0
Fixed

KNOWN ISSUES: Client pick list in Time Module

Kevin Holmes 7 years ago in Known Issues updated 7 years ago 4

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.

0
Fixed

KNOWN ISSUES: MN MA Eligibility Down

Ashley M 7 years ago in Known Issues updated 7 years ago 7

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.

Poll variant
1
Answer
Ashley M 7 years ago

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.

0
Fixed

KNOWN ISSUES: Upgrade coming today to Time Module display

Kevin Holmes 7 years ago in Known Issues updated 7 years ago 11

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.


Thank you,

Kevin Holmes

Product Services Director

Answer
Kevin Holmes 7 years ago

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

0
Fixed

KNOWN ISSUES: Slowness Loading

Jessica Sommerfeld 7 years ago in Known Issues updated by Kevin Holmes 7 years ago 5

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.

Answer
Kevin Holmes 7 years ago

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
0
Fixed

KNOWN ISSUES: Unable to Login

Jessica Sommerfeld 7 years ago in Known Issues updated by anonymous 7 years ago 6

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.

0
Fixed

KNOWN ISSUES: Error for Client Groups

Jessica Sommerfeld 7 years ago in Known Issues updated 7 years ago 1

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.

Answer
Jessica Sommerfeld 7 years ago

This was resolved as of Wednesday, January 25th. Thank you!

0
Fixed

KNOWN ISSUES -- Error in Billing with client first and last name

Kevin Holmes 7 years ago in Known Issues updated by Jessica Sommerfeld 7 years ago 1

Procentive is throwing an error when checking claims in the billing module. The error says the client's first name, and last name cannot be empty. This is occurring even though the client's name is entered correctly in the client module. We are working to resolve this problem and will update this post as soon as the issue is resolved.

0
Fixed

KNOWN ISSUES: MN MA Eligibility and Claims Intermittent

Jessica Sommerfeld 7 years ago in Known Issues updated 7 years ago 1

DHS (MN MA) has been having intermittent system issues today, resulting in some claims to come back with "No Response" status' in the Electronic module and eligibility requests to come back with errors. We are working with DHS to determine how long this will be an issue and they're working on resolving it as well.

Answer
Jessica Sommerfeld 7 years ago

DHS has stated that they've resolved both the eligibility and claims errors. You may submit eligibility as needed. Any claims that are listed with a status of "No Response" in the Electronic Module should be reviewed before resending to DHS. Please click on the Batch report link, if there is a 999 file listed at the top with a "(no errors)" then you do not need to resend, however if you do not see a 999 file, please resend the batch/invoice to DHS.

0
Fixed

KNOWN ISSUES: Eligibility is down for MN MA

Kevin Holmes 7 years ago in Known Issues updated 7 years ago 1

---------- Forwarded message ----------

From: "Fenske, Clark W (MNIT)"
Date: Jan 9, 2017 8:01 AM
Subject: MN Medicaid Real Time Eligibility Connectivity


Real Time Eligibility users,

Our Operations team has informed me that they are having to perform system maintenance this morning and currently impacting Real Time 270/271 application causing Time Out Errors. I am awaiting more information from them and will pass this on when I receive it.


Clark Fenske

Business Analyst | Program Management Division

0
Fixed

KNOWN ISSUES: Explanation of performance issues from earlier today (1/5/2017)

Kevin Holmes 7 years ago in Known Issues updated by Jessica Sommerfeld 7 years ago 1

Hello everyone,


The speed and error issues that customers experienced today, beginning at approximately 9:30 a.m., were caused by a problem with one of our mirroring databases. This resulted in the "Too Many Connections" error that was seen throughout the system. Initial steps to fix the problem were partially effective and resulted in spotty availability until the issue was fully resolved at approximately 12:30 p.m. today.


More specifically, the mirror database encountered a corrupt bit in a log. As a result, it performed a soft re-start and appeared to be functional, but it was not. Our normal checking process was not triggered by these particular circumstances, and so the source of the problem was not immediately clear. Once we identified the real issue, we were able to take the problem-database out of rotation. We are currently performing maintenance on this database.
Now that we've identified the source of the problem, we will be able to alert on it and prevent similar performance issues from occurring in the future.

We again apologize for the inconvenience that these issues have had on you and your staff today. If you have any further questions, please let us know.


Kevin J. Holmes

Director of Product Services