https://zushealth.com/ Status - Incident History

Commonwell data retrieval errors

Fri, 25 Sep 2026 19:30:21 +0000

Minor incident - Data Connections, CommonWell Network

September 25, 2026 · 15:24 EDT
Issue

We experienced errors in data retrieval from CommonWell between 4pm and 5pm eastern time yesterday for jobs which registered a new patient in CommonWell. Approximately 25% of all CommonWell jobs run during this time entered an error status. All affected jobs had been successfully rerun by 6:30pm eastern time.

No customer action is required, and the system has operated normally since.

Elevated errors in FQS

Mon, 24 Aug 2026 22:22:48 +0000

Minor incident - Applications, Zus App, Data APIs, FHIR APIs

August 24, 2026 · 18:21 EDT
Resolved

We have addressed the root cause of the FQS errors, and services are back to normal.

August 24, 2026 · 18:13 EDT
Monitoring

The team rolled back a bad deployment and error rates have dropped. We are continuing to monitor.

August 24, 2026 · 17:26 EDT
Investigating

The FQS API is returning elevated rates of 502 errors. This affects the REST and GraphQL APIs, Zus App, and reciprocity requests

Elevated error rates on Carequality

Sat, 22 Aug 2026 19:15:38 +0000

Minor incident - Data Connections, Carequality Network

August 22, 2026 · 15:15 EDT
Resolved

All errored jobs have been re-run and completed. The system is functioning normally.

August 21, 2026 · 16:34 EDT
Update

All errored jobs have been kicked off for a rerun through the system, and are flowing successfully, we expect completion within the next 12-20 hours, many have completed already.

August 21, 2026 · 10:47 EDT
Update

The first batch of error recovery processing has completed successfully. Zus will be completing the kickoff of all other errored jobs today, with expected completion over the weekend.

August 20, 2026 · 09:18 EDT
Monitoring

We have identified and resolved the source of these job errors, and have begun the process of replaying impacted jobs – this process will complete today.

If a job you submitted has errored and the delay is impacting your operations: use the Request Records button in the ZAP to bypass this queue. You will not be charged for the additional job.

August 18, 2026 · 18:10 EDT
Issue

Zus experienced elevated error rates on our Carequality connector starting at ~5 pm eastern on 8/17/2026. We believe these errors have died down for upcoming jobs, and we will rerun impacted jobs tomorrow.

If a job you submitted has errored and the delay is impacting your operations: use the Request Records button in the ZAP to bypass this queue. You will not be charged for the additional job.

Database maintenance on certain FHIR APIs

Sun, 16 Aug 2026 11:00:00 +0000

Scheduled maintenance - Applications, Zus App, Data APIs, FHIR APIs

August 13, 2026 · 17:22 EDT
Scheduled

Between 6:00 AM to 7:00 AM EDT on Sunday, August 16, we will be performing routine database maintenance on one part of the FHIR server. This will affect ZAP page loads and search queries on the FHIR API. We expect the disruption to last 10-15 minutes. No data will be affected.

Non-priority jobs operating with delays

Fri, 21 Aug 2026 15:06:57 +0000

Minor incident - Data Connections, CommonWell Network, Carequality Network

August 21, 2026 · 11:05 EDT
Resolved

We are now regularly seeing and processing jobs with a latency of 1 day or less. Delayed jobs with longer latencies can be attributed to the minor incident of elevated error rates on CareQuality and will be addressed within those recovery efforts.

August 20, 2026 · 09:10 EDT
Update

We expect non-priority job latencies to return to normal within a day.

However, if a job you submitted has not started and the delay is impacting your operations: use the Request Records button in the ZAP to bypass this queue. You will not be charged for the additional job.

August 17, 2026 · 11:39 EDT
Update

Non-priority jobs continue to be delayed, but we are working on clearing the backlog and expect resolution by mid-week.

If a job you submitted has not started and the delay is impacting your operations: use the Request Records button in the ZAP to bypass this queue. You will not be charged for the additional job.

August 13, 2026 · 12:41 EDT
Update

Non-priority jobs submitted to the queue are continuing to complete more slowly than normal. Processing times will remain elevated for the next several days, and may climb to 2-3 days.

If a job you submitted has not started and the delay is impacting your operations: use the Request Records button in the ZAP to bypass this queue. You will not be charged for the additional job.

August 12, 2026 · 18:49 EDT
Issue

Due to a buildup of traffic in our non-priority queue, chart builds are operating with delays of approximately 30 hours. Please contact your account contact if this is impacting your operations.

Priority chart builds, included requests submitted through the Zus App and refreshes for STAT appointments, are not impacted.

Incident impacting the embedded ZAP in EHRs.

Thu, 13 Aug 2026 13:45:39 +0000

Major incident - Applications, EHR Integrations, athenahealth, Elation Health, Canvas Medical, Salesforce Health Cloud, Healthie

August 13, 2026 · 09:43 EDT
Update

We can confirm that all data delays that were caused by the incident are now resolved. Any data that was not exchanged during this time has now been replayed and all systems are running as expected.

August 12, 2026 · 13:34 EDT
Resolved

We have resolved the underlying issues impacting all EHR integrations.

The athenahealth integration is now fully functional, and data exchange is restored.
All data exchange delays are resolved across EHRs, and ongoing data syncing is restored.

We will continue to monitor these integrations to ensure smooth function going forward.

August 12, 2026 · 11:57 EDT
Update

We have identified the root cause of the issues impacting EHR integrations.

For athenahealth, the ZAP is not functional. We are working to resolve the root cause, which we are aware of. Data exchange is also currently down.
Data exchange for all other EHR integrations is currently delayed. We are working to clear these delays.
We can confirm that the embedded ZAP was not functional in EHRs other than athenahealth from 10:48am-11:40am ET. This is now resolved.

August 12, 2026 · 10:31 EDT
Investigating

We are currently investigating reports of potential issues with EHR Integrations. At this time we have not confirmed an incident - our team is actively looking into the situation and will share an update as soon as we know more.

Additional Context: The embedded ZAP and data synchronization are down for Athena.

Edit: the title of this incident was updated at 12:03pm ET

Potential issue with ZusHooks

Tue, 4 Aug 2026 21:52:08 +0000

Major incident - ZusHooks

August 4, 2026 · 17:38 EDT
Resolved

ZusHooks deliveries were delayed by up to 2 hours within the last 2 hours. We have resolved the root cause and messages are now delivering normally.

August 4, 2026 · 17:16 EDT
Issue

We are currently investigating reports of potential issues with ZusHooks. At this time we have not confirmed an incident - our team is actively looking into the situation and will share an update as soon as we know more.

Additional Context: We are investigating increased Zushooks latency.

Risk Gaps not being calculated as expected

Wed, 5 Aug 2026 13:45:43 +0000

Major incident - Lenses and Enrichment

August 5, 2026 · 09:45 EDT
Resolved

This incident has been resolved, and all user updates have been restored.

August 4, 2026 · 16:48 EDT
Monitoring

We have identified an issue in processing data in the Risk product. Risk data was not processed between 5:00pm ET on 8/3/2026 through 12:00pm ET on 8/4/2026.

All Risk gaps impacted during this period are being reprocessed.

There was some loss of data during this time, which we are in the process of identifying and restoring.

We will close the incident when reprocessing is complete and provide an update on data restoration.

August 4, 2026 · 15:09 EDT
Issue

We are currently investigating reports of potential issues with Lenses and Enrichment. At this time we have not confirmed an incident - our team is actively looking into the situation and will share an update as soon as we know more.

Edit: The title of this incident was updated on August 4 at 4:50pm ET.

Issue with reciprocity on Carequality and Commonwell Networks

Thu, 30 Jul 2026 21:16:16 +0000

Minor incident - Data Connections, CommonWell Network, Carequality Network

July 30, 2026 · 17:14 EDT
Resolved

With further research and monitoring, we’ve identified and upgraded the system configuration to improve it’s performance and mitigate the likelihood of further recurrences of the 5xx and latency behavior.

This issue is resolved.

July 30, 2026 · 09:48 EDT
Monitoring

The situation of higher than acceptable 5xx messages and longer latency has resolved, but the team continues to research and monitor.

July 29, 2026 · 15:00 EDT
Issue

We can confirm incident conditions on reciprocity on the CareQuality and Commonwell networks. We are seeing elevated 5xx error rates in our responses to the networks and also latency has increased. The impact is seen on the patient discovery and document list endpoints, document retrieval appears to be unaffected.

The team is continuing to investigate cause and potential solutions.

Some clients may not be able to access the ZAP in athena

Mon, 27 Jul 2026 16:58:19 +0000

Major incident - Applications, EHR Integrations, athenahealth

July 27, 2026 · 12:57 EDT
Resolved

We can confirm that users of the ZAP in athenahealth are now able to open the ZAP as expected. There was no data loss during this incident.

July 27, 2026 · 12:03 EDT
Monitoring

The issue impacting users’ ability to open the ZAP in athena appears to have resolved. We are continuing to actively monitor this situation.

We are also continuing to track athena’s own published incident, and will update this incident once we can confirm full resolution of the source issues.

July 27, 2026 · 11:25 EDT
Issue

We are currently investigating reports of potential issues with Zus App. At this time we have not confirmed an incident - our team is actively looking into the situation and will share an update as soon as we know more.

Edit July 27 11:40am ET: We have confirmed that this issue only impacts users of the ZAP embedded in athenahealth. We have updated the title and impacted services of this incident as such.

Delays processing Surescripts medication history requests

Thu, 16 Jul 2026 13:42:55 +0000

Minor incident - Data Connections, Surescripts Service

July 16, 2026 · 09:10 EDT
Resolved

The issue is resolved and all delayed data has now been processed.

July 15, 2026 · 12:41 EDT
Issue

We’re aware of an issue affecting the processing of some Surescripts medication history requests created on July 10, which may delay or leave incomplete the return of medication history data for the affected requests. This is a partial delay rather than a complete outage, and new requests continue to be processed normally. We’re actively working with Surescripts to resolve the issue and will provide an update as soon as the affected data is fully processed.

Potential issue with Carequality Network

Fri, 24 Jul 2026 15:48:15 +0000

Minor incident - Data Connections, Carequality Network

July 24, 2026 · 11:35 EDT
Resolved

This incident is now resolved. Based on our continued monitoring, record location is performing as expected. We will continue to support customers with reruns as needed.

July 22, 2026 · 18:02 EDT
Monitoring

We have identified an issue that was resulting in slightly degraded patient matching results on the Carequality network since 7/1. The original behavior has been restored as of 7/22. If you have any concerns about a potential data gap, please feel free to rerun a new job or reach out to your account contact.

July 21, 2026 · 14:33 EDT
Issue

We are currently investigating reports of potential issues with Carequality Network. At this time we have not confirmed an incident - our team is actively looking into the situation and will share an update as soon as we know more.