We had many reports from July 15th, 16th and the 22nd of the Axxess mobile app not loading visit notes and the COVID screenings. I had made a ticket for the 15th and 16th on the following Monday (18th) and a made a ticket for the 22nd as it was happening.
This issue have been resolved on the 22nd 3 hours after I had written a ticket, posted on the community page and called in to support about the issue.
I had described the issue with great detail but was never given any indication or reason on why this keeps happening. Looking at the issue from my past experiences, it would seem that there is a web resource latency or availability issue.
The employees had tapped on the visit note in the Axxess app and were given the spinning circle. The Axxess app would finally tell them "Failed to load the Note. Please try again later."
Has any other agency experienced these issues?
Axxess used to be less reliable, with this issue occurring between 2 to 6 times a month. I am very grateful that this issue is less frequent. However, there is no explanation on why or how this issue still exist.
Thank you
Aloha -
Unsure if our issues around that time were related but we had submitted a ticket (HELP-227591) on July 20th regarding the following -
We were having issues with visit notes not appear in the app, as well as not populating in Axxess Planner. There was also a problem where they could not even click on the Agency to get into Client or Schedule Center to workaround this. This was experienced on the back office end as well.
I was waiting for a new report from the field so we could get screenshots and login ourselves to find and screen record the behavior. SO far no one has reported again - hopefully the issue had subsided for good.
Mahalo
@Nicole Thank you for the reply!
I had opened tickets on this issue after I became aware the first time and real-time with the second week. It did not help to resolve the issue any faster unfortunately.
I hope to have my Android virtual environment back up if it happens again, then I can perform a full Cat Log to pinpoint the exact resource or step in the app that is getting hung up.
I had done this before and given it to Axxess, but then for a long while the app has been working well. I do hope these bugs get squashed soon.
I have to say thought, the Axxess App has come a long ways in the last couple years! There is always room for improvement, but Well Done Axxess!
God Bless and take care,
Terrence C.