Procare incident
FingerPrint Readers at Check In Kiosks are experiencing technical difficulties
Procare experienced a minor incident on May 24, 2024, lasting 4d 10h. The incident has been resolved; the full update timeline is below.
Update timeline
- investigating May 24, 2024, 12:47 PM UTC
Procare Desktop FingerPrint Readers at Check In and Check Out Kiosks are experiencing technical difficulties. This may affect your center's ability to Check In or Out using the FingerPrint Readers. Other check in methods such as PINs are working at this time. Our team is actively working to resolve the issue. We apologize for any inconvenience caused and appreciate your patience. Please continue to monitor our Status Page for frequent updates.
- identified May 24, 2024, 04:52 PM UTC
Procare Desktop FingerPrint Readers at Check In and Check Out Kiosks are experiencing technical difficulties. This may affect your center's ability to Check In or Out using the FingerPrint Readers. Procare Support has identified a short-term workaround to enable FingerPrint Readers, please contact Procare Support for immediate assistance. Other check in methods such as PINs are working at this time. Our Engineering team is actively working to resolve the issue. We apologize for any inconvenience caused and appreciate your patience.
- monitoring May 24, 2024, 10:39 PM UTC
Procare Solutions is aware of an issue impacting the usability of Desktop Fingerprint Readers at Check In and Check Out Kiosks. Our Engineering team is actively working to resolve the issue and a permanent fix is anticipated to be available the week of 5/26. The temporary workaround to enable Fingerprint Readers is detailed at https://www.procaresupport.com/procare-desktop/docs/fingerprint-driver-workaround. Additionally, live Procare Support will be available to assist with the workaround during regular business hours, starting at 6:00am EST on Tuesday, 5/28. Other check in methods such as PINs are unaffected by this issue. We apologize for any inconvenience caused and appreciate your patience.
- resolved May 28, 2024, 11:46 PM UTC
To resolve the recent issue that caused the Fingerprint Reader to be not found in Procare Checkin, please run the latest version of the client patch (2020.2 or Higher) from the following website: https://www.procaresupport.com/procare-desktop/docs/procare-client-patch. After the installer runs, a restart of the machine may be required. Once complete, please confirm that the Fingerprint Reader is now visible in Checkin settings and ensure that the Checkin Type is set to Fingerprints, with Allow Bypass optionally checked if codes are also allowed to be used.