tag:support-status.edx.org,2005:/historyedX's Support Communication Status - Incident History2024-03-29T05:23:04ZedX's Support Communicationtag:support-status.edx.org,2005:Incident/199961592024-02-16T02:00:15Z2024-02-16T02:00:15ZPayment System Down<p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>02:00</var> UTC</small><br><strong>Resolved</strong> - Payment issues resolved. Check out is fully available. Our payment provider experienced elevated error rates that temporarily prevented checkout on edX.org.</p><p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>01:11</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Feb <var data-var='date'>16</var>, <var data-var='time'>00:54</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating an issue with our payment system. Learners are unable to checkout on payment.edx.org. Please do not attempt to pay for a course at this time.</p>tag:support-status.edx.org,2005:Incident/194316852023-12-14T08:00:28Z2023-12-14T08:00:28ZPlanned Maintenance<p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>08:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Dec <var data-var='date'>14</var>, <var data-var='time'>07:01</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Dec <var data-var='date'>13</var>, <var data-var='time'>21:15</var> UTC</small><br><strong>Scheduled</strong> - We will be upgrading our backend systems on December 14, 2023, between<br />7:00 and 8:00 AM UTC (2:00 and 3:00 AM ET).<br /><br />During this maintenance period, learners may be unable to access their courses and course teams may be unable to access or make edits to course content.<br /><br />We recommend avoiding saving work, including exam responses, during this period, as services will be intermittently unavailable.</p>tag:support-status.edx.org,2005:Incident/186468852023-10-03T07:01:28Z2023-10-03T07:01:28ZPlanned Database Maintenance<p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>07:01</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'> 3</var>, <var data-var='time'>06:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Sep <var data-var='date'>29</var>, <var data-var='time'>23:48</var> UTC</small><br><strong>Scheduled</strong> - We will be upgrading our backend systems on October 2, 2023 and again on October 3, 2023, between 6:00 and 7:00 AM UTC.<br /><br />During this maintenance period, learners may be unable to access their courses and course teams may be unable to access or make edits to course content.<br /><br />We recommend avoiding saving work, as services will be intermittently unavailable.</p>tag:support-status.edx.org,2005:Incident/186468222023-10-02T07:00:27Z2023-10-02T07:00:27ZPlanned Database Maintenance<p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>07:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Oct <var data-var='date'> 2</var>, <var data-var='time'>06:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>06:04</var> UTC</small><br><strong>Update</strong> - This maintenance window has been rescheduled.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>05:59</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>05:32</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Oct <var data-var='date'> 1</var>, <var data-var='time'>05:31</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Sep <var data-var='date'>29</var>, <var data-var='time'>23:37</var> UTC</small><br><strong>Scheduled</strong> - We will be upgrading our backend systems on October 2, 2023 and again on October 3, 2023, between 6:00 and 7:00 AM UTC.<br /><br />During this maintenance period, learners may be unable to access their courses and course teams may be unable to access or make edits to course content.<br /><br />We recommend avoiding saving work, as services will be intermittently unavailable.</p>tag:support-status.edx.org,2005:Incident/185379472023-09-19T07:00:29Z2023-09-19T07:00:29ZPlanned payment systems upgrade<p><small>Sep <var data-var='date'>19</var>, <var data-var='time'>07:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Sep <var data-var='date'>19</var>, <var data-var='time'>06:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Sep <var data-var='date'>18</var>, <var data-var='time'>19:05</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Sep <var data-var='date'>18</var>, <var data-var='time'>19:04</var> UTC</small><br><strong>Scheduled</strong> - We will be upgrading our payment processing systems on September 19, 2023 between 2am and 3am EDT. During this time, the checkout and order history experience will be intermittently unavailable. We thank you for your patience.</p>tag:support-status.edx.org,2005:Incident/180993632023-08-11T17:42:24Z2023-08-11T17:42:24Z[Research Data Package Delivery - Delayed]<p><small>Aug <var data-var='date'>11</var>, <var data-var='time'>17:42</var> UTC</small><br><strong>Resolved</strong> - The research data package for the week of 2023-08-05 will continue to generate over the next several days, with anticipated completion for all organizations by 2023-08-13.</p><p><small>Aug <var data-var='date'> 9</var>, <var data-var='time'>21:34</var> UTC</small><br><strong>Investigating</strong> - The research data package delivery for data czars is delayed this week, with generation beginning today and expected to continue over the next several days.</p>tag:support-status.edx.org,2005:Incident/178799592023-07-20T21:00:22Z2023-07-20T21:00:22ZPlanned Database Maintenance<p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>21:00</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Jul <var data-var='date'>20</var>, <var data-var='time'>20:01</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Jul <var data-var='date'>18</var>, <var data-var='time'>13:40</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>16:57</var> UTC</small><br><strong>Update</strong> - We will be undergoing scheduled maintenance during this time.</p><p><small>Jul <var data-var='date'>17</var>, <var data-var='time'>16:38</var> UTC</small><br><strong>Scheduled</strong> - This maintenance has been rescheduled. It was previously scheduled to occur tomorrow, July 19th. It has been rescheduled to the following day, July 20th, to occur at the same time of day. We apologize for any inconvenience.<br /><br />We will be upgrading our back-end systems on the edX platform on July 20, 2023, from 4:00 - 5:00 PM EDT (8:00 PM UTC). During this time, learners may be unable to access their courses and course teams may be unable to access or make edits to course content. The checkout experience will also be affected. During this maintenance period, services will be intermittently unavailable, so we recommend avoiding saving work.</p>tag:support-status.edx.org,2005:Incident/168448462023-04-13T23:53:36Z2023-04-13T23:53:36Z[Proctoring] Internet connection errors<p><small>Apr <var data-var='date'>13</var>, <var data-var='time'>23:53</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Proctoring attempts can continue as usual.</p><p><small>Apr <var data-var='date'>13</var>, <var data-var='time'>19:58</var> UTC</small><br><strong>Monitoring</strong> - A fix for the issue blocking learners from attempting proctoring has been identified and deployed. We are monitoring the performance.</p><p><small>Apr <var data-var='date'>13</var>, <var data-var='time'>03:13</var> UTC</small><br><strong>Investigating</strong> - We are investigating an issue where some learners are unable to begin proctoring due to "No Internet Connection Found" errors during the experience.</p>tag:support-status.edx.org,2005:Incident/167848592023-04-11T21:01:59Z2023-04-11T21:01:59ZEditing old problem content<p><small>Apr <var data-var='date'>11</var>, <var data-var='time'>21:01</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Apr <var data-var='date'>11</var>, <var data-var='time'>14:32</var> UTC</small><br><strong>Monitoring</strong> - A fix has been deployed, allowing the new problem editor to retain certain older styles of problem-writing. We are monitoring the results.</p><p><small>Apr <var data-var='date'> 7</var>, <var data-var='time'>21:35</var> UTC</small><br><strong>Identified</strong> - We hope you are enjoying the new problem editor! Certain historic uses of labels and feedback in problem components may not be saved when re-editing old content. If concerned, please pause to back up your material by exporting to a .tar.gz file and contact partner-support@edx.org.</p>tag:support-status.edx.org,2005:Incident/166663332023-03-31T19:14:12Z2023-03-31T19:14:12Z[Research Data Package Delivery - Delayed]<p><small>Mar <var data-var='date'>31</var>, <var data-var='time'>19:14</var> UTC</small><br><strong>Resolved</strong> - The weekly database data has been generated. We will follow up with certain daily events dates. Please contact partner-support@edx.org if you have questions.</p><p><small>Mar <var data-var='date'>30</var>, <var data-var='time'>13:28</var> UTC</small><br><strong>Update</strong> - There is a continued delay in the delivery of the research data package. We are monitoring the progress and will close the incident when this week’s packages have been fully uploaded.</p><p><small>Mar <var data-var='date'>27</var>, <var data-var='time'>19:02</var> UTC</small><br><strong>Identified</strong> - There is a delay in the delivery of the research data package, estimated 2 days. We are monitoring the progress and will close the incident when this week’s packages have been fully uploaded.</p>tag:support-status.edx.org,2005:Incident/163185252023-03-06T21:37:11Z2023-03-06T21:37:11Z[Research Data Package Delivery - Delayed]<p><small>Mar <var data-var='date'> 6</var>, <var data-var='time'>21:37</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>22:11</var> UTC</small><br><strong>Monitoring</strong> - There is a delay in the delivery of the data package. We are monitoring the progress and will close the incident when this week’s packages have been fully uploaded.</p><p><small>Mar <var data-var='date'> 1</var>, <var data-var='time'>22:10</var> UTC</small><br><strong>Investigating</strong> - There is a delay in the delivery of the data package. We will update this message when this week’s packages have been fully uploaded.</p>tag:support-status.edx.org,2005:Incident/113058722022-09-29T04:46:06Z2022-09-29T04:46:06ZIntermittent performance issues<p><small>Sep <var data-var='date'>29</var>, <var data-var='time'>04:46</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>23:48</var> UTC</small><br><strong>Monitoring</strong> - Intermittent performance issues are recovering. Our engineers continue to actively monitor performance at this time.</p><p><small>Sep <var data-var='date'>28</var>, <var data-var='time'>22:52</var> UTC</small><br><strong>Investigating</strong> - Users on edx.org may encounter intermittent performance issues, such as seeing an error message when attempting to load course content or units in Studio, or when submitting an answer to a problem. Our engineers are actively investigating.</p>tag:support-status.edx.org,2005:Incident/111854732022-09-20T01:35:34Z2022-09-20T01:35:34ZCustom python problems not loading on edX currently<p><small>Sep <var data-var='date'>20</var>, <var data-var='time'>01:35</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Sep <var data-var='date'>20</var>, <var data-var='time'>00:30</var> UTC</small><br><strong>Monitoring</strong> - The issue has been identified and a fix has been implemented. Problems are loading successfully again for learners and course teams. We are monitoring the results at this time.</p><p><small>Sep <var data-var='date'>19</var>, <var data-var='time'>23:48</var> UTC</small><br><strong>Investigating</strong> - We are currently investigating an issue where custom python problems are not loading on the edX platform. Learners may see the following message in place of a problem in an assignment: "Could not format HTML for problem. Contact course staff in the discussion forum for assistance."</p>tag:support-status.edx.org,2005:Incident/106622652022-07-26T18:49:20Z2022-07-26T18:49:20ZProgress Page Delays<p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>18:49</var> UTC</small><br><strong>Resolved</strong> - Resolved: This issue is now resolved. All grades should now be correctly reflected on the Progress page, Gradebook and Program Records pages.<br /><br />If you are seeing any outstanding discrepancies, please contact Support.</p><p><small>Jul <var data-var='date'>26</var>, <var data-var='time'>15:38</var> UTC</small><br><strong>Monitoring</strong> - Monitoring: Grade processing should be up-to-date for the Progress page, Gradebook and Program Records. We believe that the issue has been fixed and are continuing to monitor.</p><p><small>Jul <var data-var='date'>25</var>, <var data-var='time'>19:09</var> UTC</small><br><strong>Update</strong> - Update: Grade processing continues to update the Progress page, Gradebook and Program Records. Engineering teams have directed additional resources to support this work. We expect this process will continue to update grades through this week.</p><p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>19:29</var> UTC</small><br><strong>Update</strong> - Update: Some grades earned on or around July 20 may not appear yet on a learner’s progress page.<br /><br />Grade processing continues slowly to update the Progress page, Gradebook and Program Records. This impacts the visibility of grades/progress and certificates for some learners. No grades are missing, but the process to refresh the information is delayed.<br /><br />We expect this process to continue through early this week.</p><p><small>Jul <var data-var='date'>21</var>, <var data-var='time'>15:39</var> UTC</small><br><strong>Identified</strong> - Identified: We are experiencing delays with the Progress Page. Our engineering team has identified the issue and we are actively working to resolve the delays.</p>tag:support-status.edx.org,2005:Incident/105668172022-07-14T13:31:22Z2022-07-14T13:31:22ZIdentified: Delayed video uploads in Studio<p><small>Jul <var data-var='date'>14</var>, <var data-var='time'>13:31</var> UTC</small><br><strong>Resolved</strong> - Resolved: Video uploads in Studio should no longer be delayed. Pending uploads should be processed within the next few hours, if they have not already processed successfully.</p><p><small>Jul <var data-var='date'>13</var>, <var data-var='time'>15:32</var> UTC</small><br><strong>Identified</strong> - Identified: Our engineers have identified an issue with delayed video uploads in Studio and are actively working towards a fix. Course teams may continue to experience video upload delays and the video status may remain as ‘IN PROGRESS’, or ‘UPLOADED’ for more than 12 hours.</p>tag:support-status.edx.org,2005:Incident/101408142022-06-03T14:32:06Z2022-06-03T14:32:06ZIssue Creating New Accounts<p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>14:32</var> UTC</small><br><strong>Resolved</strong> - The error has been resolved and learners can now create new accounts.</p><p><small>Jun <var data-var='date'> 3</var>, <var data-var='time'>14:08</var> UTC</small><br><strong>Investigating</strong> - There is currently a problem some learners are experiencing when attempting to create a new account. We are currently investigating.</p>tag:support-status.edx.org,2005:Incident/99689282022-05-12T01:05:54Z2022-05-12T01:05:54ZCourse staff are unable to edit LTI blocks in Studio<p><small>May <var data-var='date'>12</var>, <var data-var='time'>01:05</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Course staff can again edit LTI blocks in Studio and everything is working as expected.</p><p><small>May <var data-var='date'>12</var>, <var data-var='time'>00:25</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>May <var data-var='date'>11</var>, <var data-var='time'>18:43</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>May <var data-var='date'>11</var>, <var data-var='time'>18:43</var> UTC</small><br><strong>Investigating</strong> - Course staff are unable to edit LTI blocks in Studio at this time. Learners are not impacted by this issue and can still access and work on LTI assignments. Engineering identified the issue and they are applying a fix.</p>tag:support-status.edx.org,2005:Incident/95416732022-03-14T23:08:58Z2022-03-14T23:08:58ZError loading some course pages<p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>23:08</var> UTC</small><br><strong>Resolved</strong> - Our Engineering team released a fix to resolve the loading error encountered in some courses. This issue is now resolved. Courses previously experiencing this loading error are loading properly now.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>20:58</var> UTC</small><br><strong>Identified</strong> - Our Engineering team identified an issue resulting in a message of "There is an error loading this course." This should be resolved within a couple of hours.</p>tag:support-status.edx.org,2005:Incident/93603632022-02-19T21:57:55Z2022-02-19T21:57:56ZEmail Support Maintenance<p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>21:57</var> UTC</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>21:41</var> UTC</small><br><strong>Verifying</strong> - Email maintenance is complete, and we are actively monitoring the receipt of support requests.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>18:00</var> UTC</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>19</var>, <var data-var='time'>15:52</var> UTC</small><br><strong>Scheduled</strong> - We will be performing maintenance on our email infrastructure. Emails to edX Support may bounce back to your inbox during the time that this maintenance window is active. If you receive a bounce back saying your message could not be delivered, then please submit your support request again once this maintenance is marked as complete.</p>tag:support-status.edx.org,2005:Incident/90751192022-01-14T14:21:28Z2022-01-14T14:21:28ZPayment Issues<p><small>Jan <var data-var='date'>14</var>, <var data-var='time'>14:21</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Jan <var data-var='date'>13</var>, <var data-var='time'>21:29</var> UTC</small><br><strong>Monitoring</strong> - We're monitoring intermittent payment issues.</p><p><small>Jan <var data-var='date'>13</var>, <var data-var='time'>18:46</var> UTC</small><br><strong>Investigating</strong> - We're actively investigating intermittent issues with our payment system.</p>tag:support-status.edx.org,2005:Incident/88662972021-12-16T16:53:12Z2021-12-16T16:53:12ZPlatform maintenance message<p><small>Dec <var data-var='date'>16</var>, <var data-var='time'>16:53</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'>16</var>, <var data-var='time'>16:40</var> UTC</small><br><strong>Monitoring</strong> - Monitoring: A fix for the issues has been released, and we are monitoring performance.</p><p><small>Dec <var data-var='date'>16</var>, <var data-var='time'>16:11</var> UTC</small><br><strong>Investigating</strong> - Many course pages are currently under maintenance. We are actively working on restoring normal service.</p>tag:support-status.edx.org,2005:Incident/87841052021-12-08T04:38:51Z2021-12-08T04:38:51ZSoftware Secure Proctored Exams and ID Verification Outage<p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>04:38</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>04:38</var> UTC</small><br><strong>Update</strong> - edX systems are now running smoothly. While our service providers continue to work towards a full recovery, performance across our services is now stable.</p><p><small>Dec <var data-var='date'> 8</var>, <var data-var='time'>00:44</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Dec <var data-var='date'> 7</var>, <var data-var='time'>18:04</var> UTC</small><br><strong>Investigating</strong> - There is an issue with Software Secure proctored exams and ID verification that is currently being investigated. Please do not attempt your Software Secure exam or ID verification at this time.</p>tag:support-status.edx.org,2005:Incident/87435182021-12-02T18:25:13Z2021-12-02T18:25:13ZSome custom exercises not loading<p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>18:25</var> UTC</small><br><strong>Resolved</strong> - Exercises are loading successfully again. This incident is now resolved.</p><p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>17:51</var> UTC</small><br><strong>Monitoring</strong> - The issue has now been identified and a fix has been implemented. We are closely monitoring the situation.</p><p><small>Dec <var data-var='date'> 2</var>, <var data-var='time'>17:31</var> UTC</small><br><strong>Investigating</strong> - A number of specific custom exercises are not loading and display the following error message: "Could not format HTML for problem. Contact course staff in the discussion forum for assistance."<br /><br />Our engineering team is currently investigating.</p>tag:support-status.edx.org,2005:Incident/83782942021-11-02T17:00:41Z2021-11-02T17:00:41ZDelayed Platform Tasks<p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>17:00</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>14:04</var> UTC</small><br><strong>Monitoring</strong> - A fix has been implemented and we're monitoring results.</p><p><small>Nov <var data-var='date'> 2</var>, <var data-var='time'>14:04</var> UTC</small><br><strong>Investigating</strong> - We are investigating an issue with slow tasks on the platform. Courses may see delayed delivery of course email, certificates, and other instructor tasks.</p>tag:support-status.edx.org,2005:Incident/83402372021-10-28T16:42:37Z2021-10-28T16:42:37ZDelayed Platform Tasks<p><small>Oct <var data-var='date'>28</var>, <var data-var='time'>16:42</var> UTC</small><br><strong>Resolved</strong> - This incident has been resolved. Thank you for your patience!</p><p><small>Oct <var data-var='date'>28</var>, <var data-var='time'>16:15</var> UTC</small><br><strong>Monitoring</strong> - A fix for slow tasks has been implemented and we're seeing certificate, course email, and other tasks resolve as usual. We are continuing to monitor the situation.</p><p><small>Oct <var data-var='date'>28</var>, <var data-var='time'>15:02</var> UTC</small><br><strong>Update</strong> - We are continuing to investigate this issue.</p><p><small>Oct <var data-var='date'>28</var>, <var data-var='time'>14:50</var> UTC</small><br><strong>Investigating</strong> - We are investigating an issue with slow tasks on the platform. Courses may see delayed delivery of course email, certificates, and other instructor tasks.</p>