Pethealth Software Solutions Status

Scheduled Outcome > Euthanasia: Unable to edit and/or complete

Investigating - Our team is currently investigating an issue with Scheduled Outcome > Euthanasia records and the inability to edit and/or complete these records.
While our team is investigating, the Scheduled Euthanasia can be deleted and re-entered with a Status of 'Completed'
We will post updates through this thread as we have them. Thank you!
Nov 18, 2024 - 15:28 EST

PetPoint Contact US Support Submission Form

Investigating - We have received reports of users being unable to access and submit the Support Submission form from within PetPoint (Support>Contact Us). At this time this seems to be an intermittent issue and may be primarily affecting Enterprise groups.

If you need to submit a support case and are unable to access the form, please use this external URL to do so: https://services.24pet.com/Support/

We are investigating this issue and updates will be posted here as they become available.
Nov 15, 2024 - 15:58 EST

Medical: Conditions automatically added based on Test results are not automatically adding Medical Care Items for Condition

Investigating - Our team is currently investigating an issue where Medical Care Items that should be automatically added based on a Condition are not being added when the Condition itself is triggered automatically by a Test result. The workaround is to manually add the Condition, which will then trigger the Medical Care Item as expected.

If you are unsure whether or not your group uses this specific setup, please follow the steps below to review the Medical Condition field value setup:
Admin > Admin Options > Add/Edit Field Value
Customer Field = Medical Condition
Click on 'Select' for the Medical Condition you'd like to review
Scroll to the bottom of the screen and look for the following:
Is there is a Review Date Default selected? and is the checkbox for "Auto-Schedule Item based on Review Date/Time " checked with selections made under Item Type* and Item Name*?
If the answer is YES, you could be affected by this issue.
Nov 11, 2024 - 18:59 EST

Pet Assistant: Overall Technical issues with auto-uploaded information

Update - Our team continues to investigate issues with Pet Assistant, including data not importing as expected and emails not being delivered to Foster/Adopters. New accounts are also experiencing issues with logging in and accessing the dashboard from the Pet Assistant website.
Nov 04, 2024 - 16:43 EST

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Sep 12, 2024 - 08:21 EDT

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Aug 05, 2024 - 10:50 EDT

Update - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Jul 26, 2024 - 06:18 EDT

Investigating - Emails being sent from the Pet Assistant website are not being delivered. Our team is investigating and will post updates here as soon as they are available.
Jul 16, 2024 - 15:52 EDT

Uptime over the past 90 days. View historical uptime.

PetPoint Operational

90 days ago

99.83 % uptime

Today

PetPoint Application Operational

90 days ago

99.12 % uptime

Today

Builders Add-On Operational

90 days ago

99.87 % uptime

Today

Reports Operational

90 days ago

100.0 % uptime

Today

Mobile Inventory Operational

90 days ago

100.0 % uptime

Today

Online Licensing Portal Operational

90 days ago

100.0 % uptime

Today

Mobile Checkout Operational

90 days ago

100.0 % uptime

Today

Online Animal Listings (PetPoint) Operational

90 days ago

100.0 % uptime

Today

Adoptable Animals IFrame Operational

Lost/Found IFrame Operational

Happy Tails IFrame Operational

Webservices Operational

Petfinder Operational

Adopt-a-Pet Operational

Active Animals API Operational

90 days ago

100.0 % uptime

Today

Integrations (PetPoint) Operational

Bluefin Operational

Twitter Operational

Facebook Operational

YouTube Operational

EVE for Clinics Operational

Support Options Degraded Performance

Pethealth Community Operational

PetPoint Monthly Backups Operational

PetPoint Support Degraded Performance

24Pet Degraded Performance

90 days ago

100.0 % uptime

Today

Pet Assistant Degraded Performance

90 days ago

100.0 % uptime

Today

Pet Professional Portal Operational

24Petconnect Operational

90 days ago

100.0 % uptime

Today

Operational

Degraded Performance

Partial Outage

Major Outage

Maintenance

Past Incidents

Nov 20, 2024

PetPoint "Cannot read properties of undefined (reading 'Validate")" error message

Resolved - The correction for this issue was released last night 11/19/2024 and this issue is considered resolved.
Nov 20, 09:18 EST

Identified - The Development team has determine the cause of this issue and is working on a correction.
We will continue to post updates here as they become available.

Thank you for your patience!
Nov 13, 15:44 EST

Investigating - We have reports of users receiving a "Cannot read properties of undefined (reading 'Validate")" error message. This error message is typically being received when creating or editing Person records.
In the meantime, Person records can be created and edited in a PetPoint 5 module such as Care Activity, Case, and Finance.

We will post updates here as they become available.
Nov 13, 13:41 EST

Nov 19, 2024

No incidents reported.

Nov 18, 2024

Unresolved incident: Scheduled Outcome > Euthanasia: Unable to edit and/or complete.

Nov 17, 2024

PetPoint Continuous Maintenance starting on 11/17/2024 at 9pm Eastern

Completed - The scheduled maintenance has been completed.
Nov 17, 22:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 17, 21:00 EST

Scheduled - We will be performing continuous maintenance to optimize the PetPoint Software System on November 17th, between 9:00 PM and 10:00 PM Eastern. You may experience slight delays in the processing of PetPoint during this time period, but no other impact to PetPoint is expected during this continuous maintenance period.
Nov 15, 17:27 EST

Nov 16, 2024

No incidents reported.

Nov 15, 2024

PetPoint Builder Performance Issue

Resolved - This incident has been resolved.
Nov 15, 13:22 EST

Investigating - Access to PetPoint Enterprise Builders is currently unavailable or experiencing technical difficulties. We are investigating the cause for this and will provide an update as soon as possible.
Nov 15, 11:56 EST

Nov 14, 2024

PetPoint to Adopt-a-Pet auto-uploads technical issue

Resolved - This incident has been resolved.
Nov 14, 11:14 EST

Update - The PetPoint and Adopt-a-Pet teams are continuing to work towards a full resolution for this issue. We thank you for your patience as the two teams work together to bring the best experience possible.

*As a quick reminder -
To fix Animal Records that have remained on Adopt-a-Pet after they have been inactive/released or otherwise made ineligible to appear as Adoptable:

1. Log in at www.adoptapet.com/login
*If you need login help, please email helpdesk@adoptapet.com
2. From the Pet Lists menu, select "My Pet List"
3. Delete pets as needed
*Reminder: Pets must be inactive/released or, if active, in a stage that is not mapped to populate the Adoptable Animal listings in PetPoint
Sep 12, 08:22 EDT

Update - The PetPoint and Adopt-a-Pet teams are getting closer to a full resolution for this issue. We thank you for your patience as the two teams work together to bring the best experience possible.

*As a quick reminder -
To fix Animal Records that have remained on Adopt-a-Pet after they have been inactive/released or otherwise made ineligible to appear as Adoptable:

1. Log in at www.adoptapet.com/login
*If you need login help, please email helpdesk@adoptapet.com
2. From the Pet Lists menu, select "My Pet List"
3. Delete pets as needed
*Reminder: Pets must be inactive/released or, if active, in a stage that is not mapped to populate the Adoptable Animal listings in PetPoint
Feb 12, 09:42 EST

Update - As the PetPoint and Adopt-a-Pet teams work together on the best solution, we wanted to offer the following from Adopt-a-Pet:

To fix Animal Records that have remained on Adopt-a-Pet after they have been inactive/released or otherwise made ineligible to appear as Adoptable:

1. Log in at www.adoptapet.com/login
*If you need login help, please email helpdesk@adoptapet.com
2. From the Pet Lists menu, select "My Pet List"
3. Delete pets as needed
*Reminder: Pets must be inactive/released or, if active, in a stage that is not mapped to populate the Adoptable Animal listings in PetPoint
Dec 22, 14:39 EST

Update - We are continuing to work on getting this issue with the incorrect listings on Adopt-a-Pet resolved. Updates will be posted here as they are available. Thank you for your patience.
Oct 4, 16:26 EDT

Identified - We are currently working to resolve an issue where Inactive/ineligable animal records remain in the Adopt-a-Pet feed. We will post updates through this thread as we have them. Thank you!
Aug 30, 18:29 EDT

Pet Professional Portal: Unable to Save error

Resolved - This incident has been resolved.
Nov 14, 11:03 EST

Identified - The issue causing the 'Unable to Save' error has been identified and our team is working towards a resolution. In the meantime, if you remove the photo from the record and then click Save, the error will not display. Please contact our call center at 1- 833-714-5866 to complete your registrations if they are not being completed despite the error. Thank you for your patience!
Nov 4, 16:41 EST

Investigating - We have received reports of clients receiving an "Unable to Save" error when submitting registrations. Our development teams are investigating the cause of this issue and we hope to provide an update as soon as one is available. In the meantime, you can contact our call center at 1- 833-714-5866 to complete your registrations. Thank you for your patience!
Oct 31, 08:58 EDT

Nov 13, 2024

Animal Photos: Displaying as a broken link in Search

Resolved - The fix for this issue has been deployed. Animal photos should now be displaying properly in the Search Index/Info Center/Home Screen.

Thank you for your patience.
Nov 13, 09:05 EST

Update - Our team has identified a resolution for this issue, and we will update this post with details about when that fix is scheduled to deploy. Thank you!
Nov 7, 09:17 EST

Identified - Our team has identified the cause of this issue and are working towards a resolution. We will continue to post updates through this thread. Thank you!
Nov 5, 08:37 EST

Update - Our team is currently working on an issue with animal photos appearing as a broken image icon instead of the primary photo in the search. This appears to also have an impact on reports that use the Thumbnail version of the photo. We will post updates through this thread as we have them. Thank you!
Nov 4, 16:39 EST

Investigating - Our team is currently working on an issue with animal photos appearing as a broken image icon instead of the primary photo in the search. This appears to also have an impact on reports that use the Thumbnail version of the photo. We will post updates through this thread as we have them. Thank you!
Nov 1, 14:37 EDT

Online Animal Listings not displaying properly for both US and Canadian groups

Resolved - This issue has been resolved for both US and Canadian groups. All Online Animal Listings should be displaying properly at this time.
Thank you for your patience.
Nov 13, 09:03 EST

Monitoring - A correction has been made and the online animal listings for US groups should now be displaying properly.
We are still working on resolving the issue for Canadian groups and will continue to post updates as they become available.
Nov 12, 10:44 EST

Investigating - We have received reports that the iframes and webservices online animal listings are not displaying properly for both US and Canadian groups At this time we believe this to be a separate issue from the Adoptable Animal Listings for Canadian groups not updating.
We are investigating the cause and a solution; we will post updates here as they become available.
Nov 12, 09:27 EST

Adoptable Animal listings not updating for groups in Canada

Resolved - The correction for this issue has been released and the Online Animal Listings for Canadian groups should be updating as expected.

Thank you for your patience.
Nov 13, 09:01 EST

Identified - This issue has been identified and our team expects this to be resolved by 12:00am on 11/13/2024.
Nov 11, 18:30 EST

Investigating - Our team is currently working on an issue with the data replication for online animal listings for groups located in Canada. We will post updates through this thread as we have them. Thank you!
Nov 11, 15:56 EST

CDN moving to new service

Completed - The scheduled maintenance has been completed.
Nov 13, 04:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 13, 03:00 EST

Scheduled - During this time, when a user adds a new photo, there may be a delay and/or broken images for up to 15 minutes.
Nov 12, 17:56 EST

Canadian Database Server Maintenance

Completed - The scheduled maintenance has been completed.
Nov 13, 01:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 13, 00:00 EST

Scheduled - We will be performing maintenance to the Canadian Database Servers on 11/13/2024 between 12:00am and 1:00am Eastern. During this maintenance period, users residing in Canada will not be able to access PetPoint.
Nov 12, 17:52 EST

Scheduled PetPoint Maintenance starting on 11/12/2024 at 10pm Eastern

Completed - The scheduled maintenance has been completed.
Nov 13, 00:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 12, 22:00 EST

Scheduled - We will be performing scheduled maintenance in the PetPoint Software System on November 12th, between the hours of 10:00pm and 12:00am Eastern.
During this time the Receipt search will be paused and unavailable for the duration of the deployment. In addition to the Receipt search pause, the system may be unavailable, users may receive error messages, users may be returned to the login page, the system may freeze, or overall data may appear out of sync.
Nov 12, 17:48 EST

Nov 12, 2024

Nov 11, 2024

Builders Issues

Resolved - This issue has been resolved.
Nov 11, 15:54 EST

Investigating - We are currently investigating this issue.
Nov 11, 15:14 EST

Petpoint - Issues with the Foster Module

Resolved - This incident has been resolved.
Nov 11, 09:52 EST

Monitoring - For multiple animal Foster records where the animals are NOT being returned together, there are two ways in which these records can be marked completed:

1. Automatically:
Current foster records can be automatically ended for a single animal within the foster group:
-When the animal is added to a new Outcome record.
-When the animal is added to a new Foster record.
The foster end fields will be automatically marked "Complete" as soon as the Outcome or new Foster record is completed.
You can then use Bulk Edit to manually complete the rest of the foster group's records:

2. Manually:
If the animal's foster visit is ending before Outcome (or splitting from the group in any way aside from an Outcome or new Foster) you must use Bulk Edit on the Info Center to manage these records.
When one animal deviates from the group, you can no longer use the Foster record modal to manage all records. You must use Bulk Edit to make any future changes to the foster record after the first animal has been edited with Bulk Edit. Please see the article in Community titled "Bulk Edit records from the Info Center" for more details on this functionality.
Oct 31, 11:12 EDT

Identified - Our team is continuing to work towards a resolution for the remaining issues being reported in the Foster module. Additionally, we want to ensure that users are handling multiple animal Foster records correctly:

For multiple animal Foster records where the animals are NOT being returned together, there are two ways in which these records can be marked completed:

1. Automatically:
Current foster records can be automatically ended for a single animal within the foster group:
-When the animal is added to a new Outcome record.
-When the animal is added to a new Foster record.
The foster end fields will be automatically marked "Complete" as soon as the Outcome or new Foster record is completed.
You can then use Bulk Edit to manually complete the rest of the foster group's records:

2. Manually:
If the animal's foster visit is ending before Outcome (or splitting from the group in any way aside from an Outcome or new Foster) you must use Bulk Edit on the Info Center to manage these records.
When one animal deviates from the group, you can no longer use the Foster record modal to manage all records. You must use Bulk Edit to make any future changes to the foster record after the first animal has been edited with Bulk Edit. Please see the article in Community titled "Bulk Edit records from the Info Center" for more details on this functionality.
Oct 10, 16:29 EDT

Investigating - We have received several reports of issues within the Foster module. These include but are not limited to the Multi-Animal Fosters End Status not completing for all Fosters, Scheduled Animal Fosters throwing an error message when attempting to update the Start Status to Completed, and Fosters records being duplicated on Animal records.
We are investigating these issues and will post updates here as they become available.

Thank you for your patience.
Sep 23, 11:34 EDT

Nov 10, 2024

No incidents reported.

Nov 9, 2024

No incidents reported.

Nov 8, 2024

No incidents reported.

Nov 7, 2024

Nov 6, 2024

PetPoint Continuous Maintenance starting on 11/6/2024 at 10pm Eastern

Completed - The scheduled maintenance has been completed.
Nov 6, 23:00 EST

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 6, 22:00 EST

Scheduled - We will be performing continuous maintenance to optimize the PetPoint Software System on November 6th, between 10:00pm and 11:00pm Eastern. You may experience slight delays in the processing of PetPoint during this time period, but no other impact to PetPoint is expected during this continuous maintenance period.
Nov 6, 14:45 EST

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