We Hear You: ART Issues

We are aware that many users experienced issues with ART over the past few weeks. ART is an elderly, delicate tool, and is subject to slowdowns and errors especially during peak usage times. We know ART is an essential component of your work, and we want you to know that we appreciate your patience, and that we monitor refresh times and error messages daily to be able to quickly identify build failures or system outages.  

Many of our users had state homeless program reporting deadlines in the last week. While there was no sustained system outage in that time, we informed the state homeless program managers of the system slowness.  

Here are some tips to prevent ART congestion and frustration during peak usage periods:  

• Very large reports should be scheduled outside of peak ART usage and rebuild times. While there is an exact moment that ART is finished refreshing new data, the rebuild process takes a few hours behind the scenes. When reports are scheduled during those hours, there is a higher likelihood they’ll get stuck at pending or fail. Your best bet is to schedule them at off-peak hours, which we estimate to be between 9pm and 2am.  
• As a reminder, you can check the date and time of the most recent ART rebuild yourself to make sure your report will have your most up-to-date data. Once you connect to ART and scroll past the ART Browser and Scheduled Reports section, you’ll see “Last Warehouse Build” with a date and time stamp in the bottom left corner. 
• If you have hundreds of reports in your inbox, contact the Helpdesk and we will ask Wellsky to clear the reports out for you – this can help speed up future reports, too!  

Here are some tips for next steps if you can’t access ART:  

• Close your ServicePoint browser window and try logging in to ServicePoint and connect to ART one more time. If you are still not able to access ART, continue reading.  
• Check System News on the home page of ServicePoint. If this is a system-wide issue, we will post a note here as soon as possible.  
• If there is no note here about a system-wide issue, try clearing your browser's cache or switching browsers. For instructions on how to clear your browser's cache, we recommend a simple Google search (For example, "Clear browser cache Mozilla Firefox") which should generate step-by-step instructions based on your browser and version.  
• If that still doesn't work, please contact the MN HMIS Helpdesk with the error message you are receiving (a screen shot is best).  

If you can access ART but receive error messages or your reports get stuck:  

• Check System News on the home page of ServicePoint. If this is a system-wide issue, we will post a note here as soon as possible.  
• If there is no note here about a system-wide issue, try clearing your browser's cache or switching browsers. For instructions on how to clear your browser's cache, we recommend a simple Google search (For example, "Clear browser cache Mozilla Firefox") which should generate step-by-step instructions based on your browser and version.  
• If that still doesn't work, please contact the MN HMIS Helpdesk with the error message you are receiving (a screen shot is best). 

Finally, ever wondered what we do when we learn of a build failure, a system outage, or other persistent ART connection issues?  

• When the Reporting and Evaluation Team can verify the issue, we contact the Wellsky helpdesk to report it. 
• We post a note in System News with all the information we have.  
• When we hear back from the Wellsky helpdesk with more information, we update the System News. If we hear the issue has been resolved, we’ll take down the System News.