Primarysite: Status Updates

  • Updated

 

4th November 2024 10:00 - Issues with webstats not displaying

We have been made aware that there is an issue with the website statistics function. This appears to be a global issue and will impact all customers. When trying to access the website statistics area of a website, one of the following errors will be displayed Server Error..code 500 or Cannot connect to the database. 

Our development team are aware of the issue and are investigating. We will post updates to this page, as they happen. 

ONGOING

                                                                                                                                                                          

2 October 2024 12.30 - Issues with the Parents evening booking system displaying a 502 error

We are aware that the Booking system is displaying a 502 error when attempting to access this area. 

We apologise for any inconvenience this causes and we are investigating the issue as highest priority 

We will update you as soon as we know any more.

ONGOING


1 October 2024 15.18 - Issues with TheSchoolApp- Fixed

A fix is now in place and tested, for the issues relating to TheSchoolApp notifications

Any other issues you may be experiencing may not be linked to this specific issue and may need a separate investigation and we would require examples and details to be provided. 

We apologise for the inconvenience that this has caused 

RESOLVED


24th September 2024 11.44 - Issues with TheSchoolApp- Update

Although the app issue seems to be resolved for some customers, we are still receiving some reports of the following issues where:

  • Messages Displaying as Failed to Send – In our tests, messages marked as "failed" are still being successfully received by recipients. We recommend checking with your users to confirm if this is the case for them as well.
  • Parents Not Receiving Notifications for New Messages – Although notifications are not being delivered to parents, the messages themselves are being received within the app.
  • Parents Not Receiving the Initial Message When Granting App Access – While the initial message may not be received, parents can still access the app by downloading it and verifying their phone number.

Our development team have been made aware of these issues and investigations are underway.

We apologise for the inconvenience that this will be causing some customers. Please be assured that we are working to identify the cause of the error, the reasons for it reappearing and seeking to address the root cause, as quickly as possible.

ONGOING


19th September 2024 11.03 - Issues with TheSchoolApp- Update

We believe this issue is fixed and we are in the process of assessing this before formally resolving this.

We are aware that yesterday did cause bigger issues whilst the fix was rolled out but this is now being monitored. Support and developers are monitoring the current fix and whether this has resolved the issues.

We will advise further a little later today with the current status, but in the meantime, you should hopefully see this service return to normal

ONGOING


10th September 2024 11.03 - Issues with TheSchoolApp- Update

We have now identified  a few issues with the app and are actively working on a resolution. The following areas may currently be affected regarding notifications within the app:

  1. Messages Displaying as Failed to Send – In our tests, messages marked as "failed" are still being successfully received by recipients. We recommend checking with your users to confirm if this is the case for them as well.
  2. Parents Not Receiving Notifications for New Messages – Although notifications are not being delivered to parents, the messages themselves are being received within the app.
  3. Parents Not Receiving the Initial Message When Granting App Access – While the initial message may not be received, parents can still access the app by downloading it and verifying their phone number.

Our development team is treating this issue with the highest priority, and we will keep you updated as we make progress toward a solution.

Please note that these issues stem from the same root cause, which we are in the process of addressing. We sincerely apologise for any inconvenience this may cause and appreciate your patience during this time.

ONGOING


30th August 2024 12.05 - App messages appearing as 'failed'

We are aware of the issue concerning app message statuses displaying as 'Failed'. 

Our developers are currently investigating this matter as high priority, and we will provide updates as soon as more information is available

It is worth noting that through our testing we have identified that although the messages display as failed, they are being received by the recipients we have tested this on. I would recommend you check whether this is the case with users if you identify this issue 

We apologise for any inconvenience this causes in the meantime 

EDIT (3rd September 2024 10.26) We are also hearing a few reports that this may affect the notifications on some devices so some users may not receive the push notification but the message will be in the inbox

ONGOING


30th July 2024 11.18 - Web statistics page displaying 500 / 502 error- Intermittent issue

This issue has now been resolved by our development team.

Issue: Intermittent issues with Website statistics loading 
Resolution: This issue has now been resolved, though we acknowledge that it might occasionally reappear, particularly in the mornings. We are addressing this as part of a larger capacity project. If you encounter the issue again, please try again later in the day. We anticipate a complete resolution as the project progresses.
 
Thank you for your patience while we have been working to resolve this issue.

RESOLVED


24th July 2024 12.05 - App messages appearing as 'sending'- Resolve

This issue has now been resolved by our development team.

Issue: Messages on the app stuck in sending and not being received by users

Resolution: This is now working but any messages that were stuck in sending will need to be resent if they still appear as sending 

Further action: We are reviewing the cause of the issue to take additional measures to ensure this doesn't happen again

RESOLVED


22th July 2024 12.05 - App messages appearing as 'sending'

We are aware of the issue concerning app messages not being received by users. Our developers are currently investigating this matter as high priority, and we will provide updates as soon as more information is available

We apologise for any inconvenience this causes in the meantime 

ONGOING  


17th June 2024 15.30 - Contacts area not loading in the communications area is now resolved

The issue you identified with our contacts area not loading  has now been resolved 

We sincerely apologise for any inconvenience this may caused

RESOLVED


17th June 2024 14.30 - Contacts area not loading in the communications area

We have identified that there is an issue with our contacts area not loading as expected

We sincerely apologise for any inconvenience this may causes.

Rest assured, our developers are actively working on resolving this, and we'll keep you posted on any developments.

ONGOING


16th April 2024 8.31 - Web statistics page displaying 500 / 502 error- Intermittent issue

This issue appears to be intermittent we do suggest trying throughout the day 

This is currently with our developers to investigate and rectify the intermittent issues 

We apologise for any inconvenience this causes in the meantime 

ONGOING


15th April 2024 9.31 - Web statistics page displaying 500 error

Our team have identified the issue  with the website statistics not loading and displaying a 500 error

This is currently with our developers to investigate and rectify 

We apologise for any inconvenience this causes in the meantime 

ONGOING


2nd April 2024 -Issue with SSL certificates - issue resolving 

The issue reported 22nd March relating to SSL certification not renewing has been resolved.

Due to the nature of these renewals, it may take several hours for your site to resume working as expected but the background issue is resolved and is running through the list of affected websites

RESOLVED


27th March 2024 - Issue with SSL certificates - investigation ongoing

We are aware that the issue reported on 22nd March is still ongoing for some of our customers.

Rest assured that we are working to fix this as soon as possible and we will post on these pages as soon as a fix has been implemented.

ONGOING


22nd March 2024 - Issue with SSL certificates

We are aware that some customers are experiencing issues with access to their websites due to an SSL certificate issue. When trying to access the site, a message will be displayed that says 'Privacy Error: Your Connection Isn't Private'. This issue is not affecting all customers.

Our team are aware of this and working to resolve as a high priority.

ONGOING


19th March 2024 - CSV/TXT contacts uploader now resolved

Issues relating to the CSV or TXT files, we've investigated and we have now fixed this issue

I apologise for the delay in resolving this issue and we are sorry for any inconvenience this may have caused

RESOLVED


1st March 2024 - Issues relating to access codes when logging into the app

We have received reports that contacts using the app are experiencing issues using the authentication code to access The School App. Users are receiving a 'code incorrect' message. 

Our developers are actively working on diagnosing and implementing a fix for this issue

We'll keep you posted once we confirm that the problem has been resolved. Thank you for your patience and understanding.

RESOLVED


26th February 2024 - CSV/TXT contacts uploader not uploading for schools without Wonde Integration 

After receiving reports of difficulties uploading new CSV or TXT files, we've investigated and identified the root cause of the issue.

Our developers are actively working on implementing fixes and conducting thorough testing to ensure a complete resolution.

We'll keep you posted once we confirm that the problem has been resolved. Thank you for your patience and understanding.

RESOLVED


6th February 2024 - CSV/TXT contacts uploader not uploading for schools without Wonde Integration 

When attempting to upload a new CSV or TXT file, you will receive an error stating the file cannot be uploaded which means you will be unable to update your contacts this way 

This is with our developers to resolve and recommend you try to manage your contacts through the manually added contacts area in the meantime.

We would also recommend you do not completely remove your current contacts. In doing so will mean you have no contact data until the issue is resolved

RESOLVED


11th January 2024 15:00 - Web statistics page will not load

Our team have implemented a fix for the  problem that customers were experiencing, where an error 500 message appears when accessing web statistics (admin>website statistics).

Although the pages may take slightly longer than usual to update (whilst all data is being restored), this should resolve itself shortly and the pages should be accessible.

However, please be advised that a separate issue with the web statistics page still exists (see status update regarding website statistics displaying incorrectly/cutting off). This issue is still with our developers and we hope to have an update for our customers soon.

Thank you for your patience  whilst we have been working to restore access to the website statistics pages.

RESOLVED


10th January 2024 11:24 - Web statistics page will not load - UPDATE

Our team have identified the issue that us causing the problem that customers are experiencing, where an error 500 message appears when customers try to access their web statistics (admin>website statistics).

A fix is being implemented for this and we will confirm once the process has completed and the web statistics pages become accessible again.

RESOLVED


9th January 2024 16:16 - Error when attempting to make changes to Homepage

We're pleased to be able to report that the issue with making changes to the homepage should now be resolved for all customers.

Thank you for your patience and understanding whilst we have been working to restore this service.

                                                                                                                                                     RESOLVED


9th January 2024 11:30 - Error when attempting to make changes to Homepage

We have been made aware of an issue with an error message appearing when customers try to make changes to their website homepage. The error appears when pressing publish to make changes live. The error message states 'sorry, there was an error updating the homepage'.

 

Our development team are aware of this issue and working to resolve it as quickly as possible. We will update these pages with further information, as it is received.

RESOLVED


8th January 2024 12:00 - Web statistics page will not load

We have been made aware of an issue with an error message appearing when customers try to access their web statistics (admin>website statistics). Customers see an error 500 message when attempting to access this page of their website. Our development team are aware of this issue and are working to resolve it as quickly as possible. We will update these pages with further information, as it is received.

RESOLVED


12th December 2023- Issue related to Android users unable to download TheSchoolApp from Google Play Store

Last week, a solution was pushed to Google Play, and we've been notified that this update has been completely rolled out to all users. It's now ready for download. This update tackles several underlying issues, significantly improving the app's performance.

We want to ensure TheSchoolApp operates optimally and undergoes comprehensive development for a complete fix. Developing this fix took longer than we would usually expect. We sincerely apologise for any inconvenience this has caused and we appreciate your patience whilst we have been working to resolve the issue.

The update is now accessible to all current users, and Android users can readily download the app from the Play Store.

RESOLVED


29th November 2023 - Website statistics not displaying correctly  - Ongoing issue

We would like to update you on the ongoing issue with the way the website statistics are displayed. Unfortunately, we don’t yet have a solution, but our developers are actively working to resolve the problem.

At present, we're unable to access the information that isn't visible to you. However, I'd like to explore potential solutions to assist you:

  1. Consider adjusting date ranges and rearranging columns to modify the pages displayed. While this might not resolve overall site statistics viewing, it could help for specific page stats. For instance, focusing on high-traffic days or reordering columns from least to most viewed could offer insights.
  2. While awaiting a fix, you might explore using Google Analytics. Although historical data won't be available immediately, setting up this tool will grant access to future statistics swiftly. This involves creating an account and receiving a code from Google Analytics, which we can then integrate into your site's background.

These suggestions aren't complete solutions, but they might provide some assistance for now. Meanwhile, our team is actively working to resolve the issue, and we will continue to update you.

RESOLVED


7th November 2023 - Intermittent speed issues and errors displaying when logged into the website- Now Resolved

The issue related to speed issues and intermittent and varied error messages on your school websites has now been resolved. 

We believe you should receive no further issues relating to this but please contact support if you experience any further problems

We  apologise for any inconvenience this caused for you 

RESOLVED


3rd November 2023 - Website statistics page error

The issue relating to the website statistics not displaying any data has now been resolved

Due to the nature of the fix, vast amounts of data are still pulling into the system, and you may find the system a little slower and unstable than normal. You may experience this for a few days but ultimately the data will load.

We  apologise for any inconvenience this caused and we are still monitoring the speed issues over the next few days to ensure the area works as expected

RESOLVED


26th October 2023 - Website statistics page error

We have identified an issue with website statistics pages not displaying any data. When accessing their website statistics page, customers will see an error that says 'a server error has occurred' or 'cannot connect to the database'

This is under investigation by our development team.

We  apologise for any inconvenience this causes and we will be providing an update on this status page once this has been resolved 

RESOLVED


26th October 2023- Update related to Android users unable to download TheSchoolApp from Google Play Store 

We apologise for the continuing app issues that are being experienced by the school and users of the app itself.

We want to reassure you that our developers are working hard to find a solution to this issue.

As this issue is still causing disruption to your communication with parents, we'd like to highlight the alternative means of communication that you may find useful, and we encourage you to use these whilst we resolve this.

As part of your package, you have other communication tools available to you which are not linked to the app and should therefore be working as expected

Text Messaging Area (SMS)

You will have an SMS area available to you and you may have some usable credits to communicate with the contacts who cannot download the app.

Things to bear in mind

  • You will require at least one contact for the pupil to be set as a Priority 1 contact or the pupil will not appear on the SMS platform.
  • The SMS platform is best suited to urgent or pressing communications as there is a charge to send each of these messages (credits)
  • Restricted to 160 characters as per the global SMS platform and this cannot be altered

To find out more about the Text messaging area, you can find a guide here

Email Area

You will also have an email area available to you.

Things to bear in mind

  • The email platform will send to all contacts of all priorities and you would need to manually remove any recipients you do not wish to receive these emails
  • Emails are not always picked up as quickly so these may not be ideal for urgent messages

To find out more about our email platform, you can find a guide here

If you are trying to use these platforms and need further guidance, and the answer is not on the guides, you can contact the support team who will be happy to help.

We hope looking at these alternatives will allow you to still communicate with parents effectively while we resolve the app issue

I would like to apologise again for any inconvenience this continues to cause and we will continue to update this area when we have any further updates.

RESOLVED


8th September 2023 - Some Android users unable to download TheSchoolApp from Google Play Store 

We have identified an issue with some Android users being unable to download The School App from Google Play Store. We believe this issue affects Android 13 users only. When trying to download, the user will see a message that says 'This app isn't available for your device as it was made for an older version of Android'.

We are working to ensure that a version of the app compatible with Android 13 is available as soon as possible.

We  apologise for any inconvenience this causes and we will be providing an update on this status page once this has been resolved 

ONGOING


7th September 2023 15.30 - TheSchoolApp Outage

We are pleased to advise you that the issues relating to the TheSchoolApp outage are now resolved

TheSchoolApp should now be working as expected.

Our developers will continue to closely monitor this over the next few days but if you feel this is not working as it should, please reach out to the support team who will be happy to help with any queries and issues that arise

We would like to take this opportunity to apologise for any inconvenience this has caused at the start of term and every effort will be made to avoid future issues.

RESOLVED


6th September 2023 17.00 - TheSchoolApp Outage

We apologise for the continuing app issues that are currently being experienced with the school and users of the app itself. 

We are continuously working on a solution for this but at present, the demand of people attempting to access the app is extremely high and is therefore adding to the issues.

As this issue is still very much causing disruption to your communication with parents, we want to help look at the alternative means of communication that you may find useful and we encourage you to use these whilst we resolve this. 

As part of your package, you have two alternative modes of communication available to you which are not linked to the app and should therefore be working as expected.  I will outline these methods and link some guides to allow you to use these platforms effectively: -

Text Messaging Area (SMS)

You will have an SMS area available to you. This works on a credits system. 

Things to bear in mind

  • You will require at least one contact for the pupil to be set as a Priority 1 contact or the pupil will not appear on the SMS platform. 
  • The SMS platform is best suited to urgent or pressing communications as there is a charge to send each of these messages (credits)
  • Restricted to 160 characters as per the global SMS platform and this cannot be altered

To find out more about the Text messaging area, you can find a guide here

Email Area

You will also have an email area available to you. 

Things to bear in mind

  • The email platform will send to all contacts of all priorities and you would need to manually remove any recipients you do not wish to receive these emails 
  • Emails are not always picked up as quickly so these may not be ideal for urgent messages 

To find out more about our email platform, you can find a guide here

If you are trying to use these platforms and need further guidance, and the answer is not on the guides, you can contact the support team who will be happy to help .

We hope looking at these alternatives will allow you to still communicate with parents effectively while we resolve the App Outage

                                                                                                                                                                          

24th April 2023 15:00 - Twitter API Changes

We recently informed you about the changes to Twitter's API and the potential impact on your website's Twitter integration. Since our last communication, new information has come to light, and we want to provide you with an update in a transparent manner.

Initially, we suggested the option of paying $100 per month for a custom Twitter API integration. However, it has been brought to our attention that this option may breach Twitter's terms of service, as our CMS is considered a single use case. In light of this, we advise against proceeding with this option.

We have also explored the possibility of paying $42,000 per month for the Twitter API integration. We would be willing to consider this option if there is sufficient demand, but it would require us to cover the costs. To help us gauge interest in this option, please respond to our survey, indicating how much you would be willing to contribute per month. We will only proceed with this option if we can cover our costs and demand is high enough.

You may already be aware that this situation has caused a great deal of concern among many businesses, with some prominent companies, such as Microsoft, choosing not to use Twitter integration as a result. Early indications suggest that other businesses may follow suit, which could potentially lead Twitter to reconsider their stance. However, there are no guarantees, so we will continue to monitor the situation closely.

At present, the Twitter Widget appears to be the most viable alternative.  Given the uncertainty surrounding Twitter's approach, we recommend holding off making any other changes in your approach to using Twitter in your website, for the time being. We anticipate that Twitter's position may change in the future, as since their recent change of ownership they have been unpredictable. 

We sincerely apologise for any inconvenience this situation may cause and appreciate your understanding. We remain committed to providing you with the best possible service and keeping you informed of any further developments.

ONGOING


19th April 2023 10:00 - Twitter API

Twitter has recently removed access to their free API, and as a result, our ability to sync your website with Twitter has been impacted, leading to a potential loss of functionality. We regret any inconvenience this may cause, but please rest assured that we are here to support you in adapting to these changes.

To help you determine the best course of action, we are working to implement the following alternative options, tailored to different needs:

Free Package (Limited Updates): Whilst this option will limit the frequency of updates to your website and how often you can post to Twitter, due to API limitations, it may be sufficient if regular updates are not a priority for you. It will take us some time to implement the changes required for this to work, but no action is required by our customers.

Custom API (Regular Updates): For schools that frequently update their Twitter feeds, daily or weekly, we recommend considering this option. For a monthly fee of $100, paid directly to Twitter, you can configure a custom API for your website. This will give you greater control over the update frequency, allowing you to post to Twitter more regularly and refresh your website feed hourly, daily, or weekly.  The posting and reading limits for Twitter’s Basic package, listed below, will help you ascertain if this will meet your needs. 

  • 3,000 Tweets per month - posting limit at the user level
  • 50,000 Tweets per month - posting limit at the app level
  • 10,000 Tweets per month - read-limit rate cap
    correct at time of writing - please refer to Twitter for up-to-date information on allowance for their Basic package.

Twitter Widget: Twitter have a freely available widget, which can be used to embed tweets into the page content areas within your website.  This is already used by many of our customers to enable them to show their Twitter timeline. Further information about the widget can be found here:  Twitter Widget

We understand that these changes may be disappointing, but we are committed to helping you make the best decision for your website's needs. Please be aware that these alterations are due to decisions made by Twitter and are not a direct result of our actions. We will be working in the coming weeks to implement the changes necessary to allow you to display tweets and post to Twitter and will be in touch again when we have made the changes needed.

Thank you for your understanding, we appreciate your continued trust in our services.

 

ONGOING


11th April 2023 11:00 - Twitter API

Twitter has removed their free API access. We are seeing sites experience a loss of syncing with Twitter feeds. 

We continue to investigate a way forward to allow our customers to display tweets on their sites, and push updates out to Twitter. 

ONGOING


15th February 2023 10:30 – Login Issues Resolved

The login issue was resolved at around 9:1.  At this time, an issue with displaying Webstats persisted, but has now also been corrected.   

RESOLVED

15th March 2023 08:00 - Login Issues

We are currently investigating an issue whereby users are unable to log in and are receiving the following error.  The team have identified the issue and is working to resolve this.

RESOLVED


6th April 2023 15:00 – Twitter integration

Twitter have today begun turning off access to their API - read access has been disabled. The impact of this is that any Twitter feeds on Primarysite Websites will not be updated with new tweets.  Posts made to Twitter from the CMS do not currently appear to be affected.

Updates about the changes Twitter will be making can be viewed here: https://twitter.com/twitterdev

We continue to investigate a way forward to allow our customers to display tweets on their sites.

  • 9th February 2023 11:40 – Twitter integration

    Twitter has delayed the removal of free access to their API until 13 February 2023. At this time, they still have not released full details on its replacements.

    Updates about the changes Twitter will be making can be viewed here: https://twitter.com/twitterdev

    We will monitor the situation closely and provide further updates when we have them.

  • 8th February 2023 15:40 – Twitter integration  

    On 2 February 2023 Twitter announced that they will no longer support free access to their API from 9 February 2023.   

    Updates about the changes Twitter will be making can be viewed here: https://twitter.com/twitterdev

    Due to the limited information available to us at this time, we are unsure of the impact this will have on our customers and their websites.  We anticipate websites displaying Twitter content and how users share updates to Twitter may be affected.  

    We will monitor the situation closely and provide further updates when we have them.   

    Thank you for your patience and understanding.   

ONGOING


21 July 2022 08:49 – Normal service has been resumed    

All websites and services are now live and no further issues have been reported. If you are still experiencing any issues, please email our support team support.ps@junipereducation.org.

RESOLVED


20 July 2022 16:07 – Issues with email        

We are aware that some customers are experiencing issues with sending emails. We are investigating and will provide further updates when we have more information.

All other services now appear to be working as normal but we are continuing to monitor it closely.

RESOLVED


20 July 2022 11:18 – Service is starting to be restored

Services are starting to be restored and some websites are now live.

We are currently waiting for confirmation from Google that normal service has been resumed. We will provide further information when we have it.

RESOLVED


20 July 2022 09:05 – Incident affecting all customers

Due to a cooling-related failure in one of Google’s datacentres in London on 19 July 2022 our website services stopped working at around 17:30 BST.

Primarysite uses Google’s services for the hosting of our websites and due to this outage customers websites failed to load.

Our team have been monitoring the situation closely. Google restarted servers on 20 July 2022 at 04:00 BST. They are now gradually bringing up all services again.

We will provide more information as we receive it and will update this page but for more information visit Google’s status update page.

Thank you for your patience and understanding.

RESOLVED


 

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