Gingr App - Notice history

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Notice history

View current status

Jan 2023

JAN19
Planned Maintenance: Application Feature Update
CompletedMaintenance14 hours 3 minutes
  • Completed
    January 19, 2023 at 5:03 PMUTC
    Completed
    January 19, 2023 at 5:03 PMUTC

    The maintenance is now complete. Thanks for your patience.

  • Update
    January 19, 2023 at 3:00 AMUTC
    Update
    January 19, 2023 at 3:00 AMUTC

    The scheduled maintenance is now underway. We'll keep you updated on our progress.

  • Update
    January 18, 2023 at 5:40 PMUTC
    Update
    January 18, 2023 at 5:40 PMUTC

    At approximately 9:00 pm MT / 11:00 pm ET on Wednesday, January 18th, our team will be performing an update to Gingr. This update will contain new features, improvements, and issue fixes. There is no expected impact to application operations during this time. Review the Release Notes in your application after the update to learn more about the changes.

Dec 2022

Some Pet Parents Unable to View Report Cards on Mobile Apple Devices
ResolvedDegraded performance3316 hours 29 minutes
  • Resolved
    UTC
    Resolved

    We are happy to report that the issue with pet parents being unable to view report cards on mobile Apple devices has now been resolved. Thank you for your patience.

  • Update
    UTC
    Update

    A fix for this issue is currently being tested in a beta environment. We will provide an additional update once a timeline is set for the fix to be deployed.

  • Investigating
    UTC
    Investigating

    We've received reports of some pet parents getting a blank screen when trying to view a report card on a mobile device. This is occurring in the Gingr for Pet Parents mobile app as well as the Google Chrome browser for clients using a mobile Apple device when Customer Portal 2.0 is enabled. The recommended workaround is for Apple users to view report cards using the Safari browser, or view them on a PC/Mac. This issue does not appear to be impacting Android devices or the legacy customer portal. Our developers are investigating and we will provide additional updates as more information becomes available.

DEC14
Planned Maintenance: Application Feature Update
CompletedMaintenance2 hours
  • Completed
    December 14, 2022 at 6:00 AMUTC
    Completed
    December 14, 2022 at 6:00 AMUTC

    The maintenance is now complete. Thanks for your patience.

  • Update
    December 14, 2022 at 4:00 AMUTC
    Update
    December 14, 2022 at 4:00 AMUTC

    The scheduled maintenance is now underway. We'll keep you updated on our progress.

  • Update
    December 13, 2022 at 5:48 PMUTC
    Update
    December 13, 2022 at 5:48 PMUTC

    At approximately 9:00 pm MT / 11:00 pm ET on Tuesday, December 13th, our team will be performing an update to Gingr. This update will contain issue fixes. There is no expected impact to application operations during this time. Review the Release Notes in your application after the update to learn more about the changes.

Application Feature Update
ResolvedDegraded performance1 hour
  • Resolved
    UTC
    Resolved

    At approximately 12:00am ET on Tuesday, December 6th, our team completed an update to Gingr. This update contained the following fixes: - Fixed an issue where Reminder SMS were sending for Pending reservations. - Fixed an issue where Reminder SMS were not consistently sending.

Outgoing Email Log Not Displaying Email Status
ResolvedDegraded performance1849 hours 47 minutes
  • Resolved
    UTC
    Resolved

    This issue has now been resolved. Please note that the fix does not apply retroactively and email statuses will be updated from today moving forward. We appreciate your patience.

  • Update
    UTC
    Update

    A fix for this issue will be included as part of a system update that will take place tonight at approximately 9:00pm MST. We will provide an additional update once the fix has been released and verified.

  • Update
    UTC
    Update

    A fix for the issue with the status toggles not updating on the Outgoing Email Log is now being tested in a beta environment. We will provide additional updates once a production release date has been established.

  • Update
    UTC
    Update

    Our development team is continuing to investigate the cause of this issue. Due to the upcoming holidays, there are limited release windows for system updates as we want to ensure product stability through the busy holiday season. Therefore, the timeline for a fix to be released is anticipated to be sometime in January. We will provide additional updates once a specific release date has been identified. We apologize for the inconvenience and appreciate your patience.

  • Investigating
    UTC
    Investigating

    We are currently investigating an issue where the email status toggles on the Outgoing Email Log are not functioning properly to reflect the status of sent emails. Outgoing emails themselves are not affected and are sending correctly, however the status toggles are not updating. We will provide additional updates as more information becomes available.

Nov 2022

Degraded Gingr Support Live Chat Performance
ResolvedDegraded performance3 hours 21 minutes
  • Resolved
    UTC
    Resolved

    We have been advised by our helpdesk provider that the intermittent live chat issues have now been resolved. Thank you for your patience.

  • Update
    UTC
    Update

    We have been advised that the intermittent issues with our live chat support are due to an issue being experienced directly by our helpdesk provider. They are currently working to address the issue as quickly as possible. We will provide further updates as we learn more.

  • Investigating
    UTC
    Investigating

    At approximately 9:50 AM MST we became aware of a live chat issue where some Gingr support live chats are being routed to other lines of businesses. We are currently investigating the issue and working to address it as quickly as possible. We will provide additional updates as they become available.

Unexpected Emails
ResolvedDegraded performance39 hours 52 minutes
  • Resolved
    UTC
    Resolved

    This incident has been resolved.

  • Update
    UTC
    Update

    All necessary action steps have been taken to mitigate this issue and we are monitoring to ensure it is fully resolved.

  • Investigating
    UTC
    Investigating

    Our team is currently investigating reports of emails unrelated to Gingr being sent through our in-app email provider. If you receive reports of pet parents receiving unexpected emails please forward to our support team at support@gingrapp.com. We will provide additional updates as more information becomes available.

Specialist Schedule Overrides/Edits Not Saving
ResolvedDegraded performance619 hours 54 minutes
  • Resolved
    UTC
    Resolved

    A fix has been released for this issue. It is recommended that businesses review all future specialist schedules for accuracy to ensure they're correct now that the issue has been resolved. Thank you for your patience.

  • Update
    UTC
    Update

    A fix for this issue is scheduled to be released tonight, December 13, beginning at approximately 9pm MST. Additional status updates will be provided upon release.

  • Update
    UTC
    Update

    Our development team has identified a fix for this issue which will be released once testing has been successfully completed. We will provide another update once the specific release timeline has been established.

  • Update
    UTC
    Update

    Our team has identified the cause of this issue and is working on a resolution. We anticipate a fix to be released shortly after the Thanksgiving holiday. We will provide additional updates as more information becomes available.

  • Investigating
    UTC
    Investigating

    An issue has been identified where specialist schedule overrides/edits are not saving properly for time-based or slot-based services, allowing services to be booked when there is no availability. The suggested temporary solution is to set capacity to 0 for slot-based appointments and to add an exception to the facility calendar for time-based appointments. Please reach out to our support team if you need assistance with making these changes. We understand that this is a high priority issue leading up to the holiday and we are working to resolve it as quickly as possible. Additional updates will be provided as more information becomes available.

Custom Animal Icons Removed If Animal Form Fields Are Used on Gingr PreCheck Form
ResolvedDegraded performance620 hours 6 minutes
  • Resolved
    UTC
    Resolved

    A fix has been released for this issue. Thank you for your patience.

  • Update
    UTC
    Update

    A fix for this issue is scheduled to be released tonight, December 13, beginning at approximately 9pm MST. Additional status updates will be provided upon release.

  • Update
    UTC
    Update

    Our development team has identified a fix for this issue which will be released once testing has been successfully completed. We will provide another update once the specific release timeline has been established.

  • Update
    UTC
    Update

    Our team has identified the cause of this issue and is working on a resolution. We anticipate a fix to be released shortly after the Thanksgiving holiday. We will provide additional updates as more information becomes available.

  • Investigating
    UTC
    Investigating

    An issue has been identified where custom animal icons are being deleted upon check-in when a Gingr PreCheck form configured to include Animal Form Fields is enabled. The recommended temporary solution is to disable the associated Gingr PreCheck form or do not display any Animal Form Fields on the form. Our team is working to address this and we will provide additional updates as more details become available.

Card on File Removed When Checking in with Gingr PreCheck
ResolvedDegraded performance620 hours 18 minutes
  • Resolved
    UTC
    Resolved

    A fix has been released for this issue. Thank you for your patience.

  • Update
    UTC
    Update

    A fix for this issue is scheduled to be released tonight, December 13, beginning at approximately 9pm MST. Additional status updates will be provided upon release.

  • Update
    UTC
    Update

    Our development team has identified a fix for this issue which will be released once testing has been successfully completed. We will provide another update once the specific release timeline has been established.

  • Update
    UTC
    Update

    Our team has identified the cause of this issue and is working on a resolution. We anticipate a fix to be released shortly after the Thanksgiving holiday. We will provide additional updates as more information becomes available.

  • Investigating
    UTC
    Investigating

    It has been identified that when checking in a pet for a reservation type with the Gingr PreCheck form configured, cards on file are being cleared from the owner profile. The current workaround is to delete the associated Gingr PreCheck form or manually re-add the credit card details after check-in. Our team is working to address this issue as soon as possible. We will provide additional updates as more information becomes available.

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