DrFirst Outage History

A technical issue prevented users from logging into Backline via LDAP authentication for 1.2 hours. The DrFirst engineering team investigated and resolved the login problem. The incident affected the Backline component and has been fully resolved.

The live chat feature in DrFirst's iPrescribe Help Center was unavailable due to an issue with a third-party service provider. Users could still submit support tickets normally during the outage. The incident was resolved after 21 minutes.

DrFirst experienced intermittent connectivity issues with real-time prescription benefit checks for 20.4 hours due to problems with a third-party data provider. The incident affected the mBC component, causing some partners to experience delayed or failed real-time benefit responses. The issue was resolved while DrFirst's internal systems continued operating normally throughout the incident.

DrFirst experienced a 13.7-hour incident where providers encountered errors when attempting to complete Identity Proofing (IDP) through the EPCS system, caused by issues with a third-party identity verification vendor (Experian/ID.me). The service implemented a fix and monitored the results before confirming full resolution of the identity verification errors.

DrFirst's E-Prescribing Desktop (Rcopia) experienced intermittent login issues affecting all five regions, with users also reporting problems sending controlled substances electronically due to drug schedule verification failures. The incident lasted 2.5 hours, with login issues resolved first, followed by restoration of electronic controlled substance prescribing functionality. Engineers implemented a fix and monitored the system until full service was restored.

DrFirst experienced a third-party incident that prevented customers from accessing Patient Searches via PDMP reports for 14 minutes. The issue was identified and resolved through collaboration with their partner, with monitoring confirming the fix was successful.

DrFirst experienced delays in prescription processing, medication history, and eligibility services across all Rcopia regions and MedHx components for 6.2 hours. The incident caused a buildup in prescription processing queues, affecting the system's ability to handle normal transaction volumes. The team implemented a fix and monitored the system until full resolution was confirmed.

A subset of iPrescribe providers using Android devices experienced login failures due to trailing spaces being automatically appended to usernames during login, likely caused by a recent Android OS update's auto-fill behavior. The issue affected only Android users for 20.9 hours, while iOS users remained unimpacted. The incident was resolved with users able to work around the problem by manually removing trailing spaces from their username fields during login.

DrFirst experienced a third-party incident that prevented customers from accessing Patient Searches via PDMP reports specifically for Washington state. The PDMP component was affected for 19 minutes while DrFirst worked with their partner to resolve the issue. The incident was successfully resolved and normal functionality was restored.

DrFirst customers experienced intermittent performance issues when sending prescriptions through the pharmacy network, affecting multiple pharmacy vendors over a 502-hour period. The issues were caused by problems with a third-party routing vendor and impacted prescription routing functionality. The incident was resolved after engineers worked with the third-party vendor to implement fixes and restore normal routing performance.