Incident with loading Admin Center and Course Catalog Web parts.

Incident Report for ZENSAI

Postmortem

In general the incident affected about 15 tenants.

Root Cause: The occurrence of the incident was a result of recent modifications in the system configuration.
Our Team determined that the problem arose because multiple clients maintain unique local settings, such as VPNs and other specific configurations.

Resolution: We rolled the changes back and it fixed the issue.

Remediation items: Moving forward, we will consider the possibility that individual client settings could potentially impact the functionality of our platform.

We sincerely apologize for any inconvenience this incident may have caused. We remain committed to improving our systems and processes to provide a more reliable and efficient service.

Posted Apr 24, 2024 - 10:42 CEST

Resolved

After monitoring the situation, we are pleased to confirm that the incident has been resolved.

Further details will be provided in the incident postmortem, which will be posted shortly.

We apologize for any inconvenience caused by this incident and appreciate your understanding.

Posted Apr 23, 2024 - 18:58 CEST

Monitoring

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

If you observe any issues, please contact our support team as soon as possible, so we can continue working to fully resolve the problem with web parts loading.

Posted Apr 22, 2024 - 21:36 CEST

Update

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

Posted Apr 22, 2024 - 18:26 CEST

Update

Recommendations while we are working on a solution:

Affected users, who are experiencing difficulties accessing various pages containing Learn365 (LMS365) web parts and the Learn365 (LMS365) Admin Center, are encouraged to disconnect from VPNs, work networks, or not to use the proxy servers if possible.

Also, we recommend trying to access learning content using a device that is not connected to the same network as the affected device.

Posted Apr 22, 2024 - 17:30 CEST

Identified

Our Team has found the main source of the problem and is diligently working on its resolution.

Ensuring prompt updates as we advance towards solving the issue is our commitment. We are treating this incident with utmost priority and wholeheartedly apologize for any potential inconvenience that might arise from this situation. Kindly keep an eye out for further updates.

We appreciate your understanding and patience during this time.

Posted Apr 22, 2024 - 16:36 CEST

Investigating

Dear Clients,

There is currently an issue with the display and loading of the Admin Center and Course Catalog Web parts.

We apologize for any inconvenience you may have experienced.

We understand how important these services are to your learning management needs and appreciate your patience during this incident.

We are working to determine the cause of this issue and will let you know as soon as we know more.

If you have any additional concerns or questions, please do not hesitate to contact our support team.

Posted Apr 22, 2024 - 14:08 CEST

This incident affected: LMS365 North Europe, LMS365 United States, LMS365 Japan, LMS365 Australia, LMS365 Canada, LMS365 United Kingdom, LMS365 Germany, and LMS365 Switzerland.