Canvas Medical - Notice history

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All systems operational

Web Application - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 99.87%

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Apr 2025
May 2025
Jun 2025

API - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 99.73%

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Apr 2025
May 2025
Jun 2025

SDK - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 99.87%

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Apr 2025
May 2025
Jun 2025

Prescribing - Operational

100% - uptime
Apr 2025 · 99.63%May · 100.0%Jun · 99.69%

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Apr 2025
May 2025
Jun 2025

Lab Integrations - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Searching - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Messaging (Chat) - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Patient Messaging - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Faxing - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Console - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Claims & Eligibility - Operational

100% - uptime
Apr 2025 · 100.0%May · 100.0%Jun · 100.0%

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Apr 2025
May 2025
Jun 2025

Notice history

Jun 2025

Instances Unavailable Across Multiple Customers
  • Resolved
    Resolved

    All systems are back to normal and stable. Thanks for your patience while we monitored recovery.

  • Monitoring
    Monitoring

    Our infrastructure provider detected an issue with one of their database servers and had to restart. As part of that process, several systems were briefly restarted, which caused temporary unavailability across some instance. Services are now back online, and we’re closely monitoring to ensure everything remains stable.

  • Investigating
    Investigating

    We are currently experiencing a critical issue where multiple instances are unavailable. Our team is urgently investigating and escalating to our infrastructure provider. Updates will be shared as we learn more.

Users cannot send electronic prescriptions - receive error message
  • Resolved
    Resolved

    The earlier issues affecting FHIR authentication and prescription functionality have been fully resolved. Systems remain stable, and we have not observed any further errors during monitoring.

    This incident is now closed. If you experience any ongoing issues, please contact Canvas Support: https://portal.usepylon.com/canvas-medical/forms/standard

  • Monitoring
    Monitoring

    The authentication errors affecting FHIR endpoints and the earlier prescription issues have both been resolved. Our team is actively monitoring the logs to ensure stability.

    We appreciate your patience and partnership. If you experience any continued issues, please reach out to Canvas Support: https://portal.usepylon.com/canvas-medical/forms/standard

  • Update
    Update

    We have a fix to resolve both the FHIR API and Prescribing issues. Please watch for further updates when the fix has been deployed.

  • Update
    Update

    For customers using both FHIR API and have providers who send prescriptions - we have the ability to resolve the API endpoint issues OR the ability to prescribe. If you would like to prioritize restoring the API, please reach out to Canvas Support if you do not currently have an open conversation.

  • Identified
    Identified

    We are receiving reports that all customers are experiencing authentication errors across all FHIR endpoints. This appears to be related to the earlier resolution deployed for prescription issues.

    Our team is actively investigating and working toward a resolution with the highest priority. We will share updates as soon as more information becomes available.

  • Monitoring
    Monitoring

    We’ve identified that this issue was caused by a release deployed earlier this morning. That release has since been reverted. We sincerely apologize for the interruption.

    If you’re still experiencing any issues, please contact Canvas Support: https://portal.usepylon.com/canvas-medical/forms/standard

  • Investigating
    Investigating
    We have reports across our customer base of failed prescriptions which display an error message. We are investigating now and will provide updates as soon as possible.

May 2025

FHIR API Search Endpoint Errors
  • Resolved
    Resolved

    The recent errors affecting FHIR API search endpoints have been resolved. We sincerely apologize for the interruption and appreciate your patience.

    If you have any additional questions or concerns, please don’t hesitate to contact Canvas Support.

  • Monitoring
    Monitoring

    FHIR API Search endpoints are expected to no longer be returning 502 errors. If you see differently please reach out to support directly at https://portal.usepylon.com/canvas-medical/forms/standard

  • Investigating
    Investigating
    We are currently investigating this incident.

Apr 2025

Forced Logouts & Failed EPCS Prescriptions
  • Resolved
    Resolved

    Prescribing of controlled substances has now been fully restored across all instances.

    Users may have experienced a disruption between 8:00–8:30 PM ET while we reconnected to the DrFirst service. This disruption is not expected to occur again, and we sincerely apologize for the inconvenience.

    We have confirmed that services are operating normally and will continue to monitor to ensure continued stability.

    Thank you for your patience and collaboration throughout this incident.

    Please reach out to Canvas Support immediately if you experience additional issues.

  • Update
    Update

    We continue to monitor logout issues. We have an urgent request into DrFirst for resolution with prescriptions.

  • Monitoring
    Monitoring

    We have identified that the cause of users being logged out of their Canvas sessions and unable to send controlled substances is due to a change in our outgoing network IP address, which was updated by our infrastructure provider over the weekend.

    Our team is actively making the necessary updates and closely monitoring services to ensure stability.

    We will provide further updates if there are any changes or once the incident has been fully resolved.

    Thank you for your patience and collaboration as we work to address this issue.

  • Update
    Update

    We believe this issue is also impacting the ability to send controlled substances. We are continuing to investigate and will continue to provide updates approximately every 30 minutes

  • Update
    Update

    Our team continues to investigate this issue with the highest priority.

  • Investigating
    Investigating

    We are currently investigating reports of users being unexpectedly logged out of the platform. This issue appears to be impacting active sessions, causing users to be signed out without initiating a logout themselves.

    Our team is actively working to identify the root cause and implement a solution

Intermittent Issues with Log Streaming
  • Resolved
    Resolved
    This incident has been resolved.
  • Monitoring
    Monitoring

    We have cleared the error preventing the log streaming from publishing and have identified the root cause. We will continue to monitor as we implement an enhancement that prevents reoccurrence.

  • Investigating
    Investigating

    Extension development with the SDK may be impacted by intermittent log streaming issues. We are currently investigating this incident and will provide updates as they become available.

Apr 2025 to Jun 2025

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