37 Soomo Learning incidents · January 2016 — official updates, affected components, duration and resolution details.
Soomo’s Messenger and Help Center provider is currently experiencing an outage. Users may not be be able to load the Soomo Messenger or our Help Center articles. We are monitoring this until the issue is resolved.
Intercom has implemented a fix and is currently monitoring for recovery.
This incident has been resolved.
Soomo’s Messenger is experiencing degraded performance. At this moment, users are able to send messages to us; however, our support team may be temporarily unable to respond. Alternatively we can be reached via phone at (888) 240-0314. We are monitoring this until the issue is resolved.
Soomo's Messenger provider experienced an outage between 9:07 a.m. - 9:47 a.m. ET. Users were able to send messages but may have experienced delayed responses during this time
A failure at an upstream service provider has caused site performance issues. Users of the Soomo platform may experience pages loading slowly.
We are continuing to monitor for any further issues.
This incident has been resolved.
Soomo’s Messenger and Help Center provider is experiencing degraded performance. Users may not be able to load the Soomo Messenger or our Help Center articles. We are monitoring this until the issue is resolved.
We are continuing to monitor for any further issues.
This incident has been resolved.
Soomo’s Messenger and Help Center provider experienced an outage between 2:49 a.m. - 5:49 a.m. ET. Users may not have been able to load the Soomo Messenger or our Help Center articles.
One of our hosting providers is experiencing degraded performance, and as a result, Soomo users may not be able to generate reports or make updates using the Due Date Manager. We are monitoring this until the issue is resolved.
We are continuing to monitor the situation.
This incident has been resolved.
Soomo’s Messenger and Help Center provider is experiencing degraded performance. Users may not be able to load the Soomo Messenger or our Help Center articles. We are monitoring this until the issue is resolved.
This incident has been resolved.
From 4:28 p.m. EST to 4:36 p.m. EST, network connectivity to our web platform was degraded. This resulted in users receiving browser errors when attempting to interact with our service. This has been resolved, and all services have returned to normal functionality.
From 1:43 p.m. EST to 2:06 p.m. EST, network connectivity to our web platform was degraded. This resulted in users receiving browser errors when attempting to interact with our service. This has been resolved, and all services have returned to normal functionality.
Soomo’s Messenger and Help Center provider, Intercom, started experiencing degraded performance at 11:00 a.m. ET. Intercom now shows that their services are recovering, but some users may not be able to load the Soomo Messenger or our Help Center articles. We will continue to monitor this until the issue is resolved.
Soomo’s Messenger and Help Center provider, Intercom, now shows that their services have completely recovered. We believe this incident is now concluded. Please reach out to our Support team at [email protected] if you experience any further issues.
Some users may have experienced issues connecting to their webtexts because of an issue with an upstream DNS provider that occurred today between 10:44 a.m. and 10:51 a.m. EST. The issue has been resolved.
Following increases in automated error reports and user-reported issues with paper downloading and LMS submission within webtexts, we determined that a service outage within the AWS us-east-1 region is impacting our users. Webtext users may experience failures when attempting to retrieve documents (DOCX, PPTX, or XLSX) from the features in webtexts which may be labeled as "Writing Templates," "Spreadsheet Templates," or other. Further, users attempting to submit their work to an LMS may also experience failures, because document generation is required prior to submission. We will monitor this situation and provide updates as we learn more.
AWS has reported that error rates are subsiding, though we are still observing document generation failures related to the issues in the us-east-1 region. We will continue to monitor.
AWS has indicated that the issues impacting our downloading & submission features have been resolved. Our own internal monitoring and investigation supports this claim. We believe this incident is now concluded. Please reach out to our support team at [email protected] if you experience any further issues downloading or submitting documents.
Our website, www.webtexts.com, is currently unavailable for some users. The cause of this unavailability appears to be instability with an upstream service provider. Service returned to normal by 5:29 p.m. EDT.
Our website, www.webtexts.com, is currently unavailable for some users. The cause of this unavailability appears to be instability with an upstream service provider. Service returned to normal by 6:18 a.m. EDT.
Our website, www.webtexts.com, is currently unavailable for some users. The cause of this unavailability appears to be a DNS issue that one of our service providers is experiencing. We will update this incident when we have more information about this outage.
This outage continues, with no expected time to resolve yet.
We have applied a workaround which may allow users to access www.webtexts.com. Please let us know if you are still experiencing issues connecting.
After deploying the workaround, we have not heard any further report of issues reported. Therefore, we will consider this issue resolved for our users.
Starting at 9:02 a.m. EDT, and lasting until 9:07 p.m. EDT, network connectivity to our web platform was degraded. This resulted in users receiving browser errors when attempting to interact with our service. The service provider responsible for this incident has indicated the underlying issue is resolved.
Starting at 1:35 p.m. EDT, and lasting until 1:42 p.m. EDT, network connectivity to our web platform was degraded. This resulted in users receiving browser errors when attempting to interact with our service. The service provider responsible for this incident has indicated the underlying issue is resolved.
Site availability is significantly reduced due to an ongoing issue with a hosting provider. We are investigating.
The hosting provider has identified an issue and is correcting it; site availability appears to have returned to normal.
We await our hosting provider's report of full recovery. Webtexts.com continues to function normally.
Our upstream service provider has reported the issue has been resolved, and all services continues to function normally.
A failure at an upstream service provider caused site availability issues. Users of the Soomo platform will have experienced pages loading slowly and pages failing to load.
On Sunday, July 25, from 10:39 p.m. EDT to 11:19 p.m. EDT, webtexts.com became significantly degraded due to an issue with our background job processing queues. During this time, students were unable to save and submit work in their webtexts, and all users encountered trouble loading webtexts. The issue has been resolved, and all Soomo products and services—including Analytics and grade delivery services—are operating normally at this time. Please email [email protected] with any questions.