Pethealth Software Solutions Status

Support > Contact Us is experiencing technical issues

Monitoring - The Enhanced Support Live Chat feature has been fixed.
Apr 07, 2025 - 11:49 EDT

Update - The Support case submission form is now working.
We are continuing to work on restoring the Chat for our Enhanced Support users.
Apr 03, 2025 - 10:05 EDT

Investigating - Users will see an error when trying to submit a Support case from Community. For our Enhanced Support users, this also means that Chat is unavailable until this error has been resolved. For PetPoint outages or other similar emergencies, please use the Enhanced Support phone line.
Apr 03, 2025 - 08:48 EDT

PetPoint - Long Load Times and 500 Errors

Monitoring - The Development team has identified the issue and released a correction. We are monitoring the results at this time.
Thank you for your patience.
Apr 18, 2025 - 14:49 EDT

Investigating - We have received a handful of reports of long load times and 500 errors within PetPoint and are investigating the cause and a correction. Updates will be posted here as they become available.
Apr 18, 2025 - 14:45 EDT

Password Reset issues expired passwords

Monitoring - A fix has been implemented and we are monitoring the results.
Mar 12, 2025 - 10:37 EDT

Investigating - The password reset functionality is currently experiencing technical difficulties. We are investigating the cause for this and will provide an update as soon as possible. In the meantime, users who cannot update their password through this password reset function will need to request that their password be reset in Add/Edit Users by a PetPoint Administrator or Jr. Admin - Setup user.
Mar 05, 2025 - 11:25 EST

Pet Professional Portal Save Errors

Update - We are continuing to investigate this issue.
Mar 18, 2025 - 11:41 EDT

Investigating - Our team continues to work towards a full resolution for this issue.
If you are still receiving an error, please contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Mar 12, 2025 - 10:32 EDT

Update - Our team continues to work towards a full resolution for this issue.
If you are using the "Additional Information" section and including special characters in the text, remove the special characters and the registration should save as expected.
If you are still receiving an error, please contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Feb 27, 2025 - 13:44 EST

Update - Our team continues to work towards a full resolution for this issue.
If you are using the "Additional Information" section and including special characters in the text, remove the special characters and the registration should save as expected.
If you are still receiving an error, please contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Feb 21, 2025 - 09:59 EST

Update - Our team continues to work towards a full resolution for this issue.
If you are using the "Additional Information" section and including special characters in the text, remove the special characters and the registration should save as expected.
If you are still receiving an error, please contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Feb 04, 2025 - 07:44 EST

Update - Our team continues to work towards a full resolution for this issue.
If you are using the "Additional Information" section and including special characters in the text, remove the special characters and the registration should save as expected.
If you are still receiving an error, please contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Jan 13, 2025 - 15:22 EST

Identified - The issue has been identified and a fix is being implemented.
Jan 13, 2025 - 09:12 EST

Update - We are continuing to investigate this issue.
Dec 27, 2024 - 11:09 EST

Investigating - We have received reports of clients receiving an Unable to Save error when submitting registrations. Our development teams are investigating the cause of this issue and we hope to provide an update shortly. In the meantime, you can contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Dec 17, 2024 - 16:54 EST

Pet Professional Portal: Photos not displaying after saved

Update - We are continuing to investigate this issue.
Mar 12, 2025 - 10:32 EDT

Update - We are continuing to investigate this issue.
Mar 05, 2025 - 10:01 EST

Investigating - We have received reports of users adding and saving photos to animal records, but the photos are not displayed in the animal grid. Our development teams are investigating the cause of this issue, and we hope to provide an update soon. Thank you for your patience!
Feb 28, 2025 - 18:18 EST

Pet Assistant: Overall Technical issues with auto-uploaded information

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Mar 12, 2025 - 10:37 EDT

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Feb 21, 2025 - 09:58 EST

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Feb 04, 2025 - 07:45 EST

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Jan 13, 2025 - 09:13 EST

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Nov 04, 2024 - 16:43 EST

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Sep 12, 2024 - 08:21 EDT

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Aug 05, 2024 - 10:50 EDT

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Jul 26, 2024 - 06:18 EDT

Investigating - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Jul 16, 2024 - 15:52 EDT

Medical: Conditions automatically added based on Test results are not automatically adding Medical Care Items for Condition

Update - Our team is currently investigating an issue where Medical Care Items that should be automatically added based on a Condition are not being added when the Condition itself is triggered automatically by a Test result. The workaround is to manually add the Condition, which will then trigger the Medical Care Item as expected.

If you are unsure whether or not your group uses this specific setup, please follow the steps below to review the Medical Condition field value setup:
Admin > Admin Options > Add/Edit Field Value
Customer Field = Medical Condition
Click on 'Select' for the Medical Condition you'd like to review
Scroll to the bottom of the screen and look for the following:
Is there is a Review Date Default selected? and is the checkbox for "Auto-Schedule Item based on Review Date/Time " checked with selections made under Item Type* and Item Name*?
If the answer is YES, you could be affected by this issue.
Mar 12, 2025 - 10:37 EDT

Update - Our team is currently investigating an issue where Medical Care Items that should be automatically added based on a Condition are not being added when the Condition itself is triggered automatically by a Test result. The workaround is to manually add the Condition, which will then trigger the Medical Care Item as expected.

If you are unsure whether or not your group uses this specific setup, please follow the steps below to review the Medical Condition field value setup:
Admin > Admin Options > Add/Edit Field Value
Customer Field = Medical Condition
Click on 'Select' for the Medical Condition you'd like to review
Scroll to the bottom of the screen and look for the following:
Is there is a Review Date Default selected? and is the checkbox for "Auto-Schedule Item based on Review Date/Time " checked with selections made under Item Type* and Item Name*?
If the answer is YES, you could be affected by this issue.
Feb 04, 2025 - 07:45 EST

Update - Our team is currently investigating an issue where Medical Care Items that should be automatically added based on a Condition are not being added when the Condition itself is triggered automatically by a Test result. The workaround is to manually add the Condition, which will then trigger the Medical Care Item as expected.

If you are unsure whether or not your group uses this specific setup, please follow the steps below to review the Medical Condition field value setup:
Admin > Admin Options > Add/Edit Field Value
Customer Field = Medical Condition
Click on 'Select' for the Medical Condition you'd like to review
Scroll to the bottom of the screen and look for the following:
Is there is a Review Date Default selected? and is the checkbox for "Auto-Schedule Item based on Review Date/Time " checked with selections made under Item Type* and Item Name*?
If the answer is YES, you could be affected by this issue.
Jan 13, 2025 - 09:14 EST

Investigating - Our team is currently investigating an issue where Medical Care Items that should be automatically added based on a Condition are not being added when the Condition itself is triggered automatically by a Test result. The workaround is to manually add the Condition, which will then trigger the Medical Care Item as expected.

If you are unsure whether or not your group uses this specific setup, please follow the steps below to review the Medical Condition field value setup:
Admin > Admin Options > Add/Edit Field Value
Customer Field = Medical Condition
Click on 'Select' for the Medical Condition you'd like to review
Scroll to the bottom of the screen and look for the following:
Is there is a Review Date Default selected? and is the checkbox for "Auto-Schedule Item based on Review Date/Time " checked with selections made under Item Type* and Item Name*?
If the answer is YES, you could be affected by this issue.
Nov 11, 2024 - 18:59 EST

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Past Incidents