Tiger Institute | Help Desk Ticket request
Tiger Institute for Health Innovation
Tiger Institute System Status
US Cellular & T-Mobile Customers Unable to Enter Call Prompts
Update - The MU Telecom team is continuing to work with US Cellular & T-Mobile to address this widespread issue.
Mar 06, 2026 - 15:52 CST
Identified - S Situation
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US Cellular & T-Mobile customers calling in to MU Health Care and MU Campus call centers are currently unable to make keypad selections when prompted. US Cellular & T-Mobile are aware of this widespread issue affecting more than just MUHC, and engineers are working to resolve. Other cellular providers have not acknowledged this issue, but there have been sporadic reports today of similar issues for AT&T customers.

B Background
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US Cellular & T-Mobile customers are unable to make keypad selections when calling into MUHC and MU call centers. If a call center asks for a number/prompt to be entered, these cellular customers are unable to enter a number/prompt to properly route the call.

A Assessment
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US Cellular & T-Mobile have acknowledged this problem and they are working to resolve. At this time, this failure is at the cellular carrier level and not the MUHC and MU Campus level.

R Recommendation
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Follow this Statuspage for further updates.
Mar 05, 2026 - 16:15 CST
Network Issue Impacting Access to Multiple Applications
Monitoring - A fix has been implemented and IT teams are monitoring systems for performance.

If new access issues arise, please call the Help Desk at 882-4357.
Feb 24, 2026 - 13:46 CST
Investigating - S Situation

An issue has been reported that users are unable to access various applications
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B Background

Applications currently impacted (this may not be an all inclusive list):
Qualtrics
Cipher
Solventum
Micromedex
Polysmith
UKG
Tiger Connect
MFA
VDI issues
Citrix Cloud issues
MUHEALTHCARE intranet
PowerShare
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A Assessment

IT Teams are engaged and actively working on a resolution.
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R Recommendation

Please follow downtime procedures for these applications at this time.
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Please communicate this to staff.
Feb 24, 2026 - 12:41 CST
Intermittent Issues Viewing PACS Images in PowerChart
Investigating - S Situation
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Images are not always accessible when trying to view them via PowerChart.

B Background
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Due to a backlog of archiving studies, users may not be able to view images within the PowerChart application.

A Assessment
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Several teams are implementing strategies to reduce the archival backlog and improve image readiness for display within the PowerChart application.

R Recommendation
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If your image is not viewable with the PowerChart application, you can use one of the following solutions to view the image:

Radiology Station Lite
Change Healthcare Radiology

Please note, if you are unable to login to either of these alternative solutions, please call the Help Desk (573 884 HELP) requesting access to Change Healthcare Radiology PACS (McKesson).
Feb 24, 2026 - 16:08 CST
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, March 15, 2026 Mar 15, 2026 00:00-07:00 CDT

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, March 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 Mar 10, 2026 - 09:13 CDT

CRMC Interface Engine Server Migration Mar 25, 2026 05:45-08:00 CDT

S Situation

The interface engine is migrating to a new server on 3/25/26 at 0545->0800 for CRMC specific interfaces.
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B Background

The Interface Engine is MUHC’s integration engine allowing real-time communication between the EHR and third party systems.
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A Assessment

- At 0600 internal systems will begin migration. This will be quick and a brief interruption in real-time data flow for most systems.

- VPN specific connections will migrate after but take a little more time.

- All connections expected to be completed and migrated by 0800.

- Systems Impact List:

Radimet
PowerScribe
MUSE
Fuji Synapse
Fuji CV
MagView
LungView
VRAD (VPN)
Pyxis
Amtelco
PACSGEAR
FormFast
CBORD
Aria
Breeze
XLTEK
Telcor
ScottCare
UDS (VPN)
MedKeeper (VPN)
CleveMed (VPN)

This work is an effort to move these systems to a more stable integration environment.

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R Recommendation

If normal workflow is impacted for these systems, plan to use downtime procedures during this outage.
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Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Posted on Mar 10, 2026 - 16:03 CDT
Mar 13, 2026

No incidents reported today.

Mar 12, 2026

No incidents reported.

Mar 11, 2026
ABN Issue - Form Populating in Error
Resolved - This issue has been resolved.
Mar 11, 14:37 CDT
Investigating - S Situation

When scheduling Medicare Patients for specific exams, test, and/or procedure, there is a Medical Necessity check that is completed at the time of order entry. Currently, it has been discovered that there is an issue with the Medical Necessity check in PowerChart "failing", which then prompts the Advance Beneficiary Notice to be generated for the patient to sign. In some of these cases, the Advance Beneficiary Notice is not necessarily needed for an approved diagnosis code according to CMS's regulations.
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B Background

CMS requires that Medicare patients must have a Medical Necessity check completed before services are rendered. The Medical Necessity check is reviewing for an approved diagnosis code and/or frequency of the appointment. If this does not happen before the patient has services, the organization runs the risk of absorbing that cost. Medicare Patients are presented an Advance Beneficiary Notice at the time of arrival that includes price transparency about the appointment. The patient is able to make a better-informed decision about their care when this form is presented.
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A Assessment

It has been identified that there is an issue within the Medical Necessity check causing some appointments to "fail" for specific diagnosis codes. At the time of order entry, the physician/clinical has the opportunity to update to the correct diagnosis code for the specific procedure/test an Advance Beneficiary Notice will not populate for the patient to sign. However, it has been determined that there are some diagnosis codes that still "fail". Vendor resources have been engaged and are actively working on the issue.
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R Recommendation

The ordering clinician should review the CMS website to ensure the diagnosis code is correct. Once this has been reviewed a comment can be placed in the order comments. If the diagnosis code on the order is not correct according to the CMS website a new code should be selected and updated on the order. An encounter comment can then be placed by scheduling team of approval per CMS in which the CCI team will bypass the ABN. ABN’s will still be presented to patients for those still failing without an approval comment.

Here is the link for the CMS’s website:
https://www.cms.gov/medicare-coverage-database/search.aspx


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Please communicate this to staff.
Feb 27, 14:26 CST
AT&T outage in Audrain County affecting MUHC sites
Resolved - Internet service in Audrain County appears to have been restored around 9:30pm last night. Please report any further connectivity issues to Help Desk at 573.884.4357.
Mar 11, 08:01 CDT
Identified - The issue has been identified and a fix is being implemented.
Mar 10, 13:38 CDT
Investigating - S Situation

MUHC facilities in Audrain County have been offline since approximately 10:30am.

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B Background

AT&T's outage site reflected Internet and cellular outages in the area around the time staff at the affected locations reported issues.
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A Assessment

Networking resources have confirmed total disruption to Audrain Family Medicine and Urgent Care facilities. AT&T's site currently projects an ETA of 3/11/2026 1:27AM for service restoration.
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R Recommendation

Cellular failover is not an option since the outage appears to be affecting both cellular and terrestrial Internet services. Clinics will need to continue operating offline until one or both services are restored. For most current status on restoration timeline, refer to https://www.att.com/outages.
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Please communicate this to staff.
Mar 10, 13:37 CDT
Mar 10, 2026

Unresolved incident: US Cellular & T-Mobile Customers Unable to Enter Call Prompts.

Mar 9, 2026

No incidents reported.

Mar 8, 2026

No incidents reported.

Mar 7, 2026

No incidents reported.

Mar 6, 2026
Mar 5, 2026
Mar 4, 2026
Eligibility is Down in Revenue Cycle
Resolved - This issue has been resolved.
Mar 4, 13:07 CST
Investigating - S Situation

Staff are unable to run eligibility through Revenue Cycle.
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B Background

This impacts front end users that are attempting to validate patient insurance during scheduling or arrival.
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A Assessment

All resources are engaged
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R Recommendation

Please share this information with your staff and have staff run eligibility through Payer sites.
Mar 3, 14:35 CST
Mar 3, 2026
Clinical AI Agent experiencing delays with note generation
Resolved - Oracle Health has reported the timeframe for CAA note generation has returned to normal.
Mar 3, 16:50 CST
Investigating - CAA users are experiencing slowness in note generation and delays when attempting to review a CAA audio recording, these app delays are due to issues within Oracle Cloud infrastructure that are currently being investigated.

Oracle Health CAA team is communicating that ALL notes will be successfully generated, but delay is expected for the time being.
Mar 3, 08:59 CST
Clinical AI Agent displaying special characters in generated text
Resolved - This incident has been resolved.
Mar 3, 08:51 CST
Identified - Oracle Health CAA engineering team was able to identify the underlying issue that is causing quotations and apostrophe to be replaced with odd symbols. This engineering team is actively working on a fix and targeting a resolution to this issue within the next 24 hours.
Feb 24, 16:56 CST
Investigating - S Situation

Special characters are displaying instead of expected quotation marks when CAA generated text displays in workflow or clinical note.
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B Background

Oracle Health CAA Operations team is investigating this issue of special characters disrupting the generated text across multiple healthcare systems utilizing CAA.
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A Assessment

Oracle Health CAA Operations team has identified that quotation marks used by CAA are being converted into these disruptive special characters. The CAA Operations team is actively investing thing issue.
__________________________________________________________________________________


R Recommendation

As always, carefully review CAA text prior to committing the text to clinical documentation, edit/modify text as appropriate prior to signing the note.
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Please communicate this to clinical staff who utilize CAA to assist with clinical documentation.
Feb 24, 12:51 CST
Mar 2, 2026
Cloverleaf Interface Engine -- Emergency Maintenance -- 1230-1400
Completed - We are caught back up and real-time transactions are caught up and flowing.
Mar 2, 16:52 CST
Verifying - Maintenance is completed and the team is currently working through processing all queued messages from during this time. An update will be sent once all operations return to real-time.
Mar 2, 14:12 CST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 2, 12:30 CST
Scheduled - S Situation

The interface engine is currently experiencing real-time processing latency. Emergency maintenance is scheduled for 1230->1400 today to resolve these delays.
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B Background

The Cloverleaf interface engine serves as the primary integration hub for MUHC and CRMC, facilitating real-time data exchange between the EHR and third-party applications.
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A Assessment

Downtime is estimated to be about 90 minutes. Impact is limited to patient movement (registration, bed transfers, etc.), patient scheduling, charges, orders, and results. These transactions will queue during the maintenance window and automatically process once the system is restored.

EHR applications, like FirstNet, PowerChart, etc. functionality will not be impacted. Only communication to and from third-party systems.
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R Recommendation

Treat this window as a scheduled downtime for third-party systems integrated with the Cloverleaf Engine. Please follow standard downtime procedures if you encounter operational impact.
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Please communicate this to staff.
Mar 2, 11:10 CST
MobileView Upgrade 2/25/26 0900-1500
Resolved - This incident has been resolved.
Mar 2, 11:03 CST
Update - S Situation
We will be upgrading the current MobileView version from 5.6 to 5.8. Per the vendor’s recommendation, this maintenance is scheduled for February 25, 2026, from 9:00 AM to 3:00 PM.
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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.
_________________________________________________________________________________

A Assessment
We should expect up to 6 hours of downtime during the 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'
__________________________________________________________________________________

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.
___________________________________________________________________________________

Please reach out to Cody Schwartz (schwartzcm@umsystem.edu) if there are any concerns surrounding this work and/or the planned downtime.
Any issues following this work, please report to the help desk.
Please communicate this change to staff.
Feb 24, 12:49 CST
Investigating - S Situation
We will be upgrading the current MobileView version from 5.6 to 5.8. Per the vendor’s recommendation, this maintenance is scheduled for February 25, 2026, from 9:00 AM to 3:00 PM.
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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.
_________________________________________________________________________________

A Assessment
We should expect up to 6 hours of downtime during the 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'
__________________________________________________________________________________

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.
___________________________________________________________________________________

Please reach out to Cody Schwartz (schwartzcm@umsystem.edu) if there are any concerns surrounding this work and/or the planned downtime.
Any issues following this work, please report to the help desk.
Please communicate this change to staff.
Feb 19, 10:59 CST
Mar 1, 2026
University Campus -- Cisco Finesse Issues
Resolved - A fix has been implemented. If issues still persist, please call the University of Missouri Campus Help Desk at 573-882-5000.
Mar 1, 11:56 CST
Investigating - Cisco Finesse problem
New incident: Investigating
Several people have reported that Cisco Finesse is having issues at the MU Hospital. Techs are looking into the problem now.
Continue to check University Campus Status Pages for updates.
Mar 1, 10:17 CST
Feb 28, 2026

No incidents reported.

Feb 27, 2026
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