Optum Outage History

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.

EDSNET screen changes caused DDE script failures in Optum's RCM Assurance system, resulting in failed MDE background jobs and account errors that affected Assurance Reimbursement Management. An update was deployed to hosted Assurance to correct the account errors, and support successfully resumed the failed jobs. The incident was resolved in 28 minutes with all jobs running successfully again.

Optum's Assurance Reimbursement Management experienced intermittent performance issues with Medicare Direct Entry (MDE) for 5.1 hours, causing failed, queued, and slow jobs due to an unrecognized screen error. The issue was resolved by updating and distributing corrected scripts to accommodate changes in the MDE system, with all impacted jobs restarted. Turnkey customers were required to run EPD to receive the fix and manually restart their failed jobs.

Optum's Clinical Exchange application experienced a major outage where users encountered errors when trying to access the system. The incident affected Clinical Exchange Channel Partners, including ePrescribe and Orders & Results services. The issue was resolved after 42 minutes of investigation and monitoring.