Kareo | Help and Support

Update 5/16, 8:15am PDT: This issue has been resolved and credit card processing is working as expected now.

Credit card payment processing is currently down. Our engineers are working with our credit card vendor, InstaMed, to restore the service as quickly as possible.

We apologize for any inconvenience.

Thank You,

Kareo Support Team

by KareoSupport

Kareo will be unavailable during this period due to standard system maintenance.

Thank You,
Kareo Support Team

by KareoSupport

The data transmission issue with Gateway has been resolved. All data has been successfully sent and received. Kareo will continue to monitor the connection on Monday. Thank you again for your patience as this issue was resolved.

by KareoSupport

Gateway and Kareo continue to work closely together to resolve the data transmission delays that began April 26th.

At this time Kareo is current with the processing of all electronic claims.

However, ERA report processing is delayed. We expect to have all available reports processed by Sunday April 29th, at 8PM Pacific Time.

Again, no data has been lost during this interruption and we thank you for your patience.

by KareoSupport

Data transmission between Gateway and Kareo was disabled at approximately 1:30pm PDT on 4/26/2012.

This means that all electronic claims sent from Kareo to Gateway and all ERAs received from Gateway to Kareo will be delayed.

Importantly, no data will be lost. All data will be resent as soon as the connection is reactivated.

The connection is expected to be restored by end of day tomorrow, April 27, if not sooner.

This does not affect customers using Capario.

Thank you for your patience.

by KareoSupport

Update (7:25 PM PDT)

Our hosting provider (Savvis / Century Link) has reported that the connection has been repaired and the issue is resolved. Our tests confirm that the issue is resolved; however, we're going to closely monitor the application tomorrow morning as more customers login to ensure no more issues occur. Thanks again for your patience.

 

Update (11:57AM PDT)

Our hosting provider (Savvis / Century Link) has reported that a repair crew is onsite and has begun to repair the affected connection. The repair crew has not yet reported an estimated time to resolve the issue.

 

Update (10:10 AM PDT)

Our internet provider experienced a fiber cut in the Los Angeles area on the primary connection to our data center. Due to the fiber cut, internet traffic is being rerouted over secondary connections, but certain customers are experiencing congestion and latency because of bandwidth constraints.

No ETA on a resolution but this issue is a high priority for both Kareo and our internet service provider.

 

 

Update (9:58 AM PDT)

Customers are sporadically experiencing system slowness. Kareo is aware of the issue and implementing a resolution, but does not yet have an estimated time that the problem will be resolved.

Further updates will be posted after this message.

by KareoSupport

Kareo will be unavailable during this period due to standard system maintenance.

Thank You,
Kareo Support Team

by KareoSupport

If you are in the process of completing the setup wizard, it's important that you finish
by 5:00PM PDT on Friday, April 13, 2012. Kareo is upgrading the setup wizard on that date, but unfortunately, you will have to finish your setup without the wizard after that date which is why it is so important to finish the setup wizard before April 13.

We apologize for the inconvenience.

Thank You,

Kareo Support Team

by KareoSupport

Beginning at approximately 8:11AM PST, Kareo experienced a networking issue that caused performance problems, including inability to access the application, for some customers. The problem was resolved at 8:35AM PST. We apologize for the inconvenience and appreciate your patience as we resolved the problem. Thank you.

by KareoSupport

Kareo will be unavailable during this period due to standard system maintenance.

Thank You,
Kareo Support Team

by KareoSupport