Rock Gym Pro - Notice history

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.

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.

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.

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,

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.

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

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.

The Smartwaiver team has resolved the issue.

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.

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.

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.