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

• Release Notes
• Teacher FAQs
• Administrator FAQs

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!

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

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.

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

RESOLVED: Data Loader Service Disruption - Manual Spreadsheet Loads

RESOLVED 2030hrs PDT. We have implemented a fix that handles most of the spreadsheet errors.  We have tested this extensively, and it is handling the majority of errors seen.  If you continue to experience issues with loading data, please submit a request to our Support Team.

Best regards,
Hapara Support

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UPDATE 1412hrs PDT: We've made progress diagnosing the issue at hand, and have engaged Google to investigate.

We will provide another update as soon as we hear back from the Google Team.

While this is under investigation, you can successfully complete a manual load via CSV using the workaround below.

Best regards,

Hapara Support

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1308hrs PDT: We are currently investigating an intermittent service disruption for Manual Data Loads from Google Sheets. Some loads of Google Sheets are returning errors and failing to load.

 The issue is not system wide, and to confirm if you're affected by this problem, you might see this or a similar error in the Data Loader Status page:

Unexpected error encountered while loading worksheet <Sheet name>. Please try to load the file again. If this problem persists please contact Hapara Support.

While our development team investigates and works to resolve this issue, you can successfully complete a manual load via CSV using the following workaround:

1. In the Google Sheet, click File > Download as > Comma-separated values
2. On your Hapara Admin console, go to the Manual Configuration menu.
3. Click Start Configuration, then choose CSV file and click Next through the menu options until "Save".
4. Go to the Manual Load menu, click Next, then choose the file that you downloaded in Step 1.
5. Click Start Load to process the file.

If you have any questions about the above process, or continue to experience issues with loading data, please submit a request to our Support Team.

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

Best regards,

Hapara Support

RESOLVED: Highlights Service Disruption: 2016-08-23

UPDATE, 10:30am PST: We have confirmed that the Highlights issue is now resolved. Please contact our support team if you continue to notice any issues.

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UPDATE, 9:20am PST: Our team has implemented a fix for Highlights, and we're seeing far fewer errors now. We are still waiting to confirm full resolution, but we do believe the issue to be largely resolved. If you are still experiencing any problems, please contact our support team and we'll investigate further.

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We are currently experiencing elevated error rates for the Highlights product. Teachers may see errors saying "Student device is offline" or "School is finished for the day" despite the student being online and active. Our development team is investigating this issue and working hard to resolve it.

Another update will be posted here by 9:30am PST. If you have any questions or concerns, please contact the support team at support.hapara.com or email support@hapara.com.

Best regards,
Hapara Support

RESOLVED: Hapara Dashboard Service Disruption

RESOLVED, 4:06pm PST

Google confirms that the issue is now resolved. 

https://status.cloud.google.com/incident/appengine/16008

Hapara Dashboard service is back to normal.

UPDATE, 3:05pm PST

Our monitoring indicates that the applications are now available for most if not all customers. Google’s latest update on the issues informs us of the same: https://status.cloud.google.com/incident/appengine/16008

UPDATE, 2:25pm PST

Google has acknowledged that there is a problem with their infrastructure, and are working on it now: https://status.cloud.google.com/incident/appengine/16008

The problem affects data loading as well.  All dataloads are either running very slowly or suspended.

Hapara Data Loader Improvements - August 2016

The start of the Northern Hemisphere Academic year is not far off, it will soon be time to load your new students, teachers and classes into Hapara.

We’ve improved the Hapara Data Loader with streamlined workflow and improved functionality. You can take a first look in your school's Hapara Admin Console, and learn more via these links:

• Data Loader Release Notes
• Data Loader User Guide

The changes include:

• An improved look and feel, including a step by step guide through the Data Loader options.

• Improved process for manually loading spreadsheets:
  • Wizard based decisions on how folders, blogs, sites and gmail are used.
  • Load a simplified Class spreadsheet with fewer columns.
• Improved documentation including context sensitive help.
• Automatic daily import of Classes, Teachers and Students for Clever and Powerschool users.
  • Easy to configure connectivity to the Clever integration tool or to PowerSchool.
  • Decide how Hapara class names are generated.
  • Wizard based decisions on how folders, blogs, sites, and gmail are used

RESOLVED: 2016-08-01: Smart Share Service Disruption

UPDATE, 12:30pm NZT, 17:30 PST: We have successfully tested and released a fix, and can confirm that Smart Share functionality should be back to normal.

We will continue to investigate the root cause of today's outage and do everything we can to prevent its occurrence in the future.

If you continue to experience any Smart Share problems, please contact our Support Team with the following information:

• Classes affected: IE: Mailboxes of classes
• Teachers/Learners affected: IE: Email addresses of anyone affected
• Doc type: Eg: docx, PDF, Google spreadsheet
• Doc name:
• Date/time:
• Error displayed and/or screenshot:

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UPDATE, 11:30am NZT, 16:30 PST: Our team has identified a potential solution and are currently in testing stages.

At present you might be able to click 'OK' to begin the Smart Share process, regardless of the error. 

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UPDATE, 10:30am NZT, 15:30 PST: Our team is still investigating this issue and doing everything they can to resolve it quickly.

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We have recently identified an issue preventing users from being able to use the Smart Share feature in Hapara Dashboard. When attempting to share a Google document, teachers are receiving the following error: "you do not have the permissions to copy or share the file." as per the screenshot below.

Our developers are currently investigating this issue as a matter of urgency. We will have updates out hourly, please keep an eye on this Support blog post.

Best regards,
Hapara Support

Inline Help Widget - July 2016

Help is just a click away in the Hapara Suite now!

We have added a new help widget that will help you find support articles, release notes and other tips easily, without leaving your Hapara tool.

If you have a question or need help, click the Help button at the bottom left of the screen.

This will display an expanded Help window which you can use to search for articles.  Type your search text in the search box and hit enter to get the top 3 results.

You can search the entire Hapara Knowledge Base from this widget, and submit any questions to our support team if you cannot locate an answer.

Hapara Dashboard Improvements - July 2016

Based on feedback received from our customers, we have updated Dashboard with a simpler, more modern user interface. All the same great functionality in a smoother, faster package.

See below for highlights of the improvements, or please click here for the full article

• Smart Share Performance Improvements
• Read-only Documents in Dashboard
• General Performance Improvements
• Design Changes
• Manage Classes Updates
• Class Info Updates
• Add Co-teachers
• Interact Retired and Replaced with Highlights
• Automatic Updates and Customer Notifications

RESOLVED: 2016-05-16: Google Drive Elevated Error Rates

UPDATE, 6:00am PST: Our team has monitored systems since we were first alerted of the problem, and Drive error rates have remained at normal levels. We are confident in marking this issue as resolved; however, our engineering team is continuing to keep a close eye on the system to ensure full functionality. Please contact our Support team if you have any problems with Dashboard.

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We are currently experiencing slightly elevated Google Drive errors in our backend system, which may lead to slower load times or occasional errors in student panels on Teacher Dashboard. This may also affect data load performance.

Errors have decreased in the past few minutes, but we are monitoring systems and investigating the core cause of the issue. We will update this post when we have any further information or a full resolution.

Best regards,
Hapara Support

RESOLVED: 2016-05-11: Highlights Service Disruption

UPDATE, 1:00pm PST: We have released the aforementioned fix, and our engineering team has tested and confirmed that Highlights performance is back to normal. We will continue to investigate the root cause of today's outage and do everything we can to prevent its occurrence in the future.

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UPDATE, 11:45am PST: Our team has identified a potential short-term solution to alleviate the Highlights issue. We are still working on resolving the root cause, but this short-term fix should improve performance in the meantime. The fix is expected to be released within the next 30 minutes.

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UPDATE, 10:40am PST: We are still investigating the Highlights outage with the utmost priority. We will provide another update at 12:30pm PST.

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UPDATE, 9:30am PST: Our development team is still investigating this issue and doing everything they can to resolve it quickly. We will send another update by 10:30am PST.

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We are currently experiencing a service disruption with our Highlights product, in which student panels do not load or display inaccurate error messages. Our engineering team is investigating this issue with the highest priority.

We will post another update by 9:30am PST.

Best regards,
Hapara Support

RESOLVED: Highlights Service Disruption

UPDATE: As of 2:30pm PST, the Highlights outage has been resolved. Teachers should be able to use Highlights normally moving forward. If you continue to see any problems with Highlights or other aspects of Hapara, please open a support case at support.hapara.com, or email us at support@hapara.com, and we will get back to you ASAP.

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We are currently experiencing a global service disruption with our Highlights product. Users can load Highlights normally, but student panels may incorrectly display the message "School is finished for the day". Our engineering team is investigating this outage with the highest priority.

We will post another update by 3:00pm PST.

Best regards,
Hapara Support

Highlights Release Notes - May 3, 2016

Highlights Focused Browsing supports Google Forms better

In Highlights, when using Focused Browsing with Google Forms, the teacher had to specify two URLs - one for the Google Form itself, and one for the "Thanks" page that is displayed after the Google Form has been submitted. If the teacher only specified the first URL, the students wouldn't be able to successfully submit the form.

Now Highlights automatically adds the second URL - so the teacher only has to specify one URL.

HL extension respects the screenshot quality setting

Highlights was not respecting the Image Quality setting in the Bandwidth Control section of the TDAdmin Highlights page. This reduced the ability of Admins to control the bandwidth that Highlights uses. Highlights now obeys the settings.

Note: Around 3May16, if a teacher comments that the image quality in Highlights has gotten worse, this will be because the TDAdmin setting is now being obeyed. Their IT Administrator can change the setting to change the image quality.

Note: With the default TDAdmin settings sending a student screen image to the teacher takes about 30 to 60 kilobytes of network bandwidth. Lowering the image quality in TDAdmin reduces this to about 10 kilobytes.

UPDATE: Teacher Dashboard Service Disruption

UPDATE: As of 04:30pm PST, We have diverted traffic to our backup platform. Users may have to refresh their browsers to gain access into Teacher Dashboard. If you encounter any further issues, please submit a support ticket and we will investigate right away

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We are currently experiencing a service disruption with Hapara Dashboard and its only affecting our Southern Hemisphere customers. Teachers will not be able to access their Teacher Dashboard.

They will see an error stating “over quota”.

Our team is doing everything in our part to get Teacher Dashboard working again.

Highlights Release Notes - March 31, 2016

Improvements

Focused Browsing feature now optional

The Highlights TDAdmin page now contains a setting "Enable Focused Browsing" which defaults to Yes. If set to No. the Focused Browsing functionality in Highlights is hidden from teachers.

“Extension Installed” diagnostic test is quicker

In some cases, the first test in the Student Diagnostic page was taking a long time before it failed. Some students erroneously thought the test had passed. Now the first test takes at most 10 seconds to fail.

Highlights works better on iPads

Highlights now works much better on iPads. Several issues have been resolved.

Note: On the iPad, a student panel “drag and drop” is initiated by long-clicking on the student panel header. This helps Highlights distinguish between teacher drag and drop actions and other click actions.

Dashboard Release Notes - February 29, 2016

Improvements

• Updated backend processes to refresh student name details from google when a student is added manually to td.students group through a school's Google Apps admin console.  Previously the name was appearing overnight.
• Return only active student domains when fetching list of classes to display to Teachers.

Smart Share

Fixed the following issues with Smart Share:

• Added a validation check when you try to Smart Share files on which you do not have adequate access rights.  Smart Share window now shows a message indicating which file cannot be shared.
• Fixed the issue where the Smart Share was not working on the Class Info page.

RESOLVED: Workspace Service Disruption

UPDATE: As of 8:40am PST, the Workspace outage has been resolved. If you encounter any further issues, please submit a support ticket and we will investigate right away.

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We are currently experiencing a global service disruption with Workspace. When users, primarily students, try to access mystudentdashboard.com, or workspace.teacherdashboard.com, they see a Server Error. Our team is doing everything they can to resolve this issue as quickly as possible.

In the meantime, students or teachers experiencing this issue can access Workspace by adding "https://" to the beginning of the URL or use the below links:

https://workspace.teacherdashboard.com
https://mystudentdashboard.com

We will update this post as soon as the issue has been resolved. Please open a ticket at support.hapara.com or email us at support@hapara.com if you have any questions or further issues.

Best regards,
Hapara Support

Highlights Release Notes - February 8, 2016

Bug Fixes

Focused Browsing icon does not display after student logs out & in

Sometimes after a student logged out and logged back in, during a Focused Browsing session, Highlights did not display the Focused Browsing icon on the student panel (even though the student was focused). This issue has been resolved.

Extension prevents users accessing the Internet via proxy server

The Highlights extension was erroneously stopping a dialog popping up that asked the student for a username and password to log into a proxy server. This issue has been resolved.

Front end does not display tabs with blank urls

Unusually, some games open a new Chrome tab with no URL. An example is  Zuma Free Brain game. Highlights was not displaying these tabs in the Browser Tabs or Activity Viewer panes. Now, in the Browser Tabs pane,  Highlights shows the title of the Zuma page. And in the Activity Viewer pane, Highlights represents the URL with the text "blank".

Improvements

Added 150 & 180 minute Focused Browsing durations

The list of Focussed Browsing durations has been expanded

Highlights Release Notes - January 27, 2016

Bug Fixes

Adding or removing a student made Highlights unavailable for a few minutes

After a Teacher added or removed a student from a class via the Class Info page, they could not access Highlights for the next few minutes. This issue has been fixed.

Time on Snap email incorrect

The time shown on the Snap email sent by teachers was not obeying the school timezone. It is now.

Workspace Release Notes - January 25, 2016

Improvement and Bug Fixes

• Teachers and learners can now create new Google Docs / Sheets / Slides / Drawings from within a card in Workspace instead of needing to create these separately and then load them from Google Drive.

• When adding a Youtube or Vimeo link to a Goal/Resource/Rubric card the video itself will now be embedded and be able to be played in the Workspace.

• Updated French translations

• Previously students couldn't visit Hapara Workspace links that included their class code. They now can.

Dashboard Release Notes - January 11, 2016

Improvements

French Translations Improvements

The French translations on Hapara Dashboard User interface (text and captions) have been updated to include additional translations.  

Hapara Dashboard Admin Page Improvements

Simplified many of the technical error messages generated by Data Loader to make them more easier to understand and interpret.

Highlights Release Notes - January 15, 2016

Bug Fixes

Can't send Focused Browsing to Group from Activity Viewer or Snaps page

Teachers can now send Focused Browsing session to a Group from the Activity Viewer and Snaps pages.

Access to dictionary.reference.com blocked during Focused Browsing to dictionary.com

The website dictionary.com automatically redirects to dictionary.reference.com. When a teacher Focused Browses to dictionary.com the students should be allowed access to dictionary.reference.com. An issue meant Highlights was not handling this case. This issue has been fixed.

Sundry

Sundry small style improvements to the user interface of Highlights.

Improvements

Highlights displays pdfs opened in Chrome

A student can open a downloaded pdf in a Chrome tab. Highlights now displays the pdfs opened by students in Chrome in the Browser Tabs, Activity Viewer and Current Screens panes.

Focused Browsing "Restore tabs after Release" checkbox ticked by default

When a teacher opens the Focused Browsing panel, the "Restore tabs after Release" checkbox is now checked by default.