SmartPass had 22 outages in the last 2 years totaling 6m of downtime — averaging 0.9 incidents per month.
There were 22 SmartPass outages since December 16, 2024 totaling 6m of downtime. Each is summarised below — incident details, duration, and resolution information.
We have identified an issue with our Redis cache, which resulted in errors in live updates, hall pass creation, and login. We have applied a fix and are monitoring as systems come back online.
This incident has been resolved.
Type: Incident Duration: 19 minutes Affected Components: iOS App, Website Feb 6, 13:02:59 GMT+0 - Investigating - We are currently investigating this incident. Feb 6, 13:22:25 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 2 hours and 52 minutes Affected Components: Website Feb 3, 18:37:46 GMT+0 - Investigating - We are currently investigating this incident. Feb 3, 18:46:28 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Feb 3, 21:30:01 GMT+0 - Resolved - This incident has been resolved. Our upstream provider has resolved the issue.
Type: Incident Duration: 58 minutes Affected Components: Website Jan 29, 13:53:00 GMT+0 - Identified - We are continuing to work on a fix for this incident. Jan 29, 14:50:40 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Affected Components: iOS App, Website Jan 12, 14:54:00 GMT+0 - Investigating - We are currently investigating this incident. Jan 12, 15:18:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 1 hour and 16 minutes Affected Components: iOS App, Website Jan 8, 19:30:00 GMT+0 - Investigating - We are currently investigating this incident. Jan 8, 19:42:03 GMT+0 - Identified - We are continuing to work on a fix for this incident. Jan 8, 20:31:57 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Scheduled passes may not trigger on time. Jan 8, 20:45:40 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 1 hour and 13 minutes Affected Components: iOS App, Website Nov 10, 14:51:00 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Nov 10, 16:04:22 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 8 minutes Affected Components: Website, iOS App Oct 22, 17:43:00 GMT+0 - Investigating - Users are experiencing errors when accessing SmartPass Oct 22, 17:51:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 28 minutes Affected Components: Website Oct 14, 17:34:17 GMT+0 - Identified - We are continuing to work on a fix for this incident. Oct 14, 17:59:38 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Oct 14, 18:02:31 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 48 minutes Affected Components: Website, iOS App Sep 16, 14:50:00 GMT+0 - Investigating - We are currently investigating reports of errors when logging in using the Google integration. Sep 16, 15:22:08 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Sep 16, 15:38:21 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Affected Components: Website Sep 15, 21:42:00 GMT+0 - Resolved - This incident has been resolved. Sep 15, 22:42:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 59 minutes Affected Components: Website, iOS App Jun 12, 18:15:54 GMT+0 - Investigating - Profile pictures are currently not visible for some schools Jun 12, 18:35:13 GMT+0 - Identified - We are investigating an issue with our upstream service provider. Parts of the SmartPass app may appear slow to load. Jun 12, 18:43:52 GMT+0 - Identified - Google Cloud appears to be experiencing prolonged issues. We are continuing to monitor SmartPass services, but workflows may be slow or degraded while Google resolves the issues on their end. Jun 12, 19:15:00 GMT+0 - Resolved - Google Cloud is functional again as of 3:15 PM ET. SmartPass is fully operational.
Type: Incident Duration: 16 hours and 8 minutes Affected Components: Website, iOS App Jun 10, 07:44:00 GMT+0 - Identified - The Analytics page is currently unavailable, due to a system outage with our upstream provider. We are monitoring the status of the analytics service. All other functionality, including Hall Passes, are fully operational at this time. Jun 10, 23:52:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 35 minutes Affected Components: Website, iOS App May 8, 17:39:00 GMT+0 - Investigating - We are currently investigating this incident. May 8, 18:13:54 GMT+0 - Resolved - This incident has been resolved. May 8, 18:12:03 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result.
Type: Incident Duration: 21 minutes Affected Components: Website May 5, 18:55:00 GMT+0 - Investigating - May 5, 19:16:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 20 minutes Affected Components: iOS App Feb 21, 16:30:53 GMT+0 - Resolved - This incident has been resolved. Feb 21, 15:05:00 GMT+0 - Investigating - We are currently investigating this incident.
Type: Incident Affected Components: Website Feb 7, 14:58:00 GMT+0 - Resolved - This incident has been resolved. Feb 7, 14:02:00 GMT+0 - Investigating - For about an hour this morning, students were unable to see all activities in a flex period when attempting to sign up. The issue has been resolved.
Type: Incident Duration: 3 hours and 35 minutes Affected Components: Website Feb 4, 13:30:00 GMT+0 - Investigating - We're investigating reports of users unable to create passes in kiosk mode. Feb 4, 16:53:15 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Please make sure to refresh your browser to get the latest fixes. Feb 4, 17:05:00 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 6 hours and 34 minutes Affected Components: Website Feb 3, 16:29:45 GMT+0 - Investigating - We have received multiple reports of degraded performance (lagging, freezing) on the Hall Monitor page. We are investigating these issues. Feb 3, 20:49:49 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Please reach out to Support if you experience further issues after refreshing the page. Feb 3, 23:03:19 GMT+0 - Resolved - This incident has been resolved.
Type: Incident Duration: 15 minutes Affected Components: Website, iOS App Jan 28, 20:47:00 GMT+0 - Investigating - During this time some customers were not able to end hall passes. Jan 28, 22:18:00 GMT+0 - Resolved - This incident has been resolved. Customers are now able to end hall passes.
Type: Incident Duration: 10 minutes Affected Components: Website, iOS App Jan 17, 16:44:38 GMT+0 - Monitoring - Fixed issue, monitoring as error rates come back down. Jan 17, 16:48:31 GMT+0 - Resolved - Issue has been resolved, SmartPass is fully operational. Jan 17, 16:38:06 GMT+0 - Identified - We are continuing to work on a fix for this incident.
Type: Incident Duration: 17 minutes Affected Components: Website, iOS App Dec 16, 18:08:42 GMT+0 - Investigating - We're investigating increased 500 errors. Dec 16, 18:15:31 GMT+0 - Monitoring - We implemented a fix and are currently monitoring the result. Dec 16, 18:25:25 GMT+0 - Resolved - The incident has been resolved, all SmartPass systems are operational.