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

SQL Issues

Firewall Settings – Symptom:

Although Procare opens successfully, when a staff/administrative person attempts to log into the Procare Home screen, they receive an error that says, in part: “SQL Server Connectivity Issue. A network-related or instance-specific error occurred while establishing a connection to SQL Server. The server was not found or was not accessible…”
SQL Server Connectivity Issue

Cause:

The Procare Cloud was moved to new servers over the weekend. If your firewall settings are not up to date you will experience this issue.

Solution:

If your center uses firewall settings to control access to Procare Cloud (typically large centers, school districts, hospitals), your IT person MUST confirm your firewall settings have been updated according to this Firewall Exceptions article, specifically, the IP addresses and TCP port range.

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. We apologize for any inconvenience. Note: This also affects Procare Web Apps, and the Online Wait List (OWL).

Upcoming Maintenance Sundays

2019

Nov 24
Dec 22

2020

Jan 26
Feb 23
Mar 22
Apr 26
May 24
Jun 21
Jul 26
Aug 23
Sep 20
Oct 25
Nov 22
Dec 20

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

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.

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.

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?

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.

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

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