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KNOWN ISSUE

Rachael Smith (Care Team Manager) 2 years ago in Procentive News updated by Anne Foss (Product Manager) 2 years ago 11 1 duplicate

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


Answer

Answer

Today an update was put into place by our engineers, this may have caused intermittent outages for some users spanning 18 minutes at 10:40am.  This has now been resolved.  If you have any questions or need more clarification please contact Procentive via ticket.

Duplicates 1

The fact that we are unable to log-in to the EHR that we rely on to schedule clients, take payments, etc is 100% unacceptable.  Your response that you are working on a resolution now means nothing.  From one day to the next there is yet another issue with your platform.  I would like to know when the issue is to be resolved and what do you offer as a work around now, in the moment.

Same here! Servers must be down.

OK, actually I am able to ping your servers (no packet loss). But not able to connect via browser.

we can also ping the servers by name. So DNS is still resolving and servers responding.

Answer

Today an update was put into place by our engineers, this may have caused intermittent outages for some users spanning 18 minutes at 10:40am.  This has now been resolved.  If you have any questions or need more clarification please contact Procentive via ticket.

You put an update in place and don't notify anyone of what you are doing and now we are unable to work?  UNACCEPTABLE.  What is your resolution?

+1

Today, we did require an update that should not have caused this outage.  If we knew this would have had this result, we would have followed our scheduled and announced downtime protocol. The change we needed to put in place was to prevent further, potentially more serious issues.

Thank you for your continued feedback. We have already developed an alternative approach if this ever arises again. We appreciate your patience.

Sincerely,

Anne Foss

Product Delivery Manger

Looking good here! Thank you Procentive!