Problem Statement – Slow generation of reports and failure of the PROMIS 4 bridge to Classic.
Some of our PROMIS users have experienced system slowness when generating reports in Classic and the inability to access Classic using the link in PROMIS 4 menu.
We understand, from discussions with our user community, that when a report seems to be taking a long time to generate, or upon receiving an error message, some users respond by closing the application window, opening a new one, and resubmitting their request. When this happens, the user session (connection) is not ‘closed’ properly but remains open as an orphan active session, in addition to the new session that is established. The new report request adds to the existing report queue and the overall report request load from all users. This creates a bottleneck which results in system slowness and failure of the PROMIS 4 link to Classic.
Please also be aware that we have been advised by our Health Authority partners that users who access PROMIS through a VPN connection can expect a response lag as a result of their connection. This is independent of PROMIS.
Resolution Statement
We are currently investigating the PROMIS issues and appreciate your patience as we work to a resolution.
In the interim, users can employ the following workarounds:
For performance issues with reports in PROMIS Classic:
- The wait time to generate some reports in Classic is up to 5 minutes. We advise that you not terminate the reports or exit the application window. If you get an error message, please wait a few minutes and try again. If you must exit the application, please log out of PROMIS before closing the application window.
- When running the Monthly Flow Sheet report, please run this report from PROMIS 4 instead of Classic.
For issues working in both PROMIS 4 and Classic:
- Please log onto Classic directly from the PROMIS portal page: https://promis.testing.canadian-visa-lawyer.com/
- If you need to work in PROMIS 4 as well as Classic, please log into PROMIS 4 separately through the portal page and have two separate tabs open in your browser, one for PROMIS 4 and one for Classic.
If you receive any system error message, please log out of PROMIS, close all browser windows and try again after a few minutes.
Note: Always log out of PROMIS before closing the browser window.