tag:status.getweave.com,2005:/historyWeave Status - Incident History2024-03-29T01:51:07-06:00Weavetag:status.getweave.com,2005:Incident/203608122024-03-26T08:08:21-06:002024-03-26T08:08:21-06:00Payment terminals not Registering<p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>08:08</var> MDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>06:55</var> MDT</small><br><strong>Monitoring</strong> - A fix has been implemented, and we are monitoring the solution. You should be able to register your terminal to your weave application. To register your Terminal to your Weave application, please follow this weave help page for instructions: https://www.weavehelp.com/hc/en-us/articles/360061020431-Set-Up-Payments-Terminals</p><p><small>Mar <var data-var='date'>26</var>, <var data-var='time'>06:32</var> MDT</small><br><strong>Investigating</strong> - We are currently investigating why your payment terminal is not registering to your Weave app.</p>tag:status.getweave.com,2005:Incident/202939632024-03-22T12:23:13-06:002024-03-22T12:23:13-06:00Temporary Suspension of Online Bill Pay Service<p><small>Mar <var data-var='date'>22</var>, <var data-var='time'>12:23</var> MDT</small><br><strong>Resolved</strong> - Online Bill Pay Service is mow resolved and accessible. Thank you</p><p><small>Mar <var data-var='date'>18</var>, <var data-var='time'>12:31</var> MDT</small><br><strong>Investigating</strong> - Due to unforeseen circumstances, we regret to inform you that we will be temporarily suspending our Online Bill Pay service. We are actively working on resolving the situation as swiftly as possible.<br /><br />In the meantime, we encourage you to explore alternative payment methods available to you, such as Text to Pay, Terminal, Mobile Tap to Pay, and Manual Card Entry.</p>tag:status.getweave.com,2005:Incident/203045842024-03-19T16:02:58-06:002024-03-19T16:02:58-06:00Support Contact Center Service Interruption<p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>16:02</var> MDT</small><br><strong>Resolved</strong> - This issue is now resolved.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>15:05</var> MDT</small><br><strong>Investigating</strong> - We are currently investigating an issue reaching our Contact Center (Weave Support) by phone. <br />Please feel free to chat with us as we work to get the issue resolved <br />https://www.weavehelp.com/hc/en-us/p/contact-us<br /><br />No Weave products have been impacted by this.</p>tag:status.getweave.com,2005:Incident/203010432024-03-19T08:15:11-06:002024-03-19T08:15:11-06:00Departments tab no loading<p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>08:15</var> MDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>07:20</var> MDT</small><br><strong>Monitoring</strong> - A fix has been implemented, and We are monitoring the results.</p><p><small>Mar <var data-var='date'>19</var>, <var data-var='time'>07:04</var> MDT</small><br><strong>Investigating</strong> - We are currently investigating why the Departments tab in the admin portal is not loading information</p>tag:status.getweave.com,2005:Incident/202434242024-03-14T07:15:25-06:002024-03-14T07:15:26-06:00Forms Syncing Issue<p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>07:15</var> MDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>07:10</var> MDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>07:00</var> MDT</small><br><strong>Investigating</strong> - We are currently investigating an issue with forms not writingback to the practice management software. <br />Error Message: Writeback retry failed! Something went wrong. Please contact support for further assistance.</p>tag:status.getweave.com,2005:Incident/202192252024-03-11T17:08:21-06:002024-03-11T17:08:21-06:00Reports of payment plan details not showing up<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>17:08</var> MDT</small><br><strong>Resolved</strong> - A fix has been deployed to address the issue. <br />Our teams are monitoring the fix to ensure the issue is resolved.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>16:04</var> MDT</small><br><strong>Identified</strong> - The issue has been identified and we are working to implement a fix</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>15:45</var> MDT</small><br><strong>Investigating</strong> - We have received some reports of customers indicating that when they attempt to pull up payment plan details, they are unable to surface results. Our teams are currently investigating.</p>tag:status.getweave.com,2005:Incident/202161552024-03-11T13:21:20-06:002024-03-11T13:21:21-06:00Unable to access Voicemails on the Weave Desktop Application<p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>13:21</var> MDT</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>10:07</var> MDT</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Mar <var data-var='date'>11</var>, <var data-var='time'>09:25</var> MDT</small><br><strong>Investigating</strong> - We are currently investigating reports of users being unable to access Voicemails on the Weave Desktop Application. <br />We will continue to provide updates as our teams identify the issue.</p>tag:status.getweave.com,2005:Incident/201782472024-03-07T08:11:26-07:002024-03-07T08:11:26-07:00Payment Plans are not processing on the scheduled date<p><small>Mar <var data-var='date'> 7</var>, <var data-var='time'>08:11</var> MST</small><br><strong>Resolved</strong> - This issue has now been resolved</p><p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>11:18</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue where some payment plans are scheduled for a previous date but were never processed</p>tag:status.getweave.com,2005:Incident/200652842024-02-25T20:51:07-07:002024-02-25T20:51:07-07:00Unable to access admin portal<p><small>Feb <var data-var='date'>25</var>, <var data-var='time'>20:51</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'>24</var>, <var data-var='time'>08:31</var> MST</small><br><strong>Monitoring</strong> - We have implemented a fix and will continue to monitor the situation regarding signing in to the Weave portal.</p><p><small>Feb <var data-var='date'>24</var>, <var data-var='time'>06:48</var> MST</small><br><strong>Identified</strong> - We've received reports that some customers are unable to access the admin portal where it gets stuck stating "getting current status." The team has identified the issue and is employing a fix.</p>tag:status.getweave.com,2005:Incident/200497582024-02-22T15:45:20-07:002024-02-22T15:45:20-07:003rd Party Incident<p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>15:45</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved</p><p><small>Feb <var data-var='date'>22</var>, <var data-var='time'>09:48</var> MST</small><br><strong>Investigating</strong> - AT&T has reported widespread outages this morning, affecting cellular services and internet services. For more information, check this article: https://www.nbcnews.com/news/us-news/live-blog/internet-cell-outage-live-updates-rcna139965</p>tag:status.getweave.com,2005:Incident/199750832024-02-13T12:50:18-07:002024-02-13T12:50:19-07:00Voicemail Notifications Error<p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>12:50</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>09:30</var> MST</small><br><strong>Update</strong> - A fix has been deployed to address the issue. <br />Our teams are monitoring the fix to ensure the issue is resolved. <br />If you continue to see the error, please restart the Weave Desktop Application.</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>08:27</var> MST</small><br><strong>Monitoring</strong> - A fix has been deployed to address the issue. <br />Our teams are monitoring the fix to ensure the issue is resolved. <br />No action is needed by customers at this time.</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>08:11</var> MST</small><br><strong>Update</strong> - We’re seeing slow load times for call records and voicemails, and about 10% of requests are failing altogether. <br />The issues have been identified and we are working on a resolution. <br />For now, customers should be able to reload the page and get it to load but will see delays in notification times for new voicemails.</p><p><small>Feb <var data-var='date'>13</var>, <var data-var='time'>06:43</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue where offices are receiving voicemail notifications, but when checking voicemails nothing is showing.</p>tag:status.getweave.com,2005:Incident/199412662024-02-09T07:00:56-07:002024-02-09T07:00:56-07:00Call Recordings Not Accessible in Desktop App<p><small>Feb <var data-var='date'> 9</var>, <var data-var='time'>07:00</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>11:25</var> MST</small><br><strong>Identified</strong> - The issue has been identified, and we are in the process of implementing a fix. <br />The workaround for the time being is to access the call recordings in the Portal at app.getweave.com.</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>10:38</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue where call recordings are not accessible in the Desktop app, either missing the play button or not loading in. <br />The recordings are still accessible through our Portal at app.getweave.com at this time.</p>tag:status.getweave.com,2005:Incident/199231212024-02-09T07:00:12-07:002024-02-09T07:00:13-07:00Forms error<p><small>Feb <var data-var='date'> 9</var>, <var data-var='time'>07:00</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>09:37</var> MST</small><br><strong>Investigating</strong> - We are aware that some customers are receiving an error in forms. We are actively investigating.</p>tag:status.getweave.com,2005:Incident/199394762024-02-08T10:44:19-07:002024-02-08T10:44:19-07:00Support Wait Times<p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>10:44</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>07:37</var> MST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Feb <var data-var='date'> 8</var>, <var data-var='time'>07:01</var> MST</small><br><strong>Investigating</strong> - We are currently experiencing an internal systems issue that may cause a delay in answering the Support line.</p>tag:status.getweave.com,2005:Incident/198760312024-01-31T15:26:47-07:002024-01-31T15:26:47-07:00Caller ID on Inbound Calls shows "Integration 1"<p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>15:26</var> MST</small><br><strong>Resolved</strong> - The issue has been identified and a fix has been implemented. If you are experiencing this issue, please restart your Weave app.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>10:14</var> MST</small><br><strong>Identified</strong> - The issue has been identified and a fix has been implemented. If you are experiencing this issue, please restart your Weave app.</p><p><small>Jan <var data-var='date'>31</var>, <var data-var='time'>07:13</var> MST</small><br><strong>Investigating</strong> - We are aware of an issue impacting some customers where "Integration 1" appears as the caller ID on some inbound calls. We are aware of the issue and are currently identifying the cause.</p>tag:status.getweave.com,2005:Incident/196780332024-01-11T14:50:29-07:002024-01-11T14:50:29-07:00Shipping Notification Email<p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>14:50</var> MST</small><br><strong>Resolved</strong> - Our marketing team has sent an email update to all offices that had received a shipping email in error this morning.</p><p><small>Jan <var data-var='date'>11</var>, <var data-var='time'>06:41</var> MST</small><br><strong>Investigating</strong> - Emails were sent out to a small number of customers between 2:05 AM to 3:02 AM MST Thursday Jan 11. The Subject: Weave: Shipping Notification.<br />Confirmed that no hardware actually shipped. We are aware of the emails sent in error and we are investigating. Please disregard these emails if you received one.</p>tag:status.getweave.com,2005:Incident/196722162024-01-10T18:23:53-07:002024-01-10T18:23:53-07:00Support Center Phones Down<p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>18:23</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved. We will resume regular business hours tomorrow at 6am Mountain</p><p><small>Jan <var data-var='date'>10</var>, <var data-var='time'>15:55</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue with our Support telephony system. <br />There is no impact to the Weave phone system that customers use. <br /><br />If you need to contact support, please visit us at https://www.weavehelp.com/hc/en-us/p/contact-us and we'd be happy to live chat with you there! <br />Additionally, the support team can be reached at support@getweave.com via email.</p>tag:status.getweave.com,2005:Incident/196483702024-01-08T10:57:00-07:002024-01-08T10:57:00-07:00Faxs fail to load<p><small>Jan <var data-var='date'> 8</var>, <var data-var='time'>10:57</var> MST</small><br><strong>Resolved</strong> - This issue is now resolved.</p><p><small>Jan <var data-var='date'> 8</var>, <var data-var='time'>10:30</var> MST</small><br><strong>Investigating</strong> - We are currently investigating reports of our fax feature failing to load.</p>tag:status.getweave.com,2005:Incident/194201262023-12-13T12:10:11-07:002023-12-13T12:10:11-07:00Unable to run In Office Payments "Card Reader Error"<p><small>Dec <var data-var='date'>13</var>, <var data-var='time'>12:10</var> MST</small><br><strong>Resolved</strong> - This incident appears to be resolved, but we will continue tracking for investigation purposes. If you continue to see issues with your Payment Terminal, please reach out to our team at 888-579-5668 opt 2 opt 5</p><p><small>Dec <var data-var='date'>12</var>, <var data-var='time'>11:42</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue where, when attempting to run In-Office payments on the terminals, an error comes up "Card Reader Error".</p>tag:status.getweave.com,2005:Incident/193704242023-12-07T14:32:10-07:002023-12-07T14:32:14-07:00Intermittent message failures<p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>14:32</var> MST</small><br><strong>Resolved</strong> - This issue should now be resolved.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>14:16</var> MST</small><br><strong>Monitoring</strong> - A fix has been implemented and our teams are monitoring. <br />Please retry messages that have failed and they should now be sent properly.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>14:09</var> MST</small><br><strong>Investigating</strong> - We are currently investigating intermittent reports of messages failing with the error notification "Send Failed: request failed - missing required parameter"</p>tag:status.getweave.com,2005:Incident/192509412023-12-01T06:47:23-07:002023-12-01T06:47:23-07:00Free trial pop-up not clearing in desktop client<p><small>Dec <var data-var='date'> 1</var>, <var data-var='time'>06:47</var> MST</small><br><strong>Resolved</strong> - This incident has been resolved. Users must update their desktop client or close out and open the app again to clear the free trial message.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>11:12</var> MST</small><br><strong>Monitoring</strong> - A fix has been implemented, please close out of the weave desktop client and load it back up. This will stop the pop-ups from populating each time you go into the desktop client dashboard.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>09:08</var> MST</small><br><strong>Identified</strong> - We have identified the issue and are taking steps to resolve. Thank you for your patience.</p><p><small>Nov <var data-var='date'>30</var>, <var data-var='time'>08:40</var> MST</small><br><strong>Investigating</strong> - We've received reports that customers are unable to clear the free trial pop-up in the desktop client. Our teams are currently investigating this issue.</p>tag:status.getweave.com,2005:Incident/191961292023-11-22T10:18:34-07:002023-11-22T10:18:34-07:00Form Writebacks Missing<p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>10:18</var> MST</small><br><strong>Resolved</strong> - This issue should now be resolved.</p><p><small>Nov <var data-var='date'>22</var>, <var data-var='time'>09:40</var> MST</small><br><strong>Investigating</strong> - We are currently investigating reports of the Writebacks section missing from our forms portal (forms.getweave.com) as well as writeback failures due to this</p>tag:status.getweave.com,2005:Incident/191818892023-11-20T17:05:47-07:002023-11-20T17:05:47-07:00Schedule Menu Bar is Missing<p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>17:05</var> MST</small><br><strong>Resolved</strong> - Our team has found the cause for the Schedule bar missing and released a fix on version v7.74.17. To check your current desktop version, please open the app > three bar menu > settings > general > software version. To update your desktop app, you can go through the three bar menu > settings > updates > check for updates.<br />For additional support in updating your desktop applications, contact our Payments team at 888-579-5668 option 2 then option 2</p><p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>11:00</var> MST</small><br><strong>Investigating</strong> - We are currently investigating and issue where the bottom menu bar is missing from the Schedule tab in the Desktop App, making it difficult to clear new notifications.</p>tag:status.getweave.com,2005:Incident/191298962023-11-20T13:48:25-07:002023-11-20T13:48:25-07:00Terminal asking for connection while connected<p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>13:48</var> MST</small><br><strong>Resolved</strong> - This issue has been resolved. Please make sure your desktop application is on the newest version. To check your current desktop version, please open the app > three bar menu > settings > general > software version. To update your desktop app, you can go through the three bar menu > settings > updates > check for updates.<br />For additional support in updating your desktop applications, contact our Payments team at 888-579-5668 option 2 then option 5</p><p><small>Nov <var data-var='date'>17</var>, <var data-var='time'>13:20</var> MST</small><br><strong>Monitoring</strong> - Our team has found the issue and released a fix for the terminals on version v7.74.15. To check your current desktop version, please open the app > three bar menu > settings > general > software version. To update your desktop app, you can go through the three bar menu > settings > updates > check for updates.<br />For additional support in updating your desktop applications, contact our Payments team at 888-579-5668 option 2 then option 5</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>11:47</var> MST</small><br><strong>Investigating</strong> - We are currently investigating an issue where Payment credit card terminals are asking for connection but show as connected already.</p><p><small>Nov <var data-var='date'>15</var>, <var data-var='time'>11:44</var> MST</small><br><strong>Identified</strong> - We are currently investigating an issue where Payment credit card terminals are asking for connection but show as connected already.</p>tag:status.getweave.com,2005:Incident/191804732023-11-20T12:47:36-07:002023-11-20T12:47:36-07:00Payment Domain Failure<p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>12:47</var> MST</small><br><strong>Resolved</strong> - this incident has been resolved.</p><p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>12:00</var> MST</small><br><strong>Monitoring</strong> - We have implemented a solution to the issue and are currently monitoring it to ensure that it is fully resolved.</p><p><small>Nov <var data-var='date'>20</var>, <var data-var='time'>08:03</var> MST</small><br><strong>Investigating</strong> - We're investigating a problem where payment information cannot be accessed through desktop app version 7.74.15.</p>