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

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).

Maintenance Sundays for 2019


Mar 24
Apr 21
May 26
Jun 23
Jul 21
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.

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.

Please disable automatic updates within Windows by following 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 the command ‘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
  6. 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.)
  7. Disable the Windows Update service. Go to Start > Control Panel > Administrative Tools > Services. In the Services window (image below), scroll down to Windows Update, right-click on it, choose Properties and select Disabled.
    Disable Windows 10 Updates
  8. You may now unplug the keyboard and use the Procare Touch as expected.

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.

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

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