50 Honorlock incidents · May 2020 — official updates, affected components, duration and resolution details.
We are investigating reports of disruptions to the proctoring service and 504 timeout errors. Exam takers may be unable to load, navigate, or resume their exam.
A fix has been implemented and we have received reports of improvements. We will continue to monitor the situation.
This incident has been resolved.
Honorlock is aware of the ongoing security incident affecting the Instructure (Canvas) platform. In response, all Canvas/Instructure integrations have been temporarily disabled to ensure the continued protection of all user data.
Canvas Service Restored: Steps to Re-enable Honorlock. To ensure your institution's data remains protected following the recent Instructure incident, we have proactively disabled some integrations as a security precaution. How to restore your service: To re-activate Honorlock, please refresh your Canvas API credentials and reach out to your Technical CSM or our Support team ([email protected]) to assist with restoring access. For official incident updates from Instructure, visit: instructure.com/incident_update
With account reactivation in the final stages, we are returning to normal status operations. How to restore your service: To re-activate Honorlock, please refresh your Canvas API credentials and reach out to your Technical CSM or our Support team ([email protected]) to assist with restoring access.
In continuation of last night's service outage, we have received reports of delayed or non-sending messages from the agent's end. Our third-party provider is aware and is investigating.
This incident has been resolved.
Our third party chat provider has identified the cause of the incident and are working to resolve the issue. In the meantime, support inquiries can be directed to [email protected] for immediate assistance.
We are starting to see improvements with our third party chat provider as agents are now able to receive chats. We will continue monitoring the situation for the time being.
We are continuing to monitor the incident as we have not received an update from our third party chat provider indicating the issue has been resolved. We encourage users unable to initiate a live chat to request assistance via email at [email protected]
Our third party chat provider has indicated improvements have been seen, which have been confirmed by our team. We will keep an eye out for further issues.
Blackboard has updated their status page to reflect the incident and more information can be found there: https://status.blackboard.com/
We have seen a reduction in support contacts on the Honorlock side, indicating a brief interruption in Blackboard service as they work through the incident.
We are closing out this incident as we have not received any additional reports of issues, but will continue to monitor the incident posted on Blackboards status page.
We are currently investigating reports of Blackboard Ultra users receiving a blank screen when attempting to begin an exam using Chrome v144
We have identified the root cause of the issue and are working on a solution.
A fix has been implemented and we are monitoring the results
This issue has been resolved.
AWS service outage: Sporadic issues regarding launching and starting exams are still ongoing. AWS has made several improvements and are working through processing the backlog of SQS messages in Lambda queues.
AWS has reported progress being made on restoring services in the US-EAST-1 Region
Additional improvements have been made, the AWS team continue to investigate and restore services.
AWS is applying mitigations to the remaining Availability Zones at which point they expect launch errors and network connectivity issues to subside.
Honorlock Services are fully operational, and we will continue to monitor the situation until AWS services are fully restored.
As of 3:11 am EST, Amazon Web Services reported increased error rates and latencies in the US-EAST-1 Region. These services prevented some exam takers from starting or continuing their exam, and access to their LMS was sporadically prevented. The majority of AWS services were restored at approximately 6:03 am EST, and they are currently monitoring the situation.
AWS has confirmed this issue has been resolved through their status page.
We have received reports of 504 gateway errors and our engineering team is currently invesitgating the cause.
We have identified the issue and have implemented a fix.
Our engineering team has confirmed that services have been restored; however, some users may still be impacted. A refresh/reload of the webpage or relaunching of proctoring should correct any current problems. Our engineering team will continue to monitor the situation for the time being.
This incident has been resolved. All services have been restored.
Our provider is currently monitoring the results of a fix they implemented. At this time, support agents are unable to receive chats and customers may experience difficulty initiating them. For now, assistance can be provided through [email protected].
Update: Our provider implemented another fix that has brought back some services, users should now be able to initiate chats and connect through to agents.
We are continuing to monitor for any further issues.
This incident has been resolved.
Our provider is aware and is currently investigating the issue. Customers may be unable to initiate support chats or connect with a live agent. Please submit a ticket via email to [email protected] for assistance.
Our provider has identified the issue and is working on implementing a fix.
Our third party provider is continuing to work on a solution.
A fix has been implemented and the results are being monitored by our third party provider. We have seen success with customers reaching support agents.
This incident has been resolved.
We are currently investigating reports of exam takers unable to start their exam. At this time, we would recommend users attempting to start a new exam try again at a later time. Exams that have already started will continue to be proctored. We are actively investigating and will update this post once more information is available.
We are continuing to investigate this issue.
The issue has been identified and we are implementing a fix.
A fix has been implemented, and we are seeing improvements in exam takers' ability to start assessments.
This incident has been resolved
Our chat provider is currently investigating an issue that is impacting our chat support availability. Due to this, we are unable to answer support chats at this time. We are working directly with our chat provider to resolve this issue as quickly as possible. If you need support assistance, please email [email protected] and we will address your issue once support functionality is restored.
A fix has been implemented and we are monitoring the results.
This incident has been resolved!
Our chat provider is currently investigating an issue that is impacting our chat support availability. Due to this, we are unable to answer support chats at this time. We are working directly with our chat provider to resolve this issue as quickly as possible. If you need support assistance, please email [email protected] and we will address your issue once support functionality is restored.
Our chat provider is currently investigating an issue that is impacting our chat support availability. The issue has been identified and a fix is currently being implemented. Due to this, we are unable to answer support chats at this time. We are working directly with our chat provider to resolve this issue as quickly as possible. If you need support assistance, please email [email protected] and we will address your issue once support functionality is restored.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We have received several reports of issues when attempting to make payments and are raising the issue with our third party provider. Support agents are available to help; however, their response may be delayed due to the high amount of volume generated from this issue. We appreciate your patience.
This incident has been resolved.
Instructure is aware and are currently investigating. Users may see a "This website is under heavy load" error message in Canvas when attempting to take an exam or navigate through Canvas.
Instructure has identified the problem and are working on a fix.
This incident has been resolved.
Our third party chat provider is aware of the issue and is currently investigating. Users may be unable to begin a chat or connect with an agent. Please direct all support inquiries to the following email address: [email protected]
The issue has been identified and a fix is being implemented.
A fix has been implemented. Our chat provider is monitoring the results. Agents have reported success receiving and responding to chats.
This incident has been resolved.
We’ve received reports that some users are having trouble installing the Honorlock Extension. This appears to be an issue with the Google Chrome store. We are closely monitoring the situation and will update our status page accordingly.
Google Chrome Store services appear to be restored. Users are now reporting success when attempting to install extensions.
This incident has been resolved.
Users may be unable to begin chats or connect to an agent. Our chat provider is aware of the issue and is currently investigating. Please submit all support inquiries to [email protected] for assistance in the meantime.
The issue has been identified and a fix is being implemented. Our support team is able to assist via [email protected].
A fix has been implemented and the results are being monitored. Agents are now able to receive chats.
We are continuing to monitor the results of the fix but have seen improvements.
This issue has been resolved.
We are currently investigating reports of exam takers being stuck on an Exam Paused screen or are unable to proceed past the ID Verification step.
We have identified the issue and implementing a solution now. Users may initially see a service disruption that can be restored by relaunching their camera to resume testing.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.