest version.  Or see Setting Up Ocean Cloud Connect for information on how to move to Cloud Connect. 

We are working with Telus support to determine the root cause and will update this ticket as new information comes available.

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Dec 13, 2018: Telus has released a patch to their API server which has rectified the issue.

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Jan 10, 2019, 4pm: We have seen a recurrence of this issue today. After discussion with Telus support, it appears that it has reappeared "because the API Services 2.37.01 deployed Jan 9th did not to have the emergency change that removed this error in the previous services release."  Telus is planning a patch release to rectify the issue.

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Jan 11, 2019, 2pm: Telus patched the API servers last night at approximately 7:30pm ET.  The problem is resolved.

We have been receiving error reports this morning from our monitoring system indicating that patient demographic field updates from Ocean forms are failing in the Telus API due to an internal system error from the TELUS API.

It's not year clear whether the issue is related to a new PSS version or a change to the API service itself. Note uploads are unaffected, but will include text indicating the demographics changes that were attempted but failed.

As an interim workaround, these values can be manually updated by copying and pasting into the appropriate fields. We're working with Telus support to determine the cause and will update this ticket as new information comes available.

Update 2018-12-19: We have confirmed with TELUS that the issue has been fixed in PSS version 5.12.407. If you are experiencing this issue, please request this patch from TELUS.