34 Studentnet incidents · Ebrel 2020 — official updates, affected components, duration and resolution details.
We are currently investigating a performance issue being generated by a very large number of accesses.
Performance is returning to normal but further investigation and monitoring will be undertaken.
The incident has been resolved. Further investigations will be completed for longer term protection.
Our SMS gateway, SMS Broadcast, is reporting a technical issue leading to significant delay in the transmission of SMSs. This may affect users attempting to login using SMS as the 2nd factor in their MFA authentication.
SMS Broadcast have provided the following update... Update - We have identified an issue within the internal systems responsible for routing messages to downstream mobile network operators. Since approximately 14:30 AEST, messages within our platform have been intermittently becoming stuck in a router worker process, resulting in delays to outbound message delivery. While the issue is ongoing, small batches of queued messages are continuing to be processed and delivered approximately every few minutes. Customers may also observe duplicate message deliveries in some cases as a result of this issue. Our engineering teams are actively investigating the root cause and working to restore normal service as quickly as possible. Once the issue has been resolved, we expect queued messages to resume processing and be delivered automatically.
SMS Broadcast have provided the following update: Update - A fix has been implemented and messaging services have recovered. We have completed validation testing and confirmed message sending and delivery are functioning as expected. Our teams will continue to closely monitor platform performance to ensure stability. We are not currently observing any further issues related to this incident. Jun 26, 2026 - 03:26 AEST Monitoring - A fix has been implemented and we are monitoring the results. Jun 26, 2026 - 01:51 AEST Update - We are continuing to investigate this issue. We are actively working on restoring service through mitigation steps, including redirecting traffic to a stable alternative messaging setup. External support is also engaged and working in parallel on recovery efforts. We will provide further updates as progress is made or as new information becomes available. Jun 26, 2026 - 01:44 AEST Update - We are continuing to investigate this issue. We are actively working on restoring service through mitigation steps, including redirecting traffic to a stable alternative messaging setup. External support is also engaged and working in parallel on recovery efforts. We will provide further updates as progress is made or as new information becomes available. Jun 26, 2026 - 01:04 AEST Update - We are continuing to investigate this issue. We are working on high priority together with external resources to restore service. Further updates will follow as more information becomes available. Jun 25, 2026 - 23:53 AEST Update - We are continuing to investigate this issue. Jun 25, 2026 - 22:53 AEST Update - We are continuing to investigate this issue. Jun 25, 2026 - 22:17 AEST Update - We are continuing to investigate the issue. Our engineering teams are actively working to restore normal service as quickly as possible. Jun 25, 2026 - 21:44 AEST Update - We are continuing to investigate this issue. Jun 25, 2026 - 21:12 AEST Update - We are continuing to investigate an issue affecting outbound message delivery. As a precaution, new message submissions are currently paused while we stabilise the system. Our engineering teams are actively working to restore normal service. Further updates will follow as more information becomes available. Jun 25, 2026 - 20:36 AEST Update - Our investigation is ongoing, and we have not yet been able to definitively identify the root cause of the issue affecting outbound message delivery within the platform. To prevent further message backlog growth and reduce the risk of additional duplicate deliveries, we have implemented the following mitigation measures: Message submissions are being temporarily blocked and will return Failed responses. Message workers have been stopped to prevent further processing of impacted traffic. Queued messages are being redirected to a new queue for post-incident analysis and recovery efforts. Customers using SMPP may still be able to submit messages during this period. As a result, some message duplication may continue to occur until the incident is fully resolved. Our engineering teams remain actively engaged in identifying the root cause and restoring normal service. We will continue to provide updates as new information becomes available. Jun 25, 2026 - 19:52 AEST Update - We have identified an issue within the internal systems responsible for routing messages to downstream mobile network operators. Since approximately 14:30 AEST, messages within our platform have been intermittently becoming stuck in a router worker process, resulting in delays to outbound message delivery. While the issue is ongoing, small batches of queued messages are continuing to be processed and delivered approximately every few minutes. Customers may also observe duplicate message deliveries in some cases as a result of this issue. Our engineering teams are actively investigating the root cause and working to restore normal service as quickly as possible. Once the issue has been resolved, we expect queued messages to resume processing and be delivered automatically. We will provide further updates as more information becomes available. Jun 25, 2026 - 18:42 AEST Update - We are still investigating an issue impacting outbound message delivery and engaging additional resources to help restore normal service as quickly as possible. Further updates will be provided as more information becomes available. Jun 25, 2026 - 18:10 AEST Update - We are investigating an issue impacting outbound message delivery across all regions. Customers will experience delays in message processing and delivery, with message statuses remaining in "Enroute" for longer than expected. This issue is affecting outbound message sending across our platform. Our engineering teams are actively investigating the root cause and working to restore normal service as quickly as possible. We will provide further updates as more information becomes available. Jun 25, 2026 - 16:46 AEST Investigating - We are currently investigating an issue causing message delivery degradation. Customers may experience delays in message processing, with some message statuses remaining in "Enroute" for longer than expected. Our engineering teams are actively investigating the root cause and working to restore normal service as quickly as possible. We will provide further updates as more information becomes available. Jun 25, 2026 - 15:58 AEST
SMS message delivery appears to have been resolved. Messages are flowing through smoothly and promptly. We are closing this incident for now. If there is any further please contact us immediately on (02) 9281 1626. Thank you.
We are currently investigating an AWS outage that may affect a handful of schools. More information on the AWS incident is located here: https://health.aws.amazon.com/health/status
All of the monitoring canaries have returned to the OK state. So schools should no longer be affected at this stage. Please report any incidents to (02) 9281 1626
We are currently investigating an incident with SMS broadcast. All outbound SMSs are showing as being "enroute" meaning that they are being processed and will eventually be processed but there will be some form of delay.
We have identified this as being an issue at our SMS gateway SMS Broadcast. They have acknowledged the problem on their status page located at: https://smsbroadcast.statuspage.io/
Further information about the SMS delivery issue... Telstra has confirmed the issue on their end and they are currently working to resolve it. SMS delivery and sending may continue to be impacted. Some SMS messages are being delivered but the majority are "Enroute"
Studentnet is starting to see the successful delivery of outbound SMS text messages but we have yet to receive confirmation from either SMS Broadcast or Telstra that the issue has been resolved.
The incident has been reolved. We will be requirng further information from our gateway. Please report any further issues to (02) 9281 1626.
We are receiving alerts from Sendgrid that some Microsoft mail receiver servers are rate limiting are attempts to send mail to them. We have commenced a process with Microsoft to lift the rate limit being applied to us. This is only affecting non-commercial Microsoft email addresses and only affecting Microsoft email addresses(eg hotmail.com, live.com, msn.com and outlook.com). Non-commercial Microsoft mail servers are the smallest category of mail servers receiving our email traffic. Microsoft 365 mail servers are unaffected as are all other mail services(gmail etc). We estimate that this is affecting about 10% of our mail delivery sends.
We are continuing to investigate this issue.
This incident has been resolved.
Studentnet is aware of a login issue affecting schools using the Edumate SIS. The cause appears to be related due to an upgrade distributed by Edumate. Any school experiencing this issue is advised to log a ticket with Edumate by either: - sending an email to [email protected] or - calling them on 1300 309 931. All Studentnet systems are operational and fully functional. Studentnet is liaising directly with Edumate.
Configuration change has now been completed for new Edumate communication protocol.
We are investigating a back end performance issue affecting login spead and failed login attempts.
Corrective action has been taken. This appears to have alleviated the immediate issue. Further investigation is underway for a permanent solution. Please report any failed logins to (02) 9281 1626.
Immediate incident has been resolved. Longer term investigation is underway to avert any future occurrence. A PIR will be issued upon completion of investigation. Please report any login problems immediately to (02) 9281 1626.
AWS have reported "an issue that impacts the availability of some EC2 instances in the ap-southeast-2 Region". This issue may have temporary impact on the responsiveness of some Studentnet services.
AWS have advised that their issue has been resolved: "Between Wed, 23 Jul 2025 03:11:09 GMT and Wed, 23 Jul 2025 04:20:00 GMT, a subset of EC2 instances were unavailable in the ap-southeast-2 Region. The issue has been resolved and the service is operating normally. "
AWS outage affecting ECS in the whole of the Sydney region
AWS services are beginning to come back online. We're waiting on final confirmation that all service is fully restored.
Services are still being affected - awaiting update.
AWS Health Service update: "We continue to see increased API error rates in the ap-southeast-2 Region. The issue is impacting one of the three cells for ECS in the region. Engineers are actively engaged and working to resolve the issue. We will provide additional updates as we have them available."
Services have stabilised. Formal notification from AWS is still pending so the issue is still being monitored by our team. Upon formal notification from AWS the issue will be marked as resolved and a PIR will be forthcoming.
As of midnight 25/10, AWS has marked the issue as resolved. Services have been stable for over 4 hours. Follow up is now being sought from AWS as to cause, and preventative measures to ensure no recurrence. Studentnet PIR will follow and will be attached to this incident and will be available from this status page.
Currently invetsigating this issue. Update to be provided shortly
Issue has been resolved. A PIR will be issued with the details later today.
Studentnet apologises for this morning’s failure to send 2nd factor authentication notifications via the Cloudwork generic authenticator app. The root cause of this incident was a failure in our system for monitoring the certifications of one of our app environment providers, in this case Apple for iOS apps. This failure then had down stream consequences that affected all users of the Cloudwork generic app regardless of environment. The details can be found below. **Root Causes** * Studentnet has a management system to maintain and monitor the status of perishable assets. These assets include: * certificates * domain names * security credentials * skill credentials * licences etc * Studentnet’s management system sends reminders to relevant personnel at 30, 14, 7 days and 1 day intervals prior to a perishable asset expiring. * The Apple play store certificate for the Cloudwork generic authenticator iOS app is such a perishable asset. It was last renewed in September 2023. * No entry for either the creation of the asset or its renewal in September 2023 was created in the Studentnet management system. * Renewal notices for the expiring certificate were not generated and sent to personnel. * The Apple play store certificate for the Cloudwork generic authenticator iOS app expired over the weekend of September 7&8, 2024. * Upon expiry, any MFA request involving an iOS device failed to generate a 2nd factor notification stopping successful login by the user. * The repeated failed iOS notification attempts backed up in the Cloudwork processing queues ultimately blocking successful sending of all notification regardless of processing environment. This meant that Android users also commenced to fail to receive notifications. **Remediation Taken** * The certificate for the Cloudwork generic authenticator app was renewed with Apple Push Notification Services * The Cloudwork instances for affected schools were redeployed to utilise the renewed certificate * An entry for the Apple play store Cloudwork iOS certificate was created in the Studentnet asset management system * All schools were inspected to ensure: 1. the expiry dates for relevant assets were accurate 2. entries for all app certificates existed in the Studentnet management system * All schools were contacted advising of redeploys * Schools were reminded that any emergency outage such as this should immediately be notified to Studentnet even over the weekend. **Safeguards Taken** * All Studentnet staff are receiving refreshed training on: * how certificates are used within app processing environments * how to create and maintain entries in the Studentnet management system * An audit of all certificates used within Studentnet will be undertaken * More stringent, and thorough, certificate management workflows are being internally documented and enforced with regular diligence inspections **Logging an out of hours support call with Studentnet** * Some schools reported issues with logging out o hours calls with Studentnet at 8am on Monday 9/9/24 * Studentnet has moved to a new phone system necessitating further adjustment in the manner in which out of hours phone calls are handled * Studentnet business hours will be adjusted to 8am to 5pm Monday to Friday
Facebook are updating their integration requirements and have requested further information regarding the Cloudwork authentication workflow. Discussions and negotiations are underway to resolve inconsistencies. The Cloudwork service is fully operational. Facebook may not accept authentications during this period.
We are continuing to investigate this issue.
Facebook have gained a more complete understanding of our workflow and have approved its use.
Our external phone numbers (02) 9281 3905 & (02) 9281 1626 are being upgraded. Phone calls to these 2 numbers will fail until completed. In the meantime please call (02) 8414 1094 to be connected to one of our staff who can then direct your call appropriately.
Both (02) 92811626 & (02) 9181 3905 are both operational again.
We are currently observing delivery issues towards Optus - Australia wide. Incident Start Time: 2023-11-08 04:01 AEDT Our team has already raised requests with Optus for more information on the outage and will update this page as soon as we receive an update from Optus.
Optus are advising that their network is operational again. Please report any issues directly to Optus but also advise us.
Optus network appears tb fully operational once again.
We are aware of an issue with SMS broadcast delivery service affecting the delivery of MFA codes via SMS. MFA via authenticator apps is not affected.
MFA SMS facility is now operational again. Follow up will be made with the SMS Broadcast service to find out the cause of the issue.
Investigating about 1 in 5 outbound SMS messages primarily to Optus mobiles are failing to be delivered.
Issue has been identified as a problem with Vodafone. Our sms carrier has advised has been rectified. We will monitor until we are confidant that texts are once again working successfully.
Still receiving reports of problems.
Issue reported as being with Optus mobile phones requiring a fix at Optus end. Fix appears to have been applied.
This incident has been resolved.
Some schools are experiencing an issue whereby the login page is presented but the authetication does not complete.
This incident has been resolved.
The issue has been identified and a fix is being implemented
A fix has been implemented and we are monitoring results.
We are continuing to monitor for any further issues.
All school instances and syncing services should now be operational. Please advise Studentnet of any issues via email to [email protected] or via web by visiting support.studentnet.net
We are investigating a load issue affecting access to our systems at the moment.
Affected systems have been resolved but we are continuing to monitor actual experience.
This incident has been resolved.
Major routing issue stopping access to all Studentnet services
The incident has been identified as a routing problem in our upstream access provider.
We are continuing to work on a fix for this issue.
Our upstream provider has re-established routing at their Globalswitch PoP. All services should now be operational again.
Hello IT Admins, As part of good security practice, many IT admins are upgrading their Windows networks to support TLS 1.2 and deprecating the use of TLS 1.0 and 1.1. This upgrade can affect the processing of Studentnet's Cloudwork Identity Node(CwIN) located on your school premises. Studentnet started observing CwIN operating issues yesterday(20/10/21) morning. The symptoms are that Cloudwork's on premises provisioning of accounts from your management system to your AD appears to fail to complete. Studentnet is issuing this advisory to inform you of the issue. There are a variety of solutions depending upon the upgrade status of your various Windows components. We'd like to discuss the options with you prior to implementing the most appropriate solution for your school. If you experience any difficulty with completion of your account provisioning we request you to please log a ticket on our help portal(here: support.studentnet.net) or by sending an email to [email protected]. More information on the impact of upgrading to TLS 1.2 on a Windows network is available here: Regards, The Studentnet Team PS: Remember to join our LinkedIn Group