Current Status

  TherapyNotes™ is online.   Last Updated:

Incidents and Updates

July 24, 2018

TherapyNotes was down from approximately 8:50AM to 9:15AM. After restarting our servers, the problem was resolved. We are continuing to investigate to determine the root cause and how to avoid this particular issue in the future.

We experienced brief down time at 5:45PM and returned online at 5:50PM. We are investigating the cause.

July 9, 2018

We experienced intermittent performance issues as a result of firewall errors. Performance returned to normal after restarting the firewall in the evening.

July 5, 2018

TherapyNotes v4.38 was released in the evening.

July 2, 2018

~3:40pm the TherapyNotes web servers went offline and were quickly restored.

~5:25pm: We had an outage for a few minutes due to a problematic firewall. Once it was restarted, service resumed.

June 10, 2018

The TherapyNotes web servers started reporting an error. We have resolved the issue. This resulted in a brief disruption in services, of about 10 minutes (~11:40am to ~11:50am ET). We are investigating the root cause to minimize future occurrences.

May, 31 2018

There was an issue with our document generation service which prevented the processing of documents such as statements, superbills, and spreadsheets. This issue was resolved.

May 18, 2018

There was an issue with the update from last night, causing a delay for some to-do items being generated. We switched back to the prior version of the software, fixed the issues, and then switched back to the new version.

May 17, 2018

TherapyNotes 4.36.3 hotfix was released about 10pm, to greatly improve performance of our to do list generator software. Sometimes performance of this code would delay the time it took to generate the to do items, and at peak times could affect overall performance, including the service interruption experienced 5/15.

May 15, 2018

At 3:03pm TherapyNotes experienced a very brief interruption in service, for about 1 minute.  It was a symptom of the database which has resolved itself.

May 8, 2018

Starting about 2:00pm ET, we experienced slowness in TherapyNotes. It got more severe around 3pm and in some cases impacted the ability to do certain tasks such as credit card processing or generating documents. Restarting our firewalls at 3:22PM resolved the issue.

May 7, 2018

For about 5 minutes starting around 10:55AM ET, TherapyNotes was mostly unresponsive due to an unexpected database issue. We believe the issue has been resolved, but we are monitoring closely.

May 6, 2018

TherapyNotes v4.36 released in the evening.

April 29, 2018

Database servers were updated at 6AM EDT.


April 23, 2018

Some patient credit cards were being denied, and some note signatures had an incorrect time stamp. We have resolved these issues, both of which were caused by incorrect time settings on some of our servers. Any notes with an incorrect signature time can be edited and resigned if desired.

April 1, 2018

TherapyNotes v4.35 released in the evening, a major update with major new features, including the ability to share files on the patient portal.

March 31, 2018

Database servers updated and restarted at 6AM EDT.

February 28, 2018

TherapyNotes v4.33.5 released in the evening, with a performance-related improvement.

February 27, 2018

TherapyNotes v4.33.4 released in the evening, with a performance-related improvement.


February 25, 2018

TherapyNotes v4.33.3 released in the evening, with performance-related improvements.

February 20, 2018

2:35PM EST: One of our load balancers (firewalls) stopped being responsive. Upon restarting it, everything started working again.

February 14, 2018

A very small number of users reported difficulty using TherapyNotes such that they could log in and see tabs, but with no content. We have determined this to be an issue with Cloudflare. We provided those affected with alternative solution to use TherapyNotes during the issue. Cloudflare later fixed the issue.

February 13, 2018

Between 10:02AM and 10:09AM EST users may have seen some web site error pages or slow performance. The database server started running very slowly during this time, causing some page loads to fail. We found a configuration on our new database server that needs to be corrected which should mitigate this.

Between 4:52PM and 5:02PM EST we again experienced a similar circumstance to the above with the database server which would have caused error pages or slow performance. We quickly addressed the issue and operations began running normally. (A database query was using an inefficient plan.)

We reconfigured the database server at 2:00AM EST, incurring a scheduled outage of 3 minutes to address the above issues.

February 12, 2018

This afternoon we became aware that patient appointment reminders that would have gone out Friday evening through late Sunday morning were not sent. The software that sends these had stopped working Friday evening and it wasn't clear from our monitoring systems that this was the case. This was not caused by the data center transition, but was actually fixed because of it. When we brought the system online as part of the data center move, we made sure reminders were working, but we didn't realize until today that it had been down prior to that.

Text messages are sent about 24 hours in advance, so any unsent text messages would have been for appointments that already occurred over the weekend and this morning. SMS messages that were not sent won't be billed for. Email reminders are sent about 48 hours in advance, therefore it's still possible patients that were coming in later today or tomorrow did not receive an email notification. We are resending the emails for tomorrow's appointments, therefore they will receive them one day before their appointment instead of two.

February 11, 2018

TherapyNotes was transitioned to the new data center. Additional servers from the old data center still need to be migrated over, but this won't have a significant user impact. 

February 9, 2018

Status page launched.

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