IDEXX Software Incident History

This incident has been resolved.

The issue preventing users from loading the application has been resolved. Our team identified the root cause and implemented a fix. All systems are operational, and we are actively monitoring the application to ensure ongoing stability.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

The issue has been identified and a fix is being implemented.

Our technical team are currently investigating reports of degraded performance occurring with ezyVet in the **USE2** region We apologize for the inconvenience this is causing – we will provide an update as soon as we have more information.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be undergoing scheduled maintenance during this time.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are currently investigating an issue with users not being to see images in the viewer.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

We are continuing to investigate the issue with Import and Export, and are now also looking at issues with loading patients and images. We will update shortly.

WE are currently investigating an issue with Import & Export functionality in Web PACS.

This incident has been resolved.

A fix has been applied and we're monitoring the system.

We are continuing to investigate reports of this issue. Until it is resolved, please use Empty Cache and Hard Reload as needed.

A fix has been applied and we're monitoring the system.

The Neo team is aware of an issue impacting IDEXX Payments transactions. We are working with our IDEXX Payments partners to understand the root cause.In Google Chrome, please Empty Cache and Hard Reload to resolve the issue.Mac- Open the page you want to refresh.- Open Chrome DevTools using Command (⌘) + Option + I.- With DevTools open, click and hold or right-click the Reload button beside the address bar.- Select Empty Cache and Hard Reload.Windows- Open the page you want to refresh.- Open Chrome DevTools using Ctrl + Shift + I or F12.- With DevTools open, click and hold or right-click the Reload button beside the address bar.- Select Empty Cache and Hard Reload.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be undergoing scheduled maintenance during this time.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be undergoing scheduled maintenance during this time.

The scheduled maintenance his still in progresss

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be undergoing scheduled maintenance during this time.

This incident has been resolved.

Our Technical Team is currently investigating a performance issue affecting the Smart Flow App and Web platform, where information is not syncing correctly across devices.We apologize for the inconvenience this is causing and appreciate your patience. We will provide an update as soon as more information becomes available.

This incident has been resolved.

A fix has been implemented and we are monitoring the results.

Our technical team are currently investigating reports of degraded performance occurring with ezyVet in the USE1 region We apologize for the inconvenience this is causing – we will provide an update as soon as we have more information.

This incident has been resolved.

A fix has been implemented and we are monitoring the results. It is possible that some PIMS authentications will continue to fail until all open sessions are expired (6:30pm Eastern).

The issue is related to our "feature flag" vendor, and the fix requires a straightforward redeployment which we are preparing now. Only some customers are impacted, with a variety of potential outcomes across different pages, including but not limited to:* Successful login to VetConnect PLUS or WebPACS may lead customer to activation page* Homepage may be missing In Process column* Results page may be missing a variety of features

We are currently investigating an issue with our authentication.

This incident has been resolved.

We are currently investigating an issue where some users are not able to read cases.

The scheduled maintenance has been completed.

DICOM should now be working but will be slow while the system catches up on the backlog of images. The team will continue to verify the changes. Will update again soon.

Maintenance is delayed while the team tries to resolve an issue with Dicom Send. Will update again by 11:00 ET

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be deploying urgent updates to optimize performance and stability. The system will be temporarily unavailable for approximately 40-60 minutes. We sincerely apologize for this short-notice interruption and any inconvenience it causes to your workflow.

This incident has been resolved and all transcriptions re-generated.

A fix has been implemented and transcriptions are starting to generate successfully. We are continuing to monitor the system and will begin re-generating failed transcriptions.We will provide another update once all failed transcriptions have been re-generated.

The Neo team is aware of an issue impacting customers when generating AI Assisted Notes transcriptions.We are working on a fix and will post another update as soon as we learn more.

The scheduled maintenance has been completed.

Scheduled maintenance is currently in progress. We will provide updates as necessary.

We will be undergoing maintenance at this time. Customer Impact:During the maintenance window, all active users will be logged out. Users can log right back in, but anyone returning later will need to enter their credentials again.

This issue has been resolved, and we have confirmed SMS services for Singapore are now restored.Thank you for your patience as we worked through resolving this issue. We will resume our standard monitoring processes for any further service disruption.

Our technical team has identified an issue affecting ezyVet SMS services for customers in Singapore.We are working with our third‑party provider, Twilio, to resolve the issue and restore service as quickly as possible.In the meantime, we recommend using alternative communication methods such as email or phone. We apologise for the disruption and will share an update as soon as more information is available.

This incident has been resolved.

A fix has been implemented and performance has recovered. We're continuing to monitor the system.

The Neo team is investigating reports of degraded performance impacting areas such as, but not limited to:- Sharing patient records- Displaying diagnostic resultsWe are working to restore normal performance. We apologize for any inconvenience and will post another update as soon as we learn more.

This issue has been resolved.

A fix has been implemented and we are monitoring the results.

We are aware of and working to resolve an issue with some plan management tasks (i.e. placing a plan on hold, canceling a plan). Note that plan enrollment, plan utilization, and general administrative functions are not impacted. Follow here for progress updates.

A fix has been implemented and this incident is resolved.

The Neo team is aware of an issue impacting viewing diagnostic results within Neo.Until the issue is resolved:- View results directly in your diagnostic partners’ portals.We are working on a fix and will provide another update no later than 5:00PM ET, July 7.