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IDEXX has a partial disruption.

IDEXX has a partial disruption affecting IDEXX Web PACS and SmartOrder - Online Inventory Ordering and 2 more.

Signal updated 35m ago · Sep 17, 2026, 9:00 PM UTC

DegradedOfficial signal: minor

Current incident · started Aug 27, 2026, 6:32 PM UTC

Cornerstone - SmartOrder - MWI

SmartOrder for MWI is currently experiencing two order processing issues: + Unable to place orders. + Orphan orders are not coming in.

Affected surface

Components

86 components
DataPoint-APIDataPoint / DataPoint-APIOperational
Neo SoftwareNeo / Neo SoftwareOperational
Enterprise Manager LoginEnterprise Manager / Enterprise Manager LoginOperational
Petly PlansPetly Plans / Petly PlansOperational
Diagnostic ResultsVetConnect PLUS / Diagnostic ResultsOperational
VetConnect PLUS5 componentsOperational
ezyVet Software: USA and Canada WestezyVet Software / ezyVet Software: USA and Canada WestOperational
CubexezyVet Third Party Integrations / CubexOperational
Neo VelloVello / Neo VelloOperational
iPadSmartFlow / iPadOperational
VetMedStatTelemedicine / VetMedStatOperational
PortalrVetLink / PortalOperational
Control CenterEnterprise Manager / Control CenterOperational
Online PaymentsCornerstone / Online PaymentsOperational
WebVetConnect PLUS / WebOperational
ezyVet Software: USA and Canada Central/EastezyVet Software / ezyVet Software: USA and Canada Central/EastOperational
Diagnostic IntegrationsezyVet Third Party Integrations / Diagnostic IntegrationsOperational
IDEXX Web PACSDiagnostic Imaging / IDEXX Web PACSMaintenance
ezyVet VelloVello / ezyVet VelloOperational
WebSmartFlow / WebOperational
VMS ProTelemedicine / VMS ProOperational
Petly PagesPet Health Network Pro / Petly PagesOperational
AnalyticsEnterprise Manager / AnalyticsOperational
PIMS Data Integration ServicePetly Plans / PIMS Data Integration ServiceOperational
SmartOrder - Online Inventory OrderingCornerstone / SmartOrder - Online Inventory OrderingDegraded
MobileVetConnect PLUS / MobileOperational
ezyVet Software12 componentsOperational
ezyVet Software: AustraliaezyVet Software / ezyVet Software: AustraliaOperational
Emailed LabsezyVet Third Party Integrations / Emailed LabsOperational
Diagnostic ImagesDiagnostic Imaging / Diagnostic ImagesMaintenance
Cornerstone VelloVello / Cornerstone VelloOperational
IntegrationSmartFlow / IntegrationOperational
VMS18Telemedicine / VMS18Operational
Referral Import (API)rVetLink / Referral Import (API)Operational
Authorize.netPetly Plans / Authorize.netOperational
IDEXX Reference LaboratoryCornerstone / IDEXX Reference LaboratoryOperational
Ordering - Reference LaboratoryVetConnect PLUS / Ordering - Reference LaboratoryOperational
ezyVet Software: New ZealandezyVet Software / ezyVet Software: New ZealandOperational
ezyVet Third Party Integrations12 componentsOperational
Fax IntegrationsezyVet Third Party Integrations / Fax IntegrationsOperational
PIMS OrderingDiagnostic Imaging / PIMS OrderingMaintenance
Pet Owner PortalsVello / Pet Owner PortalsOperational
VMS AdminTelemedicine / VMS AdminOperational
SMS (Text) MessagesNeo / SMS (Text) MessagesOperational
PDF ServicePetly Plans / PDF ServiceOperational
Ordering - In House DiagnosticsVetConnect PLUS / Ordering - In House DiagnosticsOperational
ezyVet Software: AsiaezyVet Software / ezyVet Software: AsiaOperational
Insurance IntegrationsezyVet Third Party Integrations / Insurance IntegrationsOperational
Vet RadarOfficial componentOperational
PathPIXXDiagnostic Imaging / PathPIXXOperational
Texting ServicesVello / Texting ServicesOperational
PowerScribe OneTelemedicine / PowerScribe OneOperational
MyCornerstoneCornerstone / MyCornerstoneOperational
PostcardsPet Health Network Pro / PostcardsOperational
Email ServicePetly Plans / Email ServiceOperational
Third Party IntegrationsNeo / Third Party IntegrationsOperational
ezyVet Software: Europe/Middle East/AfricaezyVet Software / ezyVet Software: Europe/Middle East/AfricaOperational
PACS Medical Imaging integrationsezyVet Third Party Integrations / PACS Medical Imaging integrationsOperational
SmartFlow3 componentsOperational
CardioPetTelemedicine / CardioPetOperational
ezyVet Software: Version SpecificezyVet Software / ezyVet Software: Version SpecificOperational
Payment IntegrationsezyVet Third Party Integrations / Payment IntegrationsOperational
Diagnostic Imaging4 componentsMaintenance
DVMInsightTelemedicine / DVMInsightOperational
TextingPet Health Network Pro / TextingOperational
Product supplier IntegrationsezyVet Third Party Integrations / Product supplier IntegrationsOperational
ezyVet DatalakeezyVet Software / ezyVet DatalakeOperational
Telemedicine7 componentsOperational
Cornerstone4 componentsPartial disruption
SMS ProvidersezyVet Third Party Integrations / SMS ProvidersOperational
ezyVet GoezyVet Software / ezyVet GoOperational
Mobile AppPet Health Network Pro / Mobile AppOperational
Neo3 componentsOperational
XeroezyVet Third Party Integrations / XeroOperational
ezyVet ScanezyVet Software / ezyVet ScanOperational
Pet Health Network ProPet Health Network Pro / Pet Health Network ProOperational
rVetLink2 componentsOperational
ezyVet Kiosk and ezyVet ConnectezyVet Software / ezyVet Kiosk and ezyVet ConnectOperational
ezyVet/ Vet Radar/ Smartflow Support Ticketing/Phone SystemezyVet Third Party Integrations / ezyVet/ Vet Radar/ Smartflow Support Ticketing/Phone SystemOperational
Enterprise Manager3 componentsOperational
ezyVet Academy/Absorb PlatformezyVet Software / ezyVet Academy/Absorb PlatformOperational
Other IntegrationsezyVet Third Party Integrations / Other IntegrationsOperational
DataPoint1 componentsOperational
Petly Plans5 componentsOperational
Pet Health Network Pro5 componentsOperational
Vello5 componentsOperational

4 of 72 affected

Official incident text

SmartOrder for MWI is currently experiencing two order processing issues: + Unable to place orders. + Orphan orders are not coming in.

Source text is preserved verbatim and paired with its retrieval time.

Last 30 days · Status timeline

What changed

09 updates
  1. Investigating

    SmartOrder is currently experiencing a performance issue affecting order submissions to Patterson. At this time, Patterson orders submitted through SmartOrder within Cornerstone may fail to complete successfully. Practices are encouraged to place orders directly through the Patterson website or by contacting their Patterson sales representative while we investigate the issue. Our teams are actively investigating and will share updates as more information becomes available.

  2. Investigating

    SmartOrder is currently experiencing two issues affecting IDEXX online ordering in Cornerstone. These are both related to IDEXX integration but are being tracked as distinct problems. At this time, IDEXX orders submitted through SmartOrder within Cornerstone may fail to complete successfully or may need to be retried. This does not appear to affect every order, but online ordering is not fully reliable while we investigate. We are also aware of a separate issue in which IDEXX orders placed outside of Cornerstone (for example, by phone or through IDEXX Online Ordering) are not being sent to SmartOrder so they can be returned to Cornerstone for matching or receiving. Practices are encouraged to place IDEXX orders by phone or through the IDEXX portal when online ordering from Cornerstone is unsuccessful, and to enter those orders manually in Cornerstone until service is restored. Our teams are actively investigating both issues and will share updates as more information becomes available.

  3. Investigating

    SmartOrder for MWI is currently experiencing two order processing issues: + Unable to place orders. + Orphan orders are not coming in.

  4. Monitoring

    Orphans & orders are now coming in. Will contintue to monitor

  5. Identified

    Practices can still retrieve and process orphan/receiving orders that are already in SmartOrder. New MWI order information is not coming in, and placing new MWI orders is still failing because no response is returned when an order is submitted. We are continuing to work with MWI to restore order placement and order history updates.

  6. Identified

    We are continuing to work on a fix for this issue.

  7. Scheduled

    IDEXX Web PACS will be undergoing maintenance on Thursday, September 17th, starting at 5PM EST. Users may be unable to view images during the scheduled maintenance within IDEXX Web PACS, Cornerstone, NEO, VetConnect PLUS, and other applicable Practice Information Management systems, etc). Users may also experience a delay in uploading images.

  8. Scheduled

    Maintenance will begin as scheduled in 60 minutes.

  9. In Progress

    Scheduled maintenance is currently in progress. We will provide updates as necessary.