Tiger Institute | Help Desk Ticket request
Tiger Institute for Health Innovation
Tiger Institute System Status
HealthCatalyst Not Loading in PowerChart
Investigating - S Situation

Multiple reports of HealthCatalyst tool not loading in PowerChart.
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B Background

The HealthCatalyst tool embeds refill protocols in the PowerChart medication refill process. This expedites refill requests generated from pharmacies.
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A Assessment

Users from various clinics reported the HealthCatalyst tool is not loading this morning. Issue submitted to the Helpdesk and the HealthCatalyst vendor portal.
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R Recommendation

Refer to Navex medication refill protocols to process medication refill requests. Stay tuned for updates.
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Nov 12, 2025 - 08:55 CST
Cerner Rev Cycle - Date of Birth Incorrectly Defaulting Year
Investigating - S Situation

Users are experiencing an issue when entering the patient's date of birth.
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B Background

While in a patient level registration conversation, the patient's date of birth is defaulting to 2025 as soon as the user enters the 2.
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A Assessment

Resources have been engaged and are actively troubleshooting the issue.
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R Recommendation

If they encounter this issue, users need to go to the Encounter Perspective and update the date of birth there. Additional help desk tickets are not needed.
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Please communicate this to staff.
Aug 01, 2025 - 09:31 CDT

About This Site

Welcome to the System Status page for Tiger Institute. This page notifies users of outages or degraded service for a number of the Tiger Institute IT Systems at MU HealthCare. Sign up if you would like to receive email notifications on particular systems.

Cerner applications (PowerChart, RevCycle, FirstNet, SurgiNet, etc) Operational
Athena IDX Operational
Nurse Call/ASCOM Operational
Paging/TigerConnect Operational
Interface Engine Gateway Operational
Network/Phone Services Operational
PACS Operational
Teletracking Operational
Spacelabs Operational
Virtual Desktops Operational
Exchange/Email Operational
Active Directory Operational
Other Tiger Institute IT solution Operational
Health Information Exchange (HIE) Operational
HealtheIntent Operational
Laptop/Desktop Computers Operational
Staff Duress and Temperature Monitoring Solutions Operational
Microsoft Office Apps Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Scheduled Maintenance

athenaIDX Hosting / Private Cloud Monthly Preventative Maintenance Sunday, February 15, 2026 Feb 15, 2026 00:00-07:00 CST

S Situation
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• Athena IDX has scheduled monthly preventative maintenance during the maintenance window

B Background
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• Test servers are patched with the released Microsoft patches for the current month
• Production servers are patched with the Microsoft patches that were released the previous month

A Assessment
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• Sunday, February 15, 2026 12:00 AM - 7:00 AM Central Time
• During the PM window all sites have the potential to be impacted by infrastructure/networking changes,
patches and maintenance

R Recommendation
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Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Posted on Feb 10, 2026 - 08:19 CST
Feb 11, 2026
Network Maintenance | UH, CCA, CS&E, MUPC, McHaney, Hitt St.
Completed - The scheduled maintenance has been completed.
Feb 11, 05:15 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 11, 00:00 CST
Scheduled - S Situation
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The Hospital Network team is performing maintenance on the network infrastructure serving UH, CCA, CS&E, MUPC, McHaney Hall, and Hitt Street Medical Building on February 11th, 2026, from 12am until 5am. This maintenance will result in a brief 1–2-minute network interruption for each location listed below.

B Background
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An upgrade to the network infrastructure is required to replace end of life equipment. Each location listed below will be migrated floor by floor to the updated equipment, which will result in a brief 1–2-minute interruption.

A Assessment
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The following locations will be migrated floor by floor to the updated equipment, resulting in a brief 1–2-minute network interruption as components are moved. Systems and devices are expected to reconnect on their own without any user intervention. Only one floor will be moved at a time during the 12am-5am change window.

UH
-Ground floor through 7th floor (East and West for each floor)
-Tiger Avenue Parking Structure (MAG)
-1st floor Lobby
-2nd floor Lab

CCA
-Ground floor through 7th floor

CS&E
-Ground floor through 7th floor

MUPC
-Ground floor through 3rd floor

McHaney Hall
-Ground floor through 5th floor

Hitt St. Medical Building
-1st floor through 4th floor

R Recommendation
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Please communicate this change to staff working during this time.

Contact the Help Desk at 573-884-HELP following this work to report any issues.
Feb 4, 12:04 CST
Feb 10, 2026
MobileView Emergency Maintenance
Completed - The scheduled maintenance has been completed.
Feb 10, 15:00 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Feb 10, 14:00 CST
Scheduled - S Situation

MobileView requires emergency maintenance. Per the vendor's recommendation, this maintenance will be begin at 2pm today and last for roughly 1 hour.
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B Background

MobileView is UHC's enterprise system for real time location services for asset tracking, staff safety, infant protection system, and temperature monitoring.
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A Assessment

We should expect up to 30 minutes of downtime sometime during the 1 hour change window. During this time:
• Staff Duress may not show correct location of duress event.
• Temp Monitoring may not show correct location of monitor placement for excursions.
• Asset Tracking may not show correct location of assets.
• Hugs tracking may not show the correct location or appear to be in 'downtime mode'
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R Recommendation

During the downtime:
• For Staff Duress: Use unit procedures for alternative alerting for duress events.
• For Temp Monitoring: Use name of asset to help locate device
• Asset Tracking: Wait until after downtime or use previous known location.
• For Hugs: Doors will still alarm and patients can be admitted / discharged. Do not use HUGS for patient location tracking.

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Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Feb 10, 13:00 CST
Feb 9, 2026

No incidents reported.

Feb 8, 2026

No incidents reported.

Feb 7, 2026

No incidents reported.

Feb 6, 2026

No incidents reported.

Feb 5, 2026

No incidents reported.

Feb 4, 2026

No incidents reported.

Feb 3, 2026
Experian - Alert - Multiple products, processing delay and errors 2/3/26
Resolved - This incident has been resolved.
Feb 3, 13:02 CST
Investigating - S Situation
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You may be experiencing processing delays or errors when using the following products:

• Eligibility Verification
• Identity Verification
• Patient Estimates
• Patient Financial Clearance
• Authorizations
• Notice of Care (Notice of Admission)
• Enhanced Claim Status
• Claim Status
• Coverage Discovery
• PaymentSafe
• Order Manager
• Registration Quality Assurance
• Medical Necessity
• Registration Accelerator
• Patient Financial Advisor
• Patient Access Curator

B Background
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Users are experiencing processing delays and errors with multiple Experian products.

A Assessment
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10:30 a.m. CT - Technical teams are engaged

R Recommendation
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Updates will be sent as additional information is received.

Please communicate this to staff.
Feb 3, 10:53 CST
Tiger Connect Intermittent Issues
Resolved - This incident has been resolved by the vendor.
Feb 3, 11:10 CST
Update - We are continuing to investigate this issue with the Tiger connect vendor.
Jan 20, 16:52 CST
Investigating - S Situation
TigerConnect is experiencing inconsistent functionality sending messages for some users. This could have an impact on patient care due to messages not being received in a timely fashion.

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B Background
We are monitoring the situation with the vendor. This is not a wide spread issue at this point.
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A Assessment
IT is currently working with Pro Support from Tiger Connect to find a resolution to this issue.
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R Recommendation
If you do not receive a response to your message in Tiger Connect in a timely fashion, reach out to the recipient via a different communication method to verify that they have received it.
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Please communicate this to staff.
Jan 17, 13:13 CST
Feb 2, 2026

No incidents reported.

Feb 1, 2026

No incidents reported.

Jan 31, 2026

No incidents reported.

Jan 30, 2026

No incidents reported.

Jan 29, 2026

No incidents reported.

Jan 28, 2026
MUHC Microsoft Patch Deployment
Completed - The scheduled maintenance has been completed.
Jan 28, 15:00 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jan 28, 09:00 CST
Update - We will be undergoing scheduled maintenance during this time.
Jan 26, 06:46 CST
Scheduled - S Situation

MUHC Desktop and Laptop computer Security patches/updates will be applied this week. Patches will be made available on Monday, January 26th at 1:00am and can be downloaded and installed at your convenience. If the patches/updates have not been applied by Wednesday, January 28th at 9:00am, they will be forced to install on all desktop and laptop computers throughout the health system at that time. There will be a six-hour grace period to reboot all desktop and laptop computers before a forced reboot will occur at 3:00pm to ensure the patches/updates are applied.
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B Background

Microsoft releases security patches and software updates monthly and these updates are required the ensure our systems are secure and protected from security exploits. Patches are made available for all desktop and laptop PCs on the Monday preceding the 4th Wednesday of the month at 1:00am and are required to be installed/applied by 9:00am on Wednesday of that same week. At 3:00pm on that Wednesday, all desktop and laptop computers will reboot to fully install the required patches/updates if they have not been applied to date. _________________________________________________________________________________

A Assessment

To ensure the security of our systems, security updates are deployed monthly, and we require that they be installed in a timely manner. For this reason, we have set a deadline for the installation of the updates on Wednesday at 9:00am.
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R Recommendation

Please download and install the updates Monday or Tuesday and reboot at a time that works for you. If you have any questions or concerns, please contact the Hospital Help Desk at 573-884-4357.
Jan 26, 06:45 CST
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