Gingr App - Notice history

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Notice history

View current status

Nov 2021

App Slowness
ResolvedDegraded performance5 hours 32 minutes
  • ResolvedUTC

    We appreciate your patience while our teams worked to address this morning's performance issues. You can learn more about the details of the incident and the steps we are taking to prevent this in the future by following this link: https://3057737.hubspotpreview-na1.com/_hcms/preview/content/60472174724?portalId=3057737&_p[…]ue&cacheBust=0&preview_key=HUpGGUYb&from_buffer=false

  • UpdateUTC

    At this time the application performance issues have been fully resolved. We appreciate your patience while our teams worked to address this. We will be providing a recap of the incident soon.

  • UpdateUTC

    We have deployed the fix and are seeing improvements in app performance. We are actively monitoring for additional reports at this time.

  • UpdateUTC

    Our engineering team is deploying a potential fix for the issue and will take approximately 25 minutes to take effect for all customers.

  • UpdateUTC

    Development has identified an issue with our redis server and is currently working on a fix, this is a top priority and will be pushed to live as soon as it is complete. We will post an update as soon as that fix has gone live.

  • InvestigatingUTC

    We have received reports of slowness across the application, and are currently investigating the root cause of this issue. We will continue to provide updates as they become available.

Isolated App Search Issue
ResolvedDegraded performance196 hours 21 minutes
  • ResolvedUTC

    The isolated search issue has been fully resolved. Thank you for your patience.

  • UpdateUTC

    Our IT team has deployed a database upgrade to address the isolated search issue for apps on affected servers. We are monitoring the fix to ensure that the issue is fully resolved. Thank you for your patience.

  • UpdateUTC

    Over the weekend we have received reports of some additional apps being unable to pull up search results for some clients. Our support team is working to apply an immediate fix to these additional affected apps, and we are continuing to work with our IT team and our database hosting service on a long-term solution. We will provide further updates as they become available.

  • UpdateUTC

    Our team has identified the cause of the isolated search issue, and our support team is working to apply an immediate fix to all affected apps. We are working with our IT group on a long-term solution, and will provide further updates once available.

  • InvestigatingUTC

    We are currently investigating an issue causing some apps to be unable to pull up search results for some clients. The issue appears to be isolated to apps within one specific server cluster, and we are working to resolve the problem as quickly as possible. If your facility is experiencing this issue, please contact our support team who can apply an immediate fix. We will provide additional updates when more information is available.

NOV10
Planned Server Maintenance
CompletedMaintenance1 hour
  • CompletedNovember 10, 2021 at 6:00 AMUTC

    The maintenance is now complete. Thanks for your patience.

  • UpdateNovember 10, 2021 at 5:00 AMUTC

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

  • UpdateNovember 10, 2021 at 12:27 AMUTC

    At approximately 12:00 AM ET / 10:00 PM MT our team will be performing scheduled maintenance on our servers and is expected to last for 1 hour. During this time your Gingr application may not be accessible. Visit this status page for any updates and thank you for your patience.

App Search Issue
ResolvedDegraded performance245 hours 16 minutes
  • ResolvedUTC

    This issue has now been resolved. Thank you for your patience.

  • UpdateUTC

    Our IT team has worked with our database hosting service to identify the cause of the isolated search issue. A fix is in progress and we will provide an update once complete.

  • UpdateUTC

    We are continuing to work with our database hosting service to resolve the underlying cause of the isolated search issue. A manual fix has already been applied for impacted customers. We will provide additional updates as more information becomes available.

  • UpdateUTC

    We are still awaiting feedback from our database hosting service regarding resolution of the isolated search issue. We will continue to provide updates as more information becomes available. Thank you.

  • UpdateUTC

    We are awaiting feedback from our database hosting service regarding resolution of the isolated search issue. Thank you for your continued patience.

  • UpdateUTC

    We have confirmed that the search issue is isolated to apps within one specific server cluster, and we are working with our web server host provider to identify a solution. We will provide further updates as they are available.

  • UpdateUTC

    The search issues appear to be isolated to apps within one specific server cluster. We are continuing to investigate the root cause and will provide additional updates as more information becomes available.

  • UpdateUTC

    Our team is continuing to investigate the cause of the search issues. Thank you for your patience.

  • InvestigatingUTC

    At approximately 10:45am MST we began receiving reports of some apps being unable to pull up search results for some clients. Our team is currently investigating this issue and we will provide additional updates as they become available.

Oct 2021

CardConnect Timeout Issue
ResolvedDegraded performance2 hours 40 minutes
  • ResolvedUTC

    This incident has been resolved. Thank you for your patience.

  • UpdateUTC

    CardConnect has indicated that a fix has been implemented and they are monitoring the results. We will provide an additional update once the issue has been fully resolved.

  • InvestigatingUTC

    At approximately 12:50pm MST, we began receiving reports of errors when attempting to process some CardConnect credit card transactions. CardConnect has posted an update that they are aware of the issue and are currently investigating. At this time it appears that only American Express transactions are being impacted. We will provide additional updates as they become available. You can also follow the incident on the CardConnect status page at https://status.cardconnect.com/.

Monitoring App Performance
ResolvedDegraded performance1965 hours
  • ResolvedUTC

    App performance has been greatly improved over the past several weeks and users should no longer be experiencing slow load times. Thank you for your patience.

  • InvestigatingUTC

    Our team is analyzing app performance to improve response times. If you are experiencing slow load times in your app, please contact our support team via email at support@gingrapp.com or by navigating to the "?" icon > Get Support in the top navigation of your app. Be sure to include your Gingr app URL (i.e. abcd.gingrapp.com), the date and time of the slowness, and the affected pages or actions. These details will assist our teams in identifying and resolving the performance issues. Thank you!

Application Feature Updates
ResolvedDegraded performance35 minutes

  • At approximately 8:35pm MT, our development team completed an application update containing the following items. If you are experiencing an issue, then reach out to our support team. October 13th, 2021 -Resolved an issue where you could refund a forfeited deposit from the deposits list. We adjusted the Left-hand Navigation: Reservations » Deposits page so that if a deposit has already been forfeited, the user cannot refund it from this page. Instead, they’ll need to view the invoice for the forfeited deposit and refund the charge from there. -Resolved an issue where the Gingr Payments Dashboard was linking to the invoice for the deposit ID instead of the invoice ID when viewing invoices from this page. -Resolved an issue where checking the Include Addresses checkbox on the Services by Date report, the Scheduled At column would be removed from the report. -SMS Campaigns Update: We have updated the SMS Marketing code so that it works the same way as Email campaigns. This will now ask you to schedule your SMS campaigns, and supports interruption-free sending of large recipient campaigns.

    UTC
OCT14
Upcoming Maintenance: Application Feature Update
CompletedMaintenance30 minutes
  • CompletedOctober 14, 2021 at 2:30 AMUTC

    The maintenance is now complete. Thanks for your patience.

  • UpdateOctober 14, 2021 at 2:00 AMUTC

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

  • UpdateOctober 13, 2021 at 9:55 PMUTC

    At approximately 8:00 pm MT / 10:00 pm ET, our team will be performing an update to Gingr. This update will contain issue fixes and improvements. There is no expected impact to application operation during this time. Visit the status page after the update to learn more about the changes.

Sep 2021

App Slowness
ResolvedDegraded performance4 hours 56 minutes
  • ResolvedUTC

    At this time the application performance issues have been fully resolved. We appreciate your patience while our teams worked to address this. We will be providing a recap of the incident as well as planned performance improvement steps later today.

  • UpdateUTC

    At this time, application performance is back to normal after increasing the number of available web servers to serve requests for the application. Customer reports of performance issues have subsided, but we are going to continue monitoring. Thank you for your patience.

  • UpdateUTC

    We are continuing to receive some reports of slow response times. We have deployed additional web servers to mitigate the issue. We are continuing to investigate and monitor. Another update will be provided as more information becomes available.

  • UpdateUTC

    Our team identified an issue with the number of concurrent files that can be opened concurrently across web servers. Our team immediately deployed additional web servers to expand capacity. We are beginning to see a reduction in errors but our team is continuing to investigate and monitor the situation. We will continue to provide updates as they become available.

  • InvestigatingUTC

    We have received reports of slowness across the application, and are currently investigating the root cause of this issue. We will continue to provide updates as they become available.

Application Feature Updates
ResolvedDegraded performance25 minutes

  • At approximately 8:55 pm MT, our development team completed an application update containing the following items. If you are experiencing an issue, then reach out to our support team. New Feature: Gingr is introducing a new financial report to provide a Sales Receipt for the sales and payment activities of the day or date range. This report aggregates information on net cash, accounts receivable, liability accounts (like package credits and prepayments), and more to provide accounting-friendly sales information on a day-by-day or short date range basis. This report also provides an export formatted for use with Quickbooks Online. The export is formatted to be imported into QBO as a Sales Receipt, which will then provide activity directly from Gingr for use in generating GAAP reporting in QBO. For more details and to learn more, visit our knowledge base: https://togetherwork.zendesk.com/knowledge/articles/4406742809101/en-us?brand_id=360004635351 Improvements: -Added support to integrate with AbcKam as an integrated webcam provider. -Security: Performed a security update to remove auto-complete on Gingr password fields. This was a required update for compliance. -Gingr Payments: Added the ability to customize your Statement Descriptor after the initial sign-up for Gingr Payments. This allows you to control how charges for payments using Gingr Payments will display on the pet parents’ bank statement. -Updated the button text when a pet parent or employee is making a reservation or appointment with recurring dates, and one of those dates must be added to the wait list. We updated the button text based on a conversation with the team to improve clarity about what the “add to waitlist” button does on this page. Bug Fixes: -Resolved an issue with reservations created using the Recurring Dates feature where the system would not keep the selected end time for the first reservation for the recurring reservations. -Resolved an issue that occurred when refunding a payment that caused the payment amount to appear as a negative number, causing issues with the invoice status and confusion on the invoice itself. -Resolved an issue where having both a deposit and an overpaid prepayment on an invoice caused an issue with the invoice display and with the overpayment being credited to the account. -Resolved an issue where pet parents that text the facility before they become an owner in Gingr would have their conversation erased. We now keep the previous conversation in a separate thread, which will contain all of the messages but will not give the business any new notifications for that phone number. The thread for the owner account that was created will be the primary thread moving forward, but the business can reference any of that past conversation by pulling up the old thread.

    UTC

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