Sometimes a waiver appears in Find Documents > Assignment History as assigned to a person, but the customer cannot be found in Data Entry, and the waiver cannot be accessed or unassigned. You may also see the waiver listed as “Assigned to [] by [staff name]."
This behavior is usually caused by a known issue called concurrent waiver acceptance.
What is concurrent waiver acceptance?
Concurrent waiver acceptance happens when the same waiver is processed on more than one Rock Gym Pro workstation at the same time.
This is most common during busy shifts or in multi-location facilities where multiple staff members may be working in the shared systems simultaneously.
How does this happen?
This issue typically follows this sequence:
A staff member opens a waiver from the Find Document queue and begins creating a new customer record.
That customer record is left open and the process is not fully completed.
On a different workstation (whether at the same location or another location), another staff member opens and processes the same waiver.
When the original, unfinished customer record is closed on the first workstation, Rock Gym Pro removes the newly created customer record and the associated waiver.
Why does the waiver still show in Assignment History?
Even though the customer record and waiver are removed from active use, the system still logs the assignment action.
This is why the waiver appears in Assignment History but:
The customer cannot be found in Data Entry
The waiver cannot be accessed or unassigned
The waiver appears assigned to a blank name
The waiver is removed from the database, but it is not permanently deleted.
How can this be prevented?
To prevent this issue, make sure that a single waiver is only processed on one workstation at a time.
We recommend:
Completing the full customer creation process before opening the same waiver elsewhere
Training staff to communicate when they are working on waivers during busy shifts
Avoiding opening the same waiver on multiple computers simultaneously
Can the waiver be recovered?
In many cases, yes.
If you need a copy of the original waiver, please contact support and provide:
The customer’s full name
Date of birth
Approximate time the waiver was completed
We can often retrieve a PDF copy of the waiver and email it to you so it can be attached to the customer’s Documents list.
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