» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
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.
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.
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.
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.
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.
» View Event Details | Created
Scheduled
Every Thursday 06:00 - 08:00 UK time we carry out essential maintenance including system updates and restarts. During this window, you may experience periods of degraded service.
» View Event Details | Created
Update
RCA
Between 08:01 and 09:02 on 30-08-2022, Kallidus Learn was unavailable and users would have experienced an error during login.
Preliminary root cause: Kallidus engineers determined that two critical services failed to load upon an automatic restart that was triggered by a host hardware failure within the Kallidus cloud hosting environment. Recent changes resulted in a longer recovery time than expected as the services required manual intervention to recover. Following the outage,
Kallidus engineers identified several actions that will be implemented to ensure no further repeat of the issue. Kallidus apologises for any inconvenience caused by this disruption and thanks you for patience while we resolved the issue.
Update
Engineers have resolved the access issues to Learn sites and all sites are now available and operational again.
Thank you for your patience while we worked to resolve this. A full RCA for the incident will be available and tagged to this incident when it becomes available.
Investigating
We are currently experiencing an issue accessing Learn sites. Engineers are investigating as priority this morning and we will update this page as soon as we have an update.
Please accept our apologies for the inconvenience this is causing.