Kareo | Help and Support

Kareo is currently experiencing system performance issues.  We are aware of the problem and our best engineers are hard at work to find a resolution. 

by KareoSupport to Server and Database

A minor update to Kareo has been released, including a new Kareo client (v1.44.2788.27338). The update included the following features:

• Mass Health Claim Form 7 fixes (FB22427)
• Encounter record showed submit/unapprove buttons in wrong situations (FB22682)
• Added Puerto Rico, Virgin Islands and other US Territories to lists of State codes (FB3248)
• To-do list contained extraneous item incompatible with certain subscription editions (FB22764)
• Manual payment posting immediately after ERA posting was not working correctly (FB22766)

by KareoSupport to Client Software, Server and Database

This Sunday, July 1, at 8:00 a.m. PDT customers reported an inability to log into Kareo.  Upon investigation we determined that one of our servers was not operating and our monitoring system was not correctly configured to restart that server in case of failure.  We had fixed the problem and the monitoring system by 9:30 a.m.  For the upcoming release our engineers are working on an updated monitoring system to more intelligently determine different kinds of downtime and immediately report them to our production support team. We apologize for today's problem and the inconvenience it caused.

by KareoSupport to Server and Database

We released a minor software update on Thursday evening at 7:20 PM PDT.  The update included changes to the server and to Kareo (the update is v1.43.2732.20826), and contained the following fixes:

• Printing: Fixed the CMS-1500 (new with NPI) form that contained the background image of the form. (FB22217)
• Encounter Detail: Fixed a problem where users were unable to use ticket numbers when entering Encounters and selecting Save & New. (FB22222)
• Patient Detail: Fixed a problem where the Add New Policy button didn't display anymore when creating an insurance policy from the patient. (FB22223)
• Encounters Dashboard: Fixed a problem that left the Clearinghouse Reports link always hidden. (FB22206)

by KareoSupport to Client Software, Server and Database

The Kareo system maintenance originally scheduled for 7:00PM to 9:00PM PDT Saturday 6/2/07 has been cancelled.

by KareoSupport to Server and Database

Kareo will be performing system maintenance on our network infrastructure during the evening this Thursday, May 24, starting at 10:00pm PDT, and concluding at 1:00am PDT.  Kareo will be unavailable during this time.  You will still be able to visit this status blog for updates.

by KareoSupport to Server and Database

We've released a minor update to version 1.39 of our software.  This update included fixes to some problems that have been discovered since the last update, as well as a few minor features:

• FIX: Paging through clearinghouse reports in Administrator works correctly in all situations now
• FIX: Lists that were causing error messages for some users should no longer cause those errors
• FIX: Appointment Summary report allows customization by parameters in all configurations
• FIX: Start Date in recurring timeblocks views now reflects changes made to End Date
• FIX: Document Upload for files larger than 20MB now works correctly
• UPDATE: Changes to accomodate new conventions for filenames when submitting patient statements
• UPDATE: Friendlier message in cases where the CodeCheck service is temporarily not available.
• FEATURE: An EPSDT Code field was added to the Patient Case screen. This will be submitted electronically for EPSDT claims.

Please let our support department know if there are any problems with this update.

by KareoSupport to Client Software, Server and Database

Dear users,

We're planning to perform some system maintenance over this coming Labor Day weekend.  We intend to perform a major upgrade to the infrastructure at our Internet data center, allowing us to service you more efficiently.  Our upgrade includes improvements to security, our networks, storage systems, and performance.

In order to guarantee that the upgrade is performed in the most efficient manner, we intend to restrict access to our system starting on Friday, September 1, at 10 pm Pacific time.  While we hope to finish sooner, we will make sure that access is restored no later than Sunday, September 3, at 10 pm Pacific time.  We will be posting update to this page as our upgrade proceeds.

We apologize for the large maintenance window -- it is our intent that after this upgrade we will not need to announce such large maintenance windows.  Our typical scheduled maintenance is on weekends in the middle of the night.

If you have an emergency and must reach us during the weekend, please call our after-hours line at 800-657-1536.

by KareoSupport to Server and Database

Over the previous weekend, we've released new versions of Medical Office, Business Manager, and Administrator.  We also released a minor update to our handheld software, Practitioner.  The release (v1.39) contained the following new features:

•    Setup and Enforce Scheduling Rules by Reason and Location
•    Scan Documents from Any Fax Machine with kFax
•    Improved Downloading, Navigation, and Viewing of Scanned Documents
•    Improved Patient Activities with Filters and Reports
•    Reprint Historical Paper Claims
•    New Ctrl+S Keyboard Shortcut for Saving Any Record
•    Improved Organization of Clearinghouse Reports
•    Auto-Populate Service Date, Batch # on Next Encounter
•    Select Service Line to Apply Copay
•    Show Total Charges for Encounters
•    Auto-Populate Post Date, Batch # on Next Payment
•    Customize Payer Scenarios List
•    Disable Patient Statements by Payer Scenario
•    Disable Patient Statements for Specific Patients
•    New Payment Application Summary Report
•    New Patient Summary Report
•    Improved Appointments Summary Report
•    Improved Payment Summary Report
•    Improved Payment Detail Report
•    Improved Account Activity Report
•    New Customizations for Key Indicators Reports
•    New Customizations for A/R Aging Summary Report
•    New Customizations for A/R Aging by Insurance Report
•    New Customizations for A/R Aging by Patient Report
•    New Customizations for Missed Copays Report
•    New Customizations for Payor Mix Summary Report
•    New Support for Family Planning and EPSDT Billing Scenarios
•    New Timeslot Options for Appointment Calendars
•    Enter Units for Mobile Encounters
•    New Help Button on Navigation Pane and Toolbar
•    Request Remote Assistance from Help Menu
•    New Behavior in Loading Lists
•    Known Timezone Problems with Recurring Timeblocks
•    Other Software Issues Resolved

by KareoSupport to Client Software, Server and Database

The Kareo system will be down for an upgrade in the evening this Sunday, August 27.  We will be performing a system upgrade between 6pm Pacific time until midnight Pacific time.

by KareoSupport to Server and Database