Incident History
Nov 3, 2026
Resolved — Services recovered.
Monitoring — Services recovering, monitoring
Investigating — Decreased response times for task dashboard
Oct 30, 2026
Delays Opening Exam Forms and Tasks Resolved
Resolved — The root cause was identified and resolved. Exam forms and tasks should be loading and saving normally.
Monitoring — Services have been restored. Exam and Task creation, editing, and viewing is now available. Teams will continue to monitor.
Investigating — We have reports of delays opening exam forms and tasks. The Covetrus team is working on resolving the issue.
Oct 29, 2026
Delays Opening Exam Forms and Tasks Resolved
Resolved — The root cause was identified and resolved. Exam forms and tasks should be loading and saving normally.
Monitoring — Services restored. Exam and task creation, editing and viewing is available now. Teams continue to monitor.
Identified — We have reports of delays opening exam forms and tasks. The Covetrus team is working on resolving the issue.
Oct 28, 2026
Covetrus Cloud Printing Disruption Resolved
Resolved — Covetrus Cloud Printing service restored.
Monitoring — Services recovering
Investigating — Printing service disruption for Covetrus Cloud Printing
Oct 26, 2026
Resolved — All functionality has been restored
Monitoring — This issue has been identified and mitigated. Systems are recovering and we will continue to monitor.
Investigating — Customers experiencing issues with calendar and whiteboard.
Oct 22, 2026
Disruption of Fillable Forms Return Resolved
Resolved — Fillable forms returning as expected.
Investigating — Disruption of Fillable Forms Return
Oct 19, 2026
Covetrus Ordering Errors Resolved
Resolved — We found the root cause of the issue blocking the ability to interact with orders from within the Covetrus Ordering Page. We made changes to allow orders to load which will allow receipt of submitted orders as expected.
Identified — We are investigating an issue affecting orders placed through the Covetrus Ordering Page. Opening or interacting with individual orders may return an error, and orders sent through the Covetrus Integration may not be received in Pulse as expected. Our team is actively working to restore normal service, and we will share another update as soon as we have more information.
Resolved — Services fully restored.
Monitoring — Services are recovering, continued monitoring.
Investigating — Service Disruption Impacting Several Services; impacts to exam forms, tasks, communications and possibly others.
Oct 16, 2026
Resolved — AI service restored.
Monitoring — Microsoft has mitigated this issue with OpenAI and functionality is returning to normal.
Identified — Microsoft acknowledged the issue and is investigating.
Investigating — AI summary generation (pre-visit summaries, daily briefing, AI notes, transcription summaries) is intermittently failing or slow due to a Microsoft Azure OpenAI service issue
Oct 15, 2026
Resolved — Printix service restoration. Label printing with Covetrus Cloud Printing resolved.
Identified — Printix is aware of the issue causing this disruption and is currently working to resolve it.
Investigating — Printing Disruption for Printix Users
Oct 12, 2026
Resolved — Service restored
Monitoring — Services are recovering, monitoring.
Identified — A capacity issue was identified and resolved
Investigating — Service degradation impacting multiple services
Oct 5, 2026
Resolved — Resolved Performance Degradation on SE12, SE13, SE14, SE4, SE19, SE16, SE18
Monitoring — Services recovering
Investigating — Investigating Performance Degradation on SE12, SE13, SE14, SE4, SE19, SE16, SE18
Identified — Performance Degradation on SE12, SE13, SE14, SE4, SE19, SE16, SE18
Oct 1, 2026
Resolved — Items invoicing as expected.
Monitoring — Service is recovered and items are invoicing efficiently.
Investigating — Troubleshooting to identify root cause and resolve
Identified — Service degradation for customers on SE3 server resulting in delays when adding, removing or declining treatment items
Sep 29, 2026
Exam Forms Not Available in Medical Record After Creation for SE1, SC1, W1, W2, W3, W4 servers Resolved
Resolved — All delayed Exam Form records have completed processing and new exam forms have returned to quick expected save times.
Monitoring — We are continuing to process the backlog of Exam Form records impacting the SE1, SC1, W1, W2, W3, and W4 customers. We have implemented some acceleration so Exam Form delays will be reducing as we continue processing.
Monitoring — Record processing is restored, will require some time to fully process all exam forms created during the period of impact. We are monitoring to full resolution.
Investigating — Reviewing causes and course to resolution
Identified — Exam Forms Not Available in Medical Record After Creation for SE1, SC1, W1, W2, W3, W4 servers
Sep 24, 2026
Resolved — Resolved
Monitoring — Access recovering for customers in SC4 region
Investigating — Pulse Access Disruption to SC4 Region
Identified — Pulse Access Disruption to SC4 Region
Resolved — Cloud printing continues to work as expected.
Monitoring — An update has been deployed and we're keeping an eye on resolution across the small number of impacted practice.
Investigating — Investigating potential resolutions
Identified — Label Formatting Issues For Printix Customers: labels printing on the bottom half of labels.
Sep 22, 2026
Calendar & Task Dashboard Delays Resolved
Resolved — All services recoverd.
Monitoring — Services recovering
Investigating — Calendar & Task Dashboard Delays
Resolved — We are continuing to see expected behavior with templates copying into new exam forms.
Monitoring — We have rolled back the changes and you should now see exam form templates copying successfully in the next few minutes.
Identified — An issue impacting the copying of exam form templates on SE1 has been identified. We are working on a fix.
Sep 21, 2026
Intermittent Connection Issues SE3 Resolved
Resolved — We have incidents of TCP connection timeouts from some customers on SE3. The error is resolved.
Sep 15, 2026
New Exam Froms Erroring on Save Resolved
Resolved — This incident has been resolved, We continue to see error rates remain below baseline levels and will continue to monitor.
Monitoring — We have identified the cause of the errors reported earlier today and have implemented a fix. Error rates have dropped and we are continuing to monitor.
Upon further investigation, the impact of this issue was significantly smaller than initially estimated. At its peak, fewer than 0.08% of active users experienced errors (18 errors across roughly tens of thousands of active users in the worst hour). The vast majority of customers were unaffected.
While the scope was limited, we take any disruption seriously. We will continue monitoring closely and will post a final resolution update once we've confirmed sustained stability.
Identified — We have identified the cause of the issue and we're actively rolling out a fix. We have confirmed the error is only on saving new exam forms for a small portion of customers. The exam form can be successfully saved again as a work-around.
Update to follow once the fix is in place.
Investigating — We are investigating an increase in errors when saving new exam forms.
Aug 27, 2026
Resolved — All services restored
Monitoring — Service restored, monitoring
Investigating — Engineering teams investigating
Identified — Service Disruption for Customers on MIG5
Aug 24, 2026
Resolved — Recovered, tasks and exam forms fully functional
Investigating — Slow loading tasks and exam form components, intermittent errors when saving.
Aug 23, 2026
Resolved — Recovered, tasks and exam forms fully functional
Monitoring — Service recovered, monitoring to resolution.
Investigating — Engaging in review in response to service alerts
Identified — Slow loading tasks and exam form components, intermittent errors when saving.
Aug 22, 2026
Resolved — Fully recovered, tasks and exam forms fully functional.
Monitoring — Service recovering, monitoring to resolution.
Investigating — Engaging in review in response to service alerts
Identified — Exam Form and Task Dashboard Service Interruption resulting in slow loading and intermittent errors with exam forms and tasks
Aug 20, 2026
Resolved — We are continuing to see exam forms and task updates operate as expected, we will continue to monitor
Monitoring — Exam form and task update processes are recovered at this time, continued aggressive monitoring
Investigating — Exam form and task saves presenting intermittent errors and slowness to update data within the user interface.
Monitoring — Recovery achieved, improvements in tasks and exam form performance.
Investigating — Slow loading tasks and exam form components, intermittent errors when saving.
Aug 19, 2026
Resolved — We're continuing to see improved performance.
Monitoring — New calendar and appointments/activities have recovered, we are continuing to monitor to ensure there is no reoccurrence.
Investigating — We have identified an issue impacting new calendar and appointment/activities.
Aug 14, 2026
Resolved — Zoetis' API has remained functional and we're continuing to see successful requests.
Monitoring — Issues impacting Zoetis' API services have recovered and FUSE orders are again now able to be submitted. We are continuing to monitor.
Monitoring — Zoetis' API is not currently accepting FUSE submissions. We are investigating any actions we can take to restore service on our end while Zoetis is resolving the errors with their integration.
Monitoring — Issues impacting Zoetis' API services have recovered and FUSE orders are now able to be submitted. We will continue to monitor the status of Zoetis' API.
Aug 10, 2026
Client and Patient Data Not Loading Resolved
Resolved — The issues impacting core services have been resolved.
Monitoring — We are monitoring the resolution to the clients and patients not loading.
Investigating — We are working to resolve the client and patient information not loading. Some additional medical record highlights may be loading slowly for some customers.
Intermittent Errors On Some Pages Resolved
Resolved — The issue has been resolved and will not reoccur. Authorization errors should no longer appear.
Identified — We have identified the cause of the issue and we're working to restore functionality.
Identified — Reports of intermittent errors on some pages. We are investigating the issue.
Aug 7, 2026
Resolved — Tasks, reminders and whiteboard loading as expected.
Monitoring — Service delivery recovering.
Identified — Resource availability increased
Investigating — Noted degraded performance with tasks, reminders and whiteboard
Aug 6, 2026
Resolved — Page load times have returned to normal across all tenants.
Identified — We have identified the cause of the slowness impacting only SC2, SC4, and SC6 tenants. Page load times should be actively improving.
Investigating — We have identified increased load times on the SC2, SC4, and SC6 tenants. No other tenants or customers are impacted.
Aug 4, 2026
Delays Updating Catalog Items Resolved
Resolved — We have deployed a fix and new/updated items are available as expected. The delayed items are still being processed and you should see those arrive shortly.
Identified — We have identified an issue causing significant delays in updates or additions to catalog items, including linking to items.
Data is not lost and we are actively working on resolving the issue.
Jul 31, 2026
Errors Loading SE12 Resolved
Resolved — This issue has been resolved, service was restored for the subset of practices impacted on the SE12 tenant as of 9:27am EDT / 13:27 UTC.
Monitoring — We have restored service and are seeing a return to normal performance. We will continue to monitor the tenant and all other services closely.
Identified — We have identified an issue impacting a small regional subset of customers in the SE12 server tenant. No other services or tenants are impacted and we are monitoring closely. We are working to restore connectivity.
Jul 23, 2026
Resolved — We are continuing to see recovered performance across the West region.
Monitoring — What's happening: Microsoft Azure is reporting recovery from the networking issues in its West region. Details are available on Azure's status page: https://azure.status.microsoft/en-us/status
Current status: Latency in the West region has returned to normal levels, and loading and saving of exam forms and tasks should be performing as expected.
What's next: We will continue to closely monitor performance to confirm the recovery holds.
Monitoring — What's happening: The Microsoft Azure networking issues in the West region are ongoing. Azure continues to post updates on its status page: https://azure.status.microsoft/en-us/status
Current impact: Some customers in the West region may continue to experience elevated latency when loading and saving exam forms and tasks. Connectivity remains restored for directly impacted customers in W3 and W5.
What we're doing: Our teams are actively deploying mitigations to reduce the impact of the underlying Azure issues and are monitoring the situation continuously.
Monitoring — What's happening: Microsoft Azure has confirmed networking issues in its West region affecting all Azure customers. Azure is posting updates on its status page: https://azure.status.microsoft/en-us/status
Progress: As of 16:28 UTC (12:28pm EDT / 9:28am PDT), our recovery efforts have restored connectivity for directly impacted customers in W3 and W5.
Ongoing impact: Some customers in the West region may still experience elevated latency loading and saving exam forms and tasks. We are actively working on mitigations while the underlying Azure issues persist.
Identified — We have restored service to half of the impacted customers. W5 customers are able to access the site. We are continuing work to restore service on W3 and expect restoration in the next 20 minutes.
Investigating — We have identified a drop in traffic to the W3 and W5 servers and are actively working to restore service outside the impacted region.
Jul 21, 2026
Resolved — Issue resolved.
Identified — Issue identified and recovery underway.
Investigating — Investigating increased error rates for the Pulse API.
Jul 15, 2026
Lab Ordering/Results Errors Resolved
Resolved — Lab order and result processing functionality fully restored. Lab results are flowing back in now and new orders can be placed successfully.
Identified — Issue identified and isolated to lab ordering and results service. We are working to restore functionality. All other services remain unaffected.
Investigating — Investigating delays and errors in lab ordering and results.
Jul 14, 2026
Delayed AI Summaries Resolved
Resolved — Delayed AI Summaries — resolved.
Identified — Summaries for newly uploaded recordings were delayed. Customers could still pull existing summaries, access older recordings, and store new recordings.
Investigating — Investigating: Delayed AI Summaries.
Jul 13, 2026
Client Patient Outage Resolved
Resolved — Client Patient functionality fully restored.
Identified — Issue isolated to the Client Patient services. We are working to restore functionality. All other services remain unaffected.
Investigating — Investigating a Client Patient outage.
User Switching and Exam Form Delays Resolved
Resolved — User Switching and Exam Form Delays — resolved.
Identified — Some customers were unable to switch between users in the UI, and exam forms were slow to load.
Investigating — Investigating: User Switching and Exam Form Delays.
Jul 10, 2026
Widespread Pulse Outage Resolved
Resolved — Widespread Pulse Outage — resolved.
Identified — A widespread disruption caused errors and an inability to access parts of the site.
Investigating — Investigating: Widespread Pulse Outage.
Jul 9, 2026
Resolved — Activity Task and User Switching Errors — resolved.
Identified — Some customers were unable to switch between users in the UI, also impacting visibility of activity tasks. Functionality was restored.
Investigating — Investigating: Activity Task and User Switching Errors.
Slow eVet Pages Resolved
Resolved — Slow eVet Pages — resolved.
Identified — eVet pages were slow to load for some customers.
Investigating — Investigating: Slow eVet Pages.
Jul 8, 2026
Exam Form Delays Resolved
Resolved — Exam Form Delays — resolved.
Identified — Exam form updates were delayed and newly-saved forms were slow to load. Additional capacity was added to relieve pressure; no data was lost.
Investigating — Investigating: Exam Form Delays.
Jul 2, 2026
Widespread Pulse Outage Resolved
Resolved — Widespread Pulse Outage — resolved.
Identified — A widespread disruption took several areas of Pulse offline. Capacity was restored.
Investigating — Investigating: Widespread Pulse Outage.
Jun 24, 2026
Brief Authorization Disruption Resolved
Resolved — Brief Authorization Disruption — resolved.
Identified — A brief authorization service disruption cascaded to services that depend on it, causing errors for some customers. Service was quickly restored.
Investigating — Investigating: Brief Authorization Disruption.
Jun 23, 2026
Medical Records Slow to Load Resolved
Resolved — Medical Records Slow to Load — resolved.
Identified — Medical Records were slow to load or intermittently unavailable due to degraded database response times. Performance was restored.
Investigating — Investigating: Medical Records Slow to Load.
Jun 22, 2026
Resolved — Slow load times and errors fully resolved in the East Region. Cloudflare have addressed the underlying issue on their end.
Identified — Root cause identified: a provider incident due to a cut fiberoptic cable. We are working with Cloudflare on resolution to ensure traffic is routed around the issue.
Investigating — Investigating a spike in errors in the East Region.
Jun 11, 2026
Resolved — Exam form data processing fully restored in the East Region. Microsoft have resolved the underlying issue on their end. Exam form updates will be processed and visible over the next 15 minutes.
Identified — Root cause identified: a provider incident impacting a small number of our data sync processes in the East Region. We are working with Microsoft on resolution.
Investigating — Investigating delayed exam form updates and errors in the East Region.
Jun 4, 2026
Errors Accessing Pulse Resolved
Resolved — Errors Accessing Pulse — resolved.
Identified — Some customers experienced errors accessing Pulse pages and data.
Investigating — Investigating: Errors Accessing Pulse.
Jun 1, 2026
Resolved — Brief Degradation Across Multiple Services — resolved.
Identified — Medical Record, Client Patient, and Appointment responses were briefly degraded due to a slow downstream service.
Investigating — Investigating: Brief Degradation Across Multiple Services.
May 29, 2026
Elevated errors via Imperva edge Resolved
Resolved — Imperva edge fully recovered.
Identified — Root cause identified: a reoccurrence of the provider incident at our Imperva CDN/WAF edge impacting customers near New York City, we are working with Imperva on resolution.
Investigating — Investigating elevated error rates across multiple services.
May 28, 2026
Elevated errors via Imperva edge Resolved
Resolved — Imperva edge fully recovered.
Identified — Root cause identified: a provider incident at our Imperva CDN/WAF edge impacting customers near New York City, we are working with Imperva on resolution.
Investigating — Investigating elevated error rates across multiple services.
May 26, 2026
Client/Patient Search Outage Resolved
Resolved — Client/Patient Search Outage — resolved.
Identified — Customers were unable to search for clients or patients, limiting critical workflows.
Investigating — Investigating: Client/Patient Search Outage.
May 8, 2026
Resolved — Intermittent Errors Across Forms and Exams — resolved.
Identified — Customers saw intermittent errors using forms, treatment boards, exams, and AI features. Caused by an internal routing update; update removed to restore functionality.
Investigating — Investigating: Intermittent Errors Across Forms and Exams.
May 6, 2026
Appointment Display Issue Resolved
Resolved — Appointment Display Issue — resolved.
Identified — A display issue caused appointments to appear cut off for a subset of customers. Isolated to a small number of servers.
Investigating — Investigating: Appointment Display Issue.
Apr 28, 2026
Medical Records Errors Resolved
Resolved — Medical Records Errors — resolved.
Identified — Some customers could not load Medical Records and saw an error when viewing records with lab or exam form results.
Investigating — Investigating: Medical Records Errors.