Historical record of incidents for FieldRoutes
Report: "FieldRoutes Phone System Provider Down"
Last updateWe are currently experiencing an outage with our phone system provider. As a result, FieldRoutes Support is unable to make or receive calls at this time. Note: This does not impact the FieldRoutes software—it remains fully operational. For support, email support@fieldroutes.com. We’ll share updates as soon as more information becomes available. Thank you.
Report: "Tech Collections"
Last updateThe issue is now resolved, and going forward tech collections will apply to the Customer Card as expected.
An issue has been identified causing tech collections to not be applied to the Customer Card as expected within some databases. A fix is planned to go live tonight to resolve this issue.
Report: "FieldRoutes Mobile Time Out Error Message"
Last updateThe issue is now resolved and all users can login to the FieldRoutes Mobile app.
There is an issue affecting a small number of our customers. A subset of users from these customers are experiencing Time Out issues when logging into the FieldRoutes Mobile app. Our support teams are investigating the issue.
Report: "Temporary Issue with One-Time Payment Processing"
Last updateWe are pleased to inform you that the recent issue affecting the addition and processing of one-time payment cards has been fully resolved. Our technical teams have worked diligently to identify and correct the problem, and payments are now being processed as intended. If you have any additional questions, please contact us at support@fieldroutes.com.
We are currently experiencing a technical issue affecting the adding and processing of one-time payment cards for FieldRoutes Payments users. We sincerely apologize for the inconvenience and want to assure you that our engineers are working urgently to resolve the issue. In the meantime, we recommend the following temporary workaround: -Add the credit card through the Billing tab of the customer card as a new payment method. -Process the payment. -Delete the newly added payment method once the transaction is complete. We understand the disruption this may cause and appreciate your patience as we work toward a resolution. We will provide an update as soon as we have more information. If you are experiencing this issue, please email support@fieldroutes.com
Report: "Current System Issues Being Addressed"
Last updateWe’re pleased to inform you that the issues reported on Friday have been resolved and are now functioning as expected. Our team worked diligently to address each problem, ensuring everything is back to normal. Below is a summary of the resolved issues: -Subscription Appointments: Dates/due dates no longer revert to 1969. -Service Plans: You can now successfully add them to the Customer Card. -Document Uploads & Notifications: The "Failed to Upload" and "PDF Failed to Load" errors have been fixed. The Customer Portal: The reCAPTCHA validation error (Merchant: Element) is still under investigation. As for the Mobile Appointments issue, a workaround is available. Please contact support@fieldroutes.com for assistance or if you are encountering any further problems. A fix for this issue has been identified and is currently in progress.
We want to provide you with an update on the system issues previously reported: Resolved or Near Resolution: -Document Uploads & Notifications: “Failed to Upload” error & Service Notifications not opening (“PDF Failed to Load” error): Our infrastructure team applied a fix. This issue should now be resolved. -Customer Portal - reCAPTCHA Validation Error (Merchant: Element): A fix is scheduled for Monday night. Still Under Investigation: -Subscription Appointments: Dates/due dates reverting to 1969 -Service Plans: Unable to add to Customer Card Regarding the Mobile Appointments issue, we found it to be highly unlikely. A workaround is available, but if you encounter it, please contact Support. A fix has been identified and is currently in progress. If you are still experiencing any of these issues, please contact us at: support@fieldroutes.com for assistance. We will continue to provide updates and share a timeline as we make progress. You can also check our Status Update Page for more information. We appreciate your patience and understanding as we work to resolve these matters. Thank you,The FieldRoutes Team
We are currently aware of multiple issues and actively working to resolve them as quickly as possible. The following is a list of issues currently being investigated on high priority. If you are experiencing any of the following please email support@fieldroutes.com -Subscription appointment dates/due dates set back to 1969 -Unable to add Service Plans to Customer Card -Error when uploading documents (Failed to Upload file error) & Service Notifications Not Opening (PDF Failed to Load) -Customer Portal reCaptcha validation error (merchant: Element)
Report: "Who Can Schedule Issue"
Last updateThe "Who Can Schedule" issue on routes has been resolved and this feature is now working as intended.
Customers are encountering an issue where the 'Who Can Schedule' setting disappears from routes, preventing them from scheduling. Our development team is actively working on a solution and plans to release a fix as soon as possible.
Report: "Map View Scheduling Unresponsive"
Last updateThe Map View scheduling issue has been resolved and this feature is now working as intended.
The issue has been identified and a fix is currently in QA. The developers are on standby to get this fix released as soon as it passes.
Our developers are actively investigating on high priority the issue causing the Map View scheduling feature to be unresponsive for some databases. Other scheduling features such as Fill Routes, Intelligent Routing, Job Pool and manually scheduling appointments are all working as expected and available as workarounds in the meantime.
Report: "Error When Saving Appointments on FieldRoutes Mobile"
Last updateThis incident has been resolved.
The issue has been identified and the developers implemented changes that should resolve the error when saving appointments in FieldRoutes mobile. We are closely monitoring the changes that were made to verify if this issue is fully resolved or if any additional changes need to be made.
We are actively investigating an issue causing an error when completing appointments for some users on FieldRoutes Mobile. The error message when saving states “There was an error while trying to save. Please try again. Appointment save already in Progress. Please refresh." After refreshing will still get the same message. The engineering team is actively investigating this issue on high priority and we will continue to share updates as they become available.
Report: "Error When Accessing Database or Logging in the FR Mobile App"
Last updateThis incident has been resolved.
The developers were able to act quickly and verify that the login page can now be successfully accessed for the affected databases. If you continue to have issues please contact FieldRoutes Support.
Some users are currently experiencing an error when attempting to access their database or login through the FieldRoutes Mobile app. Our developers are actively investigating this issue and working on a resolution.
Report: "Access Control/ Permissions Issue"
Last updateThe issue affecting some users where Access Controls were changed and they did not have the same permissions as before has now been resolved.
Report: "Partial Outage"
Last updateThe partial outage was resolved as of 10:56 AM CST.
There is a partial outage not affecting all customers and the development team has currently identified the root of the issue. They are working on resolving this as quickly as possible.
Report: "Intermittent Loading Issues"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
Certain customers may experience slow loading when attempting to access the web and mobile apps. We are looking into this with priority.
Report: "Issue with Techs Completing Appointments on Mobile"
Last updateThis incident has been resolved.
A fix was pushed live to address the issues.
When completing appointments techs are seeing the app freeze on a blank white screen. Some have also reported an unending loading circle when saving the appointment.
Report: "Tech Errors When Completing Appointments on mobile app"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Initial Discount field not saving successfully"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Inventory Report Error"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Unable to add Image from Phone Library in FieldRoutes Mobile"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "System Slowness"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Error when creating customer cards"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "FieldRoutes Mobile cannot Complete Appt unless the Drop Down box is selected"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Unable to select no show in FieldRoutes app"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Office info tab not loading"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Slow performance when scheduling"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Appointment confirmations from SMS not being acknowledged"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Unable to Add Images to Forms on FieldRoutes Mobile"
Last updateThis issue has been resolved.
We are currently investigating this issue.
Report: "SMS are unable to be sent out through customer card for some clients"
Last updateThis issue has been fixed.
We are continuing to work on a fix for this issue.
The issue has been identified, and we are working towards a fix.
Report: "Unable to create new customers using the FieldRoutes software in a mobile browser"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Snail Mailed invoices note entries showing $0"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Unable to Schedule Customers with Signed Agreements in Sales App"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Overlapping text on service notification approval page"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "FieldRoutes Payments processing issues"
Last updateThis incident has been resolved.
We were notified of a payments issue and are actively working with our partner to address the root cause.
We are currently investigating this issue, issues saving cards and processing payments are to be expected.
Report: "Service Agreements generated in FieldRoutse Mobile pulling incorrect dates"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "AWS is currently experiencing degraded performance for many services, which may impact some software functionality"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Invoice formatting issue when printing"
Last updateThe invoice formatting issue has now been resolved.
This morning we pushed a fix to a subset of databases and are currently monitoring it's effectiveness. We will provide an update as soon as this has been completed.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Unable to add images to forms on desktop"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "FieldRoutes App pricing error (updating the service charge to 0)"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Leads will not Save after "Lost" status is selected"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "FieldRoutes app crashing for some users upon opening"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Issues making payments through customer portal"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Invoices downloading in PHP format"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Billing by Service Type Report not loading data"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Customer portal error message "The server understands the request but refuses to authorize it"."
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Preset notes not appearing in FieldRoutes Mobile"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Formatting issue when printing invoices"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Emails are delivered, but the status is stuck as "processing""
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Error Message When Adding Weather Conditions to Appointments"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Password Reset Code Issue "Invalid Code""
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Technicians Report Error Message"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Saved Customers Reports not pulling all results"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Regenerating Autoschedule Issue"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Report: "Custom Production Issue"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
An issue regarding custom production switching to a negative amount in the customer card is currently being investigated.