Cloud Customers Reporting Errors and Issues in Billing, Documents, and Online Calendar Offering Availability

We've now resolved the incident. Thanks for your patience.

Our team has identified and resolved the final, remaining issue caused by our recent software release. This issue has been preventing some facilities from viewing, printing, saving a copy of, or emailing assigned documents. This will be fixed with a final update that will roll out automatically overnight.

No action is required on your part, and the fix will be applied to all Cloud customers during this update.

We greatly appreciate your patience and understanding as we’ve worked to address these challenges. If you have any questions or need assistance after the update tonight, our support team is here to help.

Thank you for your continued support.

Our team has been working diligently to address the issues caused by last night's release to cloud customers. We are pleased to inform you that a new update will automatically roll out to all Cloud customers overnight. This upcoming release will resolve the following issues:

• The "Duplicate Entry" error message
• Errors preventing customers from billing their clients
• Discrepancies between online offering availability and actual offering availability

We understand that these issues have caused frustration and disruption, and we sincerely appreciate your patience and understanding as we work to resolve them. Please know that we are still actively addressing the issue that prevents customers from viewing, printing, saving, or emailing documents assigned to them, and we will keep you updated on our progress.

Thank you for your continued support and understanding. We are committed to providing you with the best possible service and will keep you informed as we make additional updates.

Some customers are also reporting an inability to view, print, save a copy of, or email documents that have already been assigned to customer records. We believe this behavior is also a result of the latest update.

Our team is working quickly to resolve the issues and will post more updates as they become available.

Again, we're so sorry for the inconvenience and appreciate your patience while we work through these issues.

This morning, we became aware of some issues affecting a subset of our Cloud customers following last night’s update. The reported concerns include:

• An error message about a "Duplicate Entry" appearing in various parts of the software, which still allows users to continue their tasks.
• An issue preventing the billing of multiple credit card customers in the billing window.
• An error affecting the ability to bill certain individual customers in the billing window.
• Discrepancies between online calendar availability and actual offerings.

We are actively investigating these matters and have escalated the issue to our technical team. We are sorry for the inconvenience this may cause.

We will provide updates as soon as we have more information. We appreciate your patience as we work to resolve these issues.