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NETWORK SERVICES

Updated: Live

Updated:

LiveNETWORK SERVICES · Multiple sites down - FIXED

East Riding of Yorkshire Hull

Our 3rd party supplier has informed us that the issue causing multiple site outages across Hull and East Riding has now been fixed.

Our Practices have confirmed this.

If you are still experiencing issues, please contact the N3i Service Desk.


PartialMultiple sites down

East Riding of Yorkshire Hull

We have identified that a large number of practices in Hull and the East Riding have recently lost connectivity.

We are in the early stages of investigating and will work with our upstream network suppliers to establish a root cause.



LiveIT Planned Maintenance Completed

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The work planned for 9pm on Weds 2nd June was completed successfully.


Planned maintenanceNotification of IT Planned Maintenance - Weds 9pm

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

What’s happening? Our telecoms provider will be making changes to lock the network speed of the data centre connection to GP Practices. This will force the network to always run at full speed. Using this opportunity, a deteriorated cable will also be replaced within the data centre before it impacts service delivery. Why are we doing it? This work is part of remedial actions identified following the network outage on the 18th May. How will it affect you? Access to data centre and national services will be unavailable for the period of the change. What do you need to do? Ensure that if you are working at the time of the change that any work is saved and national systems are exited. When does it take place? The change will take place at 9pm on the Wednesday 2nd June. Systems will unavailable for 10 minuets. How do you find out further information? The most up to date information can be found here on our System Status, which can be accessed by your mobile as well as laptop/desktop. What if you experience any issues after this planned work? Please contact the N3i Service Desk: Tel: 0300 002 0001 - eMail: N3i.support@nhs.net


LiveRESOLVED - Slow Network Performance

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The issue has been fixed. Further investigations regarding the root cause are being carried out with our 3rd party telecomms providers. Should any Practice experience any further problems, please contact us at the N3i Service Desk: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://servicedesk.n3i.co.uk

Pinnacle

Updated: Live

Updated:

LivePinnacle Error Messages - FIXED

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

NHS Digital have advised that the issue is now fixed.


PartialPinnacle Error Messages

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We have received the following alert from NHS Digital:

DESCRIPTION:

Users of the Pinnacle system are being presented with an error message and being logged out of the system when saving COVID vaccination records.

SUMMARY OF IMPACT:

Users are being logged out of the system after saving each COVID vaccination record. Upon logging back into the system users can see the record has been updated.

CURRENT UPDATE:

Pinnacle technical teams are investigating.

EMIS

Updated: Live

Updated:

LiveIssue with Screen Messaging in EMIS Web - FIXED

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Issue now fixed.


PartialIssue with Screen Messaging in EMIS Web

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

From EMIS:

We are aware that some users are currently experiencing an issue affecting EMIS Web.

Issue started: 04/10/2021 11:40:02 BST

Details:

We are aware that some users are unable to use the screen messaging feature in EMIS Web. This is being investigated as a high priority and we will post further updates as soon as we have more information available.

We are sorry for any inconvenience this may cause and thank you for your patience whilst we work to resolve the issue.

In the meantime, please use the EMIS Web Tasks function for any admin messaging needs.

Please check the latest updates on the EMIS Now Service Status page.

Thanks,

EMIS


Live

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

No more issues reported since last week regarding problems opening or saving docs.


PartialEMIS - Issues Opening or Saving Docs

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

EMIS are aware that some users are experiencing issues opening or saving documents. They are looking into it as a high priority.


LiveScreen Messaging in EMIS Web - NOW RESOLVED

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

EMIS have notified us that the issue with the Screen Messaging feature in EMIS Web is now resolved.

NHSMAIL

Updated: Live

Updated:

LiveRESOLVED: UNABLE TO SEND EMAIL TO NON-NHS ADDRESSES

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Latest update from NHS Digital:

SERVICE: NHSmail

SEVERITY: 2

NHS DIGITAL REFERENCE: 20643228

DESCRIPTION:

Multiple NHSmail users of Microsoft Office Outlook were receiving non-delivery error messages when sending emails to external users.

SUMMARY OF IMPACT:

Between 06:30 and 10:23 multiple NHSmail users of Microsoft Office Outlook were unable to email external addresses. NHS.net to NHS.net and external to inbound were not affected.

CURRENT UPDATE:

NHS Digital third party supplier undertook remedial actions to restore service at 10:23. A period of monitoring is in place to ensure no further issues.

VENDOR: Accenture

VENDOR REFERENCE: INC24165150

LOCATIONS AFFECTED:

Multiple NHSmail users of Microsoft Office 365

NEXT UPDATE: 17:00


PartialUNABLE TO SEND EMAIL TO NON-NHS ADDRESSES

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Latest update from NHS Digital:

SERVICE: NHSmail

SEVERITY: 2

NHS DIGITAL REFERENCE: 20643228

DESCRIPTION:

Multiple NHSmail users are receiving non-delivery error messages when sending emails to external users.

SUMMARY OF IMPACT:

Multiple NHSmail users are unable to email external addresses. NHS.net to NHS.net and external to inbound are not affected.

CURRENT UPDATE:

Accenture have engaged with their third party supplier and are investigating.

VENDOR: Accenture

VENDOR REFERENCE: INC24165150

LOCATIONS AFFECTED:

• Multiple NHSmail users of Microsoft Office 365

NEXT UPDATE: 11:30 


PartialUNABLE TO SEND EMAIL TO NON-NHS ADDRESSES

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Following the earlier update. We have logged a support query with NHS Digital.

They have also subsequently published the following alert:

SERVICE: NHSmail

SEVERITY: 2

NHS DIGITAL REFERENCE: 20643228

DESCRIPTION:

Users may be experiencing a delay in receiving or delivering mails to and from external NHSmail sources.

SUMMARY OF IMPACT:

Accenture have reported that users may be experiencing intermittent delays when sending or receiving mails from external to NHSmail sources.

CURRENT UPDATE:

Accenture have engaged with their third party supplier and are investigating.

VENDOR: Accenture

VENDOR REFERENCE: INC24165150

LOCATIONS AFFECTED:

Multiple NHSmail users

NEXT UPDATE: 10:15


PartialUNABLE TO SEND EMAIL TO NON-NHS ADDRESSES

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We have received a number of calls already this morning, regarding customers not being able to send email to non-nhs.net email addresses.

We will investigate this further with the national NHS mail service desk and post updates as the issue progresses.


LiveNo issues

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Following the issue yesterday, NHS Digital have released the following update:


DESCRIPTION:

Between 11:05 and 16:25, delays were being encountered by users when receiving emails from external sources. NHS.net to NHS.net emails were not affected.

RESOLUTION:

Accenture engineers and their third party supplier have recovered the service which is now stable, and have confirmed that the backlog of emails has been cleared with no further delays being seen on incoming emails from external sources.

The NHS Mail service is now currently working as normal. However, if users experience any issues, please contact us using one of the following methods: 

Tel: 0300 002 0001 

Email: n3i.support@nhs.net 

Web: https://servicedesk.n3i.co.uk

GP Browser

Updated: Live

Updated:

LiveAccess to GP Browser is restored

East Riding of Yorkshire Hull

We have received confirmation from HUTH that the expired certificate has been refreshed and the GP Browser web application is now accessible again.


OfflineWebsite Unavailable

East Riding of Yorkshire Hull

We have received reports from Practices that the GP Browser web application is not working.

On investigation it appears that the issue relates to a website security certificate (SSL) error.

N3i has raised the issue with the organisation (HUTH) hosting the GP Browser web application to advise of the fault and will work them to ensure it is resolved.



LiveRESOLVED - GP Browser Issue

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We are aware of an issue currently affecting users with new smartcards / recently renewed smartcards preventing access to the GP Browser system. 

The fix identified in the previous update has now been tested and is being deployed to all relevant devices.

If you are still experiencing the issue, please restart you machine in the first instance (so that the fix can be installed) before contacting us via the Service Desk.


PartialGP Browser Issue

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We are aware of an issue currently affecting users with new smartcards / recently renewed smartcards preventing access to the GP Browser system. We have identified the cause of this issue and a fix will be deployed as soon as possible.


LiveRESOLVED - GP Browser issue

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The supplier of the GP Browser software has resolved the issue which affected a number of customers who were unable to connect to the system. If you still cannot access GP Browser, please contact us at the N3i Service Desk: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://www.servicedesk.n3i.co.uk

E-Referrals (ERS)

Updated: Live

Updated:

Livee-RS working as expected

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Following the planned maintenance on eRS, it is working as expected


PartialNational Issue

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

DESCRIPTION:

Between 12:55 and 13:52 professional users of the NHS e-RS application were presented with error messages when attempting to access the service.

SUMMARY OF IMPACT:

Professional users of the NHS e-RS application were presented with a 403 error when accessing the application via a web browser between 12:55 and 13:52. This would have affected the users ability to book, amend, or cancel any bookings within NHS e-RS.

CURRENT UPDATE:

NHS Digital technical teams identified the cause of the issue and took remedial action to restore service to end users at 13:52. The service will be closely monitored for the remainder of the day to ensure stability.


PartialNational Issue

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Since 12:55 some users of the NHS e-RS application may be presented with error messages

SUMMARY OF IMPACT:

Users of the NHS e-RS application may be presented with a 403 error when accessing the application via a browser since 12:55.

UPDATE FROM NHS DIGITAL:

NHS Digital technical teams are engaged and investigating


Planned maintenanceMaintenance Release this afternoon

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

NHS Digital are carrying out service-impacting maintenance work on the NHS e-Referral Service (e-RS).

This is to implement maintenance release 10.9.

A Planned outage is scheduled from today (10/09/21) 16:00 to tomorrow (11/09/21) 04:00.

Further information on the scheduled release can be found at:

https://digital.nhs.uk/services/e-referral-service/live-service-information-and-alerts


VPN SERVICES

Updated: Live

Updated:

Live

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Our customers have confirmed that the VPN issue this afternoon has now been fixed.


PartialVPN limited connectivity

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We are advised by our 3rd party that the VPN issue has now been fixed.

If you are still experiencing issues, please contact the N3i Service Desk Team.

We apologise for the disruption this has caused.


PartialVPN limited connectivity

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

There is currently an issue with the N3i VPN services hosted out of our shared data centre. This is effecting users ability to connect to VPN services.

We are currently investigating the outage with third party support companies.


LiveUpgrade to VPN Client software

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Upgrade work has been completed for the VPN client software. There may still be a small number of users yet to attempt to work remotely since the upgrade work has been completed. 


Any users experiencing difficulties logging in using Cisco AnyConnect should contact us using one of the following methods: 

Tel: 0300 002 0001
Email: n3i.support@nhs.net
Web: https://servicedesk.n3i.co.uk


Planned maintenanceNotification of IT Planned Maintenance to Swivel

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

What’s happening? We will be updating Cisco AnyConnect (Swivel) VPN on laptops (and a small number of desktops), which some of our customers use to securely access our services remotely. Why are we doing it? To ensure we are using the latest version, to mitigate any security threats. How will it affect you? You will lose VPN connectivity for a few seconds when the update takes place. What do you need to do? When you are prompted on screen that the update is ready to install, please install asap at a time convenient to you. You can postpone the update for up to 2 days, but after that time period the update will be force installed. When does it take place? The update will take place between Weds 2nd and Fri 4th of June. How do you find out further information? The most up to date information can be found here, on our System Status, which can be accessed by your mobile as well as laptop/desktop. What if you experience any issues after this planned work? Please contact the N3i Service Desk: Tel: 0300 002 0001 - eMail: N3i.support@nhs.net

NATIONAL CARE IDENTITY SERVICE (CIS)

Updated: Live

Updated:

LiveFURTHER MAINTENANCE REQUIRED

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

FROM NHS DIGITAL

"In order to fully resolve this morning's CIS Application issues and allow for full service contingency, we need to bring the errant directory host back into service. This will necessitate a brief period of CIS Application downtime tonight (22nd July), starting 18:30. We hope to bring the CIS Application back online by 20:30."


LiveUnplanned Maintenance - CIS back online

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Further update from NHS Digital regarding the CIS website:

SERVICE: CIS Application

SEVERITY: 1

NHS DIGITAL REFERENCE: 20608847

CURRENT UPDATE:

NHS Digital technical teams established the underlying cause of the issue and completed remediation steps to resolve the issue at 10:34. The service will now be closely monitored to ensure stability.


OfflineUnplanned Maintenance - CIS offline

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Further update from NHS Digital regarding the CIS website:

SERVICE: CIS Application

SEVERITY: 1

NHS DIGITAL REFERENCE: 20608847

DESCRIPTION:

Since approximately 22:00 yesterday (21/07) users are unable to access the CIS Application.

SUMMARY OF IMPACT:

Users have reported the inability to access the CIS Application and as a result this is preventing them from carrying out activities such as card management. Users are currently being displayed with a maintenance page. CIS Authentication is not affected and users can authenticate as normal.

CURRENT UPDATE:

NHS Digital technical teams are currently engaged and investigating.

VENDOR: NHS Digital

VENDOR REFERENCE: 20608847

LOCATIONS AFFECTED:

• Multiple CIS Application users


OfflineUnplanned Maintenance - CIS offline

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Due to unforseen issues the CIS website is currently offline for unplanned maintenance.

N3i have received the following message from CIS:

'Apologies we've had to bring the maintenance banner across the CIS application - this is to protect the service whilst we investigate underlying directory host issues (changes are not being written which likely meant access / profile changes were not taking effect).'

Further updates will be posted as we receive them

GENERAL UPDATES

Updated: Live

Updated:

LiveService Desk telephone

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The N3i Service Desk telephone system has been restored and is now fully working. Our Operatives are now waiting to assist with any service requests.


OfflineService Desk Telephone number not working

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

N3i are suffering with telephone issues affecting our main Service Desk contact number. At this time we are unable to receive calls on our 0300 002 0001 number. You are still able to log service requests via email: N3i.support@nhs.net or log a call via the Self-Service Portal: https://servicedesk.n3i.co.uk 


LiveN3i TELEPHONE LINES - Now fixed

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The issues we were having with our telephone system earlier this morning have now been resolved by our telecomms provider.

Apologies for any inconvenience and ew thank our customers for their patience whilst the matter was resolved


PartialN3i TELEPHONE LINES

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We appear to be experiencing intermittent issues with our telephone system this morning and our working with our telephone provider to understand the cause of the issues.

If you are having difficulty reaching us via the telephone, please contact us via our self service portal at https://servicedesk.n3i.co.uk (login using windows username/pasword) or via email at n3i.support@nhs.net

We thank our customers for their patience whilst the matter is resolved.


PartialNHS E-Referrals - NATIONAL ISSUE

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Since the release on the evening of 16/07 some users have been seeing error messages or been redirected to the login screen when attempting to log into eRS.

This is a national issue and has been reported to us by NHS Digital

SUMMARY OF IMPACT:

Clinicians and service providers are unable to access the NHS Digital e-referral service.

CURRENT UPDATE:

NHS Digital are liaising with affected users and supporting our third party supplier technical teams as they continue to investigate the issue.

VENDOR: NHS Digital

VENDOR REFERENCE: 20606028

LOCATIONS AFFECTED:

• Multiple NHS e-RS users

SYSTMONE

Updated: Live

Updated:

LiveWidespread error on SystmOne

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We have had no further reports of the problems experienced in SystmOne on Tuesday with an error message regarding Integration.

After our investigations no issues has been found, but we have been unable to identify what integration was taking place at the time of this error.

We are going to keep existing calls open in a pending state and ask that if you experience this issue again could you please call us back and provide the following information:

• Service Tag of all computers affected and IP Addresses

• Name of GP Practice SystmOne unit you were logged into

• Exact day and time the error occurred

• What actions were you doing in SystmOne at the time e.g. writing consultation notes, scanning documents, issuing medication etc?

• Were you using any other software at that moment that Integrates with SystmOne e.g. Lexacom, AccuRX, Seca Cardio, INRStar etc? 

 Anyone experiencing the issue can contact us using any of the following contact methods:

Telephone: 0300 002 0001 

Email: n3i.support@nhs.net 

Web: https://servicedesk.n3i.co.uk



LiveWidespread error on SystmOne

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Following on from our earlier update, most of the Practices affected have been working with us and are no longer receiving the error message. If you do experience the issue, please contact us using any of the following contact methods:

Telephone: 0300 002 0001 

Email: n3i.support@nhs.net 

Web: https://servicedesk.n3i.co.uk



PartialWidespread error on SystmOne

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

A number of SystmOne users have contacted us regarding an error being experienced on PCs this morning.

The error is similar to this:

"SystmOne just received a connection from IP Address using the Client Integration API

Following on from our earlier update, some of the Practices affected have been working with us and are no longer receiving the error message.

If you are still experiencing this issue, please contact us using any of the following contact methods:

Telephone: 0300 002 0001 

Email: n3i.support@nhs.net 

Web: https://servicedesk.n3i.co.uk


PartialWidespread error on SystmOne

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

A number of SystmOne users have contacted us regarding an error being experienced on PCs this morning.

The error is similar to this:

"SystmOne just received a connection from IP Address using the Client Integration API

This API is only permitted to accept connections from this same PC

If you repeatedly see this error message, then contact your helpdesk, since this could be an indication of malware on your PC"

N3i are working with TPP to understand the cause of the error message and establish a fix.

If you are experiencing this issue, please contact us using any of the following contact methods:


Telephone: 0300 002 0001 Email: n3i.support@nhs.net Web: https://servicedesk.n3i.co.uk


Live-

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Systems working as expected. No issues reported.

SHARED DRIVES (Y:)

Updated: Live

Updated:

LiveRESOLVED - Slow Shared Drive Access

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The issue has been fixed. Further investigations regarding the root cause are being carried out with our 3rd party telecomms providers. Should any Practice experience any further problems, please contact us at the N3i Service Desk: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://servicedesk.n3i.co.uk


PartialSlow Performance

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

As the investigation into slow network performance progresses, it is apparent that users shared drives also affected by the issue. Our phones are currently extremely busy so we would like to thank customers in advance for your patience and if possible to use other methods to reach us. Our contact methods are as follows: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://servicedesk.n3i.co.uk


LiveVPN Shared Drive Issues - Update 14:40

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

The shared drive issues affected by this morning's outage should now have been resolved. Should you continue to experience problems, please contact our service desk: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://www.servicedesk.n3i.co.uk


PartialVPN Users unable to Access Y: - UPDATE 12:24

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

Work has been undertaken to restore network services which has been identified as linked to the Y: drive access issues. All services should be restored with the exception of Wilberforce Health Centre. An engineer has been dispatched to Wilberforce Health Centre to investigate further. Root cause analysis work continues with our third party connectivity and N3i.


PartialVPN Users unable to Access Y: - UPDATE

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

We are continue to investigate the cause of the issues with accessing the Y: via VPN at the moment. Further updates to follow

INR Star

Updated: Live

Updated:

LiveAccessing INR Star

East Riding of Yorkshire Hull North East Lincolnshire North Lincolnshire

After a number of customers reported issues connecting to INR Star yesterday. The issue was identified as a problem at the system supplier. The supplier has now resolved the issue and it should now be accessible. If you continue to experience problems with INR Star, please contact us at the IT Service Desk: Tel: 0300 002 0001 Email: n3i.support@nhs.net Web: https://www.servicedesk.n3i.co.uk

OFFICE 365

Live

Systems working as expected. No issues reported.