Friday 2 December 2016

Support Blog Retired

The time has come to move all our content in one easy to find space.


All future Hapara updates including Service Disruptions, Release Notes and General Updates will be posted in Hapara's Support Centre.



We recommend following the new Outage Updates section to receive notifications for any Service Disruptions as they occur.

You could follow these sections also, to keep up to date with new features, improvements and frequently asked questions

Just select 'New articles' from the 'Follow' drop down, and you'll be updated as new articles are posted!


From the team at Hapara, thank you for keeping up to date!

Wednesday 16 November 2016

RESOLVED: Highlights Service Disruption: 2016-11-15

10:00 am PT, 07:00 am NZT
Our engineering team has resolved the Highlights service disruption, and performance should now be back to normal. If you continue to see any issues with connecting to student devices on Highlights, please submit a support request at support.hapara.com or email support@hapara.com.


09:48 am PT, 06:48 am NZT
We have received elevated reports of errors in loading student panels in Highlights. Our engineering team has performed an initial investigation and confirmed a Highlights backend service disruption. This is resulting in the message "Just a minute, we are connecting to student device" appearing on student panels in Highlights.

We are investigating this at the highest priority and will post more updates as we learn more.

Best regards,
Hapara Support

Friday 4 November 2016

RESOLVED: Hapara Service Disruption: 2016-11-04

Issue: From 04:30am PT to 8:45am PT, teachers from some domains are unable to log into Hapara.
Root Cause: Hapara has been improving the way it interfaces with school's GAFE domains, via the use of the Admin API. As part of this work, we released an update to to the way Hapara handles changes to teacher email addresses. Unfortunately this release introduced a bug which affected some customers with a certain domain configuration, which de-registered teachers of these domains from Hapara. The end result is that these teachers were not able to login to Hapara. Resolution: We rolled back the release, and then performed a full synchronization of Google user data back into Hapara. What we are doing to prevent this from happening in the future: The issue affected customers with a specific configuration, which was not covered in testing. We are reviewing our testing coverage to ensure that similar bugs will not slip through in the future.

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08:45 am PT, 04:45 am NZT
At 04:30 am PT, 00:30 am NZT we experienced a service disruption with Hapara Dashboard, Workspace and Highlights being inaccessible for some users. You may have seen a login or authorization error as a teacher, or as an Administrator you may have seen no teachers assigned to classes in Hapara Dashboard.
We've now implemented a fix which should resolve the majority of these issues and will update this post once the root cause has been thoroughly investigated.
We apologise for the inconvenience and if you are still experiencing any access problems, please try these troubleshooting steps in the first instance, before submitting a request to our Support Team, with examples of affected teacher emails, so we may investigate further.

06:40 am PT, 02:40 am NZT
We are implementing a fix now, and impacted users should be regaining access as this is posted. We will continue investigating the root cause of these access issues and post another update once identified and permanently resolved.


06:15 am PT, 02:15 am NZT
Our team is closer to identifying the root cause of this morning's access issues and working to implement an interim fix. This should be out very shortly, thank you for your continued patience.


05:45 am PT, 01:45 am NZT
We have had elevated reports of Hapara Dashboard, Workspace and Highlights being inaccessible for some users. We are investigating this at the highest priority and will post more updates as we learn more.

You may receive a login or authorization error, or an error advising 'No classes found', which usually should be resolved by logging out of all Google Accounts, clearing browser cache and refreshing.

Our team is investigating and we will update this article again shortly as we learn more.

Friday 21 October 2016

RESOLVED: Hapara Smart Share Service Disruption - 2016-10-21

Resolved: 12:45 pm NZT, 16:45 pm PT - We've released a fix into production now and are confident the Smart Share icon should now be displaying for your class(es).

If you are not seeing the Smart Share icon, please try clear your Chrome browser cache and cookies and refresh your browser page.

If you continue to experience issues with access to Hapara Dashboard, please submit a request to our Support Team, with examples of affected teacher emails, so we may investigate further.

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Update: 12:00 pm NZT, 16:00 pm PT - Our team is in the process of testing a fix for Smart Share, and this will release as soon as possible. We'll update this post again within the hour.

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11:00 am NZT, 15:02 pm PT - Our support team has received elevated reports of the Smart Share icon missing from Hapara Dashboard.



We've identified the cause and our team is working on a fix at present. We'll update this post again by 12:00 pm NZT, 16:00 pm PT

We apologise for any inconvenience and thank you for your patience while we work on resolving this.

Tuesday 18 October 2016

RESOLVED: Hapara Workspace Service Disruption - 2016-10-18

RESOLVED: 15:00 pm PDT, 11:00 am NZT:

UPDATE: 14:50 pm PDT, 10:50 am NZT:
We've restarted our servers and it appears Hapara Workspace has started working again. We will continue to monitor the traffic and update this blog accordingly.

We have had elevated reports of Hapara Workspace being inaccessible for majority of users. We are investigating this at the highest priority and will post more updates as we learn more.

You may receive the below error advising 'No User Found' or See a Sad Kiwi page, which usually should be resolved by logging out of all Google Accounts, clearing browser cache and refreshing.


We will post another update to this issue when we have any additional information.

Friday 14 October 2016

RESOLVED: Hapara Service Disruption: 2016-10-14

RESOLVED: 18:00 pm PDT, 14:00 pm NZT

Google have advised the issue with Google Cloud Platform HTTP(s) Load Balancer should have been resolved for all affected customers as of 17:25 US/Pacific.

We have tested Hapara access and are able to confirm things are looking good.

If you continue to experience issues with access to Hapara Dashboard, please submit a request to our Support Team, with examples of affected teacher emails, so we may investigate further.


UPDATE: 16:10 pm PDT, 12:10 pm NZT:

We've had confirmation from Google that they are investigating an issue with HTTP(s) Load Balancer. This is a high priority issue they're working to resolve as soon as possible, we'll provide another update by 18:00 pm PDT, 14:00 pm NZT.
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15:40 pm PDT, 11:40 am NZT:

We have had elevated reports of Hapara Dashboard, Workspace and Highlights being inaccessible for some users. We are investigating this at the highest priority and will post more updates as we learn more.

You may receive the below error advising 'No classes found', which usually should be resolved by logging out of all Google Accounts, clearing browser cache and refreshing.

Our team in investigating and we will update this article again shortly as we learn more.

Tuesday 11 October 2016

HTML styling now available in Workspace!

We've added the ability to style text in Workspace cards using simple HTML!

This means changing text colors, highlighting text, highlighting things in bold or italics as well as bulleted or numbered lists.

See how to do this here: https://hapara.zendesk.com/hc/en-us/articles/229672368