Outage in IDEXX Laboratories
Neo: Zoetis and Ellie Diagnostics Order Issues
Resolved MinorIncident Report
The Neo Team is aware of an issue with Zoetis Point-of-Care, Zoetis Reference Labs, and Ellie Diagnostics that is causing orders to intermittently fail. We are actively working to resolve this issue as soon as possible.
Until the issue is resolved, to ensure all diagnostic orders are successful and avoid duplicate orders, we recommend you place orders directly with the applicable lab.
You will be able to reconcile results from the Diagnostics Orders and Results page when they are available in Neo.
Reminder: You can add the diagnostic product to the consultation for billing purposes and then close the consultation without waiting for the result to be ready for reconciling.
Thank you for your patience.
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Latest Updates ( sorted recent to last )
RESOLVED
5 months ago - at 11/20/2025 07:13PM
This incident has been resolved.
IDENTIFIED
5 months ago - at 11/14/2025 07:40PM
The issue has been identified and a fix is being implemented.
INVESTIGATING
5 months ago - at 11/14/2025 07:39PM
The Neo Team is aware of an issue with Zoetis Point-of-Care, Zoetis Reference Labs, and Ellie Diagnostics that is causing orders to intermittently fail. We are actively working to resolve this issue as soon as possible.
Until the issue is resolved, to ensure all diagnostic orders are successful and avoid duplicate orders, we recommend you place orders directly with the applicable lab.
You will be able to reconcile results from the Diagnostics Orders and Results page when they are available in Neo.
Reminder: You can add the diagnostic product to the consultation for billing purposes and then close the consultation without waiting for the result to be ready for reconciling.
Thank you for your patience.
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