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February 2025 Incident

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Updated: 02/05/2025 | Views: 5661

On February 3, 2025, our Domain Name System (DNS) provider experienced a major outage, making our platform and website appear down. DNS servers act like the internet’s phonebook, connecting domain names (like tebra.com) to their actual locations. When this service went down, it disrupted access for many customers. Our teams worked quickly to resolve the issue, and we have now migrated to a new global DNS provider to help prevent future outages. We sincerely apologize for this disruption and frustration it caused.

Most issues are now resolved, but some customers may still experience problems accessing Tebra due to internet provider DNS cache delays. If you are having trouble, refreshing your computer’s DNS cache or restarting your router should help. If it does not resolve the issue, you will need to manually change your network DNS to use Google DNS instead of your internet service provider (ISP) DNS.

Refresh DNS Cache

Before proceeding, close your web browser (e.g., Chrome, FireFox) and the Desktop Application (PM). Then, have an operating system (OS) administrator follow the steps to refresh the computer's DNS cache.

If you have already completed these steps and the issue is not resolved, skip to the next troubleshooting section: Restart Router or Manually Change DNS.

Windows OS

Steps and images may vary based on the computer's operating system. If you do not have access, reach out to your OS administrator or IT personnel for assistance.

  1. Type "Command Prompt" in the Search box then press Enter on the keyboard. The Command Prompt window opens.
  2. Enter ipconfig /flushdns then press Enter on the keyboard.
  3. Open a web browser to access app.kareo.com and/or open the Desktop Application (PM).
    Note: If this step did not resolve the issue, proceed to the next troubleshooting section: Restart Router.
 0204_Windows_CP.png

MacOS

Steps and images may vary based on the computer's operating system. If you do not have access, reach out to your OS administrator or IT personnel for assistance.

  1. Launch the Terminal application.
    icon_tip.png Tip: To quickly open Terminal, press command + space on the keyboard and search for Terminal.
  2. Enter sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder then press Enter on the keyboard.
  3. If prompted, enter the administrator password.
  4. Open a web browser to access app.kareo.com and/or open the Desktop Application (PM).
    Note: If this step did not resolve the issue, proceed to the next troubleshooting section: Restart Router.
 0204_MAC_CP.png

Restart Router

Unplug the router for at least one minute in order to flush the DNS cache. Then, plug the router back in. Once the network connects, open a web browser to access app.kareo.com and/or open the Desktop Application (PM).

If restarting the router does not resolve the issue, proceed to the next troubleshooting section: Manually Change DNS.

Manually Change DNS

Before proceeding, close your web browser (e.g., Chrome, FireFox) and the Desktop Application (PM). Then, follow the steps on every affected computer to change the DNS to Google DNS.

Windows OS

Steps and images may vary based on the computer's operating system. If you do not have access to the network settings, reach out to your OS administrator or IT personnel for assistance.

  1. Type "Control Panel" in the Search box then press Enter on the keyboard. The Control Panel window opens.
  2. Click Network and Internet. The Network and Internet window opens.
  3. Click Network and Sharing Center. The Network and Sharing Center window opens.
 0204_Windows_Network.png
  1. Click on the network (e.g, Wi-Fi (Name) or Ethernet). The status pop-up window opens.
  2. Click Properties. The properties pop-up window opens.
  3. Select Internal Protocol Version 4 (TCP/IPv4).
  4. Click Properties. The properties pop-up window opens.
  5. Click to select "Use the following DNS server addresses" and the following information:
    1. Enter 8.8.8.8. in Preferred DNS server.
    2. Enter 8.8.4.4. in Alternate DNS server.
  6. Click Ok when finished. Open a web browser to access app.kareo.com and/or open the Desktop Application (PM).
    Note: If this step did not resolve the issue, contact Customer Care for further assistance.
 0204_Windows_DNS.png

MacOS

Steps and images may vary based on the computer's operating system. If you do not have access to the network settings, reach out to your OS administrator or IT personnel for assistance.

  1. Click apple.png and select System Settings. The System Settings window opens.
  2. Click Network. The Network panel opens.
  3. Click on the network. The Network panel opens.
  4. Click Details. The details pop-up window opens.
 0204_MAC_Network.png
  1. Click DNS. The DNS Server window opens.
  2. Click the + icon. An empty field opens.
  3. Enter 8.8.8.8. and click outside of the field to save the entry.
  4. Click the + icon again. An empty field opens.
  5. Enter 8.8.4.4. and click outside of the field to save the entry.
  6. Click Ok when finished. Open a web browser to access app.kareo.com and/or open the Desktop Application (PM).
    Note: If this step did not resolve the issue, contact Customer Care for further assistance.
 0204_Mac_DNS.png

Mobile: Apple iOS

Steps, images, and settings availability may vary based on the device's iOS version.

For the purposes of this article, the steps are based on iOS 18.

  1. Go to Settings and tap Wi-Fi. The Wi-Fi screen opens.
  2. Tap the information icon next to the network. The network screen opens.
  3. Tap Configure DNS. The Configure DNS screen opens.
  4. Tap Manual. Additional settings opens.
  5. Add DNS Servers:
    1. Tap the + icon. An empty field opens.
    2. Enter 8.8.8.8. in the field.
    3. Click the + icon again. An empty field opens.
    4. Enter 8.8.4.4. in the field.
  6. Tap Save when finished. Open a web browser to access app.kareo.com and/or open the Tebra app.
    Note: If this step did not resolve the issue, contact Customer Care for further assistance.
 0204_iOS_DNS.png

Mobile: Android OS

Steps, images, and settings availability may vary based on the device and Android version. DNS servers are typically specified under advanced Wi-Fi settings. However, as every device uses a different user interface for configuring DNS server settings, we can only provide general steps. For more information, refer to your mobile device's user guide that can typically be found under the settings.

For the purposes of this article, the steps are based on Android 14.

  1. Go to Settings and tap Connections. The Connections screen opens.
  2. Tap More connection settings. The More connection settings screen opens.
  3. Tap Private DNS. The Private DNS pop-up screen opens.
  4. Tap Private DNS provider hostname.
  5. Enter dns.google in the hostname field.
  6. Tap Save when finished. Open a web browser to access app.kareo.com.
    Note: If this step did not resolve the issue, contact Customer Care for further assistance.
 0204_Android_DNS.png
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