Is LMS365 down?

We are currently experiencing an issue affecting learner progress management actions in Learn365. Some customers may be unable to clear learner progress, edit learner progress, or force a retake. These actions may keep loading without completing or return an error. Our engineering team has identified the issue as related to a recent migration and is actively working on a fix. We expect the fix to be available soon. We will provide further updates as soon as more information is available.

The fix has been deployed, and the affected functionality should now be working as expected. If you experience any unexpected behavior, please reach out to our Support team by submitting a ticket: https://helpcenter.zensai.com/hc/en-us/articles/14197648878237-How-to-contact-Zensai-Product-Support

### **Root Cause and Analysis** During the **Learn Service deployment**, a database migration script removed a column that was still actively referenced by the monolith service. The Learn Service deployment should have been performed only after a prior monolith deployment. That prior deployment would have removed the remaining dependency on the column. However, this deployment order dependency was not formally documented or communicated to the Release Manager before the release. In addition, an established but undocumented engineering best practice was not followed: **database column removal should be done in a separate, later release after the column has already been removed from the application entity**. Removing the column within the same release increased the risk of compatibility issues between services. Several contributing factors also increased the likelihood of human error, including: * insufficient cross-team communication around deployment order dependencies; * a high number of concurrent work items; * delayed Staging validation due to a significant regression backlog; * reduced QA capacity due to team members being on leave. ### **Resolution** Once the root cause was identified, the rollback part of the database migration script was extracted and applied as a **hotfix** to the Learn Service. This restored the removed database column and re-established compatibility with the monolith service. After the hotfix was applied, the affected functionality was restored. ### **Remediation Items** To reduce the risk of similar incidents in the future, we are implementing the following improvements: **Improved deployment dependency communication** Deployment order dependencies must be explicitly documented and communicated to the Release Manager before any deployment request. **Formalized database migration guidelines** The rule that database column removal must be separated from application-level entity changes into a later release will be added to official engineering guidelines and release checklists. **AI-assisted deployment review** An AI agent has been developed and deployed to help detect and flag potentially risky migration patterns, including column removals that may still have active cross-service dependencies. **Stronger release readiness gates** Additional validation checkpoints will be introduced to ensure Staging sign-off and critical release checks are not bypassed or delayed due to workload or resource constraints. We apologize for the disruption this caused and appreciate your patience while our teams investigated and resolved the issue.

We have identified the cause of an issue where course pages and course flyouts may fail to load in the new UI for customers whose subscription plan does not include the Skills service. Our team is currently working on a fix. In the meantime, the old UI is not affected and can be used as a temporary workaround. We will provide an update as soon as the fix is available.

We are continuing to work on a fix for this issue.

The fix has been deployed to production, and the issue should now be resolved. If you still experience any problems, please try clearing your browser cache and cookies or opening the page in an incognito/private browser window. If you have any further questions or continue to experience issues, please contact our Support team.

This incident has been resolved.

Between 05:30 and 07:30 CET, we experienced an issue in the Central US region affecting the Audit service. During this period, certain user profile synchronization events resulted in unexpected audit behavior. The issue has been identified and addressed, and the service is operating normally. We are reviewing additional safeguards to prevent similar occurrences in the future.

We have identified an issue where courses fail to load in the mobile application. This issue impacts all users attempting to access course content via the Learn365 Mobile application. Our engineering team is actively working on resolving issue. We will provide an update as soon as further progress is available.

We are continuing to work on a fix for this issue.

A fix has been successfully deployed to the production environment to address the issue causing courses not to load in the mobile application. We are currently monitoring the situation closely to ensure system stability and confirm that courses are loading as expected. Further updates will be shared if necessary.

This incident has been resolved.