Known Issues

Known issues affecting Retain can be found below, with their cause, in-progress solutions, and remediation steps (if applicable).

We are actively tracking all issues on this page and are working to resolve them. Updates will be made here as fixes are released or new issues are identified.

If you experience an issue that isn’t listed here, please let us know by filling out the Retain Feedback Form.

For release notes, please click here

For roadmap & planning, please click here.

(last updated 03/03/2025)

There are no known or widespread reported major issues affecting the Retain platform at this time.

Resolved Issues

Case Comments

• A bug where pasting in large text content to the comments section of a case would result in an error.
  • Comment character limit has been expanded to 20,000 characters up from 4,000.
  • Solution implemented 08/11 (see release notes).

Global Reporting Filters

• A group of people have identified that certain filters and filter applications are not functioning as expected.
  • This primarily results in the currently filtered student list remaining unchanging or defaulting to zero found results.
    • This affect appointment/case/engagement reporting as well.
  • This does not affect the data integrity of any of the data reports.
  • We are currently solving this problem by putting all filters through a rigorous QA test.
    • This has been ongoing since 7/28, as there are currently over 600 applicable filters in global reporting.
• Remediation Steps:
  
  • Try removing the last filter applied that resulted in a zero'd resultset or the list unchanging, and using a different filter.
• Update 08/19/2025:
  • Filter updates and fixes are slated to begin development fixes during the second half of the week of 8/18.
  • We anticipate all filters to be operational by the week beginning Sept 1st, if not earlier.
• Update 09/08/2025:
  • The vast majority of filter updates and fixed were deployed last Tuesday, on 09/02.
    • There have not been any major problems or issues flagged since this deployment
  • There is also another batch of quality-of-life filter adjustments slated for release on 09/15.
• Update 10/07/2025:
  • As a result of the prior months' updates, we will be marking this issue as resolved.
    
    • Thank you for your patience, and please fill out a feedback form if you notice any new issues.

Global Reporting Error

• Occasionally, creating a global report may appear to fail with an error message when applying filters.
  • This is caused by a server timeout when loading student data for filtering.
  • A solution has been identified to increase the automatic timeout for loading data from 60s to 120s.
    • Most reports finish in under 20s after data is already loaded.
  • This issue most frequently occurs when running the first global report of the day (triggers the student data refresh for reporting).
• Remediation Steps:
  
  • Refresh the page after receiving an error. The report should load after filters are finished applying.
• Update 08/19/2025:
  • We are currently planning to extend the automatic timeout to 90s from 60s as an intermediate step.
• Update 09/08/2025:
  • The current automatic timeout on server requests has been extended to 90s from 60s.
  • We are currently monitoring for any new reports of issues that may require this cap being extended further.
• Update 10/07/2025:
  • There has been no reported problems with loading global reporting data within the past several weeks.

Student Data Freezing

• An issue where student data does not refresh as expected.
  • This is easily observable when searching or looking at student records. If the last update date is not equivalent to the last business weekday, the student's data will not update until they are active and registered in a class.
  • This issue tends to affected withdrawn students from the current quarter the most.
  • A solution has been identified, to update students continuously throughout an entire term if they were registered and active at least once in the given term.
    • This is currently in progress, but will require some time to adjust application data-loading logic.
  • We are also evaluating adjust certain data points to be real-time, such as staff contact points, to ensure critical information is always up to date from Banner.
• Update 08/19/2025:
  • We have begun testing the implementation of a new data provisioning mechanism during this current week, beginning on 08/18.
  • If all tests run well, and we are able to successfully validate the data, we will go live as soon as we are confident the process is stable.
• Update 09/08/2025:
  • Due to the recent changes of how students will be processed, and changes to the student search mechanism (see release #2.6.0 and #2.7.0.0), this issue should have been resolved for nearly all students.
  • If a student is registered in the current or next term, they will continue to be pulled along and processed for that entire term on schedule with our current and next term processing.
  • For all other students that do not land in the bucket of the current or next term, running a search for that student will scrape the latest information available for that student from the data lake (with respect to data that Retain makes available).
  • If issues regarding "sticky" or "frozen" student data persist, and you notice it, please do not hesitate to fill out a Feedback Form.
• Update 12/3/2025:
  • We have not heard of any issues regarding student data freezing within the past several months.

Mass Notifications

• CSV files downloaded from PowerBI can have issues sending mass notifications
  • Some CSV files downloaded from PowerBI may include extra rows or columns that prevent Retain from reading student IDs correctly.
    • This can cause issues when trying to send messages via the mass notification CSV upload.
  • We're working on a solution to automatically ignore this extra data and make the process more reliable.
• Update 10/07/2025:
  • We are targeting a tentative implementation date of 10/20 to address this issue permanently.
• Update 12/3/2025:
  • This issue has been resolved over past cumulative release updates.

Exchange Calendar Sync

• A group of people have reported ongoing issues with the calendar sync; specifically, that students are able to book times that conflict with events in their Outlook calendar.
  • There is a multi-step solution that we have and are beginning to implement. 2/5 of these steps have been implemented. We will update as people report mitigations.
  • Please be aware that the calendar times students view is not the same as what is viewable from the internal scheduling mechanisms.
    • If you would like to see your availability from a student's perspective for a particular day, please just submit a Feedback Form ticket and someone can help you out.
  • Update 09/08/2025:
    • Several fixes have been deployed over the last several weeks to help triage and allow for some manual intervention:
      • Sync logs have been greatly expanded.
      • Users can now see the students' perspective of their calendar by navigating to their Appointments page, and selecting the "Preview" button above their availability management.
      • Users can now request a manual sync for the given month by pressing the Queue <Month> Calendar Sync button on the same page.
        • This is an asynchronous process, and may take up to 15 minutes. Please do not over-click the button, as it does not make the process faster.
      • Extra appointment validation checking has been implemented when the appointment is confirmed.
    • Overall, we have seen the number of tickets regarding this issue slow to more of a trickle over the preceding weeks, but if you are still encountering issues, please do not hesitate to submit a Feedback Form.
  • Update 10/07/2025:
    • We have noticed a sharp decrease in the number of duplicate bookings reported as a result of extended validation measures and increased performance/stability of the Exchange synchronization background task.
      • Within the past three business weeks, there has only been two isolated reports.
    • We will continue to monitor for further reports of duplicate bookings, but there is no further information to report at this time.
  • Update 12/3/2025:
    • We have not heard of any reports of duplicate appointment bookings within the past several weeks.