Affected Components: , , ,

Aug 12, 23:59:05 GMT+0
Resolved - Thank you for your patience. This issue has been resolved and full functionality is now restored. If you experience any further issues, please reach out to support@rockgympro.com..

Aug 12, 23:43:15 GMT+0
Investigating - This afternoon, we identified an issue affecting reCAPTCHA for online widget bookings. Our team is actively working to resolve it as quickly as possible. We'll update this page as soon as we have more information or a fix in place. Thank you for your patience..

Affected Components:

Jun 17, 19:00:39 GMT+0
Resolved - Earlier today, we identified an issue that prevented member change requests from loading for both Cloud and Locally Hosted customers. The issue has been resolved, and member change requests are now loading normally. No action is required. We apologize for any inconvenience and appreciate your patience. .

Affected Components: , ,

May 31, 20:28:58 GMT+0
Resolved - The issue affecting completed Smartwaiver forms appearing has been fully resolved. Our team worked with Smartwaiver to restore normal processing, and all affected waiver queues were successfully cleared as of 3:58 PM ET. Any waivers submitted during the disruption should now be visible and available as expected. .

May 31, 19:36:34 GMT+0
Investigating - We are investigating reports that completed waiver submissions are not appearing in Smartwaiver as expected. Our team is working with Smartwaiver, who is actively investigating the issue and working to determine the scope and root cause. Customers may experience delays or failures in the processing of newly submitted waivers. We will provide additional updates as more information becomes available..

Affected Components:

Sep 6, 16:47:39 GMT+0
Resolved - We've now resolved the incident. Thanks for your patience..

Apr 15, 19:54:32 GMT+0
Investigating - Thank you for your patience. We have learned that the Windows 11 April 2026 update (KB5083769) for versions 25H2 and 24H2 introduces significant security changes to the Remote Desktop Protocol (RDP) and that is the most likely culprit for this issue. It appears that this pop-up will occur if this update is run on the local computer. Our IT team is still investigating a resolution. We will update this status page as soon as we have additional information. Thank you!.

Apr 15, 19:00:07 GMT+0
Investigating - Hello, Earlier today we were made aware of a pop-up error message that states "Caution: Unknown remote connection" when attempting to connect to RGP Cloud seats. Our development and IT teams are investigating this issue now, and we expect to know more soon. In the meantime, select the following options in the pop-up to proceed so you can operate without issue: - **Drives** – allows you to save and upload files between your computer and the system - **Clipboard** – allows you to copy and paste between your computer and the system - **Ports** – enables certain device connections that may be needed depending on your setup - **Printers** – required for receipt and report printing Then click Connect. Please let us know if you run into any issues. We will update this notice as soon as we have more information. Thank you!.

Affected Components: , ,

Mar 24, 13:05:50 GMT+0
Resolved - We are seeing signs of recovery, and early reports are encouraging. Initial checks indicate that online booking links, the web/mobile dashboard, and member change requests are coming back online. Our team is continuing to monitor closely to ensure stability. We appreciate your patience while we worked to fully restore service..

Mar 24, 12:03:37 GMT+0
Investigating - We are currently investigating reports that online booking functionality and member change requests are unavailable. Our team is actively working to identify the root cause and restore service as quickly as possible. We will provide updates as more information becomes available..

Affected Components: ,

Mar 18, 02:55:05 GMT+0
Resolved - The issue impacting Smartwaiver services, which affected waiver functionality for some Rock Gym Pro customers, has been resolved. Access may still be intermittent for some users as updates continue to propagate across networks and devices, but functionality should continue improving as this process completes. In some cases, performing a force refresh on tablets or devices may help restore access more quickly. We appreciate your patience as the Smartwaiver team worked to resolve this..

Mar 18, 01:23:42 GMT+0
Identified - The Smartwaiver team has identified the issue impacting their services and is actively working toward a resolution. At this time, Smartwaiver has confirmed there is no data loss and that their systems remain healthy. While this may appear as a full outage from the user perspective, their services are continuing to run behind the scenes as they work to restore normal functionality. As a temporary workaround, some customers have reported more success when switching between mobile data and Wi-Fi, though results have been inconsistent. We will continue to share updates as we receive more information from the Smartwaiver team..

Mar 17, 23:49:13 GMT+0
Investigating - We are currently investigating reports of issues affecting the Smartwaiver integration. We have received similar reports from multiple facilities and have escalated the issue with the Smartwaiver team. As a temporary workaround, some customers have reported partial success using web URLs or kiosk URLs, though results have been inconsistent: [Kiosk URL setup](https://support.rockgympro.com/hc/en-us/articles/360056597972-Creating-the-URL-for-an-iPad-Waiver-Station-form ) [Web URL setup](https://support.rockgympro.com/hc/en-us/articles/360056597952-Creating-a-waiver-form-URL-for-your-website) Please note that web URLs require email verification. This can be manually validated in RGP by navigating to: **Data Entry > Find Document > Recent Activity > “Validate Manually”**link next to customer's waiver entry We will continue to provide updates here as more information becomes available..

Affected Components:

Mar 3, 17:27:02 GMT+0
Resolved - We recently identified an issue that could occur if two users logged into Rock Gym Pro Settings on the same day. A patch was deployed overnight to all Cloud-hosted environments to correct this behavior. The permissions conflict has now been resolved. Some customers may have already received direct communication from our Support team regarding this issue. We appreciate your patience while we worked to address it If you continue to experience any unexpected behavior within Settings, please [contact Support](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491) and we will assist promptly..

Feb 27, 15:56:12 GMT+0
Investigating - Hi, We want to make you aware of a current issue involving Settings permissions in RGP. There is a bug that occurs if two users attempt to log into RGP Settings on the same day. The second user logging in may receive the following permissions error message. **Rock Gym Pro INTERNAL ERROR Access to the path 'C:\ProgramData\RockGymPro\ClientEnvironmentLog20260226.log' is denied.** **Continue?** If you see this message, **do NOT click “Yes” to continue.** Clicking “Yes” will wipe out the database settings and prevent RGP from communicating with the backend server. Instead: - Click **“No”** - Immediately report the issue to RGP Support While we work toward a permanent fix, please let your Admin-level staff know that only one person should access Settings per day to prevent the issue from occurring. We truly appreciate your patience while we work through this and will keep you updated as soon as a permanent fix is in place..

Affected Components: , , ,

Mar 3, 17:29:39 GMT+0
Resolved - We recently identified an issue that, in certain cases, caused an “Access is denied” error when attempting to manually enter and store credit card information within customer records. A patch was deployed overnight to correct this issue. Customers should now be able to store cards on file without interruption. Some customers may have already received direct communication from our Support team regarding this issue. We appreciate your patience while we worked to implement the fix. If you continue to experience any unexpected behavior with storing credit cards, please [contact Support](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491) and we will assist promptly..

Mar 1, 17:56:44 GMT+0
Investigating - We are currently investigating an issue where Cloud customers may receive an unexpected alert when entering credit card details for EFT billing or new direct debit customers. > Rock Gym Pro INTERNAL ERROR > > Access is denied. (Exception from HRESULT: 080070005 (E_ACCESSDENIED)) > > Continue? > > Yes No If you receive this alert, please select Yes and proceed with entering the card details. The system should allow you to continue the process. In some cases, Rock Gym Pro may close after the card is entered. If this occurs, you can reopen RGP and continue normal operations. Your data will not be lost. Our Development team is actively reviewing the cause of this behavior. We will provide further updates as soon as more information is available. Thank you for your patience..

Affected Components: ,

Mar 3, 17:32:13 GMT+0
Resolved - We identified an issue affecting the Online Mobile Dashboard where certain metrics, including sales and check-ins, were displaying as zero. All underlying data within Rock Gym Pro remained accurate. The issue was limited to dashboard reporting sync. A correction was deployed overnight to all Cloud-hosted environments. Dashboard reporting should now reflect accurate values. Some customers may have already received direct communication from our Support team regarding this issue. We appreciate your patience while we worked to resolve this issue. If you notice any continued discrepancies, please [contact Support](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491) and we will assist you promptly..

Feb 25, 23:42:18 GMT+0
Investigating - We are currently investigating reports that the Web Mobile Dashboard is displaying zero values for sales, check-ins, and other daily metrics. Some gyms have also reported that the dashboard menu shows outdated “last backup” dates for certain locations. At this time, we have every reason to believe this is a display issue within the Web Mobile Dashboard and that underlying data, including transactions and backups, remains intact. For additional peace of mind, you may verify your most recent backup: Navigate to Data Entry > Manage > Backup and Restore Database On Cloud-hosted systems, this can be checked from any seat. On locally hosted systems, this must be checked directly on the server computer. We will provide updates as soon as we have more information..

Affected Components: , , ,

Feb 12, 20:21:32 GMT+0
Resolved - Stripe confirmed they were experiencing elevated error rates and increased response times affecting Visa EU payments due to an issue experienced _by an upstream partner of Stripe_. This issue has now been resolved by Stripe and payments are returning to normal. **What this means for you:** - We are **no longer receiving payment errors from Stripe**. - **Payments moving forward should work normally**. You should not see the “500 Internal Server Error” or similar payment failures anymore. - Any payments that **failed previously should not have been recorded as paid** in RGP because we did not receive a successful response from Stripe at the time. - For payments that did not process, we recommend **retrying those transactions** in RGP. **How to confirm your payments:** You can check the status of individual transactions in the RGP Payments Dashboard at [payments.rockgympro.com](https://payments.rockgympro.com/). **Reconciliation guidance:** We do not have reason to believe that Stripe webhooks were delivered incorrectly. However, due to the nature of this upstream issue, we cannot fully guarantee how every transaction behaved during the disruption. After your Stripe payouts have completed, we recommend running your **Stripe Custom Payout Reconciliation** reports in RGP to review for any unmatched payments. These reports will help you confirm that all transactions recorded in Stripe align with those recorded in RGP. - [Reconciling Your Stripe Custom Payouts](https://support.rockgympro.com/hc/en-us/articles/4549423255437-Reconciling-Your-Stripe-Custom-Payouts) - [Stripe Custom Payout Reconciliation Reports](https://support.rockgympro.com/hc/en-us/articles/8889080440845-Stripe-Custom-Payout-Reconciliation-Reports) We appreciate your patience while this was being resolved..

Feb 12, 19:18:42 GMT+0
Identified - We have confirmed that Stripe is reporting partial degradation and is currently investigating elevated error rates and increased response times, specifically impacting Visa EU payments. At this time, payments are processing intermittently. Some transactions may succeed, while others may return errors. We are continuing to monitor the situation closely and are in communication regarding updates from Stripe. We will share additional information as soon as it becomes available..

Feb 12, 18:40:59 GMT+0
Investigating - We are currently investigating reports of payment failures affecting UK locations using Stripe terminal devices. Customers may see an error message stating: "RGP Payment API Error 500 Internal Server Error. Please try again." or "Error processing Stripe payment: RGP Payment API Error 422 Reader is currently busy processing another request." In reported cases, the card terminal displays the payment as approved, but the transaction does not complete in RGP and may be automatically refunded. Our team is actively investigating the issue with urgency. We will provide an update as soon as more information is available..

Affected Components: ,

Jan 28, 22:17:44 GMT+0
Resolved - The issue preventing Smartwaiver forms from delivering to Rock Gym Pro databases has been resolved, but it may take another hour for the systems to catch up and finish delivering them all. We have been informed that, out of an abundance of caution, the Smartwaiver development team has refired webhooks for all Rock Gym Pro customers for waivers submitted within approximately the last 24 hours. As a result, some facilities may see waivers download that were previously delivered. If duplicate waivers appear, we recommend assigning them as needed. We apologize for any inconvenience this may cause and appreciate your patience while this was fully resolved..

Jan 28, 18:12:28 GMT+0
Monitoring - We have identified the cause of the issue preventing Smartwaiver forms from delivering to Rock Gym Pro databases. Our teams worked closely with Smartwaiver to investigate the reports. The issue was traced to a recent Smartwaiver deployment that unintentionally disrupted form delivery to Rock Gym Pro. Smartwaiver has implemented changes to their web servers to stop the issue from continuing and has confirmed the fix through testing. Smartwaiver is now refiring the affected webhooks so that waivers captured during the disruption are delivered. This process may take some time to fully catch up, but customers should expect all impacted waivers to be delivered. We appreciate everyone’s patience while our teams worked to resolve this..

Jan 28, 16:52:01 GMT+0
Investigating - We are currently investigating reports of waivers not delivering to facilities. We are working on identifying and resolving the issue. We will update customers through our Rock Gym Pro Status page: [status.rockgympro.com](https://status.rockgympro.com/) We appreciate your patience!.

Affected Components: , , , , ,

Jan 17, 18:50:37 GMT+0
Resolved - We investigated and discovered an issue with our email service account and that is now resolved. Confirmation emails are delivering and no data was lost. All previously filled out waivers should now have their confirmation emails delivered as well. Thank you you again for your patience. If you continue to experience any issues, please send a new email to support@rockgympro.com..

Jan 17, 17:39:58 GMT+0
Investigating - This morning we have received a few reports of Rock Gym Pro Waiver confirmation emails not delivering. We are investigating the issue and we will work as fast as possible to restore functionality. For now, you can direct customers to the Kiosk URL as a workaround. That URL will not require a confirmation email and the waiver should deliver right away, just like at a Kiosk. To generate that URL, navigate to _Data Entry > Manage > Waiver Management / Stations > Live_ tab. From there, click the button to _Copy iPad/Netbook URL_. Thank you so much for your patience while we work to resolve this. We will update this page as soon as we know more. .

Affected Components: , , , , , , , , , , , ,

Jan 5, 20:02:12 GMT+0
Resolved - Thank you so much for your patience. We identified and resolved an issue with our google account that was impacting our ability to use reCAPTCHAs for online transactions. Online purchasing/booking functionality has been restored. Don't hesitate to email support@rockgympro.com if you need help with anything else. All the best,.

Jan 5, 18:30:37 GMT+0
Investigating - Upon further investigation, we have discovered that Google has mistakenly flagged an account of ours for potential violation of their TOS and we're working with them to unfreeze service as quickly as possible. We will continue to update this status page as we find out more. Thank you again for your patience and flexibility. .

Jan 5, 18:17:24 GMT+0
Investigating - This morning we have received several reports of the reCAPTCHA system not allowing customer to make online bookings. The issue appears to be related to the Google account that enables reCAPTCHA and we are working as fast as possible to restore this service. Thank you so much for your patience while we investigate. We will provide updates in real time via this status page until the issue is resolved. .

Affected Components: , , ,

Dec 23, 21:06:47 GMT+0
Resolved - We've now resolved the incident. Thanks for your patience..

Dec 22, 00:01:35 GMT+0
Identified - Our Development and IT teams have identified a payment processing interruption that affected some customers for approximately 10 minutes starting around 3 PM PST. All customers who reported issues have since confirmed that credit card payments are back up and processing normally. At this time, no ongoing payment impact or payment portal login issues have been reported. Our teams are continuing to actively investigate the root cause of the interruption and are working to identify steps to prevent this from happening in the future. We appreciate your patience and will provide additional updates as new information becomes available..

Dec 21, 23:21:32 GMT+0
Investigating - We are currently receiving reports of credit card payment processing issues affecting some facilities using Stripe terminals and the RGP payments portal. Impacted users may see errors when attempting to process payments or log into the payments portal. Our IT and Development teams are actively investigating the issue and working with our payment partners to identify the root cause as quickly as possible. We will provide updates as more information becomes available. Thank you for your patience while we work to resolve this..

Affected Components: , ,

Dec 12, 17:30:04 GMT+0
Resolved - The Smartwaiver team has resolved the issue. .

Dec 9, 01:06:08 GMT+0
Investigating - In our last message, we noted that customers may be able to verify waiver delivery status in the Smartwaiver console. Since that update, Smartwaiver has informed us that their console is also experiencing delays. They have reported the following: > "We are aware of an issue causing signed waivers to be delayed from appearing in the console. Waivers are processing but at a slower rate than normal causing the servers to become backed up. We are currently seeing delays of around 30 minutes and will update when we know more." Smartwaiver incident link: [Signed waivers delayed from appearing in the console]( https://status.smartwaiver.com/notices/acllel476yvjlbxh-signed-waivers-delayed-from-appearing-in-the-console) As Smartwaiver customers, we recommend checking out their [status page](https://status.smartwaiver.com/) for the most up-to-date information this evening, as they will be the best source of current details. We will continue to monitor the situation and provide updates here as we learn more..

Dec 9, 00:26:00 GMT+0
Investigating - We are currently investigating reports of waiver delivery delays and instances where waivers do not deliver as expected. Smartwaiver deployed an update last night, and both Smartwaiver and our team have observed related delivery issues. We are collaborating with their team to identify the underlying cause and work toward a resolution. During this time, waiver delivery may be slower than normal or may fail to deliver to Rock Gym Pro. Customers can verify the status of waiver delivery within the [Smartwaiver console](https://app.smartwaiver.com/). Smartwaiver has posted an incident notice here: [Post-server update issues](https://status.smartwaiver.com/notices/cbg2xgrczkwspp8r-post-server-update-issues) We will continue to provide updates as more information becomes available..

Duration: 2 hours

Affected Components: , , ,

Dec 8, 07:00:01 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Dec 8, 05:00:02 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Dec 5, 23:40:35 GMT+0
Identified - Smartwaiver will perform scheduled maintenance on late Sunday (9 PM PST)/early Monday, December 8 starting at 12:00 AM EST. The work is expected to last about two hours, during which all Smartwaiver systems will be offline. Rock Gym Pro will remain operational, but any features that rely on Smartwaiver will be unavailable until Smartwaiver is back online. You may receive automated emails during this window that indicate a process has started or finished. These messages may not reflect the actual system state. For the most accurate and current information, please visit Smartwaiver's status page at [https://status.smartwaiver.com](https://status.smartwaiver.com/notices/eyf09w1ngwnamecr-planned-server-maintenance). If your facility will be open during the outage, Smartwaiver recommends using Offline Mode in the Kiosk App to continue collecting waivers. Learn more here: [Smartwaiver Offline Mode](https://support.smartwaiver.com/hc/en-us/articles/360057050571-Using-the-Smartwaiver-Kiosk-App-Offline). We have also put together best practices to help you prepare for Smartwaiver downtime: [Preparing for Scheduled Smartwaiver Downtime ](https://support.rockgympro.com/hc/en-us/articles/41573851637645-Preparing-for-Scheduled-Smartwaiver-Downtime). Once maintenance is complete, Smartwaiver services will resume automatically..

Affected Components: ,

Nov 25, 00:48:47 GMT+0
Resolved - Good news! The issue affecting waiver delivery has been resolved. We know how stressful it is when waivers aren’t processing, especially since that can impact check-ins and daily operations. We really appreciate everyone’s patience while our teams worked to get this fixed. What to expect: - Waivers that were successfully submitted should now be downloading into your database. If you don’t see them right away, click Refresh in your waiver queue. - If a customer wasn’t able to submit a waiver and received an error message, they will need to fill it out again. Our Development and IT teams are continuing to review what happened. While the issue appears to have been more systemic rather than caused by recent changes, the investigation has already identified opportunities to improve performance and add additional indexing for stability, which we’ve already begun implementing. Thank you again for your patience and understanding while we worked through this. .

Nov 24, 23:37:33 GMT+0
Investigating - We’re seeing signs of improvement. In many cases, previously delayed waivers are now being delivered to some facilities. This may appear as a backlog of waivers processing all at once. Please note that performance may remain inconsistent as we continue to work through the issue. If possible, we recommend checking RGP → Find Document → Recent Activity or the Smartwaiver dashboard to confirm waivers being completed. We’ll continue to post updates as progress is made. Thank you for your continued patience while we stabilize the system..

Nov 24, 22:34:59 GMT+0
Investigating - Some customers are also reporting issues accessing recent waiver activity. If that is the case, you can login to the [SmartWaiver](https://www.smartwaiver.com/) website directly to view recent waivers. If you need your username, you can find your account information in _Data Entry > Manage > Waiver Management / Stations_. From there, click the _Smartwaiver Integration_ button and then click the _Check API Key_ button. Thank you again for your patience and flexibility. We are still working as fast as possible to resolve this and we will update this page as soon as we know more..

Nov 24, 21:45:19 GMT+0
Investigating - We are currently investigating an issue affecting Smartwaiver connectivity within Rock Gym Pro. Some customers may experience waivers not being delivered to the waiver queue in Find Documents. We’ve escalated this to both our Development team and Smartwaiver Support and are working together to identify the cause. Workaround: - Waivers can be confirmed as successfully submitted by navigating to RGP → Find Document → Recent Activity. We’ll post additional updates as soon as more information becomes available..

Affected Components:

Dec 5, 23:32:12 GMT+0
Resolved - We've now resolved the incident. Thanks for your patience..

Nov 27, 21:11:41 GMT+0
Identified - We are aware that some locally hosted, multigym users on the latest version of RGP (v134811) are encountering a Version Mismatch error. **_This issue typically occurs when not all workstations and the server are updated to the same version._** What You Need To Do Please verify that **_every workstation and all of your server computers_** are running RGP v134811. You can check a computer’s version by looking at the bottom-right corner of the Data Entry screen. • If the version is lower than 134811, it must be updated. How to Update 1. Go to Data Entry > Manage > About 2. Click Check for Updates If the update does not install through this method, you can download the latest build directly here: https://app.rockgympro.com/downloads/RockGymProSetup.msi It is very important that every workstation computer and server are checked. If you still experience issues, please try the following: - Check for Windows updates. Make sure you are on the latest version of Windows. - Reboot your computers If this doesn’t resolve your issue, please contact RGP Support with screenshots showing each of your computers are on the latest version. Note: Support is limited over the Thanksgiving holidays this week. We appreciate your patience!.

Affected Components: , , , , , , , , ,

Dec 5, 23:31:49 GMT+0
Resolved - Though this issue requiring customers to update still exists, we'll now take down this notice. .

Nov 22, 01:23:02 GMT+0
Investigating - **Effective Date:** Saturday, November 22, 2025 **Required Version:** RGP v.134811 or later (Released Thursday, November 20, 2025) AWS (Amazon Web Services), which hosts much of RGP’s centralized data, is implementing infrastructure changes that affect how certain data types, like backups, waivers, and customer photos, are processed. To ensure uninterrupted service, **all customers must be running RGP version 134811 or later before they begin operating on their next business day, as early as Saturday, November 22**. **Cloud Customers** You’re all set! All Cloud customers have already been updated. No action is required. **Locally Hosted Customers — Immediate Action Required** If you are a locally hosted customer, you must manually install the latest updates before Saturday to prevent service disruption. How to verify your version number: 1. Launch **Data Entry** 2. Look in the **bottom right corner** under the Find Document button. 3. Check for a version number written in this format: v1.1.**134811**.XX. If your version number is **134811 or higher**, you're all set! If your version number is **lower than 134811**, you will need to **update**: 1. Launch **Data Entry** 2. Go to **Manage → About → Check For Updates** 3. **Install** the update **If you have difficulty installing the update, you can install v.134811 with this direct link: [RGP Update](https://downloads.rockgympro.com/SpecialSetup134811.msi)** Once updated, no further steps are required, and there will be no changes to how RGP functions. If you experience any issues during the update process, please [contact RGP Support](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491) for assistance..

Affected Components: , , , , , , , , , , , , , ,

Nov 14, 06:07:18 GMT+0
Resolved - Thank you again for your patience and flexibility. This issue should now be resolved and payments.rockgympro.com is online. We are still investigating the culprit of this outage, and we will update this page as soon as we know more. All the best,.

Nov 14, 05:50:45 GMT+0
Investigating - This evening we were made aware that some RGP customers using Stripe are having trouble taking payments and that payments.rockgympro.com is offline. We are researching the issue now and are working as fast as possible to resolve this. Thank you for your patience while we investigate. We will update this page the moment we have more information. Thanks again,.

Duration: 15 minutes

Affected Components: , , , , ,

Nov 10, 05:15:00 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Nov 10, 05:00:00 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Nov 5, 23:05:29 GMT+0
Identified - As part of ongoing upgrades to Rock Gym Pro’s payments infrastructure, we will be performing scheduled maintenance during the following window: **Start Date & Time:** Sunday, November 9 at 9 PM PST (which is Monday, November 10 at 05:00 UTC) **Estimated Duration:** up to 15 minutes **Impact:** _Most RGP functions will remain available_. However, staff and customers may encounter temporary error messages when interacting with Stripe payment-related features, including: - Credit card payments at POS - Updating payment information on customer records - Billing - Submitting or processing Change Request Forms involving payment data - Online purchases - Connecting to payments.rockgympro.com These messages are expected and will not cause any issues. We recommend avoiding payment processing via RGP’s Billing Center during this time. _Cloud customers: If you have billing tasks automated and scheduled during this time, temporarily adjust the timing to not interfere with the downtime window._ Customer-facing messages will indicate that content is temporarily unavailable due to scheduled maintenance and suggest retrying after several minutes. For additional support and tips, please see our support page: [Preparing for Scheduled RGP Downtime](https://support.rockgympro.com/hc/en-us/articles/40908423584525-Preparing-for-Scheduled-RGP-Downtime) Thank you for your understanding as we continue to improve performance and reliability..

Affected Components: , , , , ,

Nov 5, 00:32:48 GMT+0
Resolved - We believe this issue has been resolved. To see changes, you may need to close and reopen all Rock Gym Pro windows. Our Dev and IT teams identified the root cause of the service disruption as a temporary capacity issue in our infrastructure, which impacted several connected services. We've increased system capacity, rolled out additional monitoring, and are implementing systemic improvements to better handle future demand and prevent recurrence. Thank you for your patience and understanding. If you notice anything unusual or have further questions, please feel free to reach out to [RGP Support](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491). .

Nov 4, 23:31:39 GMT+0
Investigating - We've received reports of issues affecting several key services, including: - Stripe payment processing - Waiver submissions - Cloud client connections (504 Gateway Timeout errors) Our Dev and IT teams are actively investigating the root cause. We’ll continue to provide updates here as we learn more. Thank you for your patience..

Duration: 5 minutes

Affected Components: , , , , , ,

Nov 3, 05:05:06 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Nov 3, 05:00:02 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Nov 1, 00:01:11 GMT+0
Identified - As part of upcoming improvements to Rock Gym Pro’s payments infrastructure, we’ll perform brief maintenance on 11/3/2025. ### **Scheduled Downtime:** **When:** Monday, November 3 from 12:00 AM – 12:05 AM Eastern Time (2025-11-03 05:00-05:05 UTC) **Expected Duration**: _Up to 5 minutes_ During this time, **RGP will remain operational for most functions**, but staff and customers may see error messages when attempting to interact with areas of the software that rely on **Stripe Custom payments**, including: - Credit card payments at POS - Updating payment information on customer records - Billing - Submitting or processing Change Request Forms that handle payment data - Online purchases - Connecting to payments.rockgympro.com Error messages will prevent actions while the system is offline, but will not cause any issues. The only activity we recommend avoiding altogether during this window is processing payments via RGP’s Billing Center. Customer-facing messages will note that the content is temporarily unavailable due to scheduled maintenance and ask users to retry after several minutes. Thank you for your understanding as we continue to improve performance and reliability..

Affected Components: ,

Sep 6, 16:53:12 GMT+0
Resolved - Smartwaiver has resolved the issue affecting pre-waiver video playback in the Kiosk App. The issue was caused by YouTube changes that blocked video playback for third-party apps like the Kiosk App. **The fix:** Smartwaiver has released a new built-in video upload tool. Videos are now uploaded directly to Smartwaiver and hosted through their own Vimeo account instead of YouTube, so they play reliably in the Kiosk App. This is the permanent solution and replaces the tablet URL / web browser workaround previously recommended. **You can read more about this new tool here:** [Smartwaiver's New Video Tool](https://support.smartwaiver.com/hc/en-us/articles/48067639157645-Smartwaiver-s-New-Video-Tool) **What Rock Gym Pro customers should do:** If your waiver form uses a YouTube video, we recommend switching to the new upload tool to avoid future playback interruptions. You can find setup steps here: Smartwaiver's New Video Tool A few things to know before switching: - No Vimeo account is required. Videos are stored in Smartwaiver's own Vimeo account. - Existing YouTube videos may continue to work, but all new uploads must use the new tool. - There's a 20 GB storage limit per account. - Video playback requires an internet connection. If a device is offline when a waiver loads, the video is skipped and the waiver proceeds normally, whether the video is set to required or optional. **If you were using the web browser workaround:** You can continue using it, but you no longer need to. Once you've switched your video to the new upload tool, the Kiosk App will work normally again. **Stay Updated:** Visit and subscribe to Smartwaiver's Status Page for future updates: [status.smartwaiver.com](https://status.smartwaiver.com).

Oct 30, 19:56:21 GMT+0
Investigating - The Smartwaiver team has [sent out a status page update](https://status.smartwaiver.com/notices/hclyqphbx747afkd-pre-waiver-video-playback-issues-in-the-kiosk-app) announcing an issue where **pre-waiver videos on Smartwaiver forms may not play or may be skipped** when viewed through the Smartwaiver Kiosk App. This does not affect video playback when Smartwaiver forms are opened in a **web browser**. Their Development team is actively investigating. You can follow updates directly on their Status Page. **Recommended Workaround for Rock Gym Pro Customers**: To ensure videos play correctly, we recommend using the **tablet waiver URL** in your device’s web browser instead of the Smartwaiver Kiosk app. You can read more about generating that URL in Rock Gym Pro here: [Creating the URL for an iPad Waiver Station form](https://support.rockgympro.com/hc/en-us/articles/360056597972-Creating-the-URL-for-an-iPad-Waiver-Station-form) **Stay Updated**: We encourage you to visit and subscribe to **Smartwaiver's Status Page** for further updates: [status.smartwaiver.com](https://status.smartwaiver.com/).

Affected Components: , , , , , , , , , ,

Oct 23, 22:43:38 GMT+0
Resolved - We’re happy to report that the issue has been resolved and all cloud-hosted facilities have now been updated. **Cloud Customers:** If your system does not appear to be updated, please close all Rock Gym Pro windows in your cloud host and reopen them. You should then see version 134781 displayed in the bottom right corner of the Data Entry screen (note: the full version number will display as "v1.1.134781.51"). If you still do not see version 134781 after closing and reopening Rock Gym Pro windows in your cloud host, please [reach out to RGP Support for assistance](https://support.rockgympro.com/hc/en-us/requests/new?ticket_form_id=360001185491). **Locally Hosted Customers:** As mentioned earlier today, the update is available to you. We strongly encourage you to download the update as soon as possible by navigating to **Data Entry > Manage > About > Check for Updates**. For multi-gym operations, please coordinate with all locations to ensure everyone updates together and avoids any version mismatches. We sincerely appreciate your patience and understanding throughout the day. We know it’s been a tough one, and we’re grateful for your continued support..

Oct 23, 20:31:04 GMT+0
Monitoring - A fix for the online calendar pricing issue has been deployed to most RGP Cloud customers. Our team is actively updating the remaining environments and expects all customers to be on the fixed version shortly. We appreciate your patience while we complete this process..

Oct 23, 17:18:45 GMT+0
Investigating - We have rolled out an update for locally hosted customers, version 134781, that rolls back the updates to the calendar. This update should resolve issues for online calendar bookings as well as custom questions for online membership offerings. We are working as fast as possible to roll this update out to Cloud customers as well. Thank you again for your patience. We will update this status page as soon as we know more. All the best,.

Oct 23, 15:30:48 GMT+0
Investigating - We have gotten additional reports that online membership offerings may be affected if they have any required custom questions. As a short term work-around, you can edit your online membership offerings to not require these questions until this issue is resolved. Thank you again for your patience, we will provide additional information as soon as we know more..

Oct 23, 14:55:36 GMT+0
Investigating - Hello, Thank you for reaching out, and we’re very sorry for the disruption. This morning we identified an issue affecting **online calendar pricing** for RGP Cloud customers and local host customers on version **134788**. At this time: - **Online bookings** can still be made, but **payments are not being calculated or collected.** - **Staff can contact customers** to collect payment over the phone or use the **Online Change Request Form** to securely gather card details and process the payment through Billing. - Some locations may see **offering questions and header text not displaying correctly.** Please note that **online membership payments are not affected** - this issue only impacts calendar offerings and bookings. Our team is working urgently to resolve these issues and will update the [**RGP Status Page**](https://status.rockgympro.com/) as soon as more information becomes available. Thank you for your patience and understanding while we work to get this resolved. Best, The RGP Team.

Duration: 4 hours

Affected Components: ,

Sep 15, 08:00:02 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Sep 15, 04:00:03 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Sep 10, 18:32:25 GMT+0
Identified - Smartwaiver will be undergoing scheduled maintenance on **Monday, September 15th, 2025, from 12:00 AM to 4:00 AM EDT** (0400 - 0800 UTC or Sunday, September 14th, 9:00 PM to Monday 1:00 AM PDT). During this time, **all Smartwaiver systems will be offline**, particularly Smartwaiver forms. You can view Smartwaiver’s official maintenance notice and follow along for updates here: [Smartwaiver Status Page – Planned Server Maintenance](https://status.smartwaiver.com/notices/ffvo3kl9czegyzzd-scheduled-maintenance-phase-2) While **Rock Gym Pro systems will remain fully operational**, many of our customers use Smartwaiver through our integration. We want to help you prepare so your operations can continue smoothly. **What You Need to Know** - **The Smartwaiver Kiosk App will continue to function if it is already installed**, registered, and configured through Rock Gym Pro (RGP) before the downtime begins. - **Smartwaiver forms** will not work during the downtime, not even through the Smartwaiver Kiosk App. - **RGP Forms, the RGP Member Change Request Form, and any RGP offerings** in your top-level form list **will still be accessible and functional** on your devices. - **New Smartwaiver accounts, templates, or kiosk registrations cannot be created** during the maintenance window. **A Note About Status Updates** This status page post will automatically update to reflect the scheduled maintenance window. However, if you are experiencing issues and the post indicates that the maintenance is complete, please [check the Smartwaiver Status Page directly](https://status.smartwaiver.com/) for the most up-to-date information. Rock Gym Pro does not control the Smartwaiver maintenance process; we’re here to help you stay informed. If something seems off or unresolved, Smartwaiver’s status page will have the most accurate information. **We’ve also put together a support article to help you prepare and minimize disruption:[ Preparing for Scheduled Smartwaiver Downtime](https://support.rockgympro.com/hc/en-us/articles/38967190578317-Preparing-for-Scheduled-Smartwaiver-Downtime)**.

Duration: 4 hours

Affected Components: ,

Aug 27, 08:00:00 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Aug 27, 04:02:57 GMT+0
Identified - The Smartwaiver Planned Server Maintenance is underway. Please see our status page for more details: [RGP Status Page](https://status.rockgympro.com/notices/7pxrwngkmm8rtzp2-smartwaiver-planned-server-maintenance).

Aug 27, 04:00:00 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Aug 27, 03:52:57 GMT+0
Identified - Smartwaiver will be undergoing scheduled maintenance on **Wednesday, August 27th, 2025, from 12:00 AM to 4:00 AM EST** (04:00 - 08:00 UTC). During this time, **all Smartwaiver systems will be offline, particularly Smartwaiver forms**. You can view Smartwaiver’s official maintenance notice and follow along for updates here: [Smartwaiver Status Page – Planned Server Maintenance](https://status.smartwaiver.com/notices/jf8dygdf1lusgy4y-planned-server-maintenance) While **Rock Gym Pro systems will remain fully operational**, many of our customers use Smartwaiver through our integration. We want to help you prepare so your operations can continue smoothly. **What You Need to Know** - **The Smartwaiver Kiosk App will continue to function** if it is already installed, registered, and configured through Rock Gym Pro (RGP) before the downtime begins. - **Smartwaiver forms** will not work during the downtime. - **RGP Forms, the RGP Member Change Request Form, and any RGP offerings** in your top-level form list **will still be accessible and functional** on your devices. - **New Smartwaiver accounts, templates, or kiosk registrations cannot be created** during the maintenance window. To help you prepare, we’ve put together a support article with everything you need to know about this outage and how to minimize disruption ahead of time. **[Preparing for Scheduled Smartwaiver Downtime](https://support.rockgympro.com/hc/en-us/articles/38967190578317-Preparing-for-Scheduled-Smartwaiver-Downtime)**.

Duration: 4 hours

Affected Components: , ,

Aug 27, 03:49:14 GMT+0
Identified - The maintenance window is scheduled for today/tonight at 9 PM PDT (0400 - 0800 UTC)..

Aug 26, 05:32:53 GMT+0
Identified - The Smartwaiver Planned Server Maintenance has been delayed to Wednesday, August 27th, starting at 12 AM EST - 4 AM EST (0400-0800 UTC). Out of an abundance of caution, the Smartwaiver team decided to delay the update upon identifying an issue that they'd like to investigate further. Rock Gym Pro customers are still advised to plan accordingly for the next maintenance window: [Preparing for Smartwaiver Downtime](https://support.rockgympro.com/hc/en-us/articles/38967190578317-Preparing-for-Scheduled-Smartwaiver-Downtime) Thank you for your patience..

Aug 26, 04:00:07 GMT+0
Identified - The scheduled maintenance is now underway. We'll keep you updated on our progress..

Aug 20, 21:39:07 GMT+0
Identified - Smartwaiver will be undergoing scheduled maintenance on **Tuesday, August 26th, 2025, from 12:00 AM to 4:00 AM EST** (04:00 - 08:00 UTC). During this time, **all Smartwaiver systems will be offline, particularly Smartwaiver forms**. You can view Smartwaiver’s official maintenance notice and follow along for updates here: [Smartwaiver Status Page – Planned Server Maintenance](https://status.smartwaiver.com/notices/jf8dygdf1lusgy4y-planned-server-maintenance) While **Rock Gym Pro systems will remain fully operational**, many of our customers use Smartwaiver through our integration. We want to help you prepare so your operations can continue smoothly. **What You Need to Know** - **The Smartwaiver Kiosk App will continue to function** if it is already installed, registered, and configured through Rock Gym Pro (RGP) before the downtime begins. - **Smartwaiver forms** will not work during the downtime. - **RGP Forms, the RGP Member Change Request Form, and any RGP offerings** in your top-level form list **will still be accessible and functional** on your devices. - **New Smartwaiver accounts, templates, or kiosk registrations cannot be created** during the maintenance window. To help you prepare, we’ve put together a support article with everything you need to know about this outage and how to minimize disruption ahead of time. **[Preparing for Scheduled Smartwaiver Downtime](https://support.rockgympro.com/hc/en-us/articles/38967190578317-Preparing-for-Scheduled-Smartwaiver-Downtime)**.

Affected Components: , , , , ,

Jun 12, 14:17:18 GMT+0
Resolved - We've heard from the Smartwaiver team that this issue should now be resolved. Smartwaiver forms that we have tested are now loading correctly, but service may take a few minutes to fully restore for all customers. If you continue to have issues, please email support@rockgympro.com. Thank you again for your patience. We hope you have a wonderful day! All the best.

Jun 12, 13:15:04 GMT+0
Monitoring - Waivers are still down, but the Smartwaiver team has resolved a portion of the issue and the Smartwaiver website is now working. This means you can login directly to https://www.smartwaiver.com/ and view previously submitted waivers if need be. However, new waivers still cannot be submitted. We will update this status page as soon as waivers are back online. Thank you again for your patience..

Jun 12, 12:48:41 GMT+0
Identified - This morning we were made aware of an Smartwaiver service outage that seems to be affecting all Smartwaiver customers. We have contacted the Smartwaiver team and they are already working to resolve this as quickly as possible. We will update this status page as soon as the Smartwaiver team is able to resolve the outage. Thank you for your patience and understanding. .

Affected Components: , , , , ,

Jun 24, 21:56:43 GMT+0
Resolved - We've now resolved the incident. Thanks for your patience..

Jun 9, 21:08:18 GMT+0
Monitoring - Our Dev and IT teams have identified the root cause of the recent platform issues. Many customers are now reporting that previously affected features are functioning normally again. If you are still experiencing issues: - Please **close all RGP windows** completely and reopen them. - **Cloud users**: Do not just disconnect from the cloud host. Within the cloud window, close all open RGP windows before restarting. We appreciate your patience and will continue monitoring the situation closely..

Jun 9, 20:32:36 GMT+0
Investigating - Our Dev team is working with our IT team to resolve the issues. We've received additional reports that keying in credit cards may not work for some users. We're working to get this and all other issues resolved as quickly as possible. We appreciate your patience!.

Jun 9, 20:01:49 GMT+0
Investigating - We’re currently investigating several issues affecting key parts of our platform: - **Event Signups**: Users are unable to complete event registrations through the website. - **Waiver Forms**: Submissions are failing with internal server errors at multiple locations. - **Kiosk Membership Purchases**: Card payments and storage are failing across several gyms. - **Processing Member Change Request Forms**: Submissions fail with a 501 error when sending emails with attachments. Our team is actively working on a resolution. Thank you for your continued patience..

Affected Components:

Jul 2, 22:08:17 GMT+0
Resolved - We’re happy to report that the issue affecting some customers’ ability to submit Member Change Request forms has been fully resolved. At 2:20 PM PDT / 21:20 UTC today, we deployed an update to our web servers that addresses the root cause of the problem. After extensive investigation, we discovered that recent changes in how Safari and other browsers handle content within iframes were interfering with the functionality of the Rock Gym Pro Change Request Form, which relies heavily on this technology. Our Development team has been working tirelessly to identify and fix the issue, and we’re relieved to confirm that submissions are now processing normally across all supported browsers. We understand how disruptive this has been and sincerely apologize for the frustration it caused. Your patience and feedback have been incredibly helpful and deeply appreciated. If you receive any reports from customers experiencing issues after 2:20 PM PDT, please reach out to our Support team at support@rockgympro.com so we can investigate further. Thank you again for your understanding and continued support..

Jun 9, 17:20:08 GMT+0
Investigating - We are currently aware of an issue affecting some customers' ability to submit Member Change Request forms. While most submissions are processing normally, many users have reported intermittent problems completing the form. In many cases, these issues have been resolved by: - Ensuring the web browser allows cookies - Clearing the browser cache - Trying a different web browser Although these incidents have typically been isolated, we’ve seen a recent increase in reports and are actively investigating the root cause. Our Development team is looking into the issue and working toward a resolution. In the meantime, facilities may advise customers to try the above troubleshooting steps if they encounter problems. We will continue to monitor the situation closely and provide updates as more information becomes available. Thank you for your patience and understanding..

Duration: 30 minutes

Affected Components: ,

Jul 16, 17:53:17 GMT+0
Completed - The maintenance is now complete. Thanks for your patience..

Jul 16, 16:34:12 GMT+0
Update - The Payments Dashboard for RGP Stripe Custom customers (payments.rockgympro.com) will undergo a brief update today at 9:45 AM PDT (16:45 UTC) for up to 30 minutes. At some point during this time, some users may be unable to login to the Payments Dashboard. This change only affects the ability for customers to login to the Payments Dashboard. All other payment functionality will not be impacted. We are sorry for any inconvenience this may cause and appreciate your patience during this time. .

Duration: 1 hour

Affected Components: , ,

Apr 12, 23:45:55 GMT+0
Completed - On April 15th at 3am EST (for approximately one hour), and on April 16th at 3am EST (for approximately ten minutes), Smartwaiver will be performing system upgrades to the Smartwaiver database. During these two maintenance periods, they have informed us that you can expect the following behavior: - You may not be able to log into the account via browser or via mobile application. - Participants may not be able to sign waivers via browser or via Kiosk app. (If a login is attempted or if a waiver link is clicked during this window, you and your participants will see a white page with messaging that 'Smartwaiver is down.') You may need to provide your participants with an alternate option or paper form during this period. (Your attorney or insurance can provide a blank paper version of your form if needed.) Once the system upgrades have completed you should be able to refresh your login screen or waiver link to resume use of Smartwaiver as normal. You can read more about their progress here: [status.smartwaiver.com](https://status.smartwaiver.com/) Thank you in advance for your understanding and please reach out to Smartwaiver support with any additional questions: support@smartwaiver.com.

Apr 9, 21:34:40 GMT+0
Update - On Monday, April 15th, starting at 07:00 UTC (8 AM BST, 3 AM EST, 5 PM AEST), the Smartwaiver team will be performing system-wide server maintenance to update their platform. The maintenance is estimated to last up to one hour. During this time all Smartwaiver services are expected to be down. Users will be unable to log into their Smartwaiver accounts and participants may not be able to sign SmartWaiver forms. To prepare for this downtime, Rock Gym Pro recommends printing paper waivers to have on hand during that time window. If waivers are completed before the time window and are in Rock Gym Pro's Find Document area before the downtime, they will still be present during the downtime. You can read more about their server maintenance and check status of the maintenance on their status page: [status.smartwaiver.com](https://status.smartwaiver.com/).

Duration: 10 minutes

Affected Components: , , , , , , ,

Mar 15, 16:32:24 GMT+0
Completed - The maintenance portion that might have affected web functionality was completed at 9:08 AM PST/16:08 UTC. We were able to keep web functionality available during that time, but if your facility is experiencing an issue, please reach out to support@rockgympro.com. We thank you for your patience. .

Mar 15, 14:25:04 GMT+0
Update - Rock Gym Pro will be performing maintenance on some of our web servers at 9 AM PST/16:00 UTC March 15, 2024. The maintenance is estimated to take 5-10 minutes. During this time, some components of RGP's web functionality will experience issues for some facilities, primarily the web/mobile dashboard and online membership and calendar offerings. We are sorry for the inconvenience this may cause your facility. This work is critical to our web servers but we will do our best to minimize disruption and downtime of web functionality. .