Parchment outage history

We're currently looking into an issue with multifactor verification emails from our email service provider not being sent to users logging in.

The issue has been identified and a fix is being implemented from the service provider. We will provide another update as soon as it becomes available.

We are continuing to work on a fix for this issue.

A fix has been implemented by the service and we're currently monitoring results.

This incident has been resolved.

Weather in Manila kept about a third of our support team out today, so we're shortening live support hours to 10 am–4 pm, ET, starting today through the end of the week. That applies to phones and to live chat: within those hours chat transfers to a human agent, and outside them it doesn't.

This incident has been resolved.

Today at 5:00 PM EDT there is a brief system update to improve our School Search on our Parchment.com website. While we don't expect it, you may experience a momentary interruption lasting just a few minutes.

This incident has been resolved.

We are currently investigating reports of the page spinning when you are trying to order a credential.

We are continuing to investigate reports from a small number of users experiencing loading issues when trying to order a credential. This issue is intermittent and does not affect all users or all orders.

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

We are continuing to monitor for any further issues.

This incident has been resolved.

We are currently investigating an issue where users are seeing an "Error: Failed to get orders" message when attempting to view their To Do Lists.

We are continuing to investigate this issue.

We are continuing to investigate this issue. Thank you for your patience while our team works towards a resolution.

The issue has been identified and a fix is being implemented.

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

This incident has been resolved.

Parchment Support will be closed on Friday in observance of Juneteenth. Standard support coverage will resume on Monday, June 22.

We are continuing to work on a fix for this issue.

This incident has been resolved.

We're currently investigating several issues affecting GED order processing: Orders with attached documents are not updating to an Available status. Orders for free documents that historically did not have a Document ID (DID) are now generating DIDs unexpectedly. Orders are entering a Pending status instead of progressing to Processing. We're actively working to identify the root cause and will provide updates as more information becomes available. We apologize for the disruption and appreciate your patience.

The issue has been identified and a fix is being implemented.

Order statuses were not updating properly. This issue has been resolved. We're continuing to work through any orders affected during the outage window.

This incident has been resolved. All impacted orders have been successfully sent.

We're currently investigating reports of recipients receiving a 404 error when attempting to download third-party PDFs issued from GED jurisdictions. We'll provide an update as soon as we have more information.

The issue has been identified and a fix is being implemented.

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

This incident has been resolved.

Our investigation is ongoing.  We'll share further updates as more information becomes available.

The issue has been identified and a fix is being implemented.

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

Our team is closely monitoring our system for any further issues.

We're investigating new reports of users having trouble accessing their Parchment Administrator accounts. We'll share an update as soon as we have more information.

We are continuing to investigate this issue.

After scaling infrastructure in our registration suite, and applying fixes in our user directory & our registration suite, we have mitigated the issue. The core issue appears to have been a bug in our user sync that was attempting to sync many times for a single user, which was effectively hammering our login infrastructure and causing the degraded service. We fixed the bug and now only sync once per user.

This incident has been resolved.

We're investigating reports of users unable to access the website. We'll share an update as soon as we have more information.

Our investigation is ongoing.  We'll share further updates as more information becomes available.

The issue has been identified and a fix is being implemented.

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

Our team is closely monitoring our system for any further issues.

We're investigating new reports of learners having trouble accessing their Parchment Learner accounts and website delays. We'll share an update as soon as we have more information.

We are continuing to investigate this issue.

After scaling infrastructure in our registration suite, and applying fixes in our user directory & our registration suite, we have mitigated the issue. The core issue appears to have been a bug in our user sync that was attempting to sync many times for a single user, which was effectively hammering our login infrastructure and causing the degraded service. We fixed the bug and now only sync once per user.

This incident has been resolved.

Notice: Learner Chat Currently Unavailable To ensure we can provide the best possible support during our current system updates, we have temporarily disabled our live chat feature. We are currently experiencing a high volume of inquiries regarding update enrollment failures and are working hard to resolve the issue. In the meantime, please reach out to us via a Support Ticket, and our team will get back to you as soon as possible. We appreciate your patience and look forward to bringing live chat back online soon.

ParchieBot is now live. Users can now visit parchment.com/chat-support to search help center articles, chat with an agent, or get answers from Parchie bot directly. This gives learners a faster way to find help without waiting in a queue.

We have identified an issue that causes the page to spin when you click the order tab in your account. This is an intermittent issue and you can attempt to place the order again.

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

This incident has been resolved.

We have identified an error that occurs when a learner updates their profile. This is caused by the format of the phone number. Please enter the phone number with the country code and no spaces or dashes, and this will allow you to complete the profile update (+15555555555 as an example).

A fix has been implemented and all formats of phone numbers are accepted.

We are currently investigating reports of errors when attempting to download documents manually in Parchment Receive.

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

This incident is resolved.

Our Engineering teams are currently working to identify and correct an issue that is causing delays in navigation for P6 and P7.

The issue has been identified and a fix is being implemented.

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

This incident has been resolved.

Our Engineering teams are currently working to identify and correct an issue that is causing delays in navigation for P6 and P7.

Login performance is slower than usual.

We are continuing to investigate this issue.

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

This incident has been resolved.

The issue has been identified and a fix is being implemented.

This incident has been resolved.

We will be undergoing scheduled maintenance during this time.

We are continuing to investigate this issue.

Maintenance has been completed.

We are investigating an issue where submitted orders are experiencing a delay in processing, we will provide more information as it becomes available.

This incident has been resolved.

We're currently investigating reports of longer loading times within the Parchment applications. We'll provide updates as soon as they become available.

We are continuing to investigate this issue.

This incident has been resolved.