Optum Outage History

Optum's Contract Manager experienced a connectivity issue that prevented users from accessing the application, including staff who were unable to log in through vendor sites. The 2.3-hour outage was resolved by unblocking affected system components and stabilizing the environment, with a permanent fix being deployed to address an underlying security vulnerability.

Optum's Medical Network Payer Connectivity Services experienced a complete real-time processing outage that made all real-time transactions unavailable for 3.8 hours. The incident was caused by missing components in the system. Engineering teams resolved the issue by restoring the missing components through an approved emergency action, which restored real-time transaction processing.

TES and PI users experienced access issues due to a Zscaler problem affecting MDIV/MMIS systems. The incident was investigated by the Optum/Zscaler team and resolved within 12 minutes.

Optum's Enterprise Pharmacy System (EPR) experienced slow response times for 1.9 hours due to issues with the Central Services Database. The problem was resolved through a database failover process, which required a brief outage during the fix.

Optum's Central Services EPR experienced slow response times for 40 minutes, affecting the Exchange Dx component. The service degradation was actively investigated and resolved without further details on the root cause or specific remediation steps.

The Optum RCMFO CLEARANCE estimator experienced a complete outage that affected all customers for 8.8 hours. The system was completely unavailable during this period, preventing customers from accessing estimator functionality. The issue was resolved and normal service was restored.

EngageCare Provider users experienced intermittent login failures preventing access to the application. The issue affected customer authentication for approximately 4.8 hours. The login problems were resolved and normal service was restored.

Optum experienced a critical connectivity issue that prevented successful claim processing for transactions routed to Prime Therapeutics/Magellan, causing connection-to-payer errors for multiple BIN numbers (022659, 009737/011503, and 002286). The incident lasted 2.7 hours while Optum teams worked with the payer to restore connectivity. The issue was resolved and connectivity was restored, with users advised to resubmit any impacted claims.

Optum's Recast Claim Formatter service experienced a major outage for 18.1 hours due to a weekend infrastructure change that recreated a virtual machine with a new private IP address, causing firewall access issues since the firewall was configured for the previous IP. The incident affected users inconsistently, with some experiencing issues while others remained unaffected. The service was restored after the team updated firewall configurations and performed rolling restarts.

Optum's WSO2 central service experienced traffic routing issues for 7.4 hours, impacting the Enterprise Pharmacy System and preventing users from searching prescribers, performing DEA validation, and accessing various APIs. The service began showing improvement after several hours of investigation, and the incident was fully resolved after restarting WSO2 to clear failed connections and monitoring performance while working with affected customers.