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
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
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
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
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
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

Scheduled Maintenance

Low - OCCHD Service Alert: Updates to VCM, VALD and VVC Now on Thursday, August 27, 2026, 9:00 PM – 11:00 PM ET (CS3157084) Aug 27, 2026 21:00-23:00 EDT

Notification Description: Virtual Care Manager (VCM 3.1.3), VA Loaned Device (VALD v1.2.19), Video Visit Conference Now (VVC Now v1.4.26) and accompanying services will be updated on Thursday, August 27, 2026, from 9:00 PM – 11:00 PM ET.

Affected Applications:
•No anticipated downtime during this release.
•Ability to use VCM will not be impacted. 
•No impact to applications creating, managing, or joining Video Visits created with Video Visit Service (VVS).

Highlight of Updates:
Front-End Updates
VCM v3.1.3:
•Direct Edit of Veteran Contact Info: VCM users can now edit a Veteran's contact information used for video visits and requests.
•Group ATLAS Video Visits: Schedule and manage video appointments including with a Veteran at an ATLAS site.
•Controlled (Sensitive) Requests: Mark a request as Controlled (Sensitive).
VVC Now v1.4.26:
•Opt-In message improvement on create visit screen.
•Tech Debt: No functional updates.
VALD v1.2.19:
•Tech Debt: No Functional Changes.
Back-End Updates (VV GFE Svc v1.8.0/ CCS v2.5.1):
•Tech Debt – No Functional Changes

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 Aug 25, 2026 - 17:39 EDT

Aug 26, 2026

No incidents reported today.

Aug 25, 2026

Resolved - 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: Technical Support Tiers have resolved the issue with scheduling appointments in TMP URS. All services are functional.

Workaround: Please review appointments you created this morning to ensure all were appropriately scheduled and are reflecting in the scheduling platforms. If you are currently experiencing delays in scheduling appointments that are resulting in appointments stuck in pending status, please utilize your Program/Service contingency plans with alternate scheduling solutions such as Integrated Scheduling Solution (ISS), or Federal EHR.

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/

Aug 25, 15:27 EDT
Investigating - Notification Description: Technical Support Tiers are investigating an issue where users may experience delays with scheduling appointments in Telehealth Management Platform Universal Resource Scheduling (TMP URS). Users may encounter appointments in all modalities in a pending status intermittently. More information will be provided as it becomes available.

Affected Application: TMP URS

Workaround: Please continue to utilize your Program/Service contingency plans with alternate scheduling solutions such as Integrated Scheduling Solution (ISS), or Federal EHR.

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/

Aug 25, 09:20 EDT

Aug 24, 2026

No incidents reported.

Aug 23, 2026

No incidents reported.

Aug 22, 2026

No incidents reported.

Aug 21, 2026

Resolved - 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



Status Update: Technical Support Tiers have resolved the issue impacting IAM Single Sign-On (SSOi) services. All services are now functional.



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/

Aug 21, 13:51 EDT
Investigating - Notification Description: Technical Support Tiers are investigating a network issue impacting IAM Single Sign-On (SSOi) services. Users may be unable to sign into SSOi applications and receive an Error 500: Internal error when attempting to log in.
Affected Applications: Mobile.va.gov applications such as Virtual Care Manager (VCM), Annie, VA Health Chat, Staff Image Capture etc.
Work Around: None
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/

Aug 21, 09:35 EDT

Aug 20, 2026

Completed - The scheduled maintenance has been completed.
Aug 20, 04:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 20, 00:00 EDT
Scheduled - Notification Description: This is an informational alert. Service Alert: On Thursday August 20, 2026 at 12:00 AM - 4:00 AM ET, VA Video Connect (VVC) / Virtual Care Manager (VCM) e911 will be down for scheduled maintenance.

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/

Aug 18, 12:05 EDT

Aug 19, 2026

No incidents reported.

Aug 18, 2026

No incidents reported.

Aug 17, 2026

No incidents reported.

Aug 16, 2026

No incidents reported.

Aug 15, 2026

No incidents reported.

Aug 14, 2026

No incidents reported.

Aug 13, 2026

Completed - The scheduled maintenance has been completed.
Aug 13, 04:00 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Aug 13, 00:00 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 Thursday August 13, 2026 at 12:00 AM - 4:00 AM ET, VA Video Connect (VVC) / Virtual Care Manager (VCM) e911 will be down for scheduled maintenance.

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/

Aug 12, 14:09 EDT

Aug 12, 2026

Resolved - This incident has been resolved.
Aug 12, 13:54 EDT
Investigating - 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: Technical Support Tiers are investigating an issue involving VA Video Connect (VVC) locations not populating suggestions. More information will be provided as it becomes available.



Affected application: VA Video Connect (VVC)

Work Around: Users can manually enter in addresses in VVC.

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/





Office of Connected Care Help Desk (OCCHD)

OCCHD Main Number: 1-866-651-3180

OCCHD Portal: https://occhdsupport.ironbow.com/dva

OCCHD Status Page: https://status.occhdsupport.com/

Aug 3, 14:23 EDT