Performance Issue Identified | February 11, 2025

Completed

Chris Fekete

• February 11, 2025 21:26
• Edited

CivicPlus Engineers are aware of an issue resulting in some user accounts displaying "User not found" in your Recreation Management solution.  The team is actively working on a resolution, and we will provide updates as available. Thank you for your patience.

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• Official comment

  

  Chris Fekete

  • February 17, 2025 19:28
  • Edited

  Fix Implemented

  CivicPlus Engineers have applied a fix that will prevent the users from showing up in search results but displaying "User not found" moving forward.  

  Users showing up in search results but displaying "User not found" were due to child account records being created in a secondary customer, but the child's household was not linked to that same customer. Rec's user management system is built on the assumption that if a child is a member of a customer, their parent is also a member of that customer. However, there were several scenarios that resulted in an "orphaned" child account on a customer. That is, a child account linked to a customer with no corresponding parent account linked to that customer. This scenario is invalid in Rec and results in unexpected behavior.
  To fix the problem, we made several modifications to ensure user account integrity. This means:

  • If a child account logs in and is linked to a new customer, the entire household is also linked to that new customer. > NOTE: This can only occur if the child account has their own email/password combination.
  • If a child and parent account share an email, the child account cannot log in and be linked to a new customer. Instead, the parent's account is linked to the new customer. > NOTE: This was the main source of the bug. Rec would link child accounts instead of the parent account.
  • If a new child account is added, it will propagate to all customers the parent is linked with.

  There were also several issues with cross-over accounts that occurred when one user is linked to multiple customers, and one customer removes that user. Now, if a crossover account is removed from one customer, the following principles are applied:

  • When a user is added by either logging in to a new customer or by a staff member on the internal site, we will attempt to locate an existing *active* account matching the email address. If a match is found, this existing user is simply linked to the new customer. If a match is not found, a new account will be created. If there was an inactive account that matched the email address, we will ignore this and create a new account, allowing the customer to truly 'reset' an account if desired.
  • When a customer deletes a user but that user is actively linked to other customers, we will simply remove the link from this user to the customer and leave it untouched for other customers. The user will disappear from this customer's search results. Deleting the user is still subject to the typical rules requiring no transactions to be attached to the account.
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  Chris Fekete

  • February 17, 2025 19:28
  • Edited

  CivicPlus Engineers continue to work actively to resolve this issue. 
  We have identified the issue and are working on testing a solution to provide you with the best experience moving forward.  
  An update will be added to this post when it is available.

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