My patient’s sample failed. How do I resolve the failure status in my account?

My patient’s sample failed. How do I resolve the failure status in my account?

When a sample fails to produce a result, all members of the clinic who are registered with PetDx will receive an email alert pertaining to this failure. You will also be able to see a ‘Sample Failed’ status for that entry in the Veterinary Portal.


This failure notification email will provide you with the following pieces of information:

  • The ordering clinician for this patient

  • The patient’s full name

  • The reason for failure 

  • Steps to take to resolve the failure


Steps To Resolve a Failed Sample:

  1. Notify the pet owner about the sample failure.

  2. Obtain a new blood sample from the patient.

  3. Log in to your Veterinary Portal and locate the failed entry in the All Tests & Results section.

  4. Select the patient’s failed test, and click on Resolve Failure.

  5. Fill out and submit the new Test Submission Form as usual. Update any clinical signs, and be sure to verify the Visit Details section for the new sample. 

  6. Properly package and ship the new blood sample to PetDx.


Additional information can be found on our Resources page under the article Ordering an OncoK9 Test.


If additional assistance is needed, please contact us via email at help@petdx.com, call 833-464-7297, or visit our website at support.petdx.com to submit a ticket with your request and we will be happy to assist you.