Waiver Delivery Issues

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.

Some customers are also reporting issues accessing recent waiver activity. If that is the case, you can login to the SmartWaiver 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.

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.