We know that your EHR is mission-critical, which is why we and our service partners work hard to make sure Cerbo is running smoothly. When unavoidable performance issues or outages occur, we’ll keep this page updated in real time with status updates and resolution information.

All times below are in Pacific Time.

Oct. 18, 2022 9:03-10:38am Pacific - Slow connectivity Reported - Resolved

High CPU load on our primary firewall caused some builds to be intermittently slower than normal. The source of this CPU load was identified and all services appear to be running at normal speeds again

Oct. 13, 2022 9:06-9:47am Pacific - Reported latency - Resolved

Hint Health experienced issues this morning that caused clinics linked to Hint to see increased latency when loading certain pages. Hint is working on this issue and will be posting updates here: https://status.hint.com/

Sept 29, 2022 Potential impact from Hurricane Ian - no incident to report

Thankfully, there is no incident to report, but we continue to monitor Hurricane Ian's progress through Florida, where our primary servers are located. About a third of the area as a whole is without power, but the server data centers are powered, with backup generators on standby. Networks are up and running and data is flowing normally.

Sept 21, 2022 12:10-12:35pm Pacific - ~10% of builds reported connectivity issues - Resolved

A server node locked up at 12:10pm Pacific time, causing the builds that are hosted on that node to become inaccessible. We worked with the server company to get the builds back online. Services began coming back online at 12:30pm.

August 12, 2022 10:30am - Bluefin/Pax Chrome Issues - Resolved

Bluefin had confirmed that the most recent version of Chrome is causing issues with the SaasConex system causing Pax A80 devices to routinely fail to report the result of a transaction back to Cerbo. This can result in a payment going through but not registering in Cerbo. Bluefin is working on the issue but in the meantime we should recommend that users switch to Firefox pending a confirmed resolution if they use the A80 devices for check out.

July 19, 2022 10-10:40am Pacific - Connectivity and slowness issues - Resolved

Widespread slowness issues were reported, and even instances of users being unable to log in/ access their EHR, starting around 10am Pacific time. This was caused by the ePrescribing relay server locking up, but part of the service still reporting as live. This caused a massive number of connections to be held open on out networks, putting the Firewall under heavy load and causing slowness across most of our network. Some clinics experienced lagging, while others were unable to connect at all for several minutes. We have resolved the issue, and will continue to work with our server company to better understand the issue and prevent it in the future.

June 22, 2022 ~1:14pm - Interfax outage - Resolved

Interfax is reporting an outage. We have pushed a fix for the Sent tab in the meantime.

May 2, 2022 ~1:30-2:15pm Pacific - Error Sending Emails - Resolved

Some clients are experiencing errors sending emails (which may also affect adding appts with the email notice enabled). This may have to do with a fix put in place to remedy the Chrome security certificate bug. We are actively investigating.

May 2, 2022 ~11:12am-1:25pm Pacific - Chrome Error Generating Certificate - "Your connection is not secure" - Resolved

A recent update to the Chrome browser is causing an issue with the certificate generation. The connection IS secure via HTTPS - this is just an issue with Chrome not recognizing the valid security certificate. Pending a solution, please try using a different browser (Firefox or, for Mac users, Safari).

Mar 1, 2022 ~9:40am-12:00pm - Twilio issues: Creating or joining telemedicine calls - Resolved

Twilio (the network behind Cerbo's integrated telemed functionality and appointment reminder SMS messages) is experiencing failures with creating or joining video call rooms. More information here: https://status.twilio.com/incidents/rcbm2q15rlkl. As of 12pm Pacific time, this appears to be resolved for new calls. Trying to join a call that you had previously tried to join during the outage may still not work.

Jan 13, 2022 ~11:20AM - SureScripts e-prescribing network - Resolved

SureScripts has resolved e-prescribing network connectivity issues.

Jan 5, 2022 ~11:00am Pacific - EHR outages reported - Resolved

One of the nodes hit a critical disk space usage warning and shut down. The cloud team is looking into it now and are hoping to have it back up soon. We will provide update here as we receive them.

To view prior status updates click here to view the Status Archive.