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