Archive for the ‘Service Issues’ Category

Weekly email schedule reminders

Wednesday, January 2nd, 2013

Last week we had an issue with the weekly schedule emails that went out. Your team may have noticed the email they received did not match their actual schedule.

We have resolved this and apologize for any inconvenience.

Possible Issue With Chrome Browser

Wednesday, August 1st, 2012

In the last few days we’ve noticed clients having issues with our system and Chrome browsers. We are looking into this, it seems to be a caching issue in Chrome because a hard reset fixes it.

To do this, click the reload circle arrow icon to the left of the URL bar:

Service interruption morning of June 19

Tuesday, June 19th, 2012

In the morning of June 19, our database servers had intermittent issues responding to requests. We have resolved the issues as of 8:55AM. We are tracking down the source so this does not happen again.

We apologize for any inconvenience.

Speed and Performance Improvement

Wednesday, February 22nd, 2012

As of 11:26am today, we switched over to our new infrastructure running the latest and greatest.  The net result for you, our clients and customers is:

  • Faster load times for all pages
  • Fewer timeouts at poor Internet connections (requires less offline use)
  • More redundancies (with our servers load-balanced in multiple data centres)

We experienced a few minor outages prior to the change-over, and for that we sincerely apologize.

We also have a code-change-freeze (meaning no new features will be launched for six days  during Feb 22-28) to ensure that the new infrastructure is without hiccup.

Thank you for your continued business – we look forward to great new feature launches this week.

Issue with entry/exit/meal/break buttons

Saturday, February 11th, 2012

We are having a temporary issue with the access restrictions blocking all buttons. We are currently working on this.

UPDATE – 9:35, we’ve fixed the issue.

Temporary down-times

Thursday, October 6th, 2011

Over the last few days, we’ve had reports of periodic down-times on our servers. We’ve quickly repaired the issue and are looking at the root cause of this. We do apologize for any inconveniences.

SSL Certificate Error

Friday, May 6th, 2011

This morning we had a small issue with Firefox and our SSL certificate. We had a new SSL issued to include a new site however when we applied to the existing site, the issue appear. Firefox recognized the SSL was not valid and revoked it. We have since resolved the issue and apologize for any inconveniences.

Amazon Outage

Thursday, April 21st, 2011

(April 21, 8:45AM) Starting around 2AM, April 21, Amazon Elastic Compute Cloud N. Virginia started to experience some issues. We host TimeWellScheduled on this cloud system and so had some interruptions. This has caused ALL clients using this service to go down. We are watching amazon closely and will post when we have an update.

We are also taking pro-active steps to avoid this in the future. We will be working on an enhanced offline capability as well as cross-cloud load balancing.

Unexpected Service Issues

Sunday, April 17th, 2011

(April 17, 6:34PM) Today we experienced an unexpected outage on TimeWellScheduled service from 12:30pm to approximately 3:30pm.

Clients that were using TimeWellScheduled in Offline Mode continued to be able to punch in and out without any difficulties. To enable it for your business log in as administrator, choose Manage My Business – General Settings – and enable “Allow offline mode when internet goes down”.

Our Internet presence is hosted on Amazon’s cloud computing infrastructure. A routine server update and reboot caused the outage. Our team has determined the exact cause, and added maintenance procedures to check for similar events proactively in the future. For a little more detail, here’s some NerdSpeak: Although this does not happen often, every once in a while a reboot of an Amazon EC2 instance will cause a new IP address assignment, and in this case it was one of our domain controllers that was assigned a new IP address on reboot. If this does happen again in the future, our maintenance process will pick it up immediately and make necessary updates where required without causing any downtime.

As far as cloud service availability in general goes, keep in mind that your Internet Service Provider, or a major backbone could be affected with downtime. For this reason we strongly suggest that your Punch In/Out stations run in Offline Mode to allow for continuous business operations at your location.

Thank you for being our client!