Known Issue: We are aware or the login issues and we are working on a resolution now.

Thank you,

Rachael Smith

Customer Support and Training Specialist

This morning we were alerted that browsers are caching a large amount of data.  Please clear your browsing history on your browser.  If you continue to experience issues after clearing your browsing history, please let us know.

How to clear your browser:

https://support.procentive.com/Biller/Setup/Clear_Your_Cache_in_Google_Chrome

https://support.procentive.com/Biller/Setup/Clear_Your_Cache_in_Internet_Explorer

https://support.procentive.com/Biller/Setup/Clear_Your_Cache_in_Safari

Thank you,

Rachael Smith 

Customer Support and Training Specialist

The Procentive Care Team has recently had an influx of users report they are experiencing odd issues within Procentive. 

We have been able to determine, after extensive conversations and research, that these users have internet browsers (Internet Explorer, Google Chrome, Safari, etc.) with add-ons or extensions interfering with the operation of websites including Procentive. Some of these add-ons include malicious browser extension Potentially Unwanted Applications (PUAs), which are a security risk and you might not even know that they are there or know that they are collecting data. 

Some of the issues users have experienced with the Procentive software as a result of the malicious PUA add-ons/extensions in the users internet browsers are:

- Fields being changed due to autofill
- Slowness in most (or all) Modules not related to internet speed
- Clinical documentation- problems with signatures saving

Due to the malicious nature of these PUA add-ons/extensions the Procentive Care Team strongly suggests every user review the add-ons/extensions for any internet browser they use on each computer. 

We will post the malicious PUA add-ons that we have come across to this thread, but also encourage you to post what you find here- so we can ban together for the protection of all. 

Procentive has successfully completed a test with Minnesota DHS regarding the new reporting format for MHIS. The new MHIS Report is Report 5581. You will need to assign permission to the appropriate roles in order for your staff to access this new report.

This Knowledge Hub article will provide additional information on Procentive's MHIS batch reporting process: https://support.procentive.com/Provider/Setup/Report_MHIS_data_to_Minnesota_DHS

In an effort to improve Procentive, we have been working on updates to improve your experience with speed and standard session timeout features. In order to take advantage of the new performance improvement features every user will want to clear their cache/browsing history on Thursday 03/01/2018 to allow the new updates to work properly.

If your cache is not cleared you will continue to experience undesired log offs. The new updates will not be live until  about Thursday about 5:00 am so please clear your cache/browsing history after that time.

Please note: Standard Session timeout settings are still active and will log you out if you are not active in the software based on those settings.

Clear Your Cache in Internet Explorer
Clear Your Cache in Google Chrome
Clear Your Cache in Safari

Hello Procentive community,

I am confused by the Procentive Product Update email I just received.

The email reported that if your signature password "includes a character", you will have to reset it by tomorrow. In common computer lingo, a character is any letter, number, space, punctuation mark, or symbol. So, does everyone will need to reset their password? Or did you mean something other than "character"?

In addition, forcing a password change on all/most/even some of my agencies users with hardly any warning is frightening for this IT guy. I will report back with any disruption of business operations for my agency due to this change.  

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In an effort to further improve performance, Procentive has made changes to the Eligibility Module and Clinical Charting Module. Most of these improvements will not be visible to you (they are behind-the-scenes improvements to the code). But there are a few changes we want you to know about:

-Eligibility Module- You will only be able to re-sort (by clicking on the column-header) with the client and payer columns.

-Eligibility Module- Instead of showing all client appointments for the date range, Procentive will display only the next three appointments. If you need to see all of the client's appointments, you can still access them by clicking on the client number, which then opens the client dashboard.

-Eligibility Module- The Quick Search and Advanced Search will no longer be available. As an alternative, we suggest using the search tools at the top of the screen (for client and payer). Or you an use the "Find" tool in your browser, by clicking CTRL +F on most PCs, and Command +F on the Mac. The Find tool is a great way to search for a client's payer ID, for example.

-Clinical Charting- Searching is now more optimized with greater speed when loading the results and allowing you wider searching for all staff, all clients, NOW up to a 90 day range.

If you have any questions or comments, please send a ticket through the Procentive Support Desk. Thank you!

Procentive is running very slowly. Some staff are seeing display issues (what they just entered not showing up). I already have a dozen email messages from staff about it at many locations, so we have ruled out a connection issue.