iClassPro
All Systems Operational
iClassPro Application   ? Operational
Parent Portal   ? Operational
Staff Portal   Operational
Public Website   ? Operational
Support Website   ? Operational
Support Telephone System   Operational
iClassPro Merchant Services   ? Operational
Outgoing SMS / MMS Messaging   ? Operational
Outgoing Voice Broadcast   ? Operational
New Relic Availability Monitoring   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
System Metrics Month Week Day
Application Uptime
Fetching
Application Performance Index (Apdex) Score
Fetching
Application Response Time
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Past Incidents
Oct 23, 2017

No incidents reported today.

Oct 22, 2017

No incidents reported.

Oct 21, 2017

No incidents reported.

Oct 20, 2017

No incidents reported.

Oct 19, 2017
Resolved - The database layer is running at full capacity. We will be reviewing logs with our database administrators and the vendor support team to determine the cause of the problem.
Oct 19, 07:39 CDT
Update - We have taken the application out of maintenance mode. Database recovery is still in progress and we will continue to make updates.
Oct 19, 02:03 CDT
Update - We will be placing the application in maintenance mode in 10 minutes in order to bring our full database layer back into production.
Oct 18, 23:50 CDT
Update - The unexpected failure of the database layer earlier today is still under investigation. The system was discovered to have a highly unusual backlog of transactions waiting to be saved. While performing a routine restart one of our databases, it caused an unexpected, immediate failure of the system as a whole. We then encountered unusual difficulty in bringing the entire system back online.

The database administrators found a configuration setting that appears to have caused abnormally long update times under certain circumstances. This configuration setting was changed and the application has been running well even on reduced system capacity. In order to bring the database layer back up to full capacity, we need to schedule about 30 - 45 minutes of downtime to sync all the systems. We will begin this process at midnight Central time (US) tonight.
Oct 18, 19:34 CDT
Update - We are currently running on reduced database layer capacity, but the application should be available for use. We'll continue to provide updates as we progress through this recovery.
Oct 18, 10:59 CDT
Update - Full database recovery is underway. 30+ minutes may be necessary.
Oct 18, 10:16 CDT
Update - We found one of the database servers needed to have the software restarted. When it was restarted, the entire database layer failed. We are working very hard to get it back online.
Oct 18, 10:08 CDT
Investigating - iClassPro is investigating the cause of application errors.
Oct 18, 09:49 CDT
Oct 17, 2017

No incidents reported.

Oct 16, 2017

No incidents reported.

Oct 15, 2017

No incidents reported.

Oct 14, 2017

No incidents reported.

Oct 13, 2017
Postmortem - Read details
Oct 17, 11:19 CDT
Resolved - We have identified and resolved the issue causing system instability.

There were some incidents of duplicate payments being processed between Friday, 10/6/17 and Friday, 10/13/17. As a precaution, we recommend checking the payment gateway to verify all payments are correctly recorded in iClassPro. If you need assistance, please contact us via phone (903-353-9329) or web (https://support.iclasspro.com/hc/en-us/requests/new).

Customers using PayWay may need to make adjustments their settings to include the following IP addresses:
206.188.31.112, 206.188.31.113, 206.188.31.115, 64.27.116.240, 64.27.116.241, 64.27.116.242
Oct 13, 10:42 CDT
Update - In order to prevent duplicate transactions as we work to restore the full functionality of the application, we are temporarily disabling the customer/parent portal. Work on returning to full functionality is ongoing and we will update the status page as information becomes available.
Oct 12, 10:02 CDT
Monitoring - We are continuing to monitor the application status and will provide updates as they come in.
Oct 11, 16:40 CDT
Investigating - Some users are reporting an issue that is impacting access to the iClassPro application. Please accept our apologies for the interruption, we are working to restore functionality as quickly as possible.

If you are seeing errors when attempting to process payments, please double check your gateway to verify if the payment was actually processed or not. These payments may need to be manually recorded in iClassPro.
Oct 11, 15:21 CDT
Oct 11, 2017
Resolved - This incident has been resolved.
Oct 11, 13:19 CDT
Investigating - Some users are reporting an issue that is impacting access to the iClassPro application. Please accept our apologies for the interruption, we are working to restore functionality as quickly as possible.

If you are seeing errors when attempting to process payments, please double check your gateway to verify if the payment was actually processed or not. These payments may need to be manually recorded in iClassPro.
Oct 11, 11:20 CDT
Oct 10, 2017

No incidents reported.

Oct 9, 2017
Completed - We've completed our scheduled maintenance. If you're still experiencing issues, please reach out to our support department via phone (903.353.9329) or web: https://support.iclasspro.com/hc/en-us/requests/new
Oct 9, 11:20 CDT
Update - Issues related to login should be fully resolved. For our customers using PayWay for processing you will need to log in to PayWay and go to:
- "Setup API" -> Security
- Add the new IP addresses:
64.27.116.240
64.27.116.241
64.27.116.242

This will fix payment-failure related issues.
Oct 9, 08:21 CDT
Update - We are continuing work on a few additional issues including an issue that causes a user to be logged out after a short period of time and elevated error levels.
Oct 6, 16:20 CDT
Update - Maintenance Update: The issues with logging in have been resolved, there are a few remaining issues we are working to resolve now.
Oct 6, 14:10 CDT
Verifying - While the application is up, some users are reporting issues with logging in. Many have reported success after clearing their cache and cookies and restarting their browser. We are currently working on a fix for this issue.
Oct 6, 11:46 CDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Oct 6, 07:15 CDT
Scheduled - We are currently performing infrastructure upgrades. We are replacing systems that will increase the performance and security of iClassPro. During this upgrade, iClassPro (including the staff and customer portals) may experience intermittent interruptions in service. After the maintenance is complete, all systems will be operational but may require you to log back into your account. We will update our status (http://status.iclasspro.com/) and Facebook (https://www.facebook.com/iclasspro) page as soon as we are done and all systems are go.

We will do our absolute best to complete this operation as fast as possible. We appreciate your patience and understanding. As always, if you have questions or issues, please submit them at: https://support.iclasspro.com/hc/en-us/requests/new.
Oct 6, 07:09 CDT