WW Norton and Company incident
Annotation and highlight tools not responding
WW Norton and Company experienced a minor incident on October 2, 2023 affecting Norton Ebooks and Norton Illumine, lasting 2d 1h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 02, 2023, 07:49 PM UTC
We have received reports from users who are unable to use annotation and highlight features in Norton Ebooks and Norton Illumine. Our teams are investigating these reports in order to identify a root cause. If you or a student experience this problem, please report it to our support team at https://support.wwnorton.com/request
- identified Oct 03, 2023, 02:03 PM UTC
We have identified the cause of the problem and are working on a solution. All new annotations and highlights are being saved and no data is lost, but an issue with database queries is preventing the annotations from displaying to users. We will share more updates as we make progress.
- resolved Oct 04, 2023, 09:13 PM UTC
This incident has been resolved. All annotation, highlight, and Instructor Content tools should be available in Norton Ebooks and Norton Illumine. Notes created during the incident period should also appear. If you continue to experience this problem, please report it to our support team at https://support.wwnorton.com/request