Optum Outage History

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.

InterQual Connect experienced a service outage where users accessing prod.ds.interqual.com or prod2.ds.interqual.com encountered blank screens or errors when launching the application. The issue was resolved after 16 minutes, with users advised to clear their browser cache if problems persisted.

Optum's Central Prescriber service experienced a major outage for 2.3 hours, preventing pharmacy customers from searching and validating prescriber information through the Enterprise Pharmacy System. The issue was caused by a certificate change implemented by vendor LexisNexis that disrupted the service connection. The incident was resolved when LexisNexis reverted their certificate change, restoring full functionality to prescriber search capabilities.

Optum Insight's migration to Cloudflare for rxnsconnect.changehealthcare.com on March 2, 2026 caused intermittent connectivity issues for some pharmacies accessing the Rx Connect service. The connectivity problems persisted for several days, requiring organizations with IP filtering to whitelist specific IP subnets for outbound traffic. The technical teams resolved all connectivity issues on March 6, 2026 at 4:18 PM CST after 24 hours of active troubleshooting.

Optum's TES RCM MDIV service and Kerberos mounts experienced intermittent connectivity issues that affected system access and operations. The incident impacted MDIV services, requiring joint response from AIX and MDIV engineering teams to identify and address the root cause. Corrective actions were successfully implemented after 25 minutes, fully restoring all affected services.

Optum's RCM Assurance service experienced a 46.5-hour outage where customers encountered performance issues and errors with Medicare Direct Entry (MDE) jobs due to password authentication problems. The issue affected the Assurance Reimbursement Management component, preventing proper processing of Medicare direct entry transactions. Optum resolved the issue by implementing a fix and provided both temporary workarounds (manual password updates) and post-resolution instructions for customers to reinstate automated password changes.