Site Outage
Incident Report for DrChrono


Issues occurred on April 05, 2022 where customers were unable to access the DrChrono website.

Timeline (PST, 24-hour clock)

All times are PST.

Date/Time Activity
2022-04-05 17:18 Support team started to receive tickets about the site being inaccessible.
2022-04-05 17:18 Operations team acknowledges and investigates the issue.
2022-04-05 17:21 Operations team identifies the issue to be related to an expired security certificate.
2022-04-05 17:21 Operations team requests for a new certificate from the third-party Certificate Authority.
2022-04-05 17:33 Status page created to reflect investigating status.
2022-04-05 17:21-18:18 Third-party provider security and verification protocols are addressed and resolved.
2022-04-05 17:39 Status page updated to reflect identified status.
2022-04-05 18:48 Status page updated to reflect update status.
2022-04-05 19:05 Certificate has been successfully applied. Issue has been resolved.

Contributing Factor(s)

Proper notification for a security certificate renewal was misrouted and not received from the vendor.  We are reviewing all critical vendor notification pathways to ensure no further miscommunications occur

Stabilization Steps

Generating the new SSL certificates and applying them on the web servers and CloudFlare resolved the issue.


All customers were unable to access the DrChrono website.

Corrective Actions

Aside from the stabilization steps mentioned, the listed point of contact has been updated. Independent reminder tasks have been put in place as an additional notification reminder system for upcoming certificate renewal dates.

Posted Apr 06, 2022 - 16:02 PDT

This incident has been resolved, and all systems are operational.
Posted Apr 05, 2022 - 19:05 PDT
We are continuing to work on a fix for this issue.
Posted Apr 05, 2022 - 18:48 PDT
The issue has been identified and a fix is being implemented.
Posted Apr 05, 2022 - 17:39 PDT
DrChrono is currently inaccessible. We will provide an update here as soon as possible.
Posted Apr 05, 2022 - 17:33 PDT
This incident affected:, drchrono iPad EHR, drchrono iPad Check-In Kiosk Application, DrChrono Telehealth Platform,, onpatient iPhone PHR, and Public Website.