SmartTech Outage History

Started Oct 26, 2026, 04:10 PM UTC· resolved Oct 26, 2026, 04:43 PM UTC

1. investigating Oct 26, 2026, 04:10 PM UTC

   We are currently investigation reports of very slow responses and timeouts in Lumio, including resource and session management.

2. investigating Oct 26, 2026, 04:11 PM UTC

   We are continuing to investigate this issue.

3. monitoring Oct 26, 2026, 04:19 PM UTC

   Lumio performance is returning to normal. We will continue to monitor our systems for any changes.

4. resolved Oct 26, 2026, 04:43 PM UTC

   This incident has been resolved.

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Started Sep 15, 2026, 02:33 PM UTC· resolved Sep 15, 2026, 03:14 PM UTC

1. identified Sep 15, 2026, 02:33 PM UTC

   The issue has been identified and the infrastructure is scaling to resolve the problem.

2. monitoring Sep 15, 2026, 02:46 PM UTC

   The API requests are working now as expected, we remain monitoring to ensure that the system continues behaving as normal

3. resolved Sep 15, 2026, 03:14 PM UTC

   This incident has been resolved.

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Started Sep 04, 2026, 03:51 PM UTC· resolved Sep 05, 2026, 01:59 AM UTC

1. monitoring Sep 04, 2026, 03:51 PM UTC

   we have had a connectivity issue to one of our Firebase shards that has affected the ability of users to start new sessions and editing lessons which should be resolved now. We remain monitoring the situation to confirm that the incident doesn't reproduce again.

2. resolved Sep 05, 2026, 01:59 AM UTC

   This incident has been resolved.

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Started Aug 07, 2026, 04:28 AM UTC· resolved Aug 10, 2026, 03:03 PM UTC

1. identified Aug 07, 2026, 04:28 AM UTC

   We have identified an issue where purchases of Lumio via credit card will fail to apply the correct entitlement to the purchaser even though the purchase flow is completed. We are retroactively applying the correct entitlements to recent purchases, and are preparing a complete fix.

2. monitoring Aug 07, 2026, 07:50 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Aug 07, 2026, 07:51 PM UTC

   We are continuing to monitor for any further issues.

4. resolved Aug 10, 2026, 03:03 PM UTC

   This incident has been resolved.

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Started Aug 04, 2026, 04:16 PM UTC· resolved Aug 04, 2026, 05:48 PM UTC

1. investigating Aug 04, 2026, 04:16 PM UTC

   We are currently investigating an issue where search services are not available in Notebook or iQ

2. identified Aug 04, 2026, 04:41 PM UTC

   The issue has been identified and a fix is being implemented.

3. resolved Aug 04, 2026, 05:48 PM UTC

   This incident has been resolved. Video search is working in iQ and Notebook again. We apologize for the service disruption.

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Started May 11, 2026, 04:04 PM UTC· resolved May 12, 2026, 01:51 AM UTC

1. investigating May 11, 2026, 04:04 PM UTC

   We are currently investigating an issue where linking to Canvas resources from Lumio is failing.

2. investigating May 11, 2026, 04:45 PM UTC

   Users cannot embed lessons into Canvas assignments. It is still possible to open Lumio from the Canvas app and interact with existing assignments.

3. identified May 11, 2026, 07:09 PM UTC

   We have identified an issue with Lumio - Canvas integration and are working on a fix.

4. identified May 11, 2026, 10:00 PM UTC

   We are continuing to work towards resolution of the issue and expect to provide an update within approximately 4 hours.

5. resolved May 12, 2026, 01:51 AM UTC

   Canvas integration has been restored. We thank you for your patience while we resolve this issue.

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Started May 09, 2026, 08:14 PM UTC· resolved May 09, 2026, 10:06 PM UTC

1. investigating May 09, 2026, 08:14 PM UTC

   We are currently investigating an issue where users are not able to log into Lumio, and will see a spinner instead.

2. investigating May 09, 2026, 10:05 PM UTC

   We are continuing to investigate this issue.

3. resolved May 09, 2026, 10:06 PM UTC

   This incident has been resolved.

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Started Apr 01, 2026, 04:58 PM UTC· resolved Apr 02, 2026, 01:04 PM UTC

1. investigating Apr 01, 2026, 04:58 PM UTC

   Lumio is currently unavailable due to AWS regional outage in Middle East area. We are currently investigating the issue.

2. investigating Apr 01, 2026, 11:12 PM UTC

   A fix has been deployed and we are continuing to monitor the results.

3. resolved Apr 02, 2026, 01:04 PM UTC

   The issue has been resolved. Thank you for your patience.

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Started Mar 24, 2026, 08:06 PM UTC· resolved Apr 08, 2026, 09:00 PM UTC

1. investigating Mar 24, 2026, 08:06 PM UTC

   Lumio is currently experiencing an intermittent issue preventing some users from using Lumio. Affected users may see a delay in loading Lumio or an error message: “website is temporarily unavailable”. We believe we have identified the cause and are working to resolve it.

2. monitoring Mar 24, 2026, 11:07 PM UTC

   A fix has been deployed and we are continuing to monitor the results.

3. monitoring Mar 25, 2026, 02:23 PM UTC

   We continue monitoring the situation after the fix released yesterday, making sure that the service is working as expected.

4. investigating Mar 25, 2026, 05:29 PM UTC

   We are still experiencing occasional errors and performance slowdowns as a result of high service load. The team is currently investigating.

5. investigating Mar 25, 2026, 09:05 PM UTC

   We are continuing to investigate this issue.

6. investigating Mar 25, 2026, 10:38 PM UTC

   Lumio is stable now and we will continue to monitor

7. investigating Mar 25, 2026, 10:41 PM UTC

   Lumio is stable now and we will continue to monitor

8. investigating Mar 27, 2026, 02:58 PM UTC

   We still see some intermittent issues with the service, so we are continuing to investigate the ongoing issue and monitoring the fix deployed.

9. investigating Mar 30, 2026, 10:41 PM UTC

   We are continuing to investigate this issue.

10. investigating Apr 01, 2026, 04:50 PM UTC

    We are continuing to investigate this issue.

11. investigating Apr 01, 2026, 11:09 PM UTC

    We still see some intermittent issues with the service, so we are continuing to investigate the ongoing issue and monitoring the fix deployed.

12. investigating Apr 06, 2026, 09:37 AM UTC

    We are monitoring the status of the service as we continue working to solve the problems that we were seeing last week.

13. monitoring Apr 07, 2026, 09:23 PM UTC

    We believe the issue has been resolved, and Lumio should now be stable. We will continue to monitor the system to ensure it remains stable.

14. resolved Apr 08, 2026, 09:00 PM UTC

    Lumio is now stable. This incident is resolved. Thank you for your patience.

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Started Feb 10, 2026, 02:49 PM UTC· resolved Feb 10, 2026, 04:32 PM UTC

1. investigating Feb 10, 2026, 02:49 PM UTC

   We are currently experiencing a service degradation with SMARTMirror. Some meetings will have 6 digits, but others will have 10-digit meeting ID's. We are actively working on the issue and will keep you updated on progress. We apologize for the inconvenience this may cause your users, and fully restoring service is our number one priority.

2. resolved Feb 10, 2026, 04:32 PM UTC

   We’re pleased to confirm that normal service has now been fully restored. Our engineering team has verified that meeting ID creation and related functionality are operating as expected. We’ll continue to monitor performance closely to ensure stability. We recognize the disruption this caused and sincerely appreciate your patience and understanding while we worked through the issue.

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Started Jan 20, 2026, 04:17 PM UTC· resolved Jan 20, 2026, 06:29 PM UTC

1. investigating Jan 20, 2026, 04:17 PM UTC

   We are currently experiencing a service degradation with SMARTMirror. Some meetings will have 6 digits, but others will have 10-digit meeting ID's. We are actively working on the issue and will keep you updated on progress. We apologize for the inconvenience this may cause your users, and fully restoring service is our number one priority.

2. resolved Jan 20, 2026, 06:29 PM UTC

   We’re pleased to confirm that normal service has now been fully restored. Our engineering team has verified that meeting ID creation and related functionality are operating as expected. We’ll continue to monitor performance closely to ensure stability. We recognize the disruption this caused and sincerely appreciate your patience and understanding while we worked through the issue.

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Started Nov 24, 2025, 04:04 PM UTC· resolved Nov 24, 2025, 04:47 PM UTC

1. investigating Nov 24, 2025, 04:04 PM UTC

   We are currently investigating an issue that is preventing users to select the standards and strands when creating quizzes using the AI assistant. Quizzes can still be generated but without the personalization that the standards and strands would provide. We will update the incident as soon as we have updates

2. resolved Nov 24, 2025, 04:47 PM UTC

   The incident has been resolved and the service is working as expected. We will continue monitoring the service to ensure that the issue is not reproducing again

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Started Nov 12, 2025, 08:29 PM UTC· resolved Nov 13, 2025, 02:42 AM UTC

1. investigating Nov 12, 2025, 08:29 PM UTC

   We are currently investigating an issue where AI assisted lesson generation is failing with an error message." This does not affect AI assisted quiz generation. We will provide updates as we learn more.

2. investigating Nov 12, 2025, 11:08 PM UTC

   We are continuing to investigate the AI-assisted lesson generation failure in non-EU regions. While we work with our technology partners on identifying the root cause, we are preparing potential mitigations to resume service as soon as possible.

3. resolved Nov 13, 2025, 02:42 AM UTC

   The issue with AI-assisted lesson generation has been resolved. Thank you for your patience.

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Started Oct 29, 2025, 04:28 PM UTC· resolved Oct 29, 2025, 11:16 PM UTC

1. investigating Oct 29, 2025, 04:28 PM UTC

   We are currently experiencing an issue with some SMART Mirror devices creating 6 digit meeting ID's with sessions reverting back to 10 Digit ID's. We are actively working on the issue and will keep you updated on progress.

2. investigating Oct 29, 2025, 11:14 PM UTC

   We are continuing to investigate this issue.

3. resolved Oct 29, 2025, 11:16 PM UTC

   This incident has been resolved.

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Started Oct 23, 2025, 06:09 PM UTC· resolved Oct 23, 2025, 07:01 PM UTC

1. investigating Oct 23, 2025, 06:09 PM UTC

   We are currently experiencing an issue with some SMART Mirror devices. We are investigating the issue and will keep you updated on progress.

2. resolved Oct 23, 2025, 07:01 PM UTC

   The issue has been resolved. Thank you for your patience. Users may have to start the Mirror app on their panel to restore functionality.

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Started Oct 16, 2025, 06:00 PM UTC· resolved Oct 16, 2025, 06:34 PM UTC

1. investigating Oct 16, 2025, 06:00 PM UTC

   There’s a Lumio disruption. We are currently investigating issue where Users can't login to Lumio. Lumio users may see a 'website is temporarily unavailable message'. We understand how important Lumio is for you. We apologize for any inconvenience this may cause and appreciate your patience. We are currently investigating, and updates will be provided as more information becomes available.

2. investigating Oct 16, 2025, 06:33 PM UTC

   We are continuing to investigate this issue.

3. resolved Oct 16, 2025, 06:34 PM UTC

   The issue is resolved. Users should be able to use all Lumio features.

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Started Oct 14, 2025, 02:26 PM UTC· resolved Oct 14, 2025, 03:48 PM UTC

1. investigating Oct 14, 2025, 02:26 PM UTC

   We are currently experiencing an issue with some SMART Mirror devices creating 6 digit meeting ID's with sessions reverting back to 10 Digit ID's. We are actively working on the issue and will keep you updated on progress.

2. resolved Oct 14, 2025, 03:48 PM UTC

   The issue has been resolved. Thank you for your patience. Users may have to start the Mirror app on their panel to restore functionality.

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Started Oct 01, 2025, 07:53 PM UTC· resolved Oct 01, 2025, 08:30 PM UTC

1. identified Oct 01, 2025, 07:53 PM UTC

   We are currently investigating issue where Users can't login to Lumio. Lumio users may see a 'website is temporarily unavailable message'. We believe we have identified the cause and are working to resolve it.

2. resolved Oct 01, 2025, 08:30 PM UTC

   The issue is resolved. Users should be able to use all Lumio features.

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Started Sep 18, 2025, 04:18 PM UTC· resolved Sep 18, 2025, 06:56 PM UTC

1. investigating Sep 18, 2025, 04:18 PM UTC

   We are currently investigating issue where Users can't login to Lumio. Lumio users may see a 'website is temporarily unavailable message'.

2. monitoring Sep 18, 2025, 05:16 PM UTC

   We believe the issue had been resolved and Users should be able to login to Lumio. We will continue to monitor the recovery.

3. resolved Sep 18, 2025, 06:56 PM UTC

   Issue is resolved. Users should be able to login to Lumio

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Started Aug 28, 2025, 04:19 PM UTC· resolved Aug 29, 2025, 10:47 PM UTC

1. investigating Aug 28, 2025, 04:19 PM UTC

   We are currently experiencing a service disruption with our Splunk monitoring platform. While no direct customer impact has been identified at this time, our ability to detect and respond to potential service outages through automated alerting has been compromised. This temporary loss of monitoring visibility affects our operational oversight capabilities, and we are actively working to restore full functionality. All teams should remain vigilant for any service anomalies that would normally be captured through our standard monitoring protocols.

2. investigating Aug 29, 2025, 05:22 PM UTC

   We continue to experience delays with our Splunk monitoring platform, though some improvement has been observed. We have identified Splunk scheduler issues and have opened a support ticket with Splunk for resolution. No customer impact has been identified. Teams should continue manual monitoring until full automated alerting is restored.

3. resolved Aug 29, 2025, 10:47 PM UTC

   Our Splunk monitoring platform has been fully restored to normal operation. All automated alerting and monitoring capabilities are now functioning as expected. We will continue working with Splunk to prevent reoccurrence. Thank you for your patience during this incident.

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Started Aug 11, 2025, 02:51 PM UTC· resolved Sep 09, 2025, 08:38 PM UTC

1. investigating Aug 11, 2025, 02:51 PM UTC

   Microsoft has made the decision to retire the services that powered image and video search in SMART’s software, causing these services to break for iQ3, iQ4, and SMART Notebook users. SMART’s teams are working to update this feature with new search providers as soon as possible. In the meantime, here are some tips for using images and videos when preparing lessons for your SMART Board: https://downloads.smarttech.com/media/sitecore/en/support/product/iq/other/Software_search_changes_messaging-Bing_EOL-Aug2025.pdf

2. investigating Aug 11, 2025, 04:31 PM UTC

   We are continuing to investigate this issue.

3. investigating Aug 14, 2025, 02:35 PM UTC

   Microsoft has retired the services that powered image and video search in SMART’s software. Make sure to update your SMART software to the latest version to avoid disruptions to your workflows: • iQ 3.16 SP3 • iQ 4.6 • SMART Notebook 25.0 SP1 The above downloads are available at http://support.smarttech.com/downloads or over-the-air (for SMART Board displays) and through SMART's Product Updater (Notebook). As of August 13th, 2025: Due to search quota limits imposed by our (new) provider, YouTube, video search functionality may not work as expected at this time. We are actively working with YouTube to increase these limits and are currently awaiting approval. In the meantime, we’ve documented available workarounds to help teachers continue accessing video content while preparing lessons for their SMART Boards here: http://downloads.smarttech.com/media/sitecore/en/support/product/iq/other/Software_search_changes_messaging-Bing_EOL-Aug2025.pdf?_gl=1*16m5avu*_gcl_au*MjEwODY0NTg3OS4xNzUwNzc2MjU4*_ga*MTY0MTk1MTc1LjE3NTA3NzYyNTg.*_ga_659C3L7DXH*czE3NTUxNzg3OTQkbzEwNiRnMSR0MTc1NTE3OTM1NiRqNjAkbDAkaDA.

4. investigating Aug 28, 2025, 08:17 PM UTC

   As of August 28th, 2025: Due to search quota limits imposed by our provider, YouTube, video search functionality may not work as expected at this time. We are working with YouTube to increase these limits, but their approval process has been slower than anticipated. In parallel we are exploring other solutions. While we are getting closer to a permanent resolution, it isn't finalized yet.

5. resolved Sep 09, 2025, 08:38 PM UTC

   We have pushed an update to the video search service in SMART’s software that resolves the prior YouTube quota issue. Users now have access to the video search service in iQ 3.16 SP3, iQ 4.6, and Notebook 25.0 SP1; no additional update is required.

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Started Jul 03, 2025, 08:03 PM UTC· resolved Jul 15, 2025, 05:02 PM UTC

1. monitoring Jul 03, 2025, 08:03 PM UTC

   We are currently experiencing issues with image search functionality in Notebook and Lumio, where search results are returning empty or poor quality. This is due to a service disruption at Microsoft's Bing Image Search endpoint. We are opening a support ticket with Microsoft and will monitor the situation closely. We apologize for any inconvenience and will provide updates as they become available.

2. monitoring Jul 10, 2025, 08:11 PM UTC

   Microsoft product team is actively working on the issue. We are continuing to monitor progress.

3. monitoring Jul 14, 2025, 09:16 PM UTC

   Performance of Bing Image search is improved but we are continuing to monitor.

4. monitoring Jul 14, 2025, 09:17 PM UTC

   We are continuing to monitor for any further issues.

5. resolved Jul 15, 2025, 05:02 PM UTC

   The image search issues have been resolved. Image search results are now loading normally. Thank you for your patience.

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Started Jun 16, 2025, 05:31 PM UTC· resolved Jun 16, 2025, 08:46 PM UTC

1. investigating Jun 16, 2025, 05:31 PM UTC

   Admin portal in EU region is experiencing login failure issues. We are investigating

2. monitoring Jun 16, 2025, 06:45 PM UTC

   outage seems to be over and user can login to Adminportal in EU region. we will keep monitoring the situation.

3. resolved Jun 16, 2025, 08:46 PM UTC

   The outage has been resolved

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Started Jun 12, 2025, 06:42 PM UTC· resolved Jun 12, 2025, 10:42 PM UTC

1. investigating Jun 12, 2025, 06:42 PM UTC

   Our cloud hosting provider is currently experiencing an outage which is impacting Lumio access and logins to other SMART products, including Notebook and iQ. We are investigating and will provide updates as we receive them.

2. monitoring Jun 12, 2025, 07:25 PM UTC

   We are continuing to monitor the global cloud outage at Google, and expect SMART Services to be restored in tandem with the resolution of this outage. We will continue to provide updates as we see the status change.

3. monitoring Jun 12, 2025, 08:31 PM UTC

   Google is reporting that they have repaired the issue across most regions and we can confirm that SMART services and Lumio are available for many of our customers, but not all. There is no ETA for complete recovery, and we will continue to monitor.

4. resolved Jun 12, 2025, 10:42 PM UTC

   The Google services we depend on are operational again and we have verified that SMART services are operating correctly.

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Started May 20, 2025, 03:55 PM UTC· resolved May 20, 2025, 04:49 PM UTC

1. investigating May 20, 2025, 03:55 PM UTC

   We are currently investigating issue where Global Users cant login to SMART products. Lumio users may see a 'unable to load page'. EU users are not impacted.

2. monitoring May 20, 2025, 04:04 PM UTC

   We believe our underlying cloud infrastructure provider has restored their systems and logins are recovering. We will continue to monitor the recovery.

3. monitoring May 20, 2025, 04:06 PM UTC

   We are continuing to monitor for any further issues.

4. resolved May 20, 2025, 04:49 PM UTC

   This incident has been resolved and all the SMART Products are operational now

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