Tiger Institute | Help Desk Ticket request
Tiger Institute for Health Innovation
Tiger Institute System Status
Cardiology Echocardiogram Intermittent PACS Outage
Monitoring - All patients should have all expected echo data and images loaded into cardiology PACS. Please check when you have time and call the Help Desk if you are still seeing missing images.
Apr 23, 2026 - 16:37 CDT
Investigating - S - Situation

Cardiology Echocardiograms are intermittently not crossing from some US machines to Change HealthCare Cardiology PACS.



B - Background

Starting the morning of April 22, 2026, the Cardiology department noticed that echocardiograms are intermittently not crossing Change HealthCare Cardiology PACS



A - Assessment

Change Health Care (vendor) is troubleshooting the issue and working to process the backlog of images. We are still experiencing some dropped images this morning, as well. To date, no ETA on issue resolution


R - Recommendation

We are asking user to keep a list of patients/FIN who have images listed as 'NA'. Once you have a list, place a ticket to the Help Desk (573-884-4357) and ask it to be routed to the local Cardiology team. We will work with the Change Healthcare (vendor) to ensure these images flow over once they have resolved the issue.
Apr 23, 2026 - 10:58 CDT
Voice Mail Server issues at CRMC
Monitoring - Fix will be implemented this evening at 5:30 there will be an hour from 5:30 to 6:30 where auto attendants and Voice mail will be impacted while the new server is being setup and configured.
Apr 23, 2026 - 13:18 CDT
Identified - The Voice Mail Server has been restarted and Voice Mail is currently functioning. The Server is still of concern, a new server is being built and will be deployed at 5:30 this evening.
Apr 23, 2026 - 10:22 CDT
Investigating - Situation: The CRMC Mitel Voice Mail Server is currently experiencing performance issues, this is affecting staff from retrieving their Voice Mails. The IT team is working with Towner to resolve this issue.

Background: Server that manages CRMC Voice Mail is currently experiencing performance issues.

Assessment: The server may require a rebuild and restored, no ETA available at this time.

Recommendations: Will provide updates as available. There is no need to submit tickets for this known issue.
Apr 23, 2026 - 09:57 CDT
Intermittent Issues Viewing PACS Images in PowerChart
Investigating - S Situation
________________________________________________________________________________
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
___________________________________________________________________________________

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
Experian - Patient Estimates transaction errors 4/13/26
Investigating - S Situation
________________________________________________________________________________
You may be receiving Patient Estimates with a zero amount, or they may be erroring out.

B Background
_________________________________________________________________________________
Estimates are erroring out or combing back with a zero amount.

A Assessment
__________________________________________________________________________________
Status (11:29 a.m. CT): Technical teams are working toward resolution.

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

Please communicate this to staff.
Apr 13, 2026 - 11:54 CDT
NurseCall 2026 Test-N-Inspect Schedule
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 06, 2026 - 08:00 CDT
Scheduled - S Situation

Nurse Call Test-N-Inspect is scheduled April 6-April 24. This event is a requirement to maintain the ‘life safety’ status of the system. Every known nurse call annunciation device will be tested and documented during this time.
________________________________________________________________________________


B Background

Nurse call is a primary alerting source for MUHC System for patient call, patient emergency, code blue, and staff assist. As a life safety alerting system, formal inspection is required.
_________________________________________________________________________________


A Assessment

Please familiarize yourself with the schedule below. During dates of impact, please prep patients and staff for disruption from alerting. Ideally, having an escort for the vendor as they go room-to-room would be appreciated.

Date Goal Stretch
Monday, April 6th MOI Start CCA Tower
Tuesday, April 7th CCA Tower Start UMH
Wednesday, April 8th. UMH
Thursday, April 9th UMH
Friday, April 10th UMH
Saturday, April 11th UMH/MOI/Keene Street Med Center OR's Go Home
Sunday, April 12th No Testing No Testing
Monday, April 13th PCT Start MUPC
Tuesday, April 14th MUPC
Wednesday, April 15th. MU Children's Hospital & Birthing Center
Thursday, April 16th. UPMB/Next Gen/Hitt Street Med Bldg
Friday, April 17th SPMB/Woodrail/MU Urgent Care
Saturday, April 18th. No Testing No Testing
Sunday, April 19th No Testing No Testing
Monday, April 20th Keene Med Bldg/ENT Center/Battle Avenue
Tuesday, April 21st Keene Street Med Center
Wednesday, April 22nd Clinics*
Thursday, April 23rd Clinics* - Ashland/Jackson Rd/Jeff City
Friday, April 24th

*Clinics Include:
Berrywood Medical Center
Broadway Urgent Care
Discovery Park Clinic
Ashland Family Medicine - Ashland
Jackson Road Medical Bldg - Boonville
Jefferson City Urgent Care - Jeff City

__________________________________________________________________________________


R Recommendation

Please alert staff of this schedule and upcoming certification testing.

___________________________________________________________________________________
Apr 6, 2026 08:00 - Apr 24, 2026 08:00 CDT
Cerner Rev Cycle - Displaced Queue
Investigating - S Situation

Revenue Cycle is currently experiencing an issue that is causing non-displaced patients to fall to the displaced queue.
________________________________________________________________________________


B Background

Patients are being identified on the displaced queue that are not in a displaced status.
_________________________________________________________________________________


A Assessment

Technical resources are engaged.
__________________________________________________________________________________


R Recommendation

Staff should not open any additional tickets with the help desk. Updates will be sent as more information is received.
__________________________________________________________________________________



Please communicate this to staff.
Mar 31, 2026 - 16:15 CDT
HealthCatalyst Not Loading in PowerChart
Investigating - S Situation

Multiple reports of HealthCatalyst tool not loading in PowerChart.
________________________________________________________________________________


B Background

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


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.
__________________________________________________________________________________


R Recommendation

Refer to Navex medication refill protocols to process medication refill requests. Stay tuned for updates.
___________________________________________________________________________________
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.
________________________________________________________________________________


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.
_________________________________________________________________________________


A Assessment

Resources have been engaged and are actively troubleshooting the issue.
__________________________________________________________________________________


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.
__________________________________________________________________________________



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 Partial Outage
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

Interface Engine Server Migration May 5, 2026 04:45-09:00 CDT

S Situation
The interface engine is migrating to a new server on 5/5/26 at 0445->0900.
________________________________________________________________________________


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


A Assessment

- At 0500 internal systems will begin migration. Migration will be in 3 phases because of the high volume.

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

- All connections expected to be completed and migrated by 0900.

- Systems Impact List:

LogixHealth
Optum360
StemSoft
3M
MModal
Transunion
Experian
GetWell
IDX
RevCyclePlus
EndoSoft
Audbase
Roche
Cerner
PowerScribe MU
McKesson PACS
VRAD MU
Bridge
MagView MU
Clairvia
PolySmith
AS-OBGYN
Butterfly POCUS
Flow
Arthrex
ScottCare MU
MARS
Oncore
ECIN
Pyxis
Spacelabs
Teletracking
TigerConnect
Omnicell
Verkada
Xltek
Amtelco
Aria MU
Heyex
Oncolog
PFT
StreamConnect
TherapySource
WoundVision
TONIC
TheraDoc
CipherHealth
Conserus
Epiphany
GECard
McKesson Card
Artera
Kyruus
PharmaForce
QPath
CBORD MU
MURJ
ARUP
RALS
TEG
VITEK
AXION
FORUM
BREG
CAREVIVE
PatientIQ
Verato

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


R Recommendation
If normal workflow is impacted for these systems, plan to use downtime procedures during this outage.
___________________________________________________________________________________

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

Please communicate this change to staff.
Posted on Apr 17, 2026 - 15:41 CDT
Apr 25, 2026

No incidents reported today.

Apr 24, 2026

No incidents reported.

Apr 23, 2026

Unresolved incidents: Cardiology Echocardiogram Intermittent PACS Outage, Voice Mail Server issues at CRMC, Intermittent Issues Viewing PACS Images in PowerChart.

Apr 22, 2026
Referral Management is not Performing As Expected
Resolved - This issue is resolved. Users should log out of Citrix and back in for full resolution of the issue.
Apr 22, 13:19 CDT
Update - This issue is resolved. Users should log out of Citrix and back in for full resolution of the issue.
Apr 17, 13:19 CDT
Investigating - S Situation
________________________________________________________________________________
Referral Management tool within Revenue Cycle is prompting a required sign into into http://univmoea2.cernerasp.com. Cancelling this log-in window causes additional errors and system performance issues, however end-users do not have the appropriate credentials to successfully log into this pop-up window.

B Background
_________________________________________________________________________________
Referral Management within Revenue Cycle is the tool that is used to schedule new patients to a service that they were referred to primarily using the Ambulatory Referral orders.

A Assessment
__________________________________________________________________________________
Tiger Institute and Oracle Health teams are engaged and investigating the issue and seeking resolution to this issue.

R Recommendation
___________________________________________________________________________________
Until this issue is resolved, the recommended workaround is to access Referral management through PowerChart; users will need to schedule the referral appointments manually in RevCycle scheduling and then manually associate the appointment to the Referral.
Any issues following this work, please report to the help desk.
Apr 17, 13:19 CDT
Apr 21, 2026
DNA Spaces Connector Upgrade -- 4/21/26 -- MobileView Impacted
Completed - The scheduled maintenance has been completed.
Apr 21, 09:30 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 21, 09:00 CDT
Scheduled - S Situation

DNA Spaces Connector will be upgraded versions on 4/21/26 from 0900-0930.
________________________________________________________________________________


B Background

DNA Spaces to MobileView Connector allows for real time location services for asset tracking, staff safety, infant protection, and temperature monitoring.
_________________________________________________________________________________


A Assessment

This effort is expected to take up to 30 minutes. There will be intermittent downtimes associated with the upgrade. During the downtime location services will be impacted.

- 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.

___________________________________________________________________________________

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

Please communicate this change to staff.
Apr 7, 10:04 CDT
Apr 20, 2026

No incidents reported.

Apr 19, 2026

No incidents reported.

Apr 18, 2026

No incidents reported.

Apr 17, 2026
Apr 16, 2026
EMERGENCY MAINTENANCE -- Alarm Management -- Alerts Received For Wrong Units
Completed - The scheduled maintenance has been completed.
Apr 16, 09:30 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 16, 09:00 CDT
Scheduled - S Situation

Oracle Health Cloud Team will be performing maintenance on the alarm management solution.
________________________________________________________________________________


B Background

There has been a multi-week issue with alarms being received by staff for units they are not assigned to.
_________________________________________________________________________________


A Assessment

To fix the issue, OH Cloud Team needs to completely restart event management services. This will result in 5-10 minutes of downtime impact for alarms.
__________________________________________________________________________________


R Recommendation

Please monitor primary alarm sources (nurse call console phones, spacelabs central monitors, etc.)
__________________________________________________________________________________



Please communicate this to staff.
Apr 16, 08:42 CDT
Apr 15, 2026
EMERGENCY MAINTENANCE -- Interface Engine Downtime
Completed - The scheduled maintenance has been completed.
Apr 15, 10:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 15, 09:00 CDT
Scheduled - S Situation

The Interface Engine is experiencing issues in transmitting ADT, Orders, Results, etc messages.
________________________________________________________________________________


B Background

The cloverleaf interface engine is experiencing unplanned real-time processing issues.
_________________________________________________________________________________


A Assessment

IT is working on remediating the slowness with a reboot of the server. Real time transactions are already delayed and should return to real-time after reboot.

IMPACTED APPLICATIONS:
LogixHealth
Optum360
StemSoft
3M
MModal
Transunion
Experian
GetWell
IDX
RevCyclePlus
EndoSoft
Audbase
Roche
Cerner
PowerScribe MU
McKesson PACS
VRAD MU
Bridge
MagView MU
Clairvia
PolySmith
AS-OBGYN
Butterfly POCUS
Flow
Arthrex
ScottCare MU
MARS
Oncore
ECIN
Pyxis
Spacelabs
Teletracking
TigerConnect
Omnicell
Verkada
Xltek
Amtelco
Aria MU
Heyex
Oncolog
PFT
StreamConnect
TherapySource
WoundVision
TONIC
TheraDoc
CipherHealth
Conserus
Epiphany
GECard
McKesson Card
Artera
Kyruus
PharmaForce
QPath
CBORD MU
MURJ
ARUP
RALS
TEG
VITEK
AXION
FORUM
BREG
CAREVIVE
PatientIQ
Verato
__________________________________________________________________________________


R Recommendation

Please use any downtime procedures if the slowness is impacting your workflow.
__________________________________________________________________________________



Please communicate this to staff.
Apr 15, 08:59 CDT
Apr 14, 2026

No incidents reported.

Apr 13, 2026

Unresolved incident: Experian - Patient Estimates transaction errors 4/13/26.

Apr 12, 2026

No incidents reported.

Apr 11, 2026

No incidents reported.

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