KNOWN ISSUES: Clinical permissions
We are aware of a problem in clinical permissions that may prevent staff from seeing certain documents that they should normally be able to see. Staff should be able to see their own documents, but may be prevented from seeing documents for other staff. We are working to resolve this issue right now and will update this post as soon as the problem is fixed.
This is now resolved. If you are still experiencing this issue, please log out and back in.
KNOWN ISSUES: Repeated Logouts
Procentive is currently experiencing repeated logouts for clients on one of our servers. Our engineers are working to resolve this issue as quickly as possible! Please check back here for updates.
KNOWN ISSUES: Live Chat Experiencing Issues
Our chat vendor is currently experiencing intermittent issues that prevent us from accessing our chat software. The vendor is currently working to resolve the issue but there is no resolution time currently available. Please check back here for updates!
KNOWN ISSUE: Internal bill amount for secondary invoices
There is currently an issue with the way that Procentive is calculating the internal bill amount for secondary invoices. The claim is correct, but the internal bill amount for secondary claims is not adjusting based on the prior payments and adjustments from the primary payer.
This issue was introduced on Friday. We are currently testing a solution and hope to have the fix loaded by the end of this week. As soon as we know for sure when the fix will be available, we will update this post.
KNOWN ISSUES: Client pick list in Time Module
The client pick list in the Time Module is not working. It allows to click on a client, but when you click "ok", the system does not select the client or update the screen. We are working on this issue now and hope to have it resolved soon. We will update this post once the issue is resolved.
KNOWN ISSUES: MN MA Eligibility Down
While running eligibility today you may receive an error due to the MN MA Eligibility system currently being down. We will post another update when we have more information from DHS.
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As of 7:15 AM we received the following update from DHS:
Our Real Time 207/271 application is up and running again this morning.
KNOWN ISSUES: Upgrade coming today to Time Module display
We have been working on solutions to improve the recent performance issues that customers have been experiencing. One of the performance draws that we have identified recently has been in the Time Module, when customers attempt to display longer date ranges, without first limiting their search to a specific staff or client.
Because of this, we are going to implement a solution in the Time Module. It will be live sometime today. There are two key changes that we believe will help resolve this issue:
1. When you first enter the Time Module, you will need to select either a date range or a staff or location to first trigger the page to load.
2. When you select a date range that is longer than 90 days, the system will prompt you to also select a client or staff first. The only exceptions to the date range limitation will be if you select to show service lines that haven't been billed yet, or service lines that have an error.
There may be further fine tuning of this logic in the coming days, but in order to help improve performance, we are pushing this change through as soon as possible. Once the change is live, we will update this comment again.
Also, this change is just one of the improvements we are making to the system to improve performance. We will make further announcements about these updates soon.
Kevin Holmes
Product Services Director
Thank you everyone for letting us know how you are experiencing the system. We are working on improvements to help with performance. Just in case you missed the post from last week, see below for more details on the work we are currently doing to help make things better:
Hello all,
I just wanted folks to know that we have been paying attention to your concerns over performance, and we have been taking, and continue to take the necessary steps to make improvements.
In addition to modifying the product itself (as we did yesterday with the date selection in the Time Module), we have also increased the processing speed of our servers. These two tasks have already been completed.
Now, engineers are focusing on the "heavier" modules within Procentive. For example, certain modules within Procentive tend to require more processing power, either due to the number of records within the module, or due to the complex search queries that can be performed within them. Clinical/Charting, Billing, and the Client Modules are good examples of these. To help carry the extra load that these modules require, engineers are currently upgrading a database to handle these modules separately. This will not only speed things up for these specific modules, but it will also prevent them from negatively impacting the rest of the system.
And there are other improvements in the works as well.
We do apologize to everyone for the added frustration that recent performance issues have caused, and we ask for your continued patience as we put forth efforts to resolve the problem.
If you have further questions, please let us know.
Thank you,
Kevin Holmes
Director of Product Services
KNOWN ISSUES: Slowness Loading
You may be experiencing longer than normal load times within Procentive. We are looking into this right now and will update this page as soon as we have more details. Thank you for your patience as we work through this.
Hello all,
I just wanted folks to know that we have been paying attention to your concerns over performance, and we have been taking, and continue to take the necessary steps to make improvements.
In addition to modifying the product itself (as we did yesterday with the date selection in the Time Module), we have also increased the processing speed of our servers. These two tasks have already been completed.
Now, engineers are focusing on the "heavier" modules within Procentive. For example, certain modules within Procentive tend to require more processing power, either due to the number of records within the module, or due to the complex search queries that can be performed within them. Clinical/Charting, Billing, and the Client Modules are good examples of these. To help carry the extra load that these modules require, engineers are currently upgrading a database to handle these modules separately. This will not only speed things up for these specific modules, but it will also prevent them from negatively impacting the rest of the system.
And there are other improvements in the works as well.
We do apologize to everyone for the added frustration that recent performance issues have caused, and we ask for your continued patience as we put forth efforts to resolve the problem.
If you have further questions, please let us know.
Thank you,
Kevin Holmes
KNOWN ISSUES: Unable to Login
At this time we are experiencing issues and you'll be receiving errors or be unable to login. We are working on this right now and hope to have this resolved soon.
KNOWN ISSUES: Error for Client Groups
You may receive an error when trying to associate or disassociate a client group within the Client module, Program/Groups tab. We have identified the issue and it should be resolved by Wednesday, January 25th.
Customer support service by UserEcho
