Critical - OCCHD Service Alert: TMP Appointment Scheduling Unavailable Due to Database Timeout Errors (CS2416672)
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Update - Technical Support Tiers are still investigating the ongoing Telehealth Management Platform (TMP) data timing out issues. This issue started on December 3, 2025 after 8:30 pm ET and received a temporary resolution on December 4, 2025 at 4:20 pm ET. There have been increased reports on intermittent scheduling and cancelling issues since December 8, 2025. Technical Support Tiers will continue to monitor the situation.
Work Around: This will vary depending on the issue you are experiencing.
Issue 1: TMP appointments remaining in a pending status.
Issue 1 Workaround: See below scenario-based table on how to address pending appointments.
(Please reference the email for the table)
Issue 2: Cancelling Appointments in TMP
Issue 2 Workaround: Swivel chair and cancel the appointment directly in ISS. For appointments needing cancelled Revenue Cycle, mark encounter as “Care Not Rendered”
Issue 3: Unable to create appointments in TMP.
Issue 3 Workaround: Utilize your program’s your approved contingency plans and alternative scheduling systems.
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/
Dec 09, 2025 - 17:49 EST
Work Around: This will vary depending on the issue you are experiencing.
Issue 1: TMP appointments remaining in a pending status.
Issue 1 Workaround: See below scenario-based table on how to address pending appointments.
(Please reference the email for the table)
Issue 2: Cancelling Appointments in TMP
Issue 2 Workaround: Swivel chair and cancel the appointment directly in ISS. For appointments needing cancelled Revenue Cycle, mark encounter as “Care Not Rendered”
Issue 3: Unable to create appointments in TMP.
Issue 3 Workaround: Utilize your program’s your approved contingency plans and alternative scheduling systems.
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/
Dec 09, 2025 - 17:49 EST
Update - Technical Support Tiers are still investigating the ongoing Telehealth Management Platform (TMP) data timing out issues. This issue started on December 3, 2025 after 8:30 pm ET and received a temporary resolution on December 4, 2025 at 4:20 pm ET. There have been increased reports on intermittent scheduling and cancelling issues since December 8, 2025. Technical Support Tiers will continue to monitor the situation.
Work Around: This will vary depending on the issue you are experiencing.
Issue 1: TMP appointments remaining in a pending status.
Issue 1 Workaround: See below scenario-based table on how to address pending appointments.
(Please reference the email for the table)
Issue 2: Cancelling Appointments in TMP
Issue 2 Workaround: Swivel chair and cancel the appointment directly in ISS. For appointments needing cancelled Revenue Cycle, mark encounter as “Care Not Rendered”
Issue 3: Unable to create appointments in TMP.
Issue 3 Workaround: Utilize your program’s your approved contingency plans and alternative scheduling systems.
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/
Dec 09, 2025 - 16:32 EST
Work Around: This will vary depending on the issue you are experiencing.
Issue 1: TMP appointments remaining in a pending status.
Issue 1 Workaround: See below scenario-based table on how to address pending appointments.
(Please reference the email for the table)
Issue 2: Cancelling Appointments in TMP
Issue 2 Workaround: Swivel chair and cancel the appointment directly in ISS. For appointments needing cancelled Revenue Cycle, mark encounter as “Care Not Rendered”
Issue 3: Unable to create appointments in TMP.
Issue 3 Workaround: Utilize your program’s your approved contingency plans and alternative scheduling systems.
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/
Dec 09, 2025 - 16:32 EST
Update - Technical Support Tiers have identified and resolved the Telehealth Management Platform (TMP) scheduling issue. Technical Support Tiers will continue to monitor the situation. For appointments that may be "stuck" in a pending status and the appointment is not visible in ISS due to the scheduling issue which started on December 3, 2025 after 8:30 pm ET.
Work Around: Cancel the appointment in TMP and ensure the Veteran is rescheduled in TMP and is visible in ISS and/or EHR. Please ensure the original "stuck" in pending appt is cancelled.
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/
Dec 04, 2025 - 20:19 EST
Work Around: Cancel the appointment in TMP and ensure the Veteran is rescheduled in TMP and is visible in ISS and/or EHR. Please ensure the original "stuck" in pending appt is cancelled.
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/
Dec 04, 2025 - 20:19 EST
Monitoring - A temporary fix has been implemented and we are monitoring the results.
Dec 04, 2025 - 17:58 EST
Dec 04, 2025 - 17:58 EST
Identified - Technical Support Tiers have identified and are currently working to resolve the ongoing appointment scheduling issue. More information will be provided as it becomes available.
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/
Dec 04, 2025 - 17:56 EST
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/
Dec 04, 2025 - 17:56 EST
Investigating - Technical Support Tiers have received reports that appointments cannot be created or cancelled through the Telehealth Management Platform (TMP) due to database timeout errors. More information will be provided as it becomes available.
Affected Application: TMP
Work Around: To schedule or cancel an appointment, schedulers will need to follow contingency plans and utilize other scheduling systems such as ISS, CTM, Revenue cycle etc. during this outage.
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/
Dec 04, 2025 - 02:57 EST
Affected Application: TMP
Work Around: To schedule or cancel an appointment, schedulers will need to follow contingency plans and utilize other scheduling systems such as ISS, CTM, Revenue cycle etc. during this outage.
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/
Dec 04, 2025 - 02:57 EST
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
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
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