Procare Network Status

Service Operational Maintenance Issue/Outage
Tuition Express
Procare Cloud
MyProcare
  • – Operational
  • – Maintenance
  • – Issue
Tuition Express
Procare Cloud
MyProcare

Known Issues and Resolutions

Payroll Report Inconsistencies

Symptom

In specific circumstances (see cause below), you may find that earnings and withholdings on certain payroll reports do not show the expected amounts. This may occur on any report that includes both earnings and withholdings.

Cause

This will happen only if you post and print checks on different days—and choose a Date Range for the report that does not include both the Post Date and Print Date. With the recent release of version 2018.6, earnings are now based on Print Date (date of issue), while withholdings are based on Post Date (date of entry).

Work Around

While we work on a long-term solution, the best course of action is for you to either:

  1. Post and print checks on the same day (so the dates match) – or –
  2. Make sure the Date Range of your report is broad enough to include both the date checks were posted and the date they were printed.

Royalties Report Shows Employee Filter

Issue

When running one of the two new Royalties Reports, the Select Filter (image below) is for employee information. The filter does not apply to these reports and should not be shown.
Employee Filter on Royalties Report

Although it shouldn’t be there, the employee Select Filter has no effect on the Royalties Reports, so it’s perfectly fine to use those reports. The filter will be removed in the next scheduled Procare update.

Database Backup Failed

Issue

When a non-Cloud customer attempts to restore a backup on a new computer (for example, when moving Procare to a new server), they may receive the following error:

Database backup FAILED!

The operating system returned the error ’32(The process cannot access the file because it is being used by another process.)’ while attempting ‘RestoreContainer::ValidateTargetForCreation’ on ‘C:\Program Files\\Procare\Database\Procare.mdf’.

Although a second message may say the restore was successful, it really was not successful. The data will be as it was before you attempted to restore the backup.

Cause

The double backslash in the file path (\\Procare) causes the restore process not to be able to locate the backup file.

For the time being, please Contact Support for assistance in restoring your backup. This issue will be fixed in the next scheduled Procare update.

Procare Cloud Slowdown

Symptom:

During peak times some Cloud customers are seeing delays when parents attempt to check children in/out. This is most often experienced as a delay between the time a parent uses their fingerprint (or PIN plus password) and the time the children’s name appears on the screen. A white screen sometimes appears during this delay. In extreme cases the delay may cause the check-in/out program to close (it may say “disconnected from licensing’), in which case the check-in program must be restarted.

 

Temporary Solutions:

  • One workaround is to use the Receptionist Check-In feature, rather than having parents check the children in—during times of heavy use.
  • Another option is to use printed sign-in sheets (go to Reports > Standard Reports > Family Data > Sign In/Out Sheets) and later record the times using either Batch Check In/Out (for either “In” or “Out” times) or Batch Post Time Card (for both “In” and “Out” at the same time).
Status:

Updated 12/12/2018. Additional servers have been added to Procare Cloud and we are systematically spreading customers out across these new servers. This will greatly improve the check-in experience and overall performance of using Procare on the Cloud. These changes will take place automatically, each Sunday evening through January, 2019, without any action required on your part. This page will be updated as more information becomes available. Thank you for your patience as we resolve this issue.

Still experiencing an issue or have questions? Contact Support at 800-964-1729, M – F, 4 AM – 5 PM PST

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