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.

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

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 ~1:30PM-2:15pm - 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 - 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 causing problems 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 - Some builds are reporting EHR outages - 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.

Oct 21, 2021 11:54AM - Amex outage - Resolved

Issue: the American Express credit card processing network is experiencing an outage that is affecting clients trying to charge Amex cards through our integrated merchant services processors. See status.bluefin.com for the most up-to-date updates on this issue.

Aug 12, 2021 8:26-11:06AM - EPCS routing problems - Resolved

Issue: problems with routing controlled substances. Our eRx two-factor verification partner encountered server issues with routing controlled substances but they have confirm sends are now processing successfully.

July 21, 2021 9:26-10:40AM - SMS sending issues - Resolved

Issue: outbound SMS messages failing to send. Failure was addressed by the carrier.

June 1, 2021 7:12-10:36AM - Zoom phone issues - Resolved

Zoom identified the issue causing latency with Zoom Phone service when accessing the web portal and SMS messaging. They will continue to provide updates https://status.zoom.us/ but currently seems to be mostly resolved.

May 10, 2021 7:15-8:10AM Pacific - Latency Issues - Resolved

Issue: latency/ slowness. Reports of latency this morning appear to be resolved after a small-scale DOS attack on our firewall this morning. Our host migrated our primary firewall and implemented some geographic blocking rules which appeared to resolve the issue.

April 13, 2021 5:30AM - 2:48PM - Latency - Resolved

Issue: Latency/ slowness affecting ~20% of users. Our host successfully repaired the root cause of the latency that around 20% of our users were experiencing today. A physical interface issue on one of the data-center's network switches was causing an unacceptable level of packet loss on outbound traffic for nodes that were connected through the faulty switch. This interface has been removed from the network and replaced and traffic speeds immediately returned to normal. We're waiting on a full post mortem from our host's network team, but in the interim load times should be dramatically faster.

March 25, 2021 9:21-9:54AM - Latency - Resolved

Issue: low-level latency/ slowness affecting the majority of clients. Most users would not have noticed this, but some services were moving slower than usual. Our host rolled out an update to address firewall issues that resolved the problem.

March 22, 2021 - performance issues related to Active Campaign integration - Resolved

Customers who have Active Campaign integrated into their Cerbo accounts were reporting performance issues. We disabled the integrations until Active Campaign's performance recovered. Then re-enabled the syncs.

Jan 20, 2021 8:00-8:12AM - Inbound fax errors - Resolved

Our Fax carrier's API was returning errors, but it appears that they've resolved the issue. If you saw red error messages on some fax-related screens (inbound fax queue, sending a new fax, and loading the Sent document tab), those messages should disappear when you refresh the screen.

Nov 4th, 2019 - Performance issues affecting less than 10% of builds - Resolved

High CPU load on one node. Performance issues resolved, migration scheduled for after hours 10/4/2019 for permanent resolution.

Dec 16, 2020, 9:05-11:00AM - Latency - Resolved

Some builds were experiencing intermittent slow performance. The issue was caused by significantly higher than normal traffic on our central servers, which caused a slowdown at the firewall. We will be upgrading the firewall after hours tonight to avoid a recurrence of the issue. Slowdown issues appear to have resolved as of about 11am Pacific, but we will continue to monitor this issue throughout the day. In the meantime, anyone who runs into slowness should find that the issue resolves itself within a few minutes.

July 28, 2020, 10:10-11:35AM - Outbound email issues - Resolved

Primary delivery service (Sendgrid) was experiencing API issues that were causing outbound emails to be rejected a small percentage of the time. We temporarily rolled over to an alternate mail service. And rolled back to the primary when the issue was resolved.

Jun 12, 2020 7:44-8:00AM - Brief EHR outages for ~15% of builds - Resolved

A server node rebooted unexpectedly, causing outages of between 2 and 15 minutes. This is the same node that experienced an outage last week, and the root cause is still unclear. So we are migrating all builds off of the problematic node.

Jun 4, 2020 2:13-2:35PM PST - Brief EHR outages for ~15% of builds - Resolved

Handful of outages in one server node. Cause was not able to be determined at the time. Actions taken to prevent recurrence: several builds were migrated off of this node to free up additional space/ resources, and additional monitoring was implemented.

Apr 21, 2020 8:30AM-10AM - Major internet carrier issues (not Cerbo-related) - Resolved

One of the major cross-country data lines is experiencing an outage, which is causing speed and connection issues for many connecting from western states - Colorado in particular (that is where the outage is located), but also clients whose internet connection routes through Colorado.Our hosting company dropped their Level 3 routes to force connection into the Cogent network and this appears to have resolved the issue by around 10AM PST.

Apr 4, 2020 11:40-12:08PM - EHR outage affecting ~10% of builds - Resolved

The same node shut down again, impacting ~10% of our clinics. Engineers determined that it was a faulty DIMM chip on the affected node and did an emergency hardware swap to replace the system RAM. All services should be restored and engineers are monitoring the host.

Feb 3, 2020 4:09-4:41PM - EHR outage affecting ~10% of builds - Resolved

Cloud server node went down, causing outage for some customers.

Jan 6, 2020 - Payment processing issues - Resolved

Bluefin servers are down resulting in failed credit card payment processing for some customers.