» Published on Thu, 11 Aug 2022 08:18:00 +0000

• Post-Mortem

  Recently a subset of Kallidus customers using our Off The Shelf (previously known as Engage in Learning) eLearning content experienced an issue with courses not tracking and recording results as expected.

  This issue occurred when the connection to the content was dropped due to a backend timeout. Under normal circumstances, an authentication token, which has an expiry of an hour, prompts this connection to stay active and refresh every 15 minutes when the user is logged in and actively learning.

  It was found during our investigations that this token was not refreshing as expected for a small subset of customers. This resulted in the issues identified. Once this issue had been identified a fix was deployed to ensure the expected connection token behaviour was in place.

  Please accept our apologies for any inconvenience caused and we thank you for your patience whilst we worked on this.

  » Updated Thu, 18 Aug 2022 09:52:00 +0000

• Resolved

  A fix has now been rolled out to resolve this issue.

  Thank you for your patience whilst we worked on this, and please accept our apologies for any inconvenience caused.

  Details of the root cause will be shared on this page in due course.

  » Updated Mon, 15 Aug 2022 15:48:00 +0000

• Update

  We have identified a fix for this issue. It is currently going through quality testing and we aim to release this as soon as possible.

  We will keep you updated and advise once this fix has been deployed.

  » Updated Mon, 15 Aug 2022 13:37:00 +0000

• Update

  Engineers have identified the likely cause for this issue and are working on a solution, which we hope to be able to roll out to customer platforms shortly.

  We appreciate your patience while we work to resolve this issue.

  » Updated Fri, 12 Aug 2022 09:20:00 +0000

• Investigating

  Completion status not being tracked for a subset of customers:

  We are investigating an issue effecting a subset of customers where learner's final completion status is not being successfully tracked back to Learn.

  There are a number of legitimate reasons this could occur, this link gives some further information: https://kallidus.zendesk.com/hc/en-us/articles/115003351494-Learn-e-Learning-Results-not-tracked-back

  If you think you may be affected by this we'd ask that you to first double check some best practice with your learner.

  Was the learning completed in a continuous session? (not for example, left the course window open for an extended period of time or logged off the PC, without first closing the content). Learn will remember your learner's content state, so best practice is to close the course down if the learner plans to take time away to concentrate on other work, and re-launch the course again later once they're ready to resume their training.

  If you have experienced this issue and not already been in contact with Kallidus Support, we'd like to hear from you. Please raise a ticket with our helpdesk.

  » Updated Thu, 11 Aug 2022 08:18:00 +0000