VA “Secure” Messaging–major cloud fail or worse?


My husband asked me to send a message via myHealthy vet to his VA PC doc about something he is waiting for from the Physical Therapy department.  This screenshot was the first warning that all was not well with the Secure Messaging system today.  Upon logging in, I discovered something much much worse.  With the exception of two messages in his in-box, every other message, received and sent, or archived in folders are gone.  Deleted? Security breach? Hacked? Cloud failure? 

We are alarmed because we didn’t make back-ups of these important communications–messages that contain a dated accurate history of health issues and instructions from his VA providers.

If anyone else is having problems with their online VA accounts, please report back.  If you read any news/twitter articles regarding the services, ditto.

Right now, I am feeling exceedingly dumb because I trusted in reassurances that the “cloud” was safe (and secure”) with redundancies etc..I should know better by now with all the revelations about how government messaging often “go missing.”  

Image: kiedove taken January 30, 2018

Update:  reported this to the technical assistance contact form from within the in-Secure Messaging app.

Kiedove

This entry was posted in All about Veterans, Call David, Food for thought, General Messages, Guest authors, vA news, VA security Breaches and tagged . Bookmark the permalink.

9 Responses to VA “Secure” Messaging–major cloud fail or worse?

  1. robert says:

    Hi, well I am in the same VISN as Kiedove is and I cannot access MyHealthevet right now. Hopefully tomorrow

    • Kiedove says:

      My hubby’s emails are still deleted with few exceptions. Haven’t checked further. No response from the tech. help desk. I wonder if the WRJ patient advocate has any information? It sounds like you couldn’t even log-in to the “dashboard?”

  2. Frank says:

    I just (5 minutes ago) tried to send a secure message using my iPad.
    The button to send a message came up.
    I clicked on it, got a new page with a button, clicked on IT, and got another such page, etc., etc., etc.
    I logged out,and logged in on my Mac Book.
    Secure Messaging was its old self, and I successfully sent a message to my PCP.
    HTH.

    • Kiedove says:

      5:39 pm Current status for us
      Earlier, I was able to send a message but not able to see if it was actually sent/read. As of now, a few things from VT VA contacts have been restored to SENT, and DRAFTS. But the INBOX from providers is empty except for two 2017 messages. All secure messages from the MN VA are gone. It looks as if someone has manually deleted messages but that could be paranoia. Under sent, I can see that the SM we sent earlier has been read, so that tells me that parts of the system are operating. An automatic response email was sent with a case # from We the Help Desk with the “goal” of responding in 1 business day.
      We’ll see. We just want the SMs restored fully so I can back them up.
      As an aside, we were in MN when first using SM. We’re careful not to overuse it because we’d rather have his providers treating patients rather than being overwhelmed with SM for trivial matters. In fact, one MN nurse who was trying to keep up with them, confessed that they were being overwhelmed in Minneapolis.

  3. John says:

    I have seen similar messages in TRICARE ONLINE (TOL), also managed by DMDC, where absolutely nothing is available. With TOL the issue resolves in a few hours. Other errors you get with TOL concern their connection with DEERS and their inability to confirm your identity. To assure that I have historical doctor visits and test data I go once a year to the medical records department at my military treatment facility and request a PDF disc of the prior year.

    • Kiedove says:

      That is an excellent tip because the summaries via blue button don’t show all the doctor’s notes. I assume the pdfs. have the complete record?

      • John says:

        The PDF’s from medical records at MTF’s have the entire history. Just be aware that if you request fewer than 10 pages they want to give you paper rather than a disc.

  4. Longfellow Rogoczy says:

    Error Code [46]: The system is currently unavailable. Please try again later. If this problem continues, you may contact the DMDC Support Center (DSC) at 800-477-8227 for assistance. To best assist you, please call when you are at a computer if possible.

    • Kiedove says:

      Thanks for letting us know about your experience today.
      I didn’t get that error message and the message I did see (and posted) does not apply to our issue!
      Whether this is a short-term technical problem or something more sinister, I’m worried that our SM’s won’t be restored 100% and there is nothing we can do about it. So I beyond annoyed because veterans have come to depend upon this applications and online system.
      It’s difficult for me not to suspect rats in the woodpiles given all the news about technology failures and sabotage and damage that has occurred.

      I don’t know if this has anything to do with VISN’s because we’re in the same VISN with Frank and he had some success after changing to a different devise–which is odd enough and cause for concern.

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