Procare Outage History

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Procare had 38 outages in the last 2 years totaling 429h 19m of downtime — averaging 1.6 incidents per month.

There were 38 Procare outages since May 24, 2024 totaling 429h 19m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.procaresolutions.com

Minor May 9, 2025

Login Issues on Procare Online and Mobile App

Detected by Pingoru
May 09, 2025, 11:52 AM UTC
Resolved
May 09, 2025, 06:12 PM UTC
Duration
6h 19m
Affected: Schools LoginAPI
Timeline · 4 updates
  1. investigating May 09, 2025, 11:52 AM UTC

    We are currently investigating an issue impacting Procare Online and the mobile app. Some users are experiencing problems launching the app or logging in. Others are reporting slowness when navigating within Procare Online. Our engineering team is actively working to identify the cause and implement a fix. We will provide updates as more information becomes available.

  2. investigating May 09, 2025, 01:06 PM UTC

    We’ve implemented measures to improve the user experience, and both the mobile app and Procare Online should begin functioning as expected shortly. Users may already be noticing improvements. Our engineers will continue to monitor performance.

  3. monitoring May 09, 2025, 03:22 PM UTC

    We’ve implemented measures to improve the user experience, and both the mobile app and Procare Online should begin functioning as expected shortly. Users may already be noticing improvements. Our engineers will continue to monitor performance.

  4. resolved May 09, 2025, 06:12 PM UTC

    We've implemented measures that have successfully resolved the issue impacting Procare Online and the Family Engagement App. We sincerely apologize for any inconvenience this may have caused. If you continue to experience issues, please reach out to our Customer Support team.

Read the full incident report →

Minor May 6, 2025

Payments issues

Detected by Pingoru
May 06, 2025, 12:15 PM UTC
Resolved
May 06, 2025, 07:09 PM UTC
Duration
6h 54m
Affected: APIPayNow
Timeline · 3 updates
  1. identified May 06, 2025, 12:15 PM UTC

    Some Procare Desktop users are currently experiencing errors when attempting to process point-of-sale transactions. Our technical team is actively working to address this issue. We will provide another update when more information becomes available. We apologize for any inconvenience this may cause to your operations. Thank you for your patience.

  2. identified May 06, 2025, 01:00 PM UTC

    We are continuing to work on a fix for this issue.

  3. resolved May 06, 2025, 07:09 PM UTC

    This incident has been resolved, and all payments are now processing successfully. If you continue to experience any issues, please contact our Support team for further assistance

Read the full incident report →

Minor March 28, 2025

Procare Online reported Slowness

Detected by Pingoru
Mar 28, 2025, 01:24 PM UTC
Resolved
Mar 28, 2025, 08:33 PM UTC
Duration
7h 9m
Affected: Schools LoginAPI
Timeline · 3 updates
  1. investigating Mar 28, 2025, 01:24 PM UTC

    We have received reports that Procare Online and Procare Engagement functionality are currently experiencing system slowness. Our engineers are actively investigating the reason for this issue and working towards a resolution. We will continue to send updates here.

  2. monitoring Mar 28, 2025, 02:40 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Mar 28, 2025, 08:33 PM UTC

    This incident has been resolved.

Read the full incident report →

Notice February 27, 2025

Procare Desktop - Parent Check-in Failing

Detected by Pingoru
Feb 27, 2025, 12:53 PM UTC
Resolved
Feb 27, 2025, 03:47 PM UTC
Duration
2h 53m
Affected: Cloud Database Cluster - Primary
Timeline · 3 updates
  1. investigating Feb 27, 2025, 12:53 PM UTC

    We’re aware of an issue with Parent Check-in not completing successfully for some parents. Affected users may see a “See Director” message on Procare Check-in, and if a door controller is in use, it may not open when this message is encountered. As a workaround, staff can manually enter timecards or record check-ins on paper for later entry. Our team is investigating and will provide updates as we learn more.

  2. identified Feb 27, 2025, 01:55 PM UTC

    We’re aware of an issue affecting Parent Check-in for some centers using Procare Check-in. Impacted users may see a “See Director” message, and door controllers may not open when this appears. Time punches are recording in Procare Desktop but not in Procare Engagement. However, punches made via the Procare App are syncing correctly. Our developers are actively working on a fix, and you may experience more timecard sync errors today. We expect these errors to self-resolve once the root issue is fixed.

  3. resolved Feb 27, 2025, 03:47 PM UTC

    The issue affecting Parent Check-in has been resolved, and all functionality has returned to normal. Thank you for your patience as we worked to resolve this issue.

Read the full incident report →

Minor February 10, 2025

SCW Decreased Performance

Detected by Pingoru
Feb 10, 2025, 09:40 PM UTC
Resolved
Feb 10, 2025, 10:22 PM UTC
Duration
42m
Affected: APISchoolCareWorks Main SiteDayCareWorks Main Site
Timeline · 3 updates
  1. investigating Feb 10, 2025, 09:40 PM UTC

    SCW is currently experiencing decreased performance. Our engineers are actively investigating the issue and working towards a resolution. We will continue to send updates here

  2. monitoring Feb 10, 2025, 10:07 PM UTC

    A fix has been implemented and we are monitoring the results.

  3. resolved Feb 10, 2025, 10:22 PM UTC

    This incident has been resolved.

Read the full incident report →

Major January 31, 2025

Online Decreased Performance

Detected by Pingoru
Jan 31, 2025, 06:38 PM UTC
Resolved
Feb 01, 2025, 08:55 AM UTC
Duration
14h 17m
Affected: Schools LoginAPI
Timeline · 5 updates
  1. investigating Jan 31, 2025, 06:38 PM UTC

    Online is currently experiencing decreased performance. Our engineers are actively investigating the issue and working towards a resolution. We will continue to send updates here

  2. identified Jan 31, 2025, 07:46 PM UTC

    The issue has been identified and a fix is being implemented.

  3. identified Jan 31, 2025, 09:45 PM UTC

    System Status Update - January 31, 2025, 2:45pm MST We have identified the root cause of the current system performance issues affecting our Procare Online services. Our engineering team is actively working towards a resolution. We understand this disruption impacts your operations and want to assure you that all available resources are focused on restoring full system functionality. Important Information for Student Check-outs: During this period, you may need to process student check-outs manually with written documentation. Once the issue is resolved, check out times can be entered into the system as needed. Current Status: Root cause has been identified, and resolution is in progress System performance remains impacted All teams are engaged in resolution efforts Message processing will resume automatically once resolved We appreciate your patience as we work to resolve this issue. We will provide another update as soon as additional information becomes available.

  4. monitoring Jan 31, 2025, 10:12 PM UTC

    System Status Update - January 31, 2025 3:00pm MST Core system functionality has been restored, including daily activity summaries and messaging capabilities. Profile pictures uploaded before 3:00pm MST are temporarily unavailable for schools, rooms, parents, children, and attendance records. Our engineering team is working to restore these images while addressing the underlying system issue. We appreciate your patience as we work to resolve this issue. We will provide another update as soon as additional information becomes available.

  5. resolved Feb 01, 2025, 08:55 AM UTC

    System Status Update - February 1st, 2025 1:30am MST All system functionality has been fully restored, including profile pictures, daily activity summaries, and messaging capabilities. Our engineering team has successfully resolved the underlying issue, and services are now operating as expected. We apologize for the disruption this issue may have caused and appreciate your patience and understanding while we worked toward a resolution. Please contact Customer Support if you need any further assistance by calling 1-800-964-1729 or emailing [email protected].

Read the full incident report →

Major October 18, 2024

Fingerprint Loading Error

Detected by Pingoru
Oct 18, 2024, 11:35 AM UTC
Resolved
Oct 18, 2024, 09:48 PM UTC
Duration
10h 12m
Affected: Cloud Database Cluster - Primary
Timeline · 5 updates
  1. investigating Oct 18, 2024, 11:35 AM UTC

    We are aware of an issue affecting Procare Touch kiosks where fingerprints are not loading. Our team is working on a solution. In the meantime, please manually check in families or use Engagement Functionality for attendance. Thank you for your patience as we resolve this.

  2. identified Oct 18, 2024, 07:51 PM UTC

    Our team has identified the root cause of the issue and is actively working on implementing a fix. We are committed to resolving this as quickly as possible and will provide further updates as soon as the fix is fully in place

  3. monitoring Oct 18, 2024, 08:47 PM UTC

    Our team has released a fix for the issue and is closely monitoring the system to ensure stability. To apply the fix, please restart Procare on all affected devices. This step is essential to ensure the solution takes effect. Thank you for your cooperation, and we will keep you updated on any further developments. If you have any questions or encounter additional issues, please contact our support team.

  4. monitoring Oct 18, 2024, 08:54 PM UTC

    We are continuing to monitor for any further issues.

  5. resolved Oct 18, 2024, 09:48 PM UTC

    We’re pleased to inform you that the issue affecting Procare Touch devices, where fingerprints were not loading, has been resolved. To apply the fix, please restart Procare on all affected devices. This will ensure that the solution takes effect. Thank you for your patience and cooperation throughout this process.

Read the full incident report →

Minor September 23, 2024

Engagement Functionality Sync Delays

Detected by Pingoru
Sep 23, 2024, 01:53 PM UTC
Resolved
Sep 23, 2024, 03:27 PM UTC
Duration
1h 33m
Affected: API
Timeline · 2 updates
  1. investigating Sep 23, 2024, 01:53 PM UTC

    We are currently investigating reports of Engagement Functionality synchronization issues. Users may experience sync processes becoming unresponsive, or significantly longer sync completion times than usual. If you are experiencing these or related issues, please contact our support team. Our engineering team is actively working to identify and resolve the root cause of these issues. We appreciate your patience and will provide updates as new information becomes available.

  2. resolved Sep 23, 2024, 03:27 PM UTC

    We have successfully mitigated the Engagement Functionality synchronization issues reported earlier. Sync processes should now be functioning normally for all users. If you continue to experience any sync related problems, please contact our support team. We apologize for any inconvenience this may have caused and thank you for your patience during the resolution process.

Read the full incident report →

Minor September 18, 2024

Procare Online - SMS Messaging Issue

Detected by Pingoru
Sep 18, 2024, 06:15 PM UTC
Resolved
Sep 24, 2024, 03:46 PM UTC
Duration
5d 21h
Affected: Schools LoginAPI
Timeline · 2 updates
  1. identified Sep 18, 2024, 06:15 PM UTC

    We want to inform you that due to an issue with our third-party SMS (text messaging) provider, Procare Online is temporarily unable to send SMS (text) messages for emergencies. Please note that if you select the "Send as Emergency SMS Alert" option, the (text) message will not be delivered via SMS (text) at this time, despite the message appearing to successfully send. In-app messaging, notifications and emails sent with the Procare Mobile app are still fully functional. We are actively working with our provider to resolve this issue and will keep you updated through our status page. Thank you for your patience and understanding

  2. resolved Sep 24, 2024, 03:46 PM UTC

    We are pleased to inform you that the recent issue with our third-party SMS provider has been resolved. SMS (text) messaging capabilities, including emergency alerts, have been fully restored and are now functioning normally. This means that the "Send as Emergency SMS Alert" option is once again operational, and all SMS messages, including emergency alerts, will be delivered as intended.

Read the full incident report →

Minor July 19, 2024

Procare Tuition Express

Detected by Pingoru
Jul 19, 2024, 02:25 PM UTC
Resolved
Jul 19, 2024, 05:18 PM UTC
Duration
2h 53m
Affected: APIPayNow
Timeline · 8 updates
  1. identified Jul 19, 2024, 02:25 PM UTC

    We are currently experiencing reported issues with payment processing in Tuition Express. Our engineering team is actively working to resolve the problem. We will provide updates as soon as they become available. We apologize for any inconvenience and appreciate your patience.

  2. identified Jul 19, 2024, 02:39 PM UTC

    We are continuing to work on a fix for this issue.

  3. identified Jul 19, 2024, 03:06 PM UTC

    We are currently experiencing a third-party network outage affecting batch processing in Tuition Express for our Procare Desktop users. Our team is working to restore this function as soon as possible. If you are a Procare Desktop user, please refrain from processing any new payments until the issue is resolved.

  4. monitoring Jul 19, 2024, 03:45 PM UTC

    The issue affecting batch processing in Tuition Express for our Procare Desktop users has been resolved. Affected customers can now retry processing batch payments. We recommend checking your ledgers to confirm that payments have not been posted and then re-process the batch using Tuition Express > Process Tuition Express. This issue was caused by the global CrowdStrike outage this morning, and we will continue to monitor the situation closely.

  5. monitoring Jul 19, 2024, 04:59 PM UTC

    We are continuing to monitor for any further issues.

  6. monitoring Jul 19, 2024, 05:16 PM UTC

    We are continuing to monitor for any further issues.

  7. monitoring Jul 19, 2024, 05:17 PM UTC

    We are continuing to monitor for any further issues.

  8. resolved Jul 19, 2024, 05:18 PM UTC

    The CrowdStrike issue affected our services, but we're pleased to announce that all Procare services have now been fully restored. Our engineering team will continue to closely monitor the situation to ensure stability and address any potential issues promptly.

Read the full incident report →

Major July 19, 2024

Multiple Systems Impacted

Detected by Pingoru
Jul 19, 2024, 05:56 AM UTC
Resolved
Jul 19, 2024, 05:02 PM UTC
Duration
11h 5m
Affected: MyProcare Parent PortalAPICloud Database Cluster - PrimaryPayNowWeb Apps
Timeline · 4 updates
  1. investigating Jul 19, 2024, 05:56 AM UTC

    We are currently investigating an issue with multiple systems in our environment. Some customers may be experiencing an issue during this time

  2. identified Jul 19, 2024, 06:31 AM UTC

    We have identified an issue with a third party provider and are working on restoring service as soon as possible.

  3. monitoring Jul 19, 2024, 12:06 PM UTC

    Services have been restored. Team is continuing to monitor this issue.

  4. resolved Jul 19, 2024, 05:02 PM UTC

    While all our systems are fully operational, our team will continue to monitor this issue closely. Thank you for your patience.

Read the full incident report →

Minor July 18, 2024

Mobile Payment Issue for iOS Users

Detected by Pingoru
Jul 18, 2024, 04:18 PM UTC
Resolved
Jul 23, 2024, 01:05 PM UTC
Duration
4d 20h
Affected: API
Timeline · 2 updates
  1. investigating Jul 18, 2024, 04:18 PM UTC

    We are investigating reports of iOS users unable to use the “Pay Now" button on the home screen in our mobile app. Our team is actively working on a resolution. We will update this status as new information becomes available. For urgent payments, users can submit payments on the mobile app through the Hamburger Menu > Make Payment. Or on the web portal at https://schools.procareconnect.com/login. We apologize for any inconvenience and appreciate your patience.

  2. resolved Jul 23, 2024, 01:05 PM UTC

    The "Pay Now" button issue on iOS has been fixed in version 5.8.2 of our mobile app. Please update to version 5.8.2 via the App Store. If issues persist after updating, contact our support team. We apologize for any inconvenience caused.

Read the full incident report →

Minor May 24, 2024

FingerPrint Readers at Check In Kiosks are experiencing technical difficulties

Detected by Pingoru
May 24, 2024, 12:47 PM UTC
Resolved
May 28, 2024, 11:46 PM UTC
Duration
4d 10h
Timeline · 4 updates
  1. 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.

  2. 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.

  3. 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.

  4. 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.

Read the full incident report →