Microsoft Office 365 Errors on Tap&Go/VDI
Update - We are continuing to work towards a resolution with Microsoft and other support teams. Please use the workaround below to access Microsoft Office apps on Tap&Go/VDI until this licensing issue is resolved.

Workaround:
If a Microsoft Office application is unavailable due to this licensing issue, search for the affected app within Citrix Workspace to use the Citrix hosted app. Additionally, Microsoft Office apps can be accessed from office.com using your username@umsystem.edu login. Note that using the office.com website will not be compatible with files/data on MU Health Care local storage such as MyDocs or Departmental Data.
Oct 19, 2026 - 15:06 CDT
Investigating - S Situation
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We are currently investigating the errors seen in Office 365 apps on Tap&Go/VDI devices. Laptop and Desktop computers are not impacted at this time. All necessary teams are engaged and working with vendors and partners to identify a potential licensing issue.

B Background
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Microsoft licensing isn't working properly on Tap&Go/VDI at this time. All necessary resources are engaged and working to resolve.

A Assessment
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Apps like Teams, Outlook, SharePoint, OneDrive, Excel, Word, etc. aren't working for some users due to a Microsoft licensing error. As a workaround, staff can temporarily use Citrix hosted Microsoft Office apps by searching for the app name in Citrix Workspace.

R Recommendation
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Use the workaround in the Assessment portion of this SBAR, and follow this Statuspage for more updates.
Oct 19, 2026 - 10:34 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 Degraded Performance
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance

Oct 19, 2026

TigerConnect Maintenance
Completed - The scheduled maintenance has been completed.
Oct 19, 08:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 16, 08:00 CDT
Scheduled - S Situation

TigerConnect will be performing scheduled maintenance overnight this coming weekend, Friday, October 16th – Sunday, October 18th 2026.
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B Background

Maintenance Schedule Detail
•Date: Friday, Saturday, and Sunday October 16-18
•Time: 11pm - 5am CST (each night/early morning) 
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A Assessment

Possible Impact 

During the hours of 11 pm to 5 am, you may experience slowness related to the upgrade:
 
-Searching for staff, roles, and teams
-Looking up patients
-Message delivery
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R Recommendation

Downtime is not expected.
If delays start to impact patient care, call the help desk at 573-884-4357. Telecom leadership will decide if downtime process should be used. As a reminder, the downtime process for Tiger Connect outage is utilizing overhead paging. Contact the hospital operator to communicate with other clinicians. They will help facilitate that communication.
___________________________________________________________________________________

Please communicate this change to staff.
Oct 14, 09:46 CDT

Oct 18, 2026

athenaIDX Hosting / Private Cloud Monthly Preventative Maintenance Sunday, October 18, 2026
Completed - The scheduled maintenance has been completed.
Oct 18, 07:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 18, 00:00 CDT
Scheduled - S Situation
________________________________________________________________________________
• 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, October 18, 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
___________________________________________________________________________________
Any issues following this work, please report to the help desk.

Please communicate this change to staff.
Oct 12, 13:27 CDT

Oct 17, 2026

Citrix Maintenance: Favorite Reset
Completed - The scheduled maintenance has been completed.
Oct 17, 18:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 17, 17:00 CDT
Update - Announce to: CH | Clinics | CRMC | KSMC | MOI | MUPC | UH

S Situation
________________________________________________________________________________
After 5 pm on Saturday, October 17, 2026, updates will be applied to the MU Health Care Citrix iPortal and Workspace platform. Your Favorites list will reset to a default list of commonly used apps. You will need to add your preferred apps to Favorites again following this update, and some users may need to select the Refresh Apps icon in the top right corner under the settings gear.

B Background
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An update to a Citrix database is required for maintenance to keep the platform healthy and supported. As a result of this update, all customizations will be reset. Customizations including favorited apps which display on the main screen of iPortal or Workspace will be reset, as well as the order in which applications are displayed will be reset.

A Assessment
__________________________________________________________________________________
All apps will still be available after the update; however, your Favorites list and the order of your apps will change. If an app prompts an error following this maintenance, select the Refresh Apps icon under the settings gear in the top right corner.

An app may appear to be missing if it is no longer in your Favorites following this update. See below for methods to add apps back to the Favorites window.

R Recommendation
___________________________________________________________________________________
After the update, select the Refresh Apps icon under the settings gear in the top right corner.

To add preferred apps to Favorites, use either option below:
-Browse: Select Apps at the top of the Citrix window. Find your app and select the star in the top-left corner.
-Search: Select the magnifying glass in the top-right corner. Search for your app by name and select the star in its top-left corner.

NOTE that apps will display on the Favorites window in the order they are favorited – apps cannot be rearranged due to a limitation in features from Citrix.
Oct 16, 14:05 CDT
Scheduled - Announce to: CH | Clinics | CRMC | KSMC | MOI | MUPC | UH

S Situation
________________________________________________________________________________
After 5 pm on Saturday, October 17, 2026, updates will be applied to the MU Health Care Citrix iPortal and Workspace platform. Your Favorites list will reset to a default list of commonly used apps. You will need to add your preferred apps to Favorites again following this update.

B Background
_________________________________________________________________________________
An update to a Citrix database is required for maintenance to keep the platform healthy and supported. As a result of this update, all customizations will be reset. Customizations including favorited apps which display on the main screen of iPortal or Workspace will be reset, as well as the order in which applications are displayed will be reset.

A Assessment
__________________________________________________________________________________
All apps will still be available after the update; however, your Favorites list and the order of your apps will change.

An app may appear to be missing if it is no longer in your Favorites following this update. See below for methods to add apps back to the Favorites window.

R Recommendation
___________________________________________________________________________________
After the update, add your preferred apps to Favorites using either option:

•Browse: Select Apps at the top of the Citrix window. Find your app and select the star in the top-left corner.

•Search: Select the magnifying glass in the top-right corner. Search for your app by name and select the star in its top-left corner.

NOTE that apps will display on the Favorites window in the order they are favorited – apps cannot be rearranged due to a limitation in features from Citrix.
Oct 9, 11:08 CDT
Navex PolicyTech Maintenance
Completed - The scheduled maintenance has been completed.
Oct 17, 02:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 16, 22:00 CDT
Scheduled - S Situation

Navex PolicyTech will undergo planned vendor maintenance Friday, October 16th from 2200 through Saturday, October 17th 0200. The Navex system will be down/unavailable for 15 minutes during the start of this maintenance window starting at 2200.
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B Background

Navex PolicyTech is the application used to review, update, and access all MU Health Care policies.
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A Assessment

The Navex PolicyTech vendor will perform planned maintenance Friday, October 16th from 2200 through Saturday, October 17th 0200.
The Navex PolicyTech application will be unavailable for 15 minutes starting at 2200 and will be in View-Only Mode through the reminder of the maintenance window. Any changes made will not be saved, but documents may still be accessed in View-Only Mode once it becomes available again.
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R Recommendation


Please share this information with your teams so they are aware of the planned maintenance and potential impacts. If Navex is unavailable during this time, please access policies via the downtime 724 PCs throughout the Health System. If you experience issues after the maintenance window, please contact the Hospital Help Desk at 573-884-4357.
___________________________________________________________________________________


Please communicate this change to staff.
Oct 15, 07:59 CDT

Oct 16, 2026

Oct 15, 2026

No incidents reported.

Oct 14, 2026

No incidents reported.

Oct 13, 2026

MU Health Care Wireless Network Changes
Completed - The scheduled maintenance has been completed.
Oct 13, 15:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 13, 14:00 CDT
Scheduled - S Situation
________________________________________________________________________________
MU Health Care is updating the wireless network enrollment process for staff using personal devices on premises. Staff will now connect personal devices directly to the MU Health Care wireless network (SSID) using their PawPrint username and password. This change will replace the current use of the UMHBYOD wireless network which will be retired on October 13th, 2026.

B Background
_________________________________________________________________________________
Historically, staff personal devices connected to the UMHBYOD wireless network for internet access and approved mobile applications. To simplify the connection experience and improve consistency across devices, MU Health Care is transitioning personal device enrollment to the MU Health Care wireless network.

This change supports easier onboarding while continuing to maintain appropriate security controls for personal devices.

A Assessment
__________________________________________________________________________________
Personal devices enrolled through the MU Health Care wireless network will continue to receive internet-only access and will not have access to internal MU Health Care resources or protected internal systems.

This approach allows staff to securely use essential communication and productivity tools available externally, including:
- TigerConnect
- Microsoft applications (MFA, Office, Teams, etc.)
- Web-based applications accessible from anywhere
- Approved cloud or externally accessible systems

The change improves the user experience by reducing confusion between wireless networks while preserving network segmentation and security requirements for personally owned devices.

R Recommendation
___________________________________________________________________________________
Staff using personal devices while on premises should begin enrolling those devices to the MU Health Care wireless network using their PawPrint username and password starting today. The UMHBYOD wireless network will be retired as part of this transition on Tuesday October 13th, 2026.

Departments and leaders are encouraged to share this update with staff and remind users that:
- Personal devices will only receive internet access
- Internal MU Health Care network resources will remain inaccessible from personal devices
- MU Health Care-managed wireless devices will continue to automatically connect to the MU Health Care network for internal access
Oct 6, 13:53 CDT
Wireless Network Maintenance at CRMC Madison St. Location
Completed - The scheduled maintenance has been completed.
Oct 13, 01:00 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 12, 22:00 CDT
Scheduled - Announce to: CRMC

S Situation
________________________________________________________________________________
MU Health Care is updating the WiFi network enrollment process for staff connecting personal devices at the CRMC Madison St. location. Starting 10/12 after 10pm, staff needing WiFi connectivity will connect personal devices directly to the “MU Health Care” WiFi network using their PawPrint username and password. This change will replace the current use of the CRMC-UMHBYOD wireless network.

To support this change, there will also be a 20-minute interruption to the WiFi network at the CRMC Madison St. campus, the PoB, and Surgicare between 10pm-1am on Monday 10/12/26.

B Background
_________________________________________________________________________________
The Hospital Network team is performing maintenance on the WiFi network which will result in up to a 20-minute network interruption on 10/12/26. During this time, the CRMC-UMHBYOD network will be retired.

Historically, staff have connected personal devices to the CRMC-UMHBYOD WiFi network for internet access and approved mobile applications. To simplify the connection experience and improve consistency across devices, MU Health Care is transitioning personal device enrollment to the MU Health Care wireless network.

A Assessment
__________________________________________________________________________________
MUHC and CRMC managed devices are expected to reconnect on their own following the 20-minute interruption. No user intervention is required.

Personal devices enrolled through the MU Health Care wireless network will continue to receive internet-only access and will not have access to internal MU Health Care resources or protected internal systems.

This approach allows staff to securely use essential communication and productivity tools available externally, including:
- TigerConnect
- Microsoft applications (Authenticator MFA, Office, Teams, etc.)
- Web-based applications accessible from anywhere
- Approved cloud or externally accessible systems

The change improves the user experience by reducing confusion between wireless networks while preserving network segmentation and security requirements for personally owned devices.

R Recommendation
___________________________________________________________________________________
Please share this SBAR with staff working 10/12/26 between 10p-1a.

Staff using personal devices while on premises should begin enrolling those devices to the MU Health Care wireless network using their PawPrint username and password once the change is implemented. The CRMC-UMHBYOD wireless network will be retired as part of this transition on Monday October 12th , 2026.

Departments and leaders are encouraged to share this update with staff and remind users that:
- Personal devices will only receive internet access
- Internal MU Health Care network resources will remain inaccessible from personal devices
- MU Health Care-managed wireless devices will continue to automatically connect to the MU Health Care network for internal access
Oct 6, 13:46 CDT

Oct 12, 2026

Oct 11, 2026

No incidents reported.

Oct 10, 2026

No incidents reported.

Oct 9, 2026

No incidents reported.

Oct 8, 2026

No incidents reported.

Oct 7, 2026

Remote Access VPN Requirement
Resolved - The vulnerability affecting external access to iPortal, CRMC Citrix, and Citrix Workspace has been mitigated. All solutions are once again available for external access without a VPN.
Oct 7, 14:44 CDT
Identified - S Situation
________________________________________________________________________________
Due to cyber security vulnerabilities, users attempting to access iportal.umh.edu or citrix.crmc.org must be connected to the appropriate VPN in order to gain access to either site.

B Background
_________________________________________________________________________________
Active cyber security threats were identified, and Information Security, IT, and Leadership approved the change to require successful VPN connection in order to access iportal.umh.edu or citrix.crmc.org.

A Assessment
__________________________________________________________________________________
If remote access to applications or systems is needed from off network, not on a Meraki router, users will need to connect to the appropriate MU or CRMC VPN in order to access either iportal.umh.edu or citrix.crmc.org.

R Recommendation
___________________________________________________________________________________
Please share this information with members of your team so they are aware. If there are still issues with remote access, please contact the Help Desk at 573-884-4357.
Oct 2, 17:18 CDT

Oct 6, 2026

Experian Health - Attention - High-volume processing delays possible across payers Oct 1
Resolved - This incident has been resolved.
Oct 6, 10:36 CDT
Investigating - S Situation
________________________________________________________________________________
Users may notice long processing times or timeouts across multiple payers due to high volume processing for the 1st of the month.

B Background
_________________________________________________________________________________
With anticipated high-volume processing on the first of the month, you may experience periods of longer-than-expected transaction processing times or timeouts across multiple payers.

A Assessment
__________________________________________________________________________________
To check the status of specific payers, you can monitor payer-related updates on the Payer Dashboard:
https://www.passportsystemstatus.com/

R Recommendation
___________________________________________________________________________________
Please communicate this information to staff.
Oct 1, 08:12 CDT

Oct 5, 2026

No incidents reported.

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