Cloud imaging issue!!

[drdougortho]

Whats going on with Orthotrac cloud imaging and photos not going from imaging local up to the cloud?!  We called and was told its been an issue for days... and we get the pop up on the software that says u guys know its an issue and your sorry etc. etc.   This SEVERELY hampers our work flow as it does for anyone using the cloud version!   Totally unacceptable for this to drag on for 3 days  already AND for the lack of communication from carestream to its users until day 3!!!   How about getting out in front of the issue and notifiying cloud users BEFORE we all start calling and jamming up your lines!  You owe it to your customers to compensate us somehow AND to get this fixed yesterday.

[matt_ackerman]

We have identified a temporary abatement which we are applying immediately, and you should notice an improvement to the service as early as the morning of 2/3/2017.

[matt_ackerman · Accepted solution]

It appears that the fix has (finally) taken effect.  Your images should be appearing normally now.  Please let us know if you have additional issues.

[drdougortho]

We had another issue again last week and was told it was system wide.... HOWEVER, we've been having PAINFULLY slow upload times from Local to Cloud imaging for over a month... support keeps saying looks ok... i email directly to the imaging contact i have (Brian Rossman) multiple times and never get a response.   it is happening in both offices/accounts, and is to the point i have to take the time to upload to Google drive to be get it to other cpu's to view with my patients.  Absolutely crippling our flow.  Its like my multiple requests for help have been ignored, and i just cant afford the time to sit on with support when i know they don't help.  Additionally, we keep getting a notice on our aquisition computers that there is an update for imaging... and when we call about it, they say there is really no update?  What is that about??

[davidadamcash]

Doctor Palaganas,

We apologize for the delay.  We have been in contact with the Great Neck location, and are setting a time to contact your other location. 

[drdougortho]

Sorry to say, the temporary fix is not working as of this AM

[matt_ackerman]

thank you for letting us know -- we have the team looking at it now.

[matt_ackerman]

Our Cloud team has been actively working to address the issue with the image upload and we believe we should have a resolution to that issue very soon.  

I will know more a little later today and will update this space with new details as they are available.

Separately, we are in the process of rolling out a new notification system that will allow us to send you emails and text messages about your server status.  I would love to be able to introduce it to you -- if you send me an email with your contact info, I will be enroll you in our early release of that.

[SAOSAng]

This is obviously an ongoing issue for multiple people. We are still having this issue. last time we were told 8-12 min was acceptable for the upload. Today it is at 23 minutes before it hits the cloud. This is totally unacceptable as our consult appts are only scheduled for 30 minutes, not to mention surgical situations. Everyday for the past 7 months it is something! It was better before you broke it with the migration. The most we ever waited to see it was 1 minute.

[drdougortho]

Please updates would be great as they come in.