LMS365 experienced a minor incident on December 14, 2023 affecting Learn365 North Europe and Learn365 United States and 1 more component, lasting 1h 51m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Dec 14, 2023, 08:33 AM UTC
We are currently experiencing issues with the display of items within learning modules in course player across all regions. Our team has identified the root cause and is actively working to resolve this issue. We are committed to providing timely updates as we progress towards resolution. Rest assured, we are prioritizing this incident to minimize disruptions. We sincerely apologize for any inconvenience this may cause. Please stay tuned for further updates. Thank you for your understanding and patience.
- monitoring Dec 14, 2023, 09:03 AM UTC
We have successfully implemented the fix, and learning module items that were shown as "unavailable" should now be displaying correctly. Upon investigation, we discovered that only a specific number of tenants were affected by the issue. Currently, we are closely monitoring the results of the fix. If you happen to encounter any lingering issues, please do not hesitate to contact us. Thank you for your patience and understanding throughout this process.
- resolved Dec 14, 2023, 10:25 AM UTC
After performing additional checks and receiving confirmation from customers, we would like to inform you that the issue is resolved now. Thank you for your patience and please let us know if you see any further issues.
- postmortem Dec 21, 2023, 09:09 AM UTC
Root Cause: The incident stemmed from the specific database settings that were causing incorrect display of learning module items that contain embedded links. Resolution: The team identified and addressed the root cause, implementing a fix that corrected the display of learning module items. Remediation items: * We have updated customer-dedicated databases to ensure that all of them have the required settings added in the specific table. * We are committed to enhancing our testing protocols to encompass a more comprehensive examination of learning module displays across various tenant environments to prevent similar errors from occurring in the future. We extend our sincerest apologies for any inconvenience caused during this period of disrupted learning module item displays. We deeply appreciate your patience, understanding, and collaboration in reporting and resolving this issue.