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Terrence
Terrence
IT Admin
Posted 5 months ago

Anyone having issues with connectivity?

33 replies
Dane GriffithDavid

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Terrence
Terrence
5 months ago
No access to Axxess
No access to Axxess
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Terrence
Terrence
5 months ago
Still down 11/08/2020 9:16pm
Still down 11/08/2020 9:16pm
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Keshia Moore
Keshia Moore
5 months ago

Hello @Terrence, 

Thank you for reaching out to us and I apologize for any inconvenience you may be experiencing. We're is aware of the issue and we're diligently working on the matter. We hope to have this matter resolved as quickly as possible.

Thank you for choosing Axxess.

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Temi
Temi
5 months ago

Hi @Terrence,

We sincerely apologize for the inconvenience and appreciate your patience. Please log in via accounts.axxessweb.comto use the software.

We will keep you updated when Axxess.com is back up.

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Terrence
Terrence
5 months ago

Still issues

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Terrence
Terrence
5 months ago
Internal Error
Internal Error
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Terrence
Terrence
5 months ago

The issue persist in Firefox as well

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Temi
Temi
5 months ago

Thank you so much for your patience @Terrence https://www.axxess.com/ is back up. 
 

Please try now and let us know if you are now able to gain access.

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Terrence
Terrence
5 months ago

I see that the main page https://www.axxess.com/  is back up now, however more importantly, the portal page is still having issues.

 

There has never been any discussion on why these issues persist so often and how Axxess is going to improve this compounding reliability problem.  I have requested follow up information many times when these reliability issues occur only to be ignored. 

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Temi
Temi
5 months ago

we are so sorry to hear that @Terrence  and sincerely apologize for any inconveniences this has caused. 

Our team is diligently working on restoring the site in it’s entirety and the issue should be resolved in 30 min or less.

Thank you so much for your understanding as we work to resolve this unexpected issue.

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Temi
Temi
5 months ago

Hi @Terrence ,

The site is back up and fully running.

We thank you for your patience and understanding as we worked on resolving the issue.

We sincerely apologize for any inconveniences you experienced as a result of the site being down.

Thank you for being a valued Axxess customer!

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Terrence  

Some of our clients were having intermittent issues logging in.
The issue is not widespread. We have worked to restore normal performance levels for all clients. We continue monitoring affected areas. 

We apologize for any inconvenience you may have experienced.

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Prashant
Prashant
5 months ago

@Temi Site is back but portal page is still having issues

 

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Temi
Temi
5 months ago

Hi @Prashant,

We are so sorry to hear that.

We sincerely apologize for any inconveniences you may be experiencing.

Please log in using: https://www.axxess.com/

Please let us know if the issue persists, we are on standby to support you until it is resolved.

Thank you for being a valued Axxess customer!

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Prashant
Prashant
5 months ago

Hi @Temi , 

Still its not working. 

 

 

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Temi
Temi
5 months ago

Hi @Prashant,

To better support you, could you please provide The specific area within the software you are encountering the application error?

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Prashant
Prashant
5 months ago

Still we are facing issue with Axxess.  Can anyone update?

 

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Prashant  Sorry to hear that you are still facing issues. You may need to clear out your cache and try again. Can you please try to clear out your cache and tell us when you are getting this error? 

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Prashant
Prashant
5 months ago

Hi Shradha, 


I am getting this error while selecting a branch. I have cleared all cache. let me check one more 

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Prashant
Prashant
5 months ago

We have three branches. Its working for one branch but bit slow. Hopefully we will be  back on track soon. Thanks for your support @Shradha Aiyer @Temi 

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Temi
Temi
5 months ago

Thank you for the feedback @Prashant, we apologize for the inconveniences you may have experienced.

Please continue to share your concerns and feedback. We are always here to support you.

Thank you for being a valued Axxess customer! 

 

 

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Monique
Monique
5 months ago

when will the system be back up @Shradha Aiyer @Temi @Terrence 

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Temi
Temi
5 months ago

Good Morning @Monique,

We apologize you are having issues.

The system is up and running, could you please clear out your cache and tell us if you’re still experiencing issues, if you still experience issues after clearing out your cache,  please  describe what specific issues you are experiencing. So that, we may better address the issue.

We are on standby to support you.

 Thank you for being a valued Axxess customer! 

 

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Monique  The system is up and running. Please clear your cache and login. 

Can you please explain your challenge further so that we can better assist you? 

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Terrence
Terrence
5 months ago

I don't work for Axxess.  The company I work for uses Axxess HomeCare software.  I found the system to be back up at 1:15am 11/09/2020.  Our company has been keeping a recorded log of the downtime we experience and will be addressing it further.  I suggest you may want to do this as well.

 

Best of luck,

Terrence Cheeseman

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Terrence  Axxess experienced a brief interruption Sunday night that affected some users. We have the best record in the industry for enabling clients to operate around-the-clock without disruption. Thank you for sharing your feedback and we will continue to work diligently to ensure system uptime and client satisfaction at all times.

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Terrence
Terrence
5 months ago

@Shradha Aiyer 

Thank you for responding to my reply.  Would a representative of Axxess be willing to reach out to our company with these details and an action plan for resolving future issues?

Your statement "We have the best record in the industry for enabling clients to operate around-the-clock without disruption." can not be validated without statistical data to determine a metric, such as 99.9% uptime.  This article from Intelliwave technologies can explain in detail; https://www.intelliwavetechnologies.com/maintaining-99-9-uptime-in-the-cloud-reliability-security-monitoring-and-recovery/.  

We would be very grateful to have a reliable and prompt resolution when these issues occur. Clarity of an agreed uptime % reliability and action plan on how to maintain this would be very helpful.

I didn't feel that these forums were the place for this conversation, however, no other attempt to have this conversation has been pursued by Axxess when requested.  

So I apologize for this method of communication but hope that we can all work toward improvements to allow everyone the ability to work more easily.  The Axxess software has a lot of very useful features within a comprehensive set of interface options to allow a company the ability to operate successfully.  

If there are any further questions about our company experiences I do invite an Axxess representative to reach out to us with a response to our current and previous inquires.

 

Thank you,

Terrence Cheeseman, IT Admin.

Heaven Sent Home Health Care

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Terrence  Absolutely! We will be happy to speak with you, understand your concern, and can solidify our commitment to your success. A member of our team will reach out shortly. 

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Terrence
Terrence
5 months ago

@Shradha Aiyer 

Thank you, that would be greatly appreciated.

 

Thank you,

Terrence Cheeseman, IT Admin.

Heaven Sent Home Health Care

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Michele
Michele
5 months ago

I am having problems connecting to axxess

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Shradha Aiyer
Shradha Aiyer
5 months ago

@Michele Can you please share where you are having issues when you try to connect? 

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Terrence
Terrence
5 months ago

I was able to log into the Axxess HomeCare system at 1:15am 11/09/2020.  The worker that was having issues logging in had reached out to me at 8:36pm 11/08/2020.  The worker had told me that they could not log into Axxess and had been attempted to for hours.

I will log this downtime and request that a representative with Axxess contact our company with any information on how this can be addressed in the future.

 

Thank You,

Terrence Cheeseman, IT Admin

Heaven Sent Home Health Care

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Tina
Tina
5 months ago

Yes

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