Unable to place Quest lab orders
Incident Report for DrChrono

Quest Service Disruption


An update to the Quest data format prevented the system from processing the compendium update.

Timeline (EST, 24-hour clock)

All times are EST.

Date/Time Activity
2021-07-27 09:25:32 Started receiving initial reports of issues with Quest test orders. Investigation started.
2021-07-27 09:36:08 Updated the support team that there were no obvious causes for the issue.
2021-07-27 09:39:57 Support team reached out to Quest to see if there were any issues on the Quest side.
2021-07-27 10:07:23 Informed by Quest that they did not have any issues on the Quest side.
2021-07-27 10:12:05 Status Page created.
2021-07-27 10:28:57 Support team pulled a ticket from a previous occurrence from March 2019.
2021-07-27 10:32:36 Problematic scheduled job identified.
2021-07-27 10:34:36 Specific error from scheduled job identified.
2021-07-27 10:39:22 Restarted scheduled job.
2021-07-27 10:55:25 Restarted scheduled job finished and testing started.
2021-07-27 10:57:16 Support team was still getting errors during test submissions.
2021-07-27 11:03:22 Additional warnings during parsing of orders from Quest.
2021-07-27 11:07:28 Investigation of warnings by the DevOps and engineering teams started.
2021-07-27 11:19:35 Engineering team started developing a fix based on potential changes to the Quest data format.
2021-07-27 2:34:17 Staging database tables copied to production to provide a temporary fix.
2021-08-02 2:50:00 Jira Ticket accepted into the Provider team’s 08-02 sprint.

Contributing Factor(s)

A lost or unsent notification from Quest about the changes in the data format prevented us from processing the updated file.


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

The Quest compendium data format has changed and requires development effort from the engineering team.

Corrective Actions

The automated update process has been halted while the underlying cause is addressed.

We have also discussed the notification issues with Quest are are working towards improving those channels.

The engineering team will be updating the existing process to account for the data format changes.

Posted Aug 12, 2021 - 08:05 PDT

This incident has been resolved.
Posted Jul 27, 2021 - 15:12 PDT
A fix has been implemented and we are monitoring the results.
Posted Jul 27, 2021 - 11:54 PDT
The issue has been identified. Our team is working to resolve it. We will continue to post updates here. Thank you for your patience.
Posted Jul 27, 2021 - 08:26 PDT
We are currently investigating an issue with Quest lab orders this morning. Lab tests are unable to be searched for or pulled up in order to place the order. We will follow up here with an update as soon as we have more information.
Posted Jul 27, 2021 - 07:19 PDT
This incident affected: 3rd party services (Quest Diagnostics).