Update for Form 2 Customers

July 27th, 2023

Dear Valued Customers,

We are happy to announce that this weekend we will be deploying code to correct issues around accessing your PDF disclosures. There are several steps to this deployment, so we plan on starting our work on this Friday, the 28^th, at 9PM EST and we estimate all work will be done sometime Sunday evening. There will be no downtime during this period.

We will send another communication once the deployment has been completed.

Please reach out to support with any questions or concerns.

Thank you,

The team at CloudCME

July 10th, 2023

Dear Valued Customers,

This message is an update you on our progress resolving forms issues around creating and pulling PDFs and disclosures. We are working this week to resolve one remaining issue and will update you on a scheduled maintenance timeframe as soon as possible.

Please reach out if you have any questions, comments, or concerns.

Thank you,
The team at CloudCME

June 23, 2023

Dear Valued Customers,

This message is an update you on our progress resolving forms issues.

We are still working through the remaining issues with Frevvo and hope to have a code fix to resolve them soon - we've made significant progress.

Due to the critical nature of these issues, once we have a code fix from Frevvo that passes testing, we will deploy it as soon as possible. We will provide 24 hours' notice before we take the system down for scheduled maintenance to upgrade your form code. Following the notification, the scheduled maintenance will begin at 6 PM EST to ensure the site is operational by 6 AM EST the following day.

Please reach out if you have any questions, comments, or concerns.

Thank you,
The team at CloudCME

June 16, 2023

Dear Valued Customers,

This message is an update you on our progress resolving forms issues.

We have successfully tested the code fix from Frevvo and can now create PDFs of disclosures. However, we have encountered a couple of potential defects which need to be resolved and we are working with Frevvo to do so. Once our testing is successful, we will be able to begin your form code upgrade.

Once our testing is complete, we will need to begin scheduled maintenance at 6PM EST to have the site operational by 6AM EST the next morning. Due to the critical nature of these issues, we will be deploying this code as soon as we can. We will give 24 hours’ notice before we take the system down for scheduled maintenance.

Please reach out if you have any questions, comments, or concerns.

Thank you,
The team at CloudCME

June 9, 2023

Dear Valued Customers,

This message is an update you on our progress resolving forms issues.

We are closing in on a solution. The code currently in testing will resolve issues around disclosure PDF generation and the disclosure report.

Once we correct the disclosure forms, we will turn to any faculty forms in the system where PDF generation is still not yet optimal and correct those next.

Please reach out if you have any questions, comments, or concerns.

Thank you,
The team at CloudCME

June 2, 2023

Dear Valued Customers,

Yesterday we received a code fix to correct the two issues around generating and retrieving PDFs and inability to save the Production deployment state. We are starting our Quality Assurance testing, and if testing goes well without any additional issues, we hope to have your issues fixed next week.

We will send another communication early next week to provide an update on how we are tracking to deploying your code fix. If you need any assistance related to forms or have any questions, please reach out to support to create a ticket.

Once we get these issues resolved, we will be moving several customers onto another server to mitigate the issue around the server going down intermittently.

Thank you,
The team at CloudCME

May 26, 2023

Dear Valued Customers,

We were able to successfully resolve 2 of your issues yesterday:

You can now duplicate form templates – this issue has been in place since end of 2022 and is now resolved.
You can once again edit forms such as registrations, disclosures, and evaluations.

For the two issues around generating and retrieving PDFs and inability to save the Production deployment state, we were promised a code fix to be sent to us by the start of June, and it seems this is on track. The issue is in the Quality Assurance phase at Frevvo. Once we get the code fix, we will be in our own Quality Assurance testing and communication cycle with Frevvo until we know that issues are resolved. We will then deploy the corrections as soon as we can.

Once we get these two issues resolved, we will be moving several customers onto another server to mitigate the issue around the server going down intermittently.

Thank you,
The team at CloudCME

May 19, 2023

Dear Valued Customers,

This message is to provide an update for all Forms issues which have been communicated to you over the last couple of weeks.

Over the last week and a half, we have been working on isolating several issues related to our forms servers. We have been working diligently with our vendor, Frevvo, to communicate the issues you are experiencing and to troubleshoot solutions as they have proposed them.

We have isolated 4 distinct issues. These are now in progress to be fixed by a code patch which Frevvo has promised to send by the start of June. At that point, we will be in a Quality Assurance testing and communication cycle with Frevvo until we know that issues are resolved. We will then deploy the corrections as soon as we can.

We will send another communication next week to provide an update on how we are tracking to our first milestone of receiving the code patch.

Please know that we are doing everything possible to resolve these issues for you, our customers. If you need any assistance related to any of these issues or have any questions, please reach out to support to create a ticket.

Thank you,
The team at CloudCME

May 15, 2023

Dear Valued Customers,

We are writing to give you an update on our recent issues with your forms services. We have been in daily communication with Frevvo and have made a great deal of progress. We have been able to identify what is causing our issues and we are working now to determine the most appropriate solution. We will keep you updated on our progress and hope to have more information soon.

In the meantime, if you need help troubleshooting, please contact support@cloud-cme.com.

Thank you,
The Team at CloudCME

May 10, 2023

Dear Valued Customers,

This communication is to update you about your current issues with our forms functionality and what we are doing to resolve them. There are a few things happening, so we wanted to make sure you are clear about what is going on. Adding to the confusion is that some customers are experiencing different issues than others. This communication is specifically for you.

REPLACING OUR FORMS VENDOR:

We know this functionality is extremely important to replace. This project is slated for after we have completed our Activity Manager / Editor project. All our resources are working on this new feature. We don’t have a time we can commit to but can share that we are committed to this being our next project.

UPGRADING TO LATEST VERSION OF FREVVO:

To correct some known issues around not being able to duplicate forms and to speed up the forms functionality, we have upgraded to a new build of the Frevvo software. It has taken several months to get code from them that worked successfully in our testing. Unfortunately, despite much testing, some issues have arisen:

1 - Issue generating PDFs, which affects the Disclosure report - the Disclosure Report is not displaying accurate submission data for users.

To determine the most recent Disclosure submission for a user, you must go to the Forms screen, expand the Disclosure form so you can see the submissions, and filter the FullName column by the user’s last name. You can see the date listed in the Last Changed column – this is the most recent submission we have for that user.

We understand the inconvenience and will help retrieve PDFs for you if needed.

To access a user’s Disclosure or a PDF from another form, go to the user’s Uploads folder in Membership Manager.

If you cannot find what you need, please submit a ticket and provide the following information:

User's first and last name
User ID (from their CloudCME profile)
The form name and the date & time of their latest submission

If you do not know how to find the date/time of the latest submission, you can follow the instructions in the attached document.

2 - Issue editing forms. We identified an issue that prevents you from editing forms such as registrations, disclosures, and evaluations. We are trying a fix this evening to see if we can resolve this issue.

3- Issue saving the Deployment State. For some users, if a form is in Development status and you change it to Production, it is not saved.

If this happens, please submit a ticket with the name and ID of the form (both are on the Forms screen), and we can change the status for you.

If you are unsure whether your form is in Development status, you can confirm it by launching it in the AP – if you see a yellow warning message at the top, it is in Development status, and we must update it to Production status for you.

Our team is currently working very closely with Frevvo to address these problems, and we will reinstate this functionality as soon as possible.

We are aware this is a major inconvenience and will keep you informed with updates as we receive them.

MIGRATING TO A NEW FORM SERVER:

Due to the intermittent issues where your form server is going down, we are going to migrate many customers off of this server and onto a new one. We are working on this as well but are focusing first on the issues that came out of our upgrade.

We are absolutely working our hardest to resolve your current issues and will be sending an update as we know more and have any progress to report.

Thank you,
The team at CloudCME