Are any other agencies having issue with the mobile application not allowing staff to clock out of a visit?

It looks like the system is function correctly now.  We had our first report of an issue at 1:50pm EST.  There were several health aides that reported issues during this period.  Then at 3:02pm EST, I had seen the first successful clock-out work.  This defines the duration of the issue to be a little more than 1 hour.

 It is challenging to try and determine what causes these issues.  After confirming all local variables to not be causing the issue and more cases of the same issue accumulating, then the only cause left is the Software itself.  The process of reporting issues results in lengthy time spent to carefully describe all the symptoms of the problem and then wait to see if anything will happen.

The resolution is nothing more than "Thank you for choosing Axxess. We are pleased to inform you that this issue has been resolved. We are happy to know that we have been able to meet your needs and apologize for any inconvenience you may have had. We are committed to providing you the best possible experience using Axxess products. If you have other requests, please submit them through the Support Ticketing Center."

(A copy and paste answer)

This has been an ongoing lack of communication and clarity of the actual root cause and resolution of issues with Axxess software.

Merely fixing the problem is half of the solution.  Being able to show how the issue was resolved it the real work.  This is a concept that any proper math teacher can attest to.

Communication to the customer on how an issue occurred and the implemented resolution can greatly increase product trust.

To summarize:

The issue has been fixed.  

The resolution is unknown,

and the prevention of reoccurrence is likely not even thought about.

01-13-2021 1:13pm EST.
This same issue is occurring again. Our health aides on mobile devices are able to clock into visits but are not able to clock out of visits.