Informational - OCCHD Service Alert: VVC/VCM e911 Down for Scheduled Maintenance on Wednesday July 8, 2026 at 10:00 PM - Thursday July 9, 2026 at 6:00 AM ET (CS3111920)
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In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jul 08, 2026 - 22:00 EDT
Jul 08, 2026 - 22:00 EDT
Scheduled - VISN Leads, FTCs, TCTs, CRH VISN TMH Leadership, VHA OMHSP Telemental Health Champions, Primary Care, TeleStroke, VHA Telehealth Video Visit Providers / Schedulers, VHA Telehealth TMP SMEs, VHA TMH Work Group, Scheduling Manager Group, VVC Implementation Team, VHA OVAC VVC POCS, RPM-HT, OIT CCS UC Pexip Integrated Support Team, EHRM-IO ODCIO TechOps Incident Management Team
Notification Description: This is an informational alert. Service Alert: On July 8, 2026 at 10:00 PM - Thursday July 9, 2026 at 6:00 AM ET, VA Video Connect (VVC) / Virtual Care Manager (VCM) e911 will be down for scheduled maintenance on July 8, 2026 at 10:00 PM - Thursday July 9, 2026 at 6:00 AM ET.
During this maintenance window: VVC/VCM Users may encounter errors pre-validating a Veteran address for 911 service and reaching an emergency contact phone number.
Affected Application: VA Video Connect (VVC) / Virtual Care Manager (VCM) e911
Work Around: The contingency Emergency Call Relay Center is available at 267-908-6605 for a manual relay to 911.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com .
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Jul 8, 2026 22:00 - Jul 9, 2026 06:00 EDT
Notification Description: This is an informational alert. Service Alert: On July 8, 2026 at 10:00 PM - Thursday July 9, 2026 at 6:00 AM ET, VA Video Connect (VVC) / Virtual Care Manager (VCM) e911 will be down for scheduled maintenance on July 8, 2026 at 10:00 PM - Thursday July 9, 2026 at 6:00 AM ET.
During this maintenance window: VVC/VCM Users may encounter errors pre-validating a Veteran address for 911 service and reaching an emergency contact phone number.
Affected Application: VA Video Connect (VVC) / Virtual Care Manager (VCM) e911
Work Around: The contingency Emergency Call Relay Center is available at 267-908-6605 for a manual relay to 911.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com .
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Jul 8, 2026 22:00 - Jul 9, 2026 06:00 EDT
Informational - OCCHD Service Alert: Transparent Screen Lock (TSL) v6.25 Release Notice (CS3081296)
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Investigating - Notification Description: Transparent Screen Lock (TSL) version 6.25 has been released. This release includes a new TSL icon. (Shown below)
What to expect based on your device:
• Windows 11 Audiology-Telehealth Hybrid (ATH) imaged computers: The update will install automatically.
• Non-ATH-imaged devices with TSL already installed: The update will install automatically.
• Non-ATH-imaged devices without TSL previously installed: Install TSL via Software Center using the steps below.
To install via Software Center:
Type "Software Center" into the Windows taskbar search box.
Open the Software Center application.
Search for "Transparent Screen Lock."
Click Install when the new version appears.
Note on the new icon: If your desktop shortcut still displays the old icon ( ) after the update, restart your computer to refresh it.
If the application is not yet visible, please check back later. Deployments are released on a rolling schedule by OIT Region.
Affected Application: Transparent Screen Lock (TSL)
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
May 28, 2026 - 10:26 EDT
What to expect based on your device:
• Windows 11 Audiology-Telehealth Hybrid (ATH) imaged computers: The update will install automatically.
• Non-ATH-imaged devices with TSL already installed: The update will install automatically.
• Non-ATH-imaged devices without TSL previously installed: Install TSL via Software Center using the steps below.
To install via Software Center:
Type "Software Center" into the Windows taskbar search box.
Open the Software Center application.
Search for "Transparent Screen Lock."
Click Install when the new version appears.
Note on the new icon: If your desktop shortcut still displays the old icon ( ) after the update, restart your computer to refresh it.
If the application is not yet visible, please check back later. Deployments are released on a rolling schedule by OIT Region.
Affected Application: Transparent Screen Lock (TSL)
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
May 28, 2026 - 10:26 EDT
Moderate - OCCHD Service Alert: Virtual Care Manager Workflow View Video Visits Remaining "In Session" (CS3074691)
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Investigating - Notification Description: Technical Support Tiers identified an issue in Virtual Care Manager Workflow View with video appointments created in Telehealth Management Platform (TMP) remaining in “In Session” when no participants are connected after 30 minutes. A technical analysis is in progress. Video visits with no participants connected will normally change to “Session Ended” automatically after 30 minutes.
Workaround: Manually “Select Action” and choose “Move to Session Ended” if the video visit has been confirmed as ended.
Affected application: Virtual Care Manager (VCM)
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com
May 19, 2026 - 16:27 EDT
Workaround: Manually “Select Action” and choose “Move to Session Ended” if the video visit has been confirmed as ended.
Affected application: Virtual Care Manager (VCM)
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com
May 19, 2026 - 16:27 EDT
Identified - VISN Leads, FTCs, TCTs,
Notification Description: There’s a critical issue that may affect care delivery identified with Topcon NW500 image uploads. Specifically, in a few reported issues, images are attaching to old consults rather than the current intended consults with a specific software version, which may result in delayed uploads, needed correction or delayed reviews. This seems to impact when multiple tele eye studies are completed within the same year. We are attempting to gather more information.
Affected Devices: Topcon NW500
Action Required: If your facility has experienced images from the NW500 device attaching to old consults at any time since last year, or if you have recently resolved related incidents, please submit tickets to OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com and provide the following details:
• Date(s) the issue occurred
• How you became aware of the issue
• Description and details of the issue
• OCCHD ticket number (if one has been submitted)
Your timely response is essential to help us assess the scope and coordinate further action if needed. Thank you for your immediate attention to this important matter.
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Apr 28, 2026 - 11:21 EDT
Notification Description: There’s a critical issue that may affect care delivery identified with Topcon NW500 image uploads. Specifically, in a few reported issues, images are attaching to old consults rather than the current intended consults with a specific software version, which may result in delayed uploads, needed correction or delayed reviews. This seems to impact when multiple tele eye studies are completed within the same year. We are attempting to gather more information.
Affected Devices: Topcon NW500
Action Required: If your facility has experienced images from the NW500 device attaching to old consults at any time since last year, or if you have recently resolved related incidents, please submit tickets to OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com and provide the following details:
• Date(s) the issue occurred
• How you became aware of the issue
• Description and details of the issue
• OCCHD ticket number (if one has been submitted)
Your timely response is essential to help us assess the scope and coordinate further action if needed. Thank you for your immediate attention to this important matter.
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Apr 28, 2026 - 11:21 EDT
Identified - Telehealth Management Platform (TMP) Users,
Notification Description: Technical Support Tiers have identified an issue with VA Video Connect (VVC) visits created in the Telehealth Management Platform (TMP). TMP currently does not support sending participant invitations by email or text within session using the VVC “Invite Participant Now” feature. More information will be provided as it becomes available.
Affected Application: TMP
Workarounds:
• To add VA staff: Copy the meeting URL from the browser address bar and share it via Teams chat with the intended staff member. Alternatively, the provider can forward the email from TMP that contains the VVC link to the additional staff member(s).
• To add non-VA participants (e.g., family/friends): Open the appointment in TMP and use the "Additional VMR Recipients" tab to send the link externally.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://occhdsupport.ironbow.com/dva .
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.ironbow.com/.
May 28, 2025 - 16:48 EDT
Notification Description: Technical Support Tiers have identified an issue with VA Video Connect (VVC) visits created in the Telehealth Management Platform (TMP). TMP currently does not support sending participant invitations by email or text within session using the VVC “Invite Participant Now” feature. More information will be provided as it becomes available.
Affected Application: TMP
Workarounds:
• To add VA staff: Copy the meeting URL from the browser address bar and share it via Teams chat with the intended staff member. Alternatively, the provider can forward the email from TMP that contains the VVC link to the additional staff member(s).
• To add non-VA participants (e.g., family/friends): Open the appointment in TMP and use the "Additional VMR Recipients" tab to send the link externally.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://occhdsupport.ironbow.com/dva .
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.ironbow.com/.
May 28, 2025 - 16:48 EDT
Identified - Telehealth Management Platform Users
Notification Description: Technical support tiers have identified an issue with some Telehealth Management Platform (TMP) appointments intermittently not updating from “Pending” to “Reserved: Scheduled.” Normally, this process should not take more than 2 - 20 minutes, sending information to VistA, Integrated Scheduling System (ISS), Virtual Care Manager (VCM), Revenue Cycle, MyHealtheVet and other downstream applications in a timely matter. More information will be provided as it becomes available.
Affected application: TMP
What We Are Doing
• In the TMP 5.2.14 release, a banner in TMP will show the scheduler all of their Pending appointments. TMP 5.2.14 is being released soon.
• A defect incident ticket has been opened, and TMP IT Development is actively tracking the issue.
• Additional updates will be communicated through Telehealth and Scheduler forums as available.
What Schedulers Will Need to Do:
1. Monitor Pending appointments (check for errors)
1. If appointment is within 24 hours follow resolution steps right away.
2. If appointment is scheduled to start next day or later, please wait 24 hours before taking resolution steps, pending status may resolve itself.
2. Follow resolution steps provided below:
1. Attempt to cancel and reschedule the appointment in TMP, or
2. Check if the appointment is visible in ISS and/or Revenue Cycle:
1. If the appointment is visible in ISS and/or Revenue Cycle, make sure any VVC links are sent to the Provider and Veteran. If links have not been sent out, you can create links in VCM or ISS.
2. If the appointment is NOT visible in ISS or Revenue Cycle, book the appointment directly in ISS and/or Revenue Cycle, ensure links are sent for VVC appointments.
3. Report unusual increases in Pending appointments to OCCHD, include appointment links to support investigation.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://occhdsupport.ironbow.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.ironbow.com/.
Nov 28, 2025 - 10:10 EST
Notification Description: Technical support tiers have identified an issue with some Telehealth Management Platform (TMP) appointments intermittently not updating from “Pending” to “Reserved: Scheduled.” Normally, this process should not take more than 2 - 20 minutes, sending information to VistA, Integrated Scheduling System (ISS), Virtual Care Manager (VCM), Revenue Cycle, MyHealtheVet and other downstream applications in a timely matter. More information will be provided as it becomes available.
Affected application: TMP
What We Are Doing
• In the TMP 5.2.14 release, a banner in TMP will show the scheduler all of their Pending appointments. TMP 5.2.14 is being released soon.
• A defect incident ticket has been opened, and TMP IT Development is actively tracking the issue.
• Additional updates will be communicated through Telehealth and Scheduler forums as available.
What Schedulers Will Need to Do:
1. Monitor Pending appointments (check for errors)
1. If appointment is within 24 hours follow resolution steps right away.
2. If appointment is scheduled to start next day or later, please wait 24 hours before taking resolution steps, pending status may resolve itself.
2. Follow resolution steps provided below:
1. Attempt to cancel and reschedule the appointment in TMP, or
2. Check if the appointment is visible in ISS and/or Revenue Cycle:
1. If the appointment is visible in ISS and/or Revenue Cycle, make sure any VVC links are sent to the Provider and Veteran. If links have not been sent out, you can create links in VCM or ISS.
2. If the appointment is NOT visible in ISS or Revenue Cycle, book the appointment directly in ISS and/or Revenue Cycle, ensure links are sent for VVC appointments.
3. Report unusual increases in Pending appointments to OCCHD, include appointment links to support investigation.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://occhdsupport.ironbow.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.ironbow.com/.
Nov 28, 2025 - 10:10 EST
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Annie Staff
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Ask a Pharmacist
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CapSure
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Image Viewing Solution (IVS)
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MHA for Veterans
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Move! Coach
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My VA Images (MVAI)
Operational
OCCHD Phone System
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OCCHD Support Portal
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Parable
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Safe Patient Handling - Web
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Share My Health Data (SMHD)
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Single Sign On Internal (SSOi)
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Somnoware
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Staff Image Capture (SIC)
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Telehealth Management Platform Universal Resource Scheduling (TMP URS)
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TMP URS Emails
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VA Health Chat
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VA Online Scheduling (VAOS)
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VA Pressure Ulcer Resource (VAPUR)
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VA Video Connect (VVC)
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VCM Emails
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VHA MDM
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Virtual Care Manager (VCM)
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VVC E911
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VVC NOW
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WebVRAM
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Degraded Performance
Partial Outage
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Scheduled Maintenance
Informational - OCCHD Service Alert: ARANZ Silhouette Central Scheduled Maintenance on July 10, 2026 at 5:00 PM ET – July 11, 2026 at 11:00 PM ET (CS3110334) Jul 10, 2026 17:00 - Jul 11, 2026 23:00 EDT
VISN Leads, FTCs, TCTs, Primary Care, VVC Implementation Team, VHA OVAC VVC POCS, RPM-HT
Notification Description: This is an informational alert. On Friday July 10, 2026 at 5:00 PM ET – July 11, 2026 at 11:00 PM ET, ARANZ Silhouette Central – TeleWound/Wound 3-D Imaging will undergo maintenance. Please ensure you have synchronized your work beforehand. This will not impact application functionality.
Affected Application: ARANZ Silhouette Central – TeleWound/Wound 3-D Imaging
Work Around: None. The application that runs on the desktops will hold the data until the time it gets synced with the server. No data loss should occur if synchronization is not completed prior to maintenance, but the data will not update until the server is back online and synchronization is completed.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Posted on Jul 06, 2026 - 14:08 EDT
Notification Description: This is an informational alert. On Friday July 10, 2026 at 5:00 PM ET – July 11, 2026 at 11:00 PM ET, ARANZ Silhouette Central – TeleWound/Wound 3-D Imaging will undergo maintenance. Please ensure you have synchronized your work beforehand. This will not impact application functionality.
Affected Application: ARANZ Silhouette Central – TeleWound/Wound 3-D Imaging
Work Around: None. The application that runs on the desktops will hold the data until the time it gets synced with the server. No data loss should occur if synchronization is not completed prior to maintenance, but the data will not update until the server is back online and synchronization is completed.
If you have any questions, please contact the OCCHD at 866-651-3180 or via the Portal https://portal.occhdsupport.com
Users can check the operational status of OCCHD-supported applications, subscribe for updates, and view notification history by visiting OCCHD's Status Page at https://status.occhdsupport.com/
Posted on Jul 06, 2026 - 14:08 EDT