Data not saving
Incident Report for DrChrono


Customers were experiencing appointments and other data not loading consistently.


All times are EST

Date/Time Activity
2022-02-18 08:14 Support team started receiving tickets related to appointment creation/updates, exam room moves, and an inability to save faxes to charts.
2022-02-18 08:17 DevOps team verified that the database metrics were normal
2022-02-18 08:18 Investigation of software errors as a potential cause was started.
2022-02-18 08:19 Additional examples of the behavior provided by the support team
2022-02-18 08:19 Investigation into software and infrastructure continues
2022-02-18 08:30 Zoom meeting created to discuss the issue and lack of obvious cause
2022-02-18 09:25 Status page created
2022-02-18 09:30 Issue identified and mitigated
2022-02-18 09:33 After manual verification of the resolution QA team started automated testing to verify the fix
2022-02-18 09:56 Status page updated to Monitoring
2022-02-18 10:16 QA reported that the issue was fixed after completion of automated testing
2022-02-18 11:05 Status page resolved

Contributing Factor(s)

One of the replica databases was missing data. However, none of the other metrics associated with replication issues were reporting an error state. The issue was identified through manual querying of all of the replicas.

Stabilization Steps

Once the server was identified it was removed from the load-balancing pool and was no longer serving traffic.


All of our customers will experience inconsistent results with appointments and notes. The data was being saved correctly on the primary server but when it was loaded from the failing database the application would throw a not found error.

Corrective Actions

Corrective actions were the stabilization steps. In addition, the problematic server will be rebuilt and we are evaluating our database configurations to minimize the likelihood of the behavior reoccurring. Improvements in our monitoring and alert notifications to proactive identify this behavior are also being researched.

Posted Feb 25, 2022 - 06:35 PST

This incident has been resolved. We apologize for the inconveniences caused today. A post-mortem will be available via this status page incident within the next week.
Posted Feb 18, 2022 - 08:05 PST
A fix has been implemented and we are monitoring the results.
Posted Feb 18, 2022 - 06:56 PST
We are currently investigating reports for the inability to save appointments, clinical notes, and patient demographics. This list may not represent the full scope of reported issues as we continue to gather information and investigate.
Posted Feb 18, 2022 - 06:25 PST
This incident affected:, drchrono iPad EHR, and drchrono iPad Check-In Kiosk Application.