inRESONANCE Service Updates

Service updates are posted here, published automatically on the iR home page and available for subscription as an RSS feed.

  • Service Abnormality: Schoolyard Websites (RESOLVED)

    Nov 11 2016 - 2:21pm

    We are investigating some abnormalities in the hosting environment that may be causing interruptions in service for some SY websites. This page will be updated as we have new information. 

    UPDATE: [9:30 AM EST] This issue has been resolved. 

  • Unexpected Outage: Web Services (RESOLVED)

    Oct 25 2016 - 3:45pm

    At approximately 3:18PM Eastern Time on 25-OCT-2016, the inRESONANCE Web Services cluster went offline. This is affecting Inquiry and Application forms, Recommendations, Events, Notifications, School Forms Online (SFO), Family Access Module (FAM), Teacher Access v2 (TAM2), online Giving Forms, and BillPay. This does not affect Schoolyard websites. Our operations team is aware of the issue and is in the process of diagnosing and resolving the issue. We will post timely updates here as we bring services back online.

    UPDATE: [3:55 PM ET] The outage appears to be related to a networking issue in our data center. We are still working to determine the exact cause and fix the problem as soon as possible. Services are beginning to come back online.

    UPDATE: [4:17 PM ET] The outage is related to a networking issue in our data center. We are still working to determine the exact cause and fix the problem as soon as possible. Services are intermittent.

    UPDATE: [4:43 PM ET] The hardware, software and databases that support our web services cluster are all in tact. The current outage is strictly a services availability problem related to a networking issue in our data center. We are still working to determine the exact cause and fix the problem as soon as possible. Services are intermittent.

    UPDATE: [5:05 PM ET] We are still working to determine the exact cause and fix the problem as soon as possible. Services are intermittent.

    UPDATE: [5:31 PM ET] Services have begun to recover and we are seeing page load times coming back down to normal. Application server throughput is still unusually high as the cluster processes the backlog of requests. We are continuing to monitor the situation and are still looking for a root cause.

    UPDATE: [6:03 PM ET] Web services have again gone offline. We appreciate your patience during this outage as we work towards a resolution.

    UPDATE: [6:26 PM ET] We continue to experience network connectivity and performance issues in our web services cluster data center. These performance issues are preventing clients from connecting to the services hosted there. Our eingineers in the data center are continuing to work to restore services.

    UPDATE: [7:11 PM ET] Services have again been restored yet we still are working towards identifying a root cause and a permanent resolution.

    UPDATE: [7:45 PM ET] Services are performing as expected and we still are working towards identifying a root cause and a permanent resolution.

    UPDATE: [7:57 PM ET] While services have been restored for the moment, the root issue has still not been addressed and we expect that services may become unavailable again until a permanent resolution has been put in place. Our investigation continues and we will keep information coming as we uncover it.

    UPDATE: [8:18 PM ET] Services are still operating normally. Updates may come less frequently here until we have more information.

    UPDATE: [9:12 PM ET] Services continue to be available but are operating at less than peak performance. Application page loads may be longer than normal.

    UPDATE: [9:48 PM ET] Services are operating normally and the situation has been stabilized. Our data center was targeted by a distributed denial of service attack (DDoS) that took sime time to identify and mitigate. Note that this was an attack on the data center itself and not an attack that specifically targeted any inRESONANCE service. We are resuming normal operations but will continue to monitor the performance of our services as we do 24/7/365. If you have any concerns or encounter any performance or availability related problems with your inRESONANCE services, please open a support ticket ([email protected]). We appreciate your patience during this service interruption.

  • BROADCASTER Assets and PORTAL Direct Document Viewer Maintenance

    Aug 5 2016 - 10:15am

    The BROADCASTER Assets and PORTAL Direct Document Viewer services will be shut down for maintenance at 5PM EDT on Friday, August 5th 2016. The maintenance will last approximately 90 minutes. Neither service will be available during the maintenace window.

    UPDATE: as of Friday, August 5, 2016, 6:10PM, all services have been restored. Thanks for your patience.

  • Web Services Scheduled Maintenance March 25

    Mar 15 2016 - 2:29pm

    We have scheduled maintenance on our web cluster for Friday, March 25, 4:30 AM to 10:00 AM EDT. All inRESONANCE web services will be off line during this time. This includes Inquiry and Application forms, Recommendations, Events, Notifications, School Forms Online (SFO), Family Access Module (FAM), online Giving Forms, and BillPay. This does not affect Schoolyard websites.

    Update 9:30am EDT: The maintenance window has been extended to 11:30 AM EDT. Please watch this page for any further updates.

    Update: 11:30am EDT: The maintenance has concluded. All services have been restored.

  • SSO with Blackbaud (Whipple Hill) Service Outage (RESOLVED)

    Feb 10 2016 - 2:13pm

    Blackbaud has reported an issue where SSO authentication services are not operating as expected. As a result, end users may experience difficulties authenticating to inRESONANCE web services. We are actively working with Blackbaud to address the issue and will provide updates as they are available.

    UPDATE: As of 2:17PM ET, this issue is resolved.

  • SFO, PWS, GWS, and FAM Maintenance Window

    Sep 24 2014 - 2:49pm

    On Thursday, September 25th between 3:00 AM and 3:15 AM ET, the server cluster which hosts all instances of SFO, PWS, GWS, and FAM will undergo routine maintenance. During this maintenance, end users may experience unusual behavior including difficulty submitting forms. Users who experience trouble should wait a moment and try their form submission again. We have scheduled this maintenance for a time period which typically has the lowest user load. We appreciate your patience.

  • SFO, PWS, GWS, and FAM Maintenance Window

    Jul 8 2014 - 9:46am

    On Monday, July 14th between 3:00 AM and 3:30 AM ET, the server cluster which hosts all instances of SFO, PWS, GWS, and FAM will undergo testing of the failover systems. These systems are designed to provide high availability service in the event of a hardware failure. During the test, end users may experience unusual behavior including difficulty submitting forms. Users who experience trouble should wait a moment and try their form submission again. We have scheduled this test for a time period which typically has the lowest user load, and the testing is designed to take only a few minutes. We appreciate your patience during this test.

     

  • Heartbleed Update

    Apr 18 2014 - 2:50pm

    As a precautionary measure, we have installed a new SSL certificate on all inRESONANCE servers and revoked the old one. All users of inRESONANCE servers should take the additional precautionary measure of resetting the password for any accounts that may exist on these servers. If you need assistance or further information, please contact support at [email protected].

  • inRESONANCE Servers and the OpenSSL "Heartbleed" Vulnerability (CVE-2014-0160)

    Apr 9 2014 - 10:36am

    We don't normally publish updates on security vulnerabilities since keeping our servers up to date with the latest security patches is part of our regular maintenance, and generally involves no service interruptions for end users. Since this latest "Heartbleed" vulnerability is serious enough and has attracted enough attention from the public, (and we are starting to get a lot of questions from our customers and end users), we thought it warranted a public statement.

    In short, all services provided by inRESONANCE have been patched against the CVE-2014-0160 vulnerability. There is a wonderful utility provided by Filippo Valsorda where you can test a specific site against this vulnerability.

    If you have any specific questions, feel free to reach out to our support team ([email protected]) for more information.

    (Note: As of the time of publishing this note, both of the sites mentioned above are overwhelmed with requests, and page loads are very slow.)

  • PWS2 Applications and IE9 - Problem Resolved

    Dec 4 2012 - 7:15am

    As of 7AM EST, all PWS services are back to normal. IE9 end users can again access their online application.

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