Tiger Institute System Status Status

Tiger Institute | Help Desk Ticket request

Tiger Institute System Status

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.
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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.
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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

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R Recommendation

Please alert staff of this schedule and upcoming certification testing.

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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.
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B Background

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

Technical resources are engaged.
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R Recommendation

Staff should not open any additional tickets with the help desk. Updates will be sent as more information is received.
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Please communicate this to staff.
Mar 31, 2026 - 16:15 CDT

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

DNA Spaces Connector Upgrade -- 4/21/26 -- MobileView Impacted Apr `21`, `2026` `09:00`-`09:30` CDT

S Situation

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

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

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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.
Posted on Apr 07, 2026 - 10:04 CDT

Past Incidents

Apr 10, 2026

Experian Alert - Coverage Discovery processing delays 4/10/26

Resolved - This incident has been resolved.
Apr 10, 11:18 CDT

Investigating - S Situation
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You may be experiencing processing delays when using Coverage Discovery.

B Background
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Users are experiencing delays in processing for Experian Coverage Discovery.

A Assessment
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Status (9:00 a.m. CT): Technical teams are investigating.

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

Please communicate this to staff.
Apr 10, 09:11 CDT

Network Outage affecting: Owensville, Eldon and Versailles Clinics

Resolved - This incident has been resolved.
Apr 10, 08:17 CDT

Update - Services have been restored and is being monitored.
Apr 9, 14:47 CDT

Monitoring - Per ShoMe:

"
All,

We are seeing progress, with several services restored. Recovery is proceeding on a device‑by‑device basis, and intermittent service behavior may still be observed.

Technical teams are actively working, and vendor support remains engaged to determine the cause and complete restoration. An ETR is not yet available.

Further updates will be shared as work continues and once teams are hands‑off.

Thank you for your patience.
Apr 9, 14:39 CDT

Update - Work is ongoing to resolve the current outage following a software update. You may continue to see intermittent service behavior while troubleshooting and recovery efforts persist.

There is no confirmed ETR at this time. Engineering teams remain fully engaged and are collaborating closely with vendor support to move toward stabilization.

Further updates will be provided as new information becomes available. Thank you for your patience.
Apr 9, 14:37 CDT

Update - ShoMe is having widespread issues that are impacting several WAN sites.

Site affected:
Versailles
Owensville
California
Eldon
Linn

MOREnet is also reporting issues with ShoMe.

Currently no ETR, but ShoMe is actively investigating.
Apr 9, 08:38 CDT

Investigating - We are currently experiencing a ShoMe Outage that is affecting the following Clinics: Owensville, Eldon and Versailles. The outage is affecting the MOREnet Network. Updates will be posted as they are received.
Apr 9, 08:35 CDT

Apr 9, 2026

Tap&Go Badge Login Maintenance

Completed - The scheduled maintenance has been completed.
Apr 9, 12:00 CDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 09:00 CDT

Scheduled - S Situation
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The software used for badge login on Tap&Go computers will be under maintenance on Thursday, April 9th between 9am-12pm. During this maintenance window, MU Health Care badges will not work for Tap&Go computer logins. Username and password will need to be entered using the keyboard during this scheduled maintenance.

B Background
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An upgrade to the Imprivata software is required to stay under vendor maintenance agreements and support. During this upgrade, the badge login feature will be unavailable for approximately one hour.

A Assessment
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Badge login will be unavailable on 4/9/26 for approximately one hour between 9am and 12pm. During this timeframe, staff will be required to login with username & password using the keyboard. Following the completion of the upgrade, badge login will be restored.

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.
Apr 7, 15:10 CDT

Apr 8, 2026

No incidents reported.

Apr 7, 2026

athenaIDX Hosting /Private Cloud Planned Outage : Critical MySQL Security Update - NextGate Enterprise Index (EI) -Tuesday, April 7, 2026

Completed - The scheduled maintenance has been completed.
Apr 7, 22:30 CDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 7, 22:00 CDT

Scheduled - S Situation
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The Enterprise Index (duplicate checker) application within IDX will be unavailable during the upgrade window.

B Background
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The vendor will be installing a MySQL update for the NextGate Enterprise Index (EI) application to remediate a critical security vulnerability. This update is necessary to maintain the security and integrity of the platform.

A Assessment
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This will not affect the core IDX application. Users will still be able to access and work within athenaIDX during the maintenance window.

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

Please communicate this change to staff.
Apr 3, 11:46 CDT

Apr 6, 2026

IRMA (Interactive Request Management Application) Redesign

Completed - Deployment complete.
Apr 6, 17:16 CDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 6, 17:00 CDT

Scheduled - S Situation
The current design of the interactive request management application, also known as IRMA, can lead to confusion when seeking to submit a request for a new project.

B Background
The current application was designed to manage IT requests. Over the years, the use case has expanded to include many additional request types; however, the IRMA landing page has not been updated to reflect the various uses.

A Assessment
Multiple request routes for project and operational requests across IT Project Management, Business Planning, and Health System Project Management requires users to understand organizational structures rather than simply selecting the type of work they need. This has resulted in inconsistent submissions, manual rerouting, and delays in initial review. By consolidating the three groups into a single intake path, IRMA can provide a streamlined and unified experience. A single request route removes guesswork for end users, ensures all submissions follow a standardized evaluation approach, and supports efficient collaboration among the review teams. This centralization also strengthens visibility into enterprise demand and reduces variations in how requests are assessed and assigned.

R Recommendation
Integrate IT Project Management, Business Planning, and Health System Project Management into one unified project request route within IRMA. All requests to these teams will enter through a single intake option, where the combined review group will assess project scope, strategic alignment, resource needs, and routing requirements. This consolidated approach will simplify the user experience, eliminate duplicate intake workflows, and ensure consistent criteria are applied across all major initiatives. Through this unified routing process, the organization can accelerate request triage, improve cross-functional coordination, and provide a clearer, more predictable path for request evaluation and next steps.
The redesign of IRMA will go live on April 6th, 2026.
Mar 23, 12:06 CDT

Apr 5, 2026

No incidents reported.

Apr 4, 2026

No incidents reported.

Apr 3, 2026

No incidents reported.

Apr 2, 2026

No incidents reported.

Apr 1, 2026

CCTA Data Not Flowing

Resolved - This incident has been resolved.
Apr 1, 12:03 CDT

Investigating - S

Situation

Not all alarms are flowing correctly due to issues between CCTA and Clairvia.

B

Background

Clairvia is the staff assignment and acuity manager for MUHC. CCTA is the device assignment system for MUHC.

A

Assessment

Issues presented earlier this morning, prior to the 0700 shift change. Issues have persisted past shift change. IT is actively investigating with Oracle Health resources.

R

Recommendation

Monitor primary alerting sources during this time (Nurse Call Console Phones, SpaceLabs Centrals, etc.)
Apr 1, 08:52 CDT

Mar 31, 2026

Experian Alert - Multiple payers, intermittent timeouts 3/30/26

Resolved - This incident has been resolved.
Mar 31, 11:28 CDT

Investigating - S Situation
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You may be experiencing intermittent timeouts when attempting to process eligibility and claim status transactions for Anthem, Wellpoint, Amerigroup and Blue Cross Blue Shield payers.

B Background
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Multiple payers are experiencing intermittent timeouts when processing eligibility and claim status transactions.

A Assessment
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Status update (1:40 p.m. CT): We have contacted our vendor, and their teams are engaged.

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

Please communicate this to staff.
Mar 30, 13:58 CDT

Mar 30, 2026

Mar 29, 2026

Teletracking Outage

Resolved - The incident has been resolved. If any issues return, please submit a ticket with the help desk.
Mar 29, 18:44 CDT

Monitoring - A fix has been implemented and Teletracking is monitoring the results. Please put in a help desk ticket (573-884-4357) if you are continuing to see issues in Teletracking.
Mar 29, 11:18 CDT

Investigating - Teletracking is currently having an issue with application views that aid in patient movement, admissions/discharges, and environmental services needs. This is an impacting all clients and Teletracking resources are engaged and working on the issue with no ETA. Please use TigerConnect to reach out to Transport and Environmental Services until Teletracking issues have been resolved. Please Call Logistic Center for any patient Admissions, Transfers, and notifications of discharges to aid in bed placement.
Mar 29, 07:21 CDT

Mar 28, 2026

No incidents reported.

Mar 27, 2026

US Cellular & T-Mobile Customers Unable to Enter Call Prompts

Resolved - This incident has been resolved.
Mar 27, 08:42 CDT

Update - S Situation
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Some US Cellular & T-Mobile customers may be experiencing issues connecting to MU Health Care phone lines. If a call isn’t going through, patients are being asked to please call (573) 882-4141 for assistance and connection to the proper clinic. US Cellular & T-Mobile are aware of this issue affecting some customers, and engineers are working to resolve the issue.

B Background
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Some 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. Patients affected should call (573) 882-4141 for assistance to bypass the keypad selection issue.

R Recommendation
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Follow this Statuspage for further updates.
Mar 19, 16:09 CDT

Update - The MU Telecom team is continuing to work with US Cellular & T-Mobile to address this widespread issue.
Mar 6, 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 5, 16:15 CST

About This Site

Scheduled Maintenance

DNA Spaces Connector Upgrade -- 4/21/26 -- MobileView Impacted Apr 21, 2026 09:00-09:30 CDT

Past Incidents

DNA Spaces Connector Upgrade -- 4/21/26 -- MobileView Impacted Apr `21`, `2026` `09:00`-`09:30` CDT