» Published on Thu, 27 Aug 2020 11:22:00 +0000

• Post-Mortem

  Between 08:00 and 15:30 BST 27.08.2020 customers using some MP3 types of eLearning content may have experienced an issue with running the content as expected, in particular the audio aspects of the eLearning.

  As part of the security model for Kallidus Learn there is a "content protection" feature in place on all Kallidus Learn systems. This means that only people that are signed in to the Learn system can access customer eLearning content hosted on the Kallidus platform.

  In the Learn deployment on Thursday morning, we extended the protection so that it covered more content types.

  Whilst other content types were unaffected, it seems that this affected the encoding of MP3 files and prevented them from opening in browsers. To resolve this, and to ensure it didn't affect any other content types, we have temporarily reverted this change. Following further investigations and mitigations, this will be rolled out as part of a future release.

  Thank you for your patience whilst we worked to resolve this issue, and please accept our apologies for this disruption.

  » Updated Fri, 28 Aug 2020 15:23:00 +0000

• Resolved

  A fix for this issue has now been rolled out, and we are happy to report that eLearning content will now perform as expected.

  Please clear your cache before attempting to use the content if you have already been in it. Details of the root cause will be shared on this page soon.

  Thank you for your patience whilst we worked on this.

  » Updated Thu, 27 Aug 2020 14:38:00 +0000

• Update

  We have identified the root cause of this issue and are now in the process of creating a fix that can be deployed as soon as possible.

  It has been confirmed that this issue is the result of an error in the latest maintenance update applied to Kallidus Learn this morning. We are investigating how this error occurred and will take steps to mitigate for the future.

  We will update this page as soon as we have a timescale for when this fix can be applied.

  Please accept our apologies for this disruption.

  » Updated Thu, 27 Aug 2020 13:20:00 +0000

• Update

  We are continuing to investigate this issue as a priority, it is not a consistent issue so some customers may find they have no issues at all. As soon as we have a further update to share, we will do so via this page.

  Once again, thank you for your patience.

  » Updated Thu, 27 Aug 2020 12:13:00 +0000

• Investigating

  We are working to resolve an issue meaning that some eLearning content is unable to play MP3 audio files, and others cannot be opened on Kallidus Learn or Classic LMS. This is our priority.

  We update this page with our progress within the next hour.

  Thank you for your patience and please accept our apologies for the inconvenience this will be causing you and your learners.

  » Updated Thu, 27 Aug 2020 11:22:00 +0000