Dear Valued Client,

This week, we have been notified by our vendor, NewCrop,  of two connectivity disruptions that may have caused potential patient safety issues related to an e-prescribing service disruption. Specifically, NewCrop notified us that:

On Monday, March 22, 2021, NewCrop encountered a network failure that resulted in an intermittent interruption of service for some of our customers. Shortly after the issue was discovered, NewCrop technicians were alerted to the problem and took the necessary steps to restore access. 

Again, today, March 25, 2021, NewCrop notified us that they were having intermittent connectivity issues, which was resulting in an interruption of service for some of you.  

NewCrop subsequently informed us that all connectivity issues have been resolved as of March 25, 2021. 

NewCrop has indicated that, at least with respect to the outage on March 22, 2021, the issue was the result of “an excessive volume of identical calls being made to our server. This caused a database issue that led to problems for users connecting to our interface.”  

We are awaiting an updated root cause analysis from NewCrop related to today’s intermittent connectivity issues, as well as next steps they will be taking to avoid this issue from occurring in the future.  We will provide you with updated information on these points as it becomes available.

ICS Software is committed to helping you deliver the safest care to all of your patients and we apologize for the inconvenience this may have caused your practice. If you have any questions concerning this information, please contact our Support Team at 516-766-2129 or send an email to Support@icssoftware.net.

Sincerely,

ICS Software Team, Part of Modernizing Medicine