Resolved disruptions

Resolved disruptions

This article provides information on the resolved issues.

17-12: No text recognition on invoices

17:00: For invoices that were added during the outage and have not yet been manually coded, we have applied text recognition retroactively.

9:45: The cause of this issue has been identified. This problem should no longer occur for new invoices. Invoices already in the coding stage can be manually coded. We are investigating whether text recognition can be reapplied to previously added invoices.

9:00: We have identified that text recognition has not been applied to some invoices. We are investigating this with high priority. Updates will be provided here as soon as more information becomes available.

21-11 - Added Invoices and Contracts Not Visible


16:10: All invoices that were previously stuck should now be visible for coding or, if applicable, automatically processed.

15:50: For invoices added during this issue and not yet visible, text recognition is currently being reprocessed. Once completed, the invoices will appear under coding. We expect all invoices to be processed by the end of this afternoon.

14:20: The issue with adding new invoices has been resolved. For invoices added during the problem period, we are still working on a solution to make them visible for coding. It is not necessary to re-add these invoices.

11:50: There are currently issues with adding invoices and contracts via the "Add" menu  and the mailbox. While the invoices are being added, they are not visible under coding. This issue is being investigated with the highest priority. Updates will be posted here as more information becomes available.

01-11 - Issue with logging in or accessing certain parts of Spend Cloud

10:45 Several changes have been implemented to improve the stability of Spend Cloud. We have observed that Spend Cloud has remained stable over the past hour and expect that this resolves the issue from this morning.

08:00: There are issues with logging into Spend Cloud and/or accessing certain parts of the platform. Our developers are aware, and this has our highest priority. New updates are posted as more information becomes available.


15-10 - 18-10 Error: the daily limit for this payment method has been reached

Friday 18-10

1:00 PM - Adyen has implemented an update where for contactless payments over €50.00, a PIN is requested during the contactless payment attempt. It is no longer necessary to insert the card.

More information about the limits for contactless payments can be found in this article: Contactless payments: what are the limits and when do I need to enter a PIN again?


Thursday 17-10

12:00 PM - Summary: Until a permanent solution is available, as of this morning, for contactless payments over €50.00, the PIN terminal directly asks to complete the payment by inserting the card and providing the PIN code.

Idea
For contactless payments over €50.00, until the next update, you are asked to insert the card and pay with the PIN code.

Two weeks ago, Adyen had to implement a change for regulatory reasons, requiring a PIN code for all contactless payments over €50.00. In many cases, this caused the contactless payment attempt to fail immediately, and the PIN terminal would ask to complete the payment by inserting the card.

On Monday, October 14, an additional update was implemented for ease of use. This update required a PIN code to be entered to complete a contactless payment. However, regardless of the correct PIN being entered, contactless payments over €50.00 failed in almost all cases.

This update has been rolled back. Now, for contactless payments over €50.00, the PIN terminal requests to complete the payment by inserting the card and entering the PIN code. Our dashboards show that since this morning, contactless payments over €50.00 initially fail, but successful payment follows when the card is inserted.

Unfortunately, we were not fully informed prior to the changes, which took longer to identify and correct. Agreements have been made to ensure we are notified of such changes earlier so that we can provide the correct information.

As more payments now require PIN entry, we see an increase in transactions where an incorrect PIN is entered. This could be due to the PIN being changed, causing the cardholder to use the wrong PIN. This article explains how to deal with changed PINs and/or correct the PIN if desired.

Adyen is working on a solution whereby a contactless payment over €50.00 can be successfully completed by requiring a PIN code directly, without needing to insert the card. Once more is known, we will post an update here.

11:00 AM - A brief update, more information will follow: until a permanent solution is available, as of this morning, for contactless payments over €50.00, the PIN terminal directly asks to complete the payment by inserting the card and providing the PIN code.

Wednesday 16-10

2:00 PM: In addition to yesterday's notification: for contactless payments over €50.00, in some cases a PIN code is requested. Unfortunately, entering the PIN code has no effect and the same notification about exceeding the daily limit of the payment method is then given.

The payment should be able to be completed by inserting the card. In some cases, a notification that the PIN code is incorrect may be given. Here you can find how to resolve that notification: Changing the PIN code of your Spend Cloud Card: what to consider

We are in discussions with the bank to provide a permanent solution for this. As soon as there is news, we will report it here immediately.


Tuesday 15-10

10:00 AM: For contactless payments over €50.00 with the Spend Cloud Card, we observe that in many cases the notification is given that the daily limit for this payment method has been reached. This notification is also given when both the balance of the cardbook and the daily limit of the card are sufficient.
IdeaWhen this notification is given, the payment can still be executed by inserting the card into the PIN device and paying with the card's PIN code.

We are in contact with the bank to resolve this issue. As soon as there are updates, we will report them in this article.




16-10: Issue with logging in or accessing certain parts of Spend Cloud

14:40: Spend Cloud should now be more stable. We are investigating the root cause of this issue.

14:20: We noticed that Spend Cloud is slow again and are investigating this with high priority.

11:50: The issue has been resolved, and the cause has been identified. Measures will be taken to prevent this problem from recurring.

11:30: Currently, there are issues with logging into Spend Cloud and/or accessing certain parts of the platform. Our developers are aware, and this has our highest priority. We will post new updates as soon as more information is available.

02-10: Slowly loading pages, search fields, or error messages in Spend Cloud

14:20: The Spend Cloud seems to be functioning more stably again. We are still investigating what caused the slowdown.

13:20: Some pages in the Spend Cloud are taking longer to load than usual. It is also possible that pages, PDFs, or dropdown menus for specifications when coding invoices are not (quickly) visible, or that you see an error message when loading a page. Our developers are aware of this and are working on finding a solution. As soon as more information is available, we will post an update in this article.

26-09 Problem with logging in or reaching certain menus 


15:20: The cause of this issue has been identified and is being resolved. Most menus are currently already working as expected. We expect that within a few minutes all menu will be available again.

15:00: There are currently problems with logging in and/or reaching certain menus within Spend Cloud. Our developers are aware of the situation and looking for a solution with the highest priority. We will provide an update here as soon as there is more information.


Monday 23-09: Delay in the mailbox

11:40 uur: The emails are slowly coming into the mailbox. We see there is a queue in the incoming mails and a line arose of processing them, it could take some time before your messages are visible in the Spend Cloud mailbox. We are investigating the culprit of this issue.

10:50 uur: We see there is a delay in incoming emails in the Spend Cloud mailbox. We are investigating this with high priority and will post an update here as soon as we have more information. 

Monday 09-09: Issue with exporting invoices/bookings


1:00 PM: The cause of this issue has been identified and resolved. Exports can now be started again, and exports already in progress will complete automatically.

12:00 PM: Currently, invoices and/or bookings cannot be exported. The export either freezes and doesn’t complete, or an error message prevents it from starting. We are investigating this internally with high priority. We will report updates here as soon as more information is available.

Wednesday 04-09: Issue with exporting invoices/bookings


1:50 PM: The cause of this issue has been identified and resolved. Exports already in progress should resume and complete within a few minutes.

1:30 PM: Currently, invoices and/or bookings cannot be exported, and the export freezes and does not complete. We are investigating this internally with high priority. We will report updates here as soon as more information is available.

Thursday 29-08 - Unnecessary multiple notifications sent


Thursday 29-08
9:30 AM: The issue has been resolved.

9:00 AM: Even today, multiple notifications may be incorrectly sent to employees. We are still investigating this and hope to resolve it today. We will post an update once available.


Wednesday 28-08
1:00 PM: Since today, multiple notifications are being incorrectly sent to employees regarding pending actions. We are investigating this now and will resolve it as quickly as possible. We will post an update as soon as we have one. Apologies for the inconvenience.

Wednesday 28-08: PDF of invoices opens in the coding menu in different windows


9:30 AM: Since this morning, when coding and processing invoices, the PDF invoices are opening in different windows. We are investigating this now and will resolve it as quickly as possible. We will post an update once available. Apologies for the inconvenience.

Monday 26-08: Possible error message when saving an employee


1:53 PM: This issue has been resolved.

9:31 AM: When saving a change for an employee in Application Management / Organization / Employees, you might encounter the following error message. We are working to resolve this with high priority and will post an update once it is fixed. Apologies for the inconvenience.

Friday 02-08: Messages delayed in inbox


10:50 AM: We see that messages are coming in again and being processed. We are still investigating the cause to prevent this from happening in the future.

10:00 AM: Messages are arriving in the inbox with a delay. We are investigating this with high priority.

Thursday 25-07 - Technical issue with OCI supplier Mediq

Friday 26-07
8:30 AM: The issue with Mediq has been resolved. Orders that could not be sent have not been automatically processed. You can submit these orders again via the Purchase / Orders menu. If you want to process an order on behalf of a requester as an administrator, select the requester in the 'employee' filter on the left. If you are allowed to perform actions on behalf of others in this module, you can process the order.


 Thursday 25-07
4:00 PM: A technical issue is currently affecting Mediq, preventing orders from being placed via the OCI connection with Mediq. You can find more information on the Mediq website: https://mediq.nl/

Thursday 25-07 - Inbox messages not arriving


6:00 PM: The issue with Zorgmail was resolved around 5:30 PM, and messages sent via Zorgmail’s servers are now arriving.

1:45 PM: We suspect that the delay in message delivery is caused by Zorgmail, software often used to send emails. More information about the Zorgmail issue can be found here: https://status.enovationgroup.com/ We recommend monitoring this page for updates. If you’re unsure whether your organization uses Zorgmail, contact your IT department or the provider managing your mailbox.

1:00 PM: Messages are currently delayed and not appearing in the inbox. We are investigating this with the highest priority. There is no need to resend messages to the Spend Cloud at this time.

Monday 22-07 - Incorrect AutoSuggest suggestions when coding invoices


 Tuesday 23-07
5:00 PM: The issue with the underlying AutoSuggest software has been resolved. Incorrect suggestions should no longer appear for new invoices. However, for the next few days, AutoSuggest may not provide suggestions as the software needs to be retrained, which happens automatically. No action is needed on your part.

10:00 AM: An issue has been found in the underlying AutoSuggest software. We are working on a solution to fix the incorrect suggestions. We will post an update once more information is available.


Monday 22-07
4:30 PM : We have not yet found the cause of this issue and are still investigating. We will post an update once we have more information.

10:00 AM: When coding invoices, incorrect suggestions may appear in the coding fields. We are investigating this.

Friday 05-07: Delay in new messages in the inbox


2:15 PM: The cause of the delay has been identified and resolved. We will investigate further to prevent this issue from recurring in the future.

12:00 PM: We have noticed that messages sent to the inbox are delayed. We are investigating this with high priority. As soon as more information is available, we will share it here. There is no need to resend emails. They are queued in the background and will be processed.

Thursday 04-07 - Error loading PDFs

Friday 05-07
9:00 AM: In some cases, invoices were not processed correctly and were automatically rejected. We are investigating the best way to resolve this.


Thursday 04-07
5:30 PM: Loading PDFs should now work as expected.

4:00 PM: Loading PDFs sometimes results in an error. Our developers are working on a solution.

Wednesday 03-07: ‘Bookings’ menu not loading properly


5:00 PM: This issue has been resolved.

11:30 AM: There is a backlog in adding inbox messages. It may take around 60 minutes for emails to appear in the inbox. There is no need to add the emails again.

Wednesday 03-07: ‘Bookings’ menu not loading properly


2:32 PM: This issue has been resolved.

12:00 PM: The Application Management / Cash & Card / Bookings menu is currently not loading properly. We are working on resolving this with the highest priority.

Thursday 13-06 - English translations


2:15 PM: The issue has been identified and resolved. All texts are now displayed correctly.

1:45 PM: Due to an error in the translation system, some parts of the Spend Cloud are incorrectly displayed in English. Our developers are working on fixing this as soon as possible.


Tuesday 28-05: Cash and Card entries shown as coded in the app


Thursday 30-05
08:00: A release was made late yesterday that should ensure that entries in the app display the correct coding status again.

Wednesday 29-05
09:00: Our developers are still working on implementing a solution for this problem. We expect the solution to be rolled out during the day. As soon as more information is available, we will post an update here.

Tuesday 28-05
16:00: Our developers are still working on finding an appropriate solution for this problem. As soon as more information is available, we will share it here.

08:30: Due to a performance issue yesterday, a change was made causing Cash and Card entries to sometimes incorrectly appear as coded in the Spend Cloud app. Our developers are aware of this and are working on a solution. We will post more information here as soon as it is available.

Tuesday, 28-05: iDEAL Payments Button Not Visible

Wednesday, 29-05

10:30 - The update has been approved by Apple and is available in the App Store. After installing version 1.79.1, the iDEAL button will be visible again for all authorized users.
08:00 - A fix is available for the iOS app, which requires an app update. We are awaiting Apple's review of the update. We will inform you via this article as soon as the update is available.

Tuesday, 28-05
16:00 - In some cases, the button to authorize an iDEAL payment was incorrectly not visible. The cause of this problem was identified, and a fix is being developed. We will update this article once the app update is available.

Tuesday, 28-05: Error message in Procurement - Requests

14:00 - Our developers have identified and resolved the issue. 

12:00 - In some cases, an error message appears on the requests page in the Procurement module. Our developers are aware of this issue and are working on a solution. We will update this page as soon as more information is available.

Tuesday, 28-05: Error saving card settings in Spend Cloud Cards - Empty field for reliable card owner

Wednesday, 29-05
08:00 - This issue has been resolved, and the reliable card owner field is now populated when editing a Spend Cloud card.

Tuesday, 28-05
15:45 - The cause of this problem has been found, and a fix is being worked on. We expect it to be released by tomorrow morning at the latest.

12:00 - When editing and saving a Spend Cloud Card, you may encounter an error because the reliable card owner field is not populated, even though it appears filled in the overview. You can temporarily resolve this error by manually filling in the card owner field when editing the card settings. The card owner is still populated in the background, so this does not cause issues when confirming online payments with a Spend Cloud Card. Our developers are aware of this issue and are working on a solution. We will update this page with more information as it becomes available.

Monday, 27-05: Issues Logging in or accessing certain parts of the Spend Cloud

15:15 - The cause of the problem has been identified, and a fix has just been released to stabilize the Spend Cloud. Bookings in the Cash and Card module might incorrectly display as coded when they are not. We are investigating this issue and will provide updates in another disruption notification. If you still experience slowness or blank pages when logging in, clearing your browser cookies from the past 24 hours may help. Instructions for clearing your browser cookies can be found in this article: How to Clear Your Browser's Cookies and Cache.

13:10 - Unfortunately, the issue has not been fully resolved. A fix was implemented, but it did not yield the desired result. Our developers are still working on this with the highest priority.

11:25 - Currently, there are issues logging into the Spend Cloud and/or accessing certain parts of the Spend Cloud. Our developers are aware, and this has our highest priority. We will post new updates as soon as more information is available.

Friday, 24-05: Unable to adjust limits for Spend Cloud Cards

10:15 - This issue has been resolved. 

08:30 - You may experience issues when changing the limit or reliable card owner of a Spend Cloud Card. We are in contact with Adyen to resolve this as soon as possible. We will keep you updated via this page. Our apologies for the inconvenience.

Friday, 24-05: Spend Cloud App for Android crashes during iDEAL payments

13:30 - The update is available in the Google Play Store. If you still encounter issues with iDEAL payments, check that version 1.79.1 is installed. If problems persist, please report them to support@proactive.nl.

12:54 - We have submitted a fix which is awaiting acceptance in the Google Play Store. We will update this page once the solution is live.

08:30 - A bug in the Android update from Wednesday, May 23rd, is causing the Spend Cloud App to crash during iDEAL payments. Our developers are working on a solution.