Go Guardian outage history

Since about 11:32 AM ET on October 22, some Smart Alerts reports have been slow to process, and some may not have been delivered. We've found the cause, and we're putting a fix in place now. Some reports submitted during this time may have been lost. We'll post another update within an hour or as soon as we know more.

We implemented a fix to resolve issues with Smart Alerts reports in GoGuardian Admin, and service has been restored for most customers. We will continue to monitor performance to ensure full functionality. We apologize for any trouble caused by this issue.

We have resolved the issue causing delayed reports on Smart Alerts, which users may have experienced between 11:32 AM ET and 1:50 PM ET. Service has been fully restored. We apologize for any trouble caused by this issue.

As of approximately 11:29 AM PDT, we have seen an increase in reports of delayed and/or failed resolution times within GoGuardian Admin DNS Filtering. Our team is currently working to resolve this issue and will keep you updated as we implement a fix. We sincerely apologize for any inconvenience.

Functionality has been restored for affected users as of approximately 2:00 PM PDT. After the September 8 incident, we increased compute on the existing DNS servers. Today's issue showed we also needed much more network capacity to handle peak query volume. We added capacity to restore service. We have since moved the DNS edge onto larger, network-optimized infrastructure. We are actively monitoring GoGuardian Admin DNS Filtering. We sincerely apologize for the disruption.

After the resolution released yesterday, we have monitored our DNS traffic, our systematic monitoring tools and our Customer Support channels to identify any issues and we are confident that the resolution was successful. However, a handful of districts have reached out with lingering issues due to old requests remaining in the DNS cache. If you experience any issues like this, we wanted to provide the troubleshooting steps. Please see the steps below. To force your device to fetch updated network routes immediately, we recommend performing the quick DNS reset steps below. 1) Restart your web browser or test the site in an Incognito / Private window. 2) Flush your local DNS cache: a)Windows: Open Command Prompt, type 'ipconfig /flushdns', and press Enter. b) Mac: Open Terminal, type 'sudo dscacheutil -flushcache', and press Enter. c) If using Chrome: Paste 'chrome://net-internals/#dns' into your address bar and click 'Clear host cache'. Alternatively, if you are seeing this issue across multiple endpoints on the same network, your local recursive resolvers, firewalls, or edge gateways may be caching the stale record. To fix: 1) Please flush your local DNS server caches (e.g., Clear-DnsServerCache in PowerShell or rndc flush for BIND) 2) Restart any network hardware acting as a DNS proxy, or 3) Temporarily forward upstream queries to public resolvers (1.1.1.1 or 8.8.8.8) to bypass lingering ISP-level cache. We greatly apologize for the significant inconvenience and greatly appreciate the patience of those impacted. Feel free to reach out to Customer Support with any additional issues at https://docs.goguardian.com/welcome.

As of approximately 12:00 PM PDT, we have seen an increase in reports of delayed and/or failed resolution time within GoGuardian Admin DNS Filtering. Our team is currently working to resolve this issue and will keep you updated as we implement a fix. We sincerely apologize for any inconvenience.

We are continuing to investigate this issue.

Functionality has been restored for affected users. We are actively monitoring the GoGuardian Admin DNS Filtering service and continuing to investigate the root cause of the issue.

This incident has been resolved. Impact: Between approximately 12:00 PM and 2:10 PM PDT on September 8, a subset of GoGuardian Admin DNS Filtering users experienced delayed or failed DNS resolution. Current status: Service returned to normal at approximately 2:10 PM PDT on September 8, and we have observed stability since that time. What we've done: To help prevent this from happening again, our engineering teams have updated the DNS Filtering service infrastructure to better handle unexpected increases in request activity. What's next: Our team is continuing to make improvements to the performance of the DNS Filtering system, and we are keeping a close watch on the service in the meantime. We sincerely apologize for the disruption this caused.

We are currently investigating this issue.

Some students are appearing as "Student Offline" or "Device Unavailable" in Live Sessions due to a backend service outage, starting at approximately 7:40 am PST. We are currently investigating the issue and working towards a fix. We will keep you updated here with additional details. We sincerely apologize for any inconvenience.

Functionality has been restored for affected users. We are continuing to investigate the issue and implement fixes to improve performance. We will closely monitor the feature through tomorrow to ensure continued stability.

The service disruption has been fully resolved. System performance has returned to normal, and all services should now be functioning as expected. Thank you for your patience, and we apologize for any inconvenience caused.

We are currently investigating this issue.

We are continuing to investigate this issue.

This incident has been resolved.

We are currently investigating a potential bug within GoGuardian Theft Recovery. We are receiving intermittent reports of the authentication page creating a loop making it temporarily inaccessible. We will provide updates as we learn more from our investigation.

The issue with GoGuardian Theft Recovery has been fully resolved.

We are aware of an issue where some customers are not receiving Beacon’s after-school hours email summaries as expected. This issue is only impacting a subset of users, and all other Beacon features are fully functional. Our team is actively investigating, and we will provide updates here as we learn more. We sincerely apologize for any inconvenience.

We're continuing our investigation into after-school hours email summaries failing to be delivered to some customers. We will continue to update as we identify and resolve the issue.

We've identified a potential cause and are working to deploy a fix that will restore sending Beacon's after-school hours email summaries to all customers who opted into them.

A fix has been implemented to restore Beacon’s after-school hours email summaries for all customers. We will continue to monitor through tomorrow morning to ensure that all emails are sent.

We have resolved an issue which caused Beacon After School Hours Email Summaries to not send to all customers. After monitoring the email send for this morning we expect the emails should now work as expected. We will continue to monitor in the coming week to verify that the email send is reliable. Thank you for your patience and we apologize for any inconvenience caused by this issue

We are currently investigating reports of an issue within GoGuardian's Admin product that is causing the user interface to return a 500 error or to show policies as if they are "blank." We have confirmed that this is only an issue with the display; ALL policies are still actively functioning and filtering as expected. We will keep this page up-to-date as we learn more. We apologize for any inconvenience.

We have identified and fixed the bug that was causing our GoGuardian Admin product to display as if policies were "blank" and/or to show an error 500. This fix has been released and we will continue monitoring for any further concerns. However, we have confidence that this issue has been fully resolved. We greatly apologize for the inconvenience.

The issue with GoGuardian Admin is fully resolved. All applications are fully functioning. Thank you.

As of approximately 7:39am pacific we have noticed that the Product Selector may be missing from Organization Management. Our team is currently investigating the issue. We sincerely apologize for any inconvenience.

We are continuing to investigate this issue.

We have fully resolved an issue with Organization Management If you are still experiencing trouble, please reach out to our support team. Thank you for your patience.

As of approximately 12:38pm ET, we have seen some increase in latency for Admin DNS Filtering. Our team is currently working to resolve this issue and will keep you updated as we implement a fix. We sincerely apologize for any inconvenience.

This incident has been resolved and the GGDNS Filtering should be fully operational. Sorry for the inconvenience.

It looks like users are experiencing trouble with locking/unlocking devices and opening/closing tabs within GoGuardian Teacher, starting at approximately 8:30 AM Pacific Time. We are currently investigating the issue and working towards a fix. We will keep you updated with additional details. We sincerely apologize for any inconvenience.

A fix has been implemented and we are monitoring the results.

We have resolved the issue that resulted in trouble with locking/unlocking devices and opening/closing tabs within GoGuardian Teacher. These commands should now work as expected. Thank you for your patience and we apologize for any inconvenience caused by this issue.

It looks like some users are experiencing trouble starting classroom sessions within GoGuardian Teacher, starting at approximately 1PM Pacific Time. We are currently investigating the issue and working towards a fix. We will keep you updated with additional details. We sincerely apologize for any inconvenience.

We have resolved the issue that resulted in increased reports of degraded performance when starting classroom sessions in GoGuardian Teacher. Your sessions should now work as expected. Thank you for your patience and we apologize for any inconvenience caused by this issue.

We are aware of an issue preventing some users from logging in to GoGuardian Teacher as of approximately 12:45pm PT. We have identified a potential cause and are working to resolve it as soon as possible.

We have deployed a fix for the issue of some users being unable to log in to GoGuardian Teacher and are monitoring recovery.

This issue has been resolved.

We are currently monitoring a reported issue affecting Google Chromebooks, where users are experiencing login difficulties. This issue is impacting both staff and students using Chromebooks. Our teams are actively monitoring the situation. We’ll provide updates as more information becomes available. Google Outage Page https://downdetector.com/status/google/

We are continuing to investigate this issue.

Update: Google has indicated that the incident affecting Chromebook logins has been fully resolved. https://support.cloud.google.com/portal/system-status?product=WORKSPACE Thank you for your patience and understanding.

We are currently experiencing a slight delay in our service. Student online activity is being captured, however the processing of alert cards may be delayed. Please be assured that our team is working hard to resolve the issue. We apologize for any inconvenience this may cause.

This issue has been resolved.

We are currently investigating an issue causing GoGuardian Fleet syncs to not function as expected. Syncs may be running for over 24 hours without completion. We sincerely apologize for any trouble caused by this issue.

We have identified an issue with an upstream third-party service provider whose apis are currently experiencing high latency. This high latency is causing higher than normal GoGuardian Fleet sync times. We are in contact with our third-party service provider who is working to improve latency, and will continue to share status updates on this issue as they become available. We appreciate your patience and apologize for any trouble caused by this issue.

Fleet sync latency has improved and we’re continuing to closely monitor latency while working with our third-party service provider. We will continue to provide updates as they become available.

GoGuardian Fleet latency has improved significantly and jobs are processing as expected. We are continuing to monitor latency, but are confident this issue has been resolved. Thanks for your patience while we worked to resolve this issue and we apologize for any trouble caused by this issue.

This incident has been resolved.

We have resolved an issue with GoGuardian App-based deployments for GoGuardian Admin, GoGuardian Teacher, and GoGuardian Beacon, in which users may have experienced trouble with monitoring student devices and data between approximately 4:30pm ET and 6pm ET. If you are still experiencing trouble, please reach out to our support team using the form available here: https://support.goguardian.com/s/contactsupport. Thank you for your patience, and we apologize for any inconvenience caused by this downtime.

Some users may experience trouble connecting to GoGuardian Teacher, starting at approximately 2:00 PM Pacific Time. We are currently investigating the issue and working towards a resolution. We will keep you updated here with additional details. We sincerely apologize for any inconvenience.

We have implemented a fix to resolve issues related to loading the GoGuardian Teacher dashboard and service has been restored. We will continue to monitor performance to ensure full functionality. We apologize for any trouble caused by this issue.

We have resolved the issue causing trouble when connecting to the GoGuardian Teacher dashboard, which users may have experienced between 2:00 and 2:15 Pacific Time. Service has been fully restored. We apologize for any trouble caused by this issue.

We are currently investigating an issue preventing GoGuardian Fleet from working as expected. Access to view and edit newly synced devices may be currently unavailable. Our teams working to resolve this issue and we will keep you updated here with the latest information. We sincerely apologize for any inconvenience.

We have fully resolved an issue with GoGuardian Fleet in which users may have experienced the inability to view and edit newly synced devices. If you are still experiencing trouble, please reach out to our support team by responding to this message and sharing details of devices which may still be missing. Thank you for your patience while we worked to resolve this issue.

Beacon SMS/text messages are currently not being received in some instances. We are working with carriers to resolve the issue. Please note that email notifications are still working as expected.

We are in ongoing communication with our service providers to resolve the issue regarding GoGuardian Beacon SMS/text messages not being received for some customers. As a reminder, email notifications are still working as expected. Thank you for your patience.

Update for GoGuardian Beacon SMS/text messages not being received for some customers and carriers - service has been restored for a majority of our customers. We will continue to monitor performance to ensure full functionality. Thank you for your patience.

GoGuardian Beacon SMS/text message alert notifications have been fully restored and monitoring has now concluded.