Ellucian experienced a major incident on April 1, 2024 affecting Ellucian Advance and Ellucian Recruit and 1 more component, lasting 3d 17h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 01, 2024, 06:38 PM UTC
Some Ellucian CRM Recruit and Advance customers are experiencing issues with the payment gateway service. Ellucian engineers are working to address the Payment Gateway issue
- identified Apr 01, 2024, 07:32 PM UTC
Ellucian engineers continue to work on resolving Payment Gateway processing issues for impacted Ellucian CRM Recruit and Advance customers and are resolving processing issues for FM Calc customers.
- identified Apr 01, 2024, 08:35 PM UTC
Ellucian engineers are continuing work to resolve processing issues for FM Calc and for Payment Gateway used by some Ellucian CRM Recruit and Advance customers. We will post further updates as processing issues are resolved.
- identified Apr 01, 2024, 09:53 PM UTC
Ellucian engineers are continuing to work on resolving the service issues with FM Calc processing. Configuration updates to address Payment Gateway processing issues for Ellucian CRM Recruit and Ellucian CRM Advance customers is underway.
- identified Apr 01, 2024, 11:00 PM UTC
Ellucian engineers are updating Payment Gateway configurations to restore service for impacted CRM Advance and Recruit customers, and engineers are still working to resolve the FMCALC processing issue. Further updates will be posted as resolution continues.
- identified Apr 02, 2024, 01:43 AM UTC
Ellucian engineers have remediated the issue with FM/IM calculation processing. Per-client configuration for impacted CRM Payment Gateway users is continuing to be updated to resolve Payment Gateway issues.
- identified Apr 02, 2024, 05:13 PM UTC
Ellucian engineers are continuing to validate customer configuration details to resolve the remaining processing issues with the CRM Payment Gateway for Ellucian CRM Recruit and Ellucian CRM Advance.
- identified Apr 02, 2024, 09:52 PM UTC
Ellucian engineers continue to validate customer configuration details in the Payment Gateway for Ellucian CRM Recruit and Ellucian CRM Advance. Further updates will be made as this work completes.
- monitoring Apr 03, 2024, 01:12 AM UTC
Ellucian engineers have validated available CRM Payment Gateway configurations to resolve payment issues for Ellucian CRM Recruit and Ellucian CRM Advance customers. Engineers will continue to monitor the service. If you are experiencing continued CRM Payment Gateway issues, please contact Action Line.
- identified Apr 03, 2024, 01:41 PM UTC
Ellucian engineers have discovered further processing issues with payment transactions using the CRM payment gateway for Ellucian CRM Recruit and Ellucian CRM Advance. Engineers are coordinating with payment vendors to resolve these issues and will provide further updates.
- monitoring Apr 03, 2024, 10:46 PM UTC
Ellucian engineers have completed updates to the CRM payment gateway configuration using available setup details to resolve payment issues for Ellucian CRM Recruit and Ellucian CRM Advance. Customers still experiencing payment transaction issues should contact Action Line.
- monitoring Apr 04, 2024, 09:32 PM UTC
Ellucian engineers are completing validation for CRM payment gateway processing for all CRM Recruit and CRM Advance customers. If you experience further payment processing issues, please reach out to Action Line.
- resolved Apr 05, 2024, 12:33 PM UTC
Validation for CRM payment gateway processing for all CRM Recruit and CRM Advance customers is completing. If you experience further payment processing issues, please reach out to Action Line.