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.

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.

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.

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

RESOLVED: Hapara Dashboard Service Disruption: 2016-09-19

UPDATE (Resolved): 16:15 pm PDT: Google has confirmed that the root cause of the issue is due to an API update on the Google side.

We are continuing to work with Google's Engineering team to understand the change, and implement a more robust long term resolution.
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UPDATE (Resolved): 12:30 pm PDT: We've completed fixing all impacted domains now, and do not anticipate this problem recurring again today.

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.

We are investigating the root cause of the problem with Google and will update this post with more, once this is determined.
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UPDATE: 12:00 pm PDT: We're working on the tail end of these fixes now. The majority of impacted domains have been resolved.
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UPDATE: 11:00 am PDT: We have a fix running which should bring classes back into visibility, and allow teachers to login successfully.

Hapara's little hamster wheels are currently running at max capacity to get these fixes completed, and we'll provide another update in an hour. Please try refreshing Hapara Dashboard to check if your domain has been resolved.
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UPDATE: 10:00 am PDT: We're working to identify all domains affected by this outage, and are beginning a fix process. This will take approx hour or two to complete in full, but you will likely see resolution sooner than this.

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UPDATE: 09:00 am PDT: We have a critical ticket logged with the Google team to help investigate the root cause of the issue.

Our support team has a workaround fix we are implementing in the Hapara backend now. More updates to come.
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UPDATE: 08:15 am PDT: We have found a potential cause and are working toward a resolution. In the interim, teachers can try these troubleshooting steps to resolve.

We'll update this post again as soon as we have more.
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07:30 am PDT: We have had elevated reports of Hapara Dashboard 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, which usually should be resolved by logging out of all Google Accounts. We will update this article again shortly as we learn more.

Best regards,
Hapara Support Team

RESOLVED: Highlights Service Disruption: 2016-09-16

RESOLVED: 10:30 am PDT

This morning at approx 09:00 am PDT we noticed elevated error rates for the Highlights product. 

Teachers may have seen errors saying "Student device is offline" or student's may have had no activities/tabs despite the student being online and active.

Our Engineering team implemented a fix for this issue by 10:00 am PDT, and we are confident this has resolved the root cause of the problem.

If you continue to experience issues with Highlights, please submit a request to our Support Team.

Best regards,
Hapara Support

RESOLVED: Google Service Disruption: 2016-09-08

RESOLVED 11:30am PDT: We have had confirmation from Google that the disruption today was caused by a configuration update in Google's Identity, and has since been rolled back.

We are marking this Service Disruption as resolved, and if you experience any further login issues please try these resolution steps in the first instance.

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UPDATE 10:10am PDT: We are receiving reports that the problem is self resolving. Our team has had some success accessing Hapara Dashboard, Workspace, Highlight, and the Hapara Admin Console after refreshing a browser session and recommend you try this in the first instance:

1.  Log out of all Google Apps accounts
2. Clear Chrome Browser's Cache and Cookies
3. Try log back into your school account and re-access Hapara Dashboard

Our Engineering team is still investigating the root cause of this issue, and we will update this post again when we know more.

Best regards,

Hapara Support

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10:00am PDT: We are experiencing a global service disruption for Hapara Dashboard, Workspace, Highlight, and the Hapara Admin Console.

This issue looks to be caused by a failure in Google's authentication engine. Our team is currently investigating the source of the problem and reaching out to Google directly.

We will post another update to this issue when we have more information

Best regards,
Hapara Support