Nuance outage history

Microsoft has identified and is actively troubleshooting an issue affecting Dax/Dragon Copilot products within our US datacenter. More details will be provided when information is available.

Microsoft is investigating a service disruption in our US Data Center affecting DAX/Dragon Copilot for Physicians and Nurses products. Symptoms may include • Dragon/DAX Copilot Standalone o Users could continue to dictate and create recordings. o Users could not access generated summaries through the UI. o Recording/dictation and uploads are still expected to continue, and summaries would be available again once the service recovers. • Embedded customers (Epic/EHR integrated): o Summary delivery continued. o Sidecar/UI experience was unavailable. o Generated summaries were still expected to be delivered. Our engineering teams are actively working to mitigate impact. We will provide additional updates as they become available. We apologize for any inconvenience and appreciate your continued partnership while we work to return to normal service levels as quickly as possible.

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

Microsoft continues to investigate the issue impacting a backend service in our US Data Center affecting DAX/Dragon Copilot for Physicians and Nurses . Symptoms may include • Dragon/DAX Copilot Standalone o Users could continue to dictate and create recordings. o Users could not access generated summaries through the UI. o Recording/dictation and uploads are still expected to continue, and summaries would be available again once the service recovers. • Embedded customers (Epic/EHR integrated): o Summary delivery continued. o Sidecar/UI experience was unavailable. o Generated summaries were still expected to be delivered. Current Status Our engineering teams are actively working to mitigate impact following the identified issue that a datacenter supporting Dragon and DAX Copilot functionality has experienced a power event. We are working to perform recovery operations to restore the affected compute resources while in parallel performing a failover to healthy infrastructure to restore service more quickly. We will continue to monitor the situation and provide additional updates as they become available. We apologize for any inconvenience and appreciate your continued partnership and patience while we work to return to normal service levels as quickly as possible.

Microsoft continues to actively address the issue impacting DAX/Dragon Copilot for Physicians and Nurses related to a backend service dependency in our US datacenter environment. Current Status We completed the failover to redundant service infrastructure, however our monitoring determined that the impact continued. Alongside this we confirmed that the power event impacting a datacenter supporting Dragon/DAX Copilot functionality has recovered and the impacted resources have been restored. As such, we are reverting the failover back to the previous known good configuration Symptoms may include • Dragon/DAX Copilot Standalone o Users could continue to dictate and create recordings. o Users could not access generated summaries through the UI. o Recording/dictation and uploads are still expected to continue, and summaries would be available again once the service recovers. • Embedded customers (Epic/EHR integrated): o Summary delivery continued. o Sidecar/UI experience may have been unavailable or intermittently impacted. o Generated summaries were still expected to be delivered. Ongoing Actions Microsoft continues to closely monitor service health while completing recovery and validation activities. We remain focused on restoring all functionality and ensuring a stable customer experience. We will provide additional updates as more information becomes available. We apologize for any inconvenience this issue may have caused and appreciate your continued patience and partnership as we work to fully restore normal service levels.

We are continuing to monitor for any further issues.

Microsoft has remediated the issue that was impacting DAX/Dragon Copilot for Physicians and Nurses related to a backend service dependency in our US datacenter environment. Final Status: Before completing the failover revert, we confirmed that the earlier mitigation actions had restored users’ ability to load and access generated summaries through the user interface. This is the final update on the incident. Preliminary Root Cause: A datacenter supporting Dragon and DAX Copilot functionality experienced a power event, leading to impact.

Microsoft has identified and is actively troubleshooting an issue affecting Dax/Dragon Copilot products within our US datacenter. More details will be provided when information is available.

The issue has been identified and a fix is being implemented.

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

We are currently investigating this issue.

We are continuing to investigate this issue.

We are currently investigating this issue.

Microsoft is investigating an issue affecting DAX Copilot for DMO customers. The symptoms include: - Summary unavailable - summaries stay in "writing" status, or disappear after uploading the recording - Delayed summary delivery Clinicians are able to successfully record encounters, but the completed summary is not available or delayed after upload. There is no known data loss and impacted encounters will be successfully processed once this issue is mitigated. Thank you for your patience and continued partnership.

Microsoft has mitigated the root cause of the recent issue affecting DAX copilot for DMO customers. The symptoms included: - Summary unavailable - summaries stay in "writing" status, or disappear after uploading the recording - Delayed summary delivery At this time, clinicians are able to successfully receive summaries after initiating new recordings using DAX Copilot for DMO. We are actively working to reprocess any encounters that were impacted by this incident to make the summaries available. There is no known data loss and impacted encounters will be successfully processed. We will provide additional communication to update the status of the recovery efforts. Thank you for your patience and continued partnership.

Microsoft has mitigated the root cause of the recent issue affecting DAX copilot for DMO customers and successfully reprocessed all impacted encounters. The symptoms included: - Summary unavailable - summaries stay in "writing" status, or disappear after uploading the recording - Delayed summary delivery All encounters impacted by this incident have been recovered. At this time, summaries are available for any encounters impacted during this incident, and clinicians are able to successfully receive summaries after initiating new recordings using DAX Copilot for DMO. Thank you for your patience and continued partnership.

Microsoft has been made aware of an issue that is impacting customer being able to call and contact support. This is being investigated. At this time please continue to use the other avenues for support access to include the Community Portal and Chat where available.

Microsoft has identified the issue preventing calls from being received by the support team and continues to work on remediation. At this time, it is encouraged that other methods of contacting support be utilzied such as the Nuance Community Portal.

Microsoft has mitigated the issue preventing calls from being received by the support team. The technical support line is functioning as expected. Thank you for your patience and continued partnership.

We are curretly investigating reports of issues launching Dragon Copilot/DAX Copilot application. More details will be provided shortly

Microsoft has identified an issue affecting Dragon Copilot Desktop and DAX Copilot for Epic ambient users.  Dragon Copilot Desktop and DAX Copilot in Epic launch fails with one of the following messages: Ambient recorder failed to load Visit recording could not be started Unable to Launch Dax Copilot  Engineers are currently engaged and working toward remediation. Thank you for your patience and continued partnership.

Microsoft has resolved an intermittent issue that affected some Dragon Copilot Desktop and DAX Copilot for Epic ambient users. While the issue is no longer impacting users, we continue to monitor the environment and investigate the underlying root cause. Impacted users may have experienced one of the following messages: Ambient recorder failed to load Visit recording could not be started Unable to Launch DAX Copilot Thank you for your patience and continued partnership.

This incident has been resolved.

We are currently investigating an issue where admins may not be able to add new users to NMC. We will provide an update shortly

Upon investigation a regional issue was identified and has been immediately remediated.

Microsoft is investigating the above error reported.

Microsoft has identified the above reported error and working on remediation.

Microsoft is investigating an issue affecting Dragon and DAX Copilot for EPIC ambient users on Epic Nebula. DAX/Dragon Copilot launch in Epic Haiku was failing with the following message: An error was encountered while communicating with the server. Seek assistance from an administrator if the problem persists. Code: SerializationFailure Details: Unexpected token. Impact is specifically attributed to: Ambient users on Epic Nebula. Remediation actions have been taken and improved performance has been observed. Microsoft is closely monitoring and will update the status accordingly. Thank you for your patience and continued partnership.

Microsoft has remediated an issue affecting Dragon and DAX Copilot for EPIC ambient users on Epic Nebula. DAX/Dragon Copilot launch in Epic Haiku was failing with the following message: An error was encountered while communicating with the server. Seek assistance from an administrator if the problem persists. Code: SerializationFailure Details: Unexpected token. Impact is specifically attributed to: Ambient users on Epic Nebula. Thank you for your patience and continued partnership.

This incident has been resolved.

Microsoft is currently investigating reports of this error.

An issue affecting Dragon and DAX Copilot for EPIC ambient users on Epic Nebula is resolved. DAX/Dragon Copilot launch in Epic Haiku was failing with the following message: An error was encountered while communicating with the server. Seek assistance from an administrator if the problem persists. Code: SerializationFailure Details: Unexpected token. Impact is specifically attributed to: Ambient users on Epic Nebulas. Epic has identified and remediated the issue at their end as of 11:36am ET and are actively monitoring. Thank you for your patience and continued partnership.

This incident has been resolved.

Microsoft has identified and is actively troubleshooting an issue affecting Dax/Dragon Copilot products within our US datacenter. More details will be provided when information is available.

Microsoft has identified and mitigated a service disruption in our US Data Center affecting Dragon and DAX Copilot customers. Symptoms may have included Unable to login to DAX Copilot Error message stating "Unable to launch DAX Copilot" Error message stating "Dragon Copilot is currently unavailable" Our engineering teams will continue to closely monitor the service to ensure stability . We apologize for any inconvenience and appreciate your continued partnership

Microsoft has identified and mitigated a service disruption in our US Data Center affecting Dragon and DAX Copilot customers. Symptoms may have included Unable to login to DAX Copilot Error message stating "Unable to launch DAX Copilot" Error message stating "Dragon Copilot is currently unavailable" Our engineering teams are continuing to closely monitor the service to ensure stability and that all impacted audio is successfully reprocessed. At this time all services are returned to normal. Note: Users who were already logged in, we recommend logging out and back in to ensure optimal application performance We apologize for any inconvenience and appreciate your continued partnership

This incident has been resolved.

Microsoft is investigating a service disruption in our US data centers affecting the ability to utilize Dragon Medical One (DMO) with Chrome or Edge extension for a small subset of users.

This incident has been resolved.

Microsoft is investigating a service disruption in our US Data Center affecting a subset of DAX Copilot and Dragon Copilot customers. Symptoms may include: -Delay in summary delivery on some encounters. (If you are uncertain about impact and want to assess impact to your specific organization your Customer Service Manager (CSM) can assist). Our engineering teams are actively working to identify the root cause and mitigate impact. We will provide additional updates as they become available. We apologize for any inconvenience and appreciate your continued partnership while we work to return to normal service levels as quickly as possible.

Microsoft is investigating an issue affecting some Dragon Copilot and DAX Copilot users within your US datacenter region. Symptoms may include: Delay in summary delivery on some encounters. If you are uncertain about impact and want to assess impact to your specific organization your Customer Service Manager (CSM) can assist. Our engineering teams are actively working to identify the root cause and mitigate impact. We will provide additional updates as they become available. We apologize for any inconvenience and appreciate your continued partnership while we work to return to normal service levels as quickly as possible.

Microsoft has remediated an issue affecting some Dragon Copilot and DAX Copilot users within your US datacenter region. Symptoms may have included: Delay in summary delivery on some encounters. If you are uncertain about impact and want to assess impact to your specific organization your Customer Service Manager (CSM) can assist. All impacted notes have now been delivered. Note: There are potential delays with orders and backlog is being processed. We apologize for any inconvenience and appreciate your continued partnership.

Microsoft has remediated an issue affecting some Dragon Copilot and DAX Copilot users within your US datacenter region. Symptoms may have included: Delay in summary delivery on some encounters. If you are uncertain about impact and want to assess impact to your specific organization your Customer Service Manager (CSM) can assist. All impacted notes have now been delivered. The Orders backlog has been processed. We apologize for any inconvenience and appreciate your continued partnership

Microsoft is investigating an issue affecting DAX Copilot for EPIC users within our US datacenters. Symptom: Subsequent recordings are failing to generate new drafts. Microsoft is actively working on remediation and will provide more information as soon as it is available. Thank you for your patience and continued partnership.

Microsoft has resolved an issue affecting Dax/Dragon Copilot products within our US datacenter. A detailed analysis for the impact will be available within the next 10 days.

Microsoft is currently aware of an intermittent analytics-related impact stemming from a Microsoft Fabric / Power BI issue. Our engineering teams are actively investigating. Current symptoms include: -Service Unavailable errors -Delays when loading analytics At this time, there is no confirmed workaround. However, some users have reported intermittent success by restarting the application and retrying the operation. We will continue to provide updates as more information becomes available. Thank you for your patience while we work to resolve this issue. Azure Status Link: https://azure.status.microsoft/en-us/status

This incident has been resolved.

Microsoft is actively investigating an intermittent issue impacting Epic Nebula customers using DAX and Dragon Copilot. We are working jointly with Epic to identify the root cause. We expect to provide an update shortly regarding the scope of impact and recommended next steps. Known intermittent symptoms include: - Summaries being delayed We will share additional updates as soon as more information is confirmed. We apologize for the disruption and appreciate your continued partnership while we work to resolve this issue.

Microsoft has mitigated the issue impacting Epic Nebula customers using DAX and Dragon Copilot. Summaries are now being successfully delivered to Epic. We apologize for the disruption and appreciate your continued partnership while we worked to resolve this issue.

This incident has been resolved.

Microsoft has identified and is actively troubleshooting a recurrence of an issue affecting Dax/Dragon Copilot products. Symptoms may include: -- delayed summaries -- auto styling failures More details will be provided when information is available. We apologize for any inconvenience and appreciate your continued partnership as we work to resolve this issue.

There was a brief issue yesterday impacting auto styling for a small subset of DAX and Dragon Copilot customers. There was a brief reoccurrence of that same issue today, which has been quickly remediated. Some end users may have experienced delay summaries as a related impact. We are seeing improvements in system stability, and we will continue to closely monitor to confirm improved behavior. We apologize for any inconvenience and appreciate your continued partnership while we worked to resolve this issue.

There was a brief issue yesterday impacting auto styling for a small subset of DAX and Dragon Copilot customers. There was a brief reoccurrence of that same issue today, which has been quickly remediated. Some end users may have experienced delay summaries as a related impact. We are seeing improvements in system stability, and we will continue to closely monitor to confirm improved behavior. We apologize for any inconvenience and appreciate your continued partnership while we worked to resolve this issue.

This incident has been resolved.

Microsoft has identified and is investigating an intermittent service disruption in our US Data Center affecting a subset of DAX Copilot for DMO customers. Symptoms may include: Error messages indicating a problem in displaying summaries. More details will be provided when information is available.

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

Microsoft has identified the root cause of the reported issue related to summary errors affecting a subset of DAX Copilot for DMO customers. Mitigation steps are currently underway, and encounters recorded during the impacted timeframe are expected to recover automatically. Note: There will be no data loss for impacted encounters. At this time, we recommend continuing to use the application as this issue appears to be intermittent. We apologize for any inconvenience and appreciate your continued partnership.

A fix will be deployed overnight (with no expected downtime)

We are continuing to monitor for any further issues.

This incident has been resolved.

Microsoft has identified and is actively troubleshooting an issue affecting Nuance Management Console within our US datacenter following the latest Edge browser update. More details will be provided when information is available.

Microsoft has identified and is working on remediation on the current NMC issue. Impact is that some admins working with the most recent Edge/Chrome browser updates, that also manage multiple organizations may be experiencing an issue with Orgnaization dropdown/selector.

This incident has been resolved.

We currently identified and investigating issue related to DAX Copilot for EPIC users getting an error message in Haiku stating, "Visit recording failed to load. A TLS error caused the secure connection to fail."

We are continuing to investigate this issue.

Microsoft is investigating an issue affecting DAX Copilot for EPIC users within our US datacenters. Symptom: Error message when attempting to initiate a session in Haiku, "Visit recording failed to load. A TLS error caused the secure connection to fail." Impact is specifically attributed to: Epic Hyperspace Embedded Launch Haiku Android Haiku iOS Enhanced View Haiku iOS Simple view (only if the client has any Android users as well) Note: Simple WebView users will not experience the issue. Microsoft is actively working on remediation and will provide more information as soon as it is available. Thank you for your patience and continued partnership.

A fix has been implemented and we are monitoring the results.

This incident has been resolved.

Microsoft has identified and is actively troubleshooting an issue affecting Dax/Dragon Copilot products within our US datacenter. More details will be provided when information is available.

This incident has been resolved.

Microsoft has identified and is actively troubleshooting an issue affecting Dax/Dragon Copilot products within our US datacenter. More details will be provided when information is available.

Microsoft is investigating a service disruption in our US Data Center affecting a subset of DAX Copilot customers. Symptoms may include: - Delays in encounter uploads. - Delayed availability of summaries. - Error messages indicating that a visit recording could not be started. Our engineering teams are actively working to identify the root cause and mitigate impact. We will provide additional updates as they become available. We apologize for any inconvenience and appreciate your continued partnership while we work to return to normal service levels as quickly as possible.

Microsoft has stabilized service performance for Dragon/DAX Copilot in our US Data Center. Microsoft will continue to investigate root cause and monitor the environment closely. Encounters recorded during the impacted timeframe are expected to recover automatically.

Microsoft has stabilized service performance for Dragon/DAX Copilot in our US Data Center and the environment is operating normally. We will continue to closely monitor the service while completing our root cause investigation to ensure continued stability. Encounters recorded during the impacted timeframe are expected to recover automatically. We apologize for any inconvenience and appreciate your continued partnership.

This incident has been resolved.