After monitoring the fix, we can confirm that it has been successful - all functions are now fully restored.
Some customers have had trouble downloading the Root Certificate Tool due to internet security settings blocking the original file. To help with this, we’re now offering the same tool in a zipped format, which is more likely to get through these filters. Please find the new link to the Compressed Update MD Exchange Root Certificate Tool: http://download.hcn.com.au/downloads/support/UpdateMDExchangeRootCA(2025).zip
MedicalDirector Support can be contacted by phone on 1300 300 161. Support is available from 8:00am to 6:00pm, Monday to Friday. We apologise for the inconvenience caused and thank you for your patience. The issue was related to MDExchange (MDX).
Posted Jul 25, 2025 - 11:16 AEST
Update
We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below.
NOTE: These instructions must be performed on the Database Server
1. Download the Update MD Exchange Root Certificate Tool from: http://download.hcn.com.au/downloads/support/UpdateMDExchangeRootCA(2025).exe 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete.
If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.
Posted Jul 22, 2025 - 19:25 AEST
Update
We are continuing to monitor for any further issues.
Posted Jul 22, 2025 - 19:21 AEST
Monitoring
We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below.
NOTE: These instructions must be performed on the Database Server
1. Download the Update MD Exchange Root Certificate Tool to a known location 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete.
If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.
Posted Jul 22, 2025 - 19:13 AEST
Identified
We are currently experiencing a partial outage with MDExchange (MDX). The issue has been identified and our engineering and operations teams have provided details on a resolution for customers. The issue is related to MDExchange (MDX) Root Certificates requiring renewal and impacts ePrescribing via SMS, email or token. In order to restore ePrescribing functionality at your practice, please follow the instructions provided below.
NOTE: These instructions must be performed on the Database Server
1. Download the Update MD Exchange Root Certificate Tool to a known location 2. Double click on UpdateMDExchangeRootCA(2025).exe 3. If prompted to allow User Account Control to make changes, select Yes 4. You will be presented with a Command Prompt screen 5. This will run through a number of lines, when complete, you will be prompted to “Hit any key to continue” 6. Press any key and you will be complete.
If you encounter any unexpected messages, please contact MedicalDirector Support on 1300 300 161. Support is available from 8:00am to 6:00pm Monday to Friday. We will continue to monitor the situation and provide further updates as more information becomes available. Once again, we apologise for any inconvenience.
Posted Jul 22, 2025 - 09:53 AEST
This incident affected: Third Party Services (eRx) and Cloud Products (MD Exchange (ePrescribing, MDClinical Secure Messaging)).