Quest lab ordering service outage
Incident Report for DrChrono

Root Cause Analysis: 08/30/2022, Quest Diagnostics

Quest Service Disruption


The system was unable to process an update to the Quest compendium because of a 500 error from the Quest side. There is a problem on our side, however, where if anything goes wrong during downloading or parsing, any subsequent codes won’t be there because they are removed.

Timeline (EST, 24-hour clock)

All times are EST.

Date/Time Activity
2022-08-30 08:32 Started receiving initial reports of issues with Quest test orders. Investigation started.
2022-08-30 09:00 Support team reached out to Quest to see if there were any issues on the Quest side.
2022-08-30 09:30 Informed by Quest that they did not have any issues on the Quest side.
2022-08-30 10:22 Status Page created.
2022-08-30 10:28 Support team pulled a ticket from a previous occurrence from March 2019.
2022-08-30 10:32 Problematic scheduled job identified.
2022-08-30 10:34 Specific error from scheduled job identified.
2022-08-30 12:36 Restarted scheduled job.
2022-08-30 12:46 Status Page updated to identified
2022-08-30 12:56 Verified that issue is resolved
2022-08-30 13:00 Status Page updated to monitoring
2022-08-30 14:17 Status Page resolved.

Contributing Factor(s)

The management command deletes all the rows from the table so if something goes wrong nothing is left.


Impact was widespread to all customers utilizing Quest for test orders.

This requires development effort from the engineering team.

Corrective Actions

Management command ran again to fix the problem.

Posted Sep 07, 2022 - 11:37 PDT

DrChrono is pleased to report that our engineering team has implemented a resolution to address the service outage related to Quest lab ordering. We want to thank our users for their patience and support as we worked to address this matter as quickly as possible.
Posted Aug 30, 2022 - 11:17 PDT
A fix has been implemented and we are monitoring the results.
Posted Aug 30, 2022 - 10:00 PDT
The issue has been identified and a fix is being implemented.
Posted Aug 30, 2022 - 09:46 PDT
We are continuing to investigate this issue and will provide additional updates via this status page. Thank you for your patience.
Posted Aug 30, 2022 - 09:05 PDT
DrChrono is currently experiencing a service outage related to placing Quest lab orders. Please be aware that our engineering team is prioritizing the investigation of this issue and working to resolve this situation as quickly as possible. We will provide another update via this status page as soon as possible.
Posted Aug 30, 2022 - 07:22 PDT
This incident affected: 3rd party services (Quest Diagnostics).