Historique des pannes de Ww Norton And Company

We are investigating an intermittent issue where digital products are not appearing in the customer dashboard. We will post updates here. If you are experiencing this issue, please contact support.wwnorton.com/request for help.

This issue has been resolved. If you experience any further issue accessing your digital products, please contact support.wwnorton.com/request.

Users may encounter a 504 server error or an “Ongoing Server Maintenance” message when accessing support help notes on the W. W. Norton knowledge base (end-user help documentation). This knowledge base is provided by a third-party service - KnowledgeOwl. Updates regarding this issue can be found on KnowledgeOwl's incident page: https://knowledgeowl.statuspage.io/incidents/wntc2335l2j4. We will also continue to post updates here as new information becomes available.

The fix is holding and this incident is now resolved.

We are investigating an issue with missing links from the wwnorton.com book pages to the digital resource pages. There is no impact to customers' ability to log in, use, or purchase digital resources and courseware.

The links on wwnorton.com are restored and working as usual.

We're currently investigating received reports from students regarding two specific issues affecting their assignments: Some multiple choice questions aren't displaying the all the available answer choices on the student player.   We've identified that this issue affects multiple choice questions where the an option to scramble all the multiple choice answers was selected within the question editor. Questions that contain algo values are displaying incorrectly and will affect the student's ability to complete a question if the answer is dependent on it. Our engineering teams are actively investigating these urgent issues and we hope to share more information soon.  We apologize for any inconvenience these issues may cause and are working as fast as possible to remedy them.

This incident has now been resolved. Students who encountered this issue while they were working on an assignment should refresh that assignment to continue. We appreciate your patience as we resolved this issue.

We are currently investigating an issue where search and catalog browsing are not working on wwnorton.com. We will post updates here. Should you need help in the meantime, please contact us via support.wwnorton.com/request

Search and catalog functions are working on wwnorton.com. Our team will continue to monitor this, but if you encounter any issues searching or browsing on wwnorton.com, please contact us via support.wwnorton.com/request

We are currently investigating an issue where exam and desk copy requests on wwnorton.com are not going through. Please hold your requests until we resolve this issue and post an update here. If you have questions, please contact the Support Team at https://support.wwnorton.com/request

This issue is now resolved. If you still unable to submit an exam or desk copy request, please contact the Support Team at: https://support.wwnorton.com/request

We are investigating reports of videos and animations not loading from select digital product pages. We will provide additional updates here as we identify and resolve the issue.

This incident has been resolved.

We are currently investigating an issue with account password-reset confirmation emails. If you are experiencing this issue, please create a ticket via support.wwnorton.com/request so we can assist when the problem is resolved, or continue to monitor this status notice for updates.

This issue is resolved. If you experience any issue resetting your password now, please contact Support at support.wwnorton.com/request

We are currently investigating an issue where navigation categories are not appearing properly in the wwnorton.com catalog. To find the book or product you are looking for, please use the search bar. If you have questions, please contact Support at support.wwnorton.com/request

This issue has been resolved. If you experience any additional issues navigating the website catalog, please contact Support at support.wwnorton.com/request

We have received reports of some users' ebooks loading in "demo mode" with limited access to chapters, despite having purchased full access. In a majority of cases, the problem can be resolved by clearing the browser cache. Instructions for specific browsers are available at https://knowledgebase.wwnorton.com/help/clearing-cache If you experience this problem and clearing cache does not resolve it, please open a ticket with Norton's support team at https://support.wwnorton.com/request Our support and engineering teams are actively investigating a root cause and will provide updates via this channel.

This incident has been resolved.

Smartwork is encountering a sporadic connection issue which may impact instructors and students. Users may see an error message pop up or experience loading issues. Our team is investigating this issue.

This incident has been resolved.

We are investigating errors with Microsoft Word and LMS file exports from Norton Testmaker. If you experience this problem and need assistance, please contact our support team at https://support.wwnorton.com/request

We have implemented a fix that unblocks Microsoft Word and LMS file exports in Norton Testmaker. We are monitoring the fix for stability over the next hour. If you continue to experience this problem and need assistance, please contact our support team at https://support.wwnorton.com/request

This incident has been resolved.

There is a widespread Amazon AWS outage causing disruptions to many of our partners. While Norton products and services have not been directly impacted, users accessing our platform through an LMS or other vendor partner might experience intermittent access issues due to the impact of the AWS outage on those platforms. You can track updates to the Amazon AWS outage on their Status page here: https://health.aws.amazon.com/health/status

The Amazon AWS issue has been resolved.

We are currently investigating an issue where instructor resource pages are not loading properly on wwnorton.com. Customers are unable to load the pages to access their resources. Please subscribe to this page for further updates. If you have additional questions, please contact our support team at support.wwnorton.com/request

This issue was resolved at 10am Eastern. If you encounter any further issue accessing instructor resources, please contact our support team at support.wwnorton.com/request

We are currently investigating an intermittent issue where book covers and other metadata are not displaying properly in the wwnorton.com catalog and search results. You should not encounter any issue clicking on the book or purchasing it during this time. If you need assistance, please contact our support team at support.wwnorton.com/request

We are continuing to investigate this intermittent issue. We'll post another update as soon as we identify the root cause. If you need assistance, please contact our support team at support.wwnorton.com/request

This intermittent issue has been resolved. We will continue to monitor the wwnorton.com catalog and will provide updates here if required. If you need assistance, please contact our support team at support.wwnorton.com/request

We are receiving reports that some students are experiencing difficulties in loading Smartwork. We are working on a fix for this issue, but any impacted users should clear their cache which will resolve the issue and allow Smartwork to load as normal. We apologize for the inconvenience.

This incident has been resolved.

We are investigating reports of credit card purchase errors. Please subscribe to this page for updates. If you need assistance in the meantime, please contact our support team at support.wwnorton.com/request

We have implemented a fix to resolve earlier problems with credit card purchases and are monitoring our systems for stability. Access to previously purchased products has not been impacted. If a previous purchase attempt failed, please retry. If you continue to experience problems completing a purchase, please contact our support team via support.wwnorton.com/request

This incident has been resolved. If you need additional help, please contact us via support.wwnorton.com/request

Purchasing of digital products is temporarily unavailable for Canadian customers as our Canadian distribution partner investigates an issue. We will continue to monitor the situation and provide updates on progress here. Access for existing customers in not impacted. If you need help as the team works to resolve this, please contact us via support.wwnorton.com/request.

Purchasing of digital products has been restored for Canadian customers. If you experience any further purchasing issues, please contact us via support.wwnorton.com/request.

We have identified an issue with wwnorton.com where the search and catalog view are not working. Our team is working on the resolution and we will post updates here. Should you need help in the meantime, please contact us via support.wwnorton.com/request

We identified the root cause of the issue and are working to fully resolve it. In the meantime, search and catalog functions are working well, though you may experience intermittent issues. Please refresh your page or try a search again if you encounter an issue.

This issue is now resolved. If you encounter any issues searching or browsing on wwnorton.com, please contact us via support.wwnorton.com/request

We are currently investigating reports of Norton Digital Landing Page loading issues. We will provide more updates as they become available.

We have identified and implemented a fix for the loading issue. We will monitor the fix and provide an update when our validation is complete. If you continue to experience any issues please let us know at support.wwnorton.com

This incident has been resolved. If you have any remaining questions or issues please contact us at support.wwnorton.com