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

MyProcare Save Credit Card Turned Off

Issue:

The save credit card feature of MyProcare has been temporarily turned off due to issues paying through the Safari web browser used on Apple devices, including iPhones, iPads, and iMac computers. The symptom was that when a parent attempted to make a payment through the MyProcare parent portal, they were redirected to the log in screen and were not able to complete the payment.

This feature will be turned on gradually, in phases, throughout the month of August. We expect all customers to have access to save credit card functionality by August 31, 2019.

Error Logging Into MyProcare

Symptom:

When attempting to log into MyProcare, a parent may see the following error: “Houston, we’ve had a problem. An unexpected condition was encountered. Our service team has been dispatched to bring it back online.”
Error: Houston, we've had a problem

Cause:

This happens when a person closes their browser (Chrome, Edge, Safari, etc.) without first logging out of MyProcare.

Work Arounds:

While we expect a fix in an upcoming release, for now the solution is to:

  1. Clear the cache and cookies from your browser (which varies depending on the device and browser).
    1. If you’re using Chrome, see: Clear cache & cookies for Chrome.
    2. For Microsoft Edge, see: Delete cookies from Edge.
    3. For Apple’s Safari (iPhones, iPads), see: Clear history and cookies from Safari.
  2. Then, log into MyProcare as normal. Important! Remember when you’re done, you MUST actually log out by going to Menu > Logout, don’t just close the browser.
    MyProcare Menu Icon

    a.) Choose the Menu Icon

    MyProcare Logout Icon

    b.) Choose Logout

Time Card Variance Error

Issue:

The new Employee Time Card Variance report (released in version 2019.1) may give an error that says, in part: “Error in File ED_EmployeeTimecardVariance… Failed to retrieve data from the database. [Database Vendor Code: 3621]”
Time Card Variance Error

Cause:

Your Time Card Rounding is set to “None”.

Work Around:

While we expect a fix in an upcoming release, for now the solution is to change your rounding to something other than None; for example, change it to 5 minutes or 15 minutes.

See: How do I set Employee Time Card Rounding?

Procare Touch Computer: Error Code 0xc0000001

Issue:

Your Procare Touch check-in computer may go into “Recovery” mode with error code 0xc0000001. See the full text of the error and image below.

“Recovery: Your PC couldn’t start properly. After multiple tries, the operating system on your PC failed to start, so it needs to be repaired. Error code: 0xc0000001. You’ll need to use recovery tools. If you don’t have any installation media (like a disk or USB device), contact your PC administrator or PC/Device manufacturer. Press Enter to try again. Press F8 for Startup Settings.”
Windows 10 IOT Recovery Issue

Cause:

The second Tuesday of each month, Microsoft releases their latest patches and updates. Computers that run Windows 10 IOT and are set to automatically install these updates can encounter issues where the updates are not compatible with that version of Windows.

Setting Windows to test mode will solve the issue. Please follow these steps:

Steps to fix error 0xc0000001
    1. Connect a USB keyboard to the Procare Touch computer.
    2. From the Recovery error screen (image above), press the F8 key, then select option 7 called ‘Disable Driver Signature Enforcement’.
    3. Your system will start up.
    4. Press and hold the Start menu button for a few seconds, then release it and a menu will appear (image below). Select ‘Command Prompt (Admin)’, then confirm you want to allow it to make changes to the computer. (If it asks “DO YOU WANT TO ALLOW THIS PROGRAM TO MAKE CHANGES TO YOUR COMPUTER?”, you will need to choose Yes.)
      Windows 10 Command Prompt (Admin)
    5. In the Command Prompt window type ‘bcdedit /set testsigning on’, then press Enter. It should respond that ‘The operation completed successfully.’
      Windows 10 Test Mode Command Prompt
    6. While still at the Command Prompt window, type ‘sfc /scannow’, then press Enter. It will tell you ‘Beginning verification phase of system scan.’  This process may take 30-45 minutes (good time to get a cup of coffee). When done it will say something like ‘Found and repaired corruption’. Reboot the computer and it should start up without a problem.
      Windows 10 sfc /scannow Command Prompt
    7. Once the SFC scan is complete, you should see the message ‘Windows Resource Protection found corrupt files and successfully repaired them. (Note: In case SFC states ‘…found corrupt files but was unable to fix some of them’, then Contact Procare Support.)
    8. You may now unplug the keyboard and use the Procare Touch as expected.

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.

Please Contact Support for assistance in restoring your backup.

Monthly Cloud Maintenance

Procare Cloud and MyProcare will be unavailable one Sunday each month (see list below) for routine monthly maintenance from 7:00 p.m. to 9:00 p.m. Pacific Time. Once maintenance is complete, simply restart Procare to re-establish your connection. We apologize for any inconvenience. Note: This also affects Procare Web Apps, and the Online Wait List (OWL).

Remaining Maintenance Sundays for 2019


Aug 25
Sep 22
Oct 20
Nov 24
Dec 22

Start: Sundays (as scheduled above) at 7:00 p.m, PT
End: 9:00 p.m. PT.

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

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