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
Moderate - OCCHD Service Alert: Missing Link Warning in ISS from TMP URS Scheduled VVC Appointments (CS3115506)
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Identified - Telehealth Management Platform Users,
Notification Description: Technical Support Tiers are investigating an issue where the version of Integrated Scheduling Solution (ISS)released on 7/8/26 does not recognize Telehealth Management Platform Universal Resource Scheduling (TMP URS) created appointment links within the platform. ISS is showing a Missing Link warning for VVC appointments. More information will be provided as it becomes available.
Affected Application: ISS, TMP URS
Work Around: Prior to creating an additional video link, please verify that TMP has not already successfully created a video link by checking the coversheet of the Veteran in Computerized Patient Record System (CPRS). This should be visible in CPRS, if not then please proceed in creating a new link.
Link visibility example below:
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 09, 2026 - 14:57 EDT
Notification Description: Technical Support Tiers are investigating an issue where the version of Integrated Scheduling Solution (ISS)released on 7/8/26 does not recognize Telehealth Management Platform Universal Resource Scheduling (TMP URS) created appointment links within the platform. ISS is showing a Missing Link warning for VVC appointments. More information will be provided as it becomes available.
Affected Application: ISS, TMP URS
Work Around: Prior to creating an additional video link, please verify that TMP has not already successfully created a video link by checking the coversheet of the Veteran in Computerized Patient Record System (CPRS). This should be visible in CPRS, if not then please proceed in creating a new link.
Link visibility example below:
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 09, 2026 - 14:57 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
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
Annie Patient
Operational
Annie Staff
Operational
Aranz/Silhouette
Operational
Ask a Pharmacist
Operational
CapSure
Operational
Image Viewing Solution (IVS)
Operational
MHA for Veterans
Operational
Move! Coach
Operational
My VA Images (MVAI)
Operational
OCCHD Phone System
Operational
OCCHD Support Portal
Operational
Parable
Operational
Safe Patient Handling - Web
Operational
Share My Health Data (SMHD)
Operational
Single Sign On Internal (SSOi)
Operational
Somnoware
Operational
Staff Image Capture (SIC)
Operational
Telehealth Management Platform Universal Resource Scheduling (TMP URS)
Degraded Performance
TMP URS Emails
Operational
VA Health Chat
Operational
VA Online Scheduling (VAOS)
Operational
VA Pressure Ulcer Resource (VAPUR)
Operational
VA Video Connect (VVC)
Operational
VCM Emails
Operational
VHA MDM
Operational
Virtual Care Manager (VCM)
Operational
VVC E911
Operational
VVC NOW
Operational
WebVRAM
Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance