Rock Gym Pro - Notice history

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

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!

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.

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.

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.

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.

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.

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.

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.

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.