Stay updated with ongoing incidents by following this page.
14th January 2026 - Unexpected Errors on Census Super Summary
When loading the Super Summary for the first time, you may be presented with errors for archived pupils. This is a visual error and is resolved by refreshing the page, the reloaded Super Summary will then display correctly.
ONGOING
Phone and Live Chat Support Unavailable on 26th and 27th June
Due to staff training, phone and live chat support for Horizons will be unavailable on 26th and 27th June. Email support will remain available, however response times maybe delayed. Thank you for your understanding.
15th May 2025 - Unexpected pupils on census and help button not working
We are aware of an issue with the census super summary displaying children that are not actively but are archived at the school, please note that refreshing the page will clear these errors and fix it and allow you to submit the census normally.
We are also aware that the help desk URL is not currently working, please use the following link to access our help desk.
https://help.junipereducation.org/hc/en-gb
29th May 2025 - Resolved
The Help link is now working again and directing to the Help Centre as expected.
RESOLVED
19th December 2024 - Email queueing and special characters
We are aware of an issue that during peak times in some special cases emails may take longer than usual to send out with a queue time up to 30 minutes. We are working on this and hope to have is resolved soon. If this is taking over 30 minutes, please do contact us and we will look further into this for you.
30th January 2025
At 5pm Horizons will be going down for a brief maintenance period in order to resolve the on-going issue in relation to special characters, we will update this page as soon as this has been finished.
4th February 2025
We are happy to announce that the ongoing issue in relation to special characters and email queueing should now be resolved. If you require any further assistance in relation to this, please do let us know.
RESOLVED
11th October 2024 - Horizons slow to load/unresponsive in the morning
We are aware of an issue where the site is slow or unresponsive on a morning, between 09:00 - 09:30. We understand the impact of this issue for schools, as the slow site performance is occurring during key registration time.
Site performance before 09:00 and after 09:30 appears to be functioning normally, with load times at the level we would expect.
Our infrastructure and development teams are currently investigating this issue and working towards a solution. We will provide further updates as soon as possible. We apologise for the inconvenience this ongoing issue maybe causing.
13th October 2024: 17:30
Our infrastructure team have deployed some updates to the Horizon system, that should address the site performance issues. The infrastructure team will be monitoring morning performance closely on Horizons.
15th October 2024: 11:00 - Resolved
Our infrastructure team have been monitoring performance on Horizons since the updates were deployed on 13/11/24 and indicators are that performance has improved. The updates have had the intended impact, with Horizons not slowing or becoming unresponsive, even during peak registration times.
We will continue to monitor the system performance closely and make any adjustments as required. We apologise for the inconvenience this issue may have caused and thank you for your patience.
RESOLVED
10th October 2024: 11:30 - Email history not loading
We are aware of an issue affecting some schools in which the email history page is not loading from the overview page or on children's profiles. We are actively looking into this problem and hope to have this resolved as soon as possible.
We appreciate your patience while this is being investigated.
22nd November 2024
We apologise that some schools are continuing to have difficulties accessing the email history page. The issue looks to be related to the large amount of data the page is trying to retrieve and load as default, which is causing the page to time out and not load.
Our development team are investigating this and working towards a solution, that will reduce the amount of data the page tries to retrieve and in doing so enables the page to load successfully.
We apologise for the length of time this issue has been ongoing and for any inconvenience caused.
27th November 2024
Our development team are continuing to work towards a solution that will address this issue. We will provide a further update as soon as possible.
We apologise for the ongoing disruption caused by this issue.
29th November 2024
Our development team are continuing with their work to address this issue. A potential fix is being submitted for testing and quality assurance, provided it passes those stages we will then be able to release the fix. We will be able to provide a further update next week.
4th December 2024 - Resolved
Our development team have now released a fix to address this issue and improve performance of the email history page. The email history page is now loading successfully and no longer timing out.
We apologise for the inconvenience caused by this issue and the length of time it has taken to resolve. Thank you for your patience and understanding.
RESOLVED
10th October 2024: 11:00 - Census error 1852
We are aware of an issue affecting some schools with the error 1852 on their census return. This issue is caused by children who have "Hours at Setting" recorded but are not in receipt of funded hours. Our development team are actively looking into this problem and hope to have a solution soon.
We appreciate your patience while this is being investigated.
23rd October 2024 - Resolved
A fix has been released and we can confirm that this issue has been resolved.
RESOLVED
30th September 2024: 11:30 - Editing historical attendance
We are aware of an issue that does not allow schools to edit attendance from previous academic years. This has been raised with our development team and is actively being investigated. We appreciate your patience while we look into this problem and hope to have an update for you soon.
2nd October 2024 - Resolved
A fix has been released. We can confirm that previous academic year's attendance marks can be edited and saved successfully again.
RESOLVED
19th September 2024: 09:30 - Census error 5170
We are aware of an issue affecting some schools with the error 5170 on their census return. Our development team are actively looking into this problem and hope to have a solution soon.
We appreciate your patience while this is being investigated.
RESOLVED
19th September 2024: 09:30 - Event Registers not showing marks
We are aware of a continuing issue where event registers may not be showing the bookings and users are not able to enter bookings. For the time being please use the following instructions to enter marks
- Go to your event management page via "Pupils Event Management" and select the event you'd like to check.
- Click the "Edit" button and ensure that the box "Include in School Calendar" is ticked, if it's not please tick it and then save the event.
- Once you've done this, we recommend logging out and logging back in again.
- You should then see on your calendar found on the dashboard, you'll see the event. You can then go to the specific day you'd like to check the bookings for and it will present you with a register and any bookings with a note under the child with who it was made by for that particular event.
We appreciate your patience while our development team is working on this problem.
RESOLVED
5th September 2024: 09:30 - Registers not saving when recording meal choices
We are aware of a continuing issue for some users where registers are not saving when a meal choice is being recorded. A fix was released yesterday, which has addressed part of the issue but there is still a scenario where the register is not saving - our developers are working to address this.
When recording a register if a meal is chosen from the drop down, the meal and present mark are selected but are not being saved unfortunately.
To record and save meal choice and attendance successfully:
-
Use the numerical code shortcut to select a meal and mark the student as present
Or
- Enter a present mark and then select a meal choice from the drop down.
5th September 2024: 14:30
Our developers now have a fix for the register not saving when a meal is selected from the drop down, to record attendance and the meal. The fix is now going through testing and we are aiming to release the fix later this evening.
5th September 2024: 17:00 - Resolved
The fix identified by our development team has now passed testing and been released. This should now address the registers issue and allow the meal choice and attendance on the registers to save successfully when a meal option is selected from the drop down.
We will continue to monitor registers and wide system functionality over the coming days.
RESOLVED
4th September 2024: 09:55 - Teachers unable to save registers
We are aware of an issue that is stopping teachers in schools that have meal registers on the AM/PM widget from submitting attendance and meals as we would typically expect them to. This issue has been submitted to our development team and is being worked on as a high priority issue.
For the time being, office staff will need to enter this data via the registers available under "Office". As soon as we have an update regarding this, we will be sure to share this.
4th September 2024: 10:30 - Update
Our team are still actively looking into this problem as a high priority, we have found that in some cases the following may allow users to update and save their registers following the below steps,
- Enter the mark for attendance first
- Click the meal drop-down box and select the option
Please note this may not work for all users and must be done in this order.
4th September 2024: 17:30 - Resolved
Our development team deployed a fix at 16:45 to address this issue. Registers are now saving successfully when meal code choices are used to mark a pupil present. We apologise for the impact this issue has had on your ability to record attendance today.
RESOLVED
3rd September 2024: 09:45 - Some users unable to access registers
We are aware of an issue that has occurred this morning where the Registers page is not loading for some users and they are therefore unable to record attendance. Our developers are working to address this as quickly as possible and it is being treated with the highest priority. We understand how important this functionality is and we apologise for the inconvenience being caused. We will provide further updates as soon as we can.
3rd September 2024: 12:00 - Resolved
Our development team have released a fix for this issue. Registers are now loading and saving correctly for all users. Thank you for your patience whilst this issue was resolved and we apologise for any inconvenience caused this morning.
RESOLVED
2nd September 2024: 09:00 - New attendance codes for new academic year not yet available
There has been a slight delay with the release of new attendance codes into Horizons. Attendance can still be recorded as normal within Horizons, however the new absence codes for specific scenarios are not yet available. Our development team are working to release the update into the system as soon as possible. The release is currently going through the final stages of testing and we will provide an update here as soon as it has been released.
3rd September 2024: 09:00 - Resolved
Our developers have released the update this morning, so the new attendance codes are now in Horizons.
RESOLVED
1st August 2024: 07:00 - 12:00 - Scheduled system maintenance
The essential server upgrade work carried out yesterday evening has now been completed and Pupil Asset is back online however, our development team have identified two residual issues.
- Imported and Exported documents are currently unavailable and an error message will display when attempting to access these files.
- Email history not loading
Our development team are actively working on these problems and we aim to have a resolution in place as soon as possible.
RESOLVED
Updated