Canvas Medical - Notice history

Status: Resolved

This incident has been resolved. Surescripts, our e-prescribing network partner, has confirmed the issue on their side is fixed. Between 10:10 AM and 11:25 AM ET, some prescriptions and other e-prescribing transactions could not be completed and returned a "Cannot get endpoint" error.

e-Prescribing is working normally. Any prescription that failed during that window will not have reached the pharmacy, so please resend it. If you have any questions, contact the Canvas support team.

We have not seen any errors since our last update, but are monitoring and will update once we can confirm the incident is resolved.

Some prescribers may be receiving a 602 error when prescribing medication. {'detail': "Got an error 602 from Surescripts: 'Cannot get backup portal (id = 1031), please contact support"} .

We have contacted Surescripts and they are aware of this issue and working on a resolution. They shared the message below.

We are currently experiencing higher-than-normal call and case volume due to this known issue that is actively being investigated.
Our teams are engaged and working toward resolution. A formal Resolution Notice will be shared once the issue is confirmed to be resolved.

We will provide any further updates we receive from Surescripts as they become available.

Resolved: Electronic Labcorp orders are sending normally again. From about 11:20 AM to 2:55 PM ET today, Labcorp orders sent through Health Gorilla were rejected with a 422 error and landed in Needs Review. Those orders didn't reach Labcorp and won't retry on their own. Contact Canvas Support and we'll resend them for you, or place a new order. Quest and other labs weren't affected.

Service has been restored to Surescripts. All incoming and outgoing messages to Surescripts are now sending successfully. Previous prescriptions with errors will need to be resent.

Thank you for your patience while this issue was resolved.

The Canvas team continues to work closely with a Surescripts escalation team. Additional updates will be provided as information is available.

We are continuing to work with Surescripts towards a resolution. We will provide updates as soon as new information is available.

Surescripts has responded to our emergency ticket and we’re now following their recommended process. Further updates will be provided as information is received.

We have identified the issue and are working with Surescripts for a resolution plan. Please follow for additional updates.