Some Telehealth patients are unable to log into their Telehealth sessions

This incident has been resolved.

For any users that may be experiencing issues connecting to their Telehealth session, we recommend providing the Meeting ID & Passcode with the following steps:
1) Start telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

We have identified a network issue that is contributing to the problem. The team is working to resolve the issue with AWS. The errors that caused the Telehealth issue and other API degradation remain low. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

AdvancedMD continues to monitor the issue closely. The errors causing the telehealth issue have significantly decreased. The team is actively investigating intermittent infrastructure and network issues that are causing degraded and progressing states across multiple APIs and services, including telehealth. We have engaged Amazon Web Services (AWS) to help address the network connectivity issue.
Incident Managers will continue to provide updates on the Status Page as more information becomes available.

A fix has been implemented and we are monitoring the results.

Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

As a workaround, we recommend providing the Meeting ID & Passcode with the following steps:

1) Start telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

As a workaround, we recommend providing the Meeting ID & Passcode with the following steps:

1) Start telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

We are continuing to investigate this issue.

As a workaround, we recommend providing the Meeting ID & Passcode with the following steps:

1) Start the telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

Incident Managers will continue to provide updates on the Status Page as more information becomes available.

We are continuing to investigate. Next Update will be at 9:00 MT

We are continuing to investigate this issue.

As a workaround, we recommend providing the Meeting ID & Passcode with the following steps:

1) Start telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

Incident Managers will continue to provide updates on the Status Page as more information becomes available.

We are continuing to investigate this issue.

We are actively working to resolve the Telehealth login issue. As a workaround, we recommend providing the Meeting ID & Passcode with the following steps:

1) Start telehealth call
2) In the Top Left corner of Zoom, click on the green shield icon with a checkmark
3) This will show you the Meeting ID and Passcode
4) The patient will need to input the Meeting ID and Passcode code in the Zoom application to join

Incident Managers will continue to provide updates on the Status Page as more information becomes available.

Our technical teams are diligently working to resolve the issue. Incident Managers will continue to provide updates on the Status Page as more information becomes available.

We are actively investigating an issue where patients are not able to log into their scheduled Telehealth session.