Duration: 1 hour and 15 minutes

Affected Components: MyTeachstone Platform, Teachstone Store, Video Services, Teachstone IOS App, Public Website, Online Learning

Feb 7, 14:01:00 GMT+0
Identified - Maintenance is now in progress..

Feb 7, 14:00:00 GMT+0
Identified - Maintenance is now in progress.

Feb 7, 15:14:58 GMT+0
Completed - Maintenance has completed successfully..

Duration: 1 day, 1 hour and 37 minutes

Affected Components: MyTeachstone Platform, Teachstone Store, Video Services, Teachstone IOS App, Online Learning, Public Website

Jun 16, 15:00:00 GMT+0
Investigating - Our web-based support chat is down, and our team is actively working to identify and implement a fix. In the meantime, we’re still here for you—please reach out to us via our support form or by email if you need assistance: * Web:[ https://teachstone.com/support/](https://teachstone.com/support/) * Email: [contact@teachstone.com](mailto:contact@teachstone.com) We sincerely apologize for the inconvenience and appreciate your patience. We’re committed to resolving this as quickly as possible and will update this page as soon as we have more information..

Jun 17, 13:36:59 GMT+0
Monitoring - Support web chat functionality has now been restored on: * 2008 observations and learning resources v1 * Public website Fixes are in progress for support web chat on: * Online courses / LMS * Community Thank you again for your patience as we work to restore this important function throughout our web presence..

Jun 16, 20:54:23 GMT+0
Identified - We have identified a fix - online store web chat ([store.teachstone.com](http://store.teachstone.com)) is working again. More updates to follow as we work to resolve this issue across the MyTeachstone platform..

Jun 16, 22:20:30 GMT+0
Identified - Hi all! Thank you for your patience as we mitigate and resolve this issue. Webchat is now working again on: \* Online store \* Public status page \* Dashboard (MyTeachstone platform landing page) \* myCLASS TBD \* 2008 CLASS observations and Learning Resources v1 - fix identified, deployment in progress \* Online courses - teams are working together to create the fix - will not be fixed today More updates when we have more progress to share..

Jun 17, 16:37:20 GMT+0
Resolved - Hi all, All web support chat functionality has been restored across our entire web presence. Thank you for your patience as we worked to resolve this issue..

Duration: 46 minutes

Affected Components: MyTeachstone Platform, Online Learning

Sep 12, 20:20:17 GMT+0
Identified - We are experiencing an outage with the full-text database used by the MyTeachstone platform. User login, logout and many other services are currently not working as a result of this issue. We have identified and are implementing a fix that will resolve this issue. We will send further updates as the fix progresses..

Sep 12, 20:30:05 GMT+0
Identified - Our fix is in progress and we are seeing some functionality return - a number of users are reporting that they can now login and logout of the platform. More updates soon as the fix progresses..

Sep 12, 21:06:13 GMT+0
Resolved - The MyTeachstone platform continues to be operational and available for all users..

Sep 12, 20:45:25 GMT+0
Monitoring - The MyTeachstone platform is operational and available to all users. We will monitor performance and availability for the next 30 minutes to ensure that our fix continues to work as expected..

Duration: 1 day, 4 hours and 18 minutes

Affected Components: MyTeachstone Platform

May 30, 14:22:48 GMT+0
Identified - Hi, We have identified an issue with the MTP and MMCI workflows that is preventing MTP and MMCI video uploads done from the Teachstone IOS app from being visible in the MyTeachstone platform. Our engineering teams have identified a fix for this issue and will release the fix tomorrow morning to production. In the meantime, if you encounter this issue, please contact customer support and they will be able to assist you and manually associate your uploaded video with your MTP or MMCI sessions. Thank you for your patience while we resolve this issue. .

May 31, 15:17:26 GMT+0
Monitoring - We've released a fix for this issue in production and are verifying the fix to ensure we've permanently fixed the issue with video uploads through the Teachstone IOS app for all users..

May 31, 18:41:04 GMT+0
Resolved - Video uploads for the MMCI and MTP programs are once again working as expected through the Teachstone IOS video upload application. Thank you for your patience as we worked to resolve this issue..

Duration: 1 day, 7 hours and 29 minutes

Affected Components: Teachstone IOS App

May 5, 14:25:33 GMT+0
Monitoring - The Teachstone IOS app is now available for some users through the IOS App Store but not yet all users. We will provide another update once we have verified the Teachstone app is widely available for download through the IOS App Store..

May 4, 13:55:04 GMT+0
Identified - Hi, The Teachstone IOS App is temporarily unavailable for download from the Apple App Store. We are working to restore access to the application as soon as possible and we will provide further updates once we have them..

May 5, 21:24:10 GMT+0
Resolved - The Teachstone IOS app is now fully available in the App Store..

Duration: 3 days, 9 hours and 11 minutes

Affected Components: Video Services

Jan 23, 16:16:54 GMT+0
Resolved - Kaltura believes they have resolved this issue - we will monitor for additional updates from them before we resolve this incident. Thank you for your patience and understanding..

Jan 23, 14:55:44 GMT+0
Identified - Hi, Our video playback vendor, Kaltura, has identified an issue with video playback that is affecting a wide number of their customers; we've confirmed that many Teachstone users are experiencing issues with video playback throughout our platform. Kaltura has informed us they have identified the cause of this issue and are working to resolve it as quickly as possible. I will update again once we hear updates from Kaltura on their progress towards a resolution..

Jan 23, 15:40:23 GMT+0
Identified - Kaltura is continuing to investigate and correct the issue with video playback; as of this message they have not yet identified a fix for the widespread issues with their video player. Video playback continues to not work throughout our platform at this moment in time..

Jan 23, 16:02:38 GMT+0
Identified - Kaltura has identified the root cause for this problem and is actively working to correct it..

Jan 23, 16:06:23 GMT+0
Identified - Kaltura has mitigated the issue and is in the process of restoring video playback functionality across their platform. Video service functionality will be restored soon..

Duration: 3 hours

Affected Components: Online Learning, MyTeachstone Platform, Video Services

Dec 10, 18:00:00 GMT+0
Identified - Hi, We are upgrading key components of the MyTeachstone platform this afternoon from 1 PM ET to 4 PM ET - during this time the MyTeachstone platform will not be available for use by customers..

Dec 10, 18:00:01 GMT+0
Identified - Maintenance is now in progress.

Dec 10, 21:00:00 GMT+0
Completed - Maintenance has completed successfully.

Duration: 33 minutes

Affected Components: Teachstone Store

Apr 20, 15:32:45 GMT+0
Monitoring - From BigCommerce Monitoring - A fix has been implemented and we are monitoring the results. We will continue to provide updates as they come through..

Apr 20, 15:41:06 GMT+0
Resolved - We just resolved the issue!.

Apr 20, 15:08:32 GMT+0
Identified - Our e-commerce vendor, BigCommerce, is working on correcting outages with customers' storefronts. The following storefronts are impacted: * On-demand CDA - https://cdastore.teachstone.com/ * Kindercare CDA - https://store.teachstone.com/cda/kce/ * General store - https://store.teachstone.com/ .

Affected Components: Online Learning

Aug 4, 21:00:00 GMT+0
Completed - Our vendor will be upgrading the infrastructure for our LMS (Totara) - online learning services that are hosted through the LMS will be unavailable during this time (My Courses tile in your dashboard)..

Duration: 6 days, 7 hours and 17 minutes

Affected Components: Online Learning

Jul 30, 20:55:32 GMT+0
Monitoring - The database reboot has been completed - we are watching to see if performance has improved for users who reported site slowness before the reboot..

Jul 30, 21:14:40 GMT+0
Resolved - LMS performance has been restored for all users..

Jul 30, 20:18:11 GMT+0
Identified - The vendor will be rebooting the database system behind the LMS to restore service and performance - expect 5-10 minutes of downtime as they do this. Will update again once service is restored..

Jul 30, 17:57:00 GMT+0
Investigating - Hi, Our LMS is timing out for some users - our vendor has been notified about the response time issues we are experiencing..

Duration: 5 hours and 5 minutes

Affected Components: Teachstone Store

Jul 23, 20:29:53 GMT+0
Investigating - The KinderCare storefront, https://kce.teachstone.com, is currently not allowing users to purchase access to the CDA. No other e-commerce purchases are impacted by this outage. We are in contact with the vendor and will provide further updates as a fix is identified and implemented..

Jul 24, 01:34:39 GMT+0
Resolved - The vendor identified the issue and implemented a fix - the Kindercare CDA storefront is once again fully operational..

Duration: 21 days and 42 minutes

Affected Components: Video Services

Jul 12, 17:48:29 GMT+0
Investigating - Our tier 3 team is working with our video services platform provider to find root cause and resolve this issue as soon as possible..

Jul 20, 20:26:11 GMT+0
Identified - Our video hosting and streaming partner has identified an issue with their platform that is preventing this functionality from working and is working on a fix for it. Internally our tier 3 staff have provided an easy workaround for coaches to use while we wait for the vendor to implement their fix - no ETA on when the vendor will have a fix implemented..

Jul 23, 19:47:38 GMT+0
Identified - We are continuing to work with the vendor to identify a permanent fix for this - workarounds are in place to ensure that both MTP and MMCI programs can and are continuing without interruption..

Aug 2, 18:30:40 GMT+0
Resolved - Our vendor has updated their backend settings and clipping is now working again for all online programs that use video clipping..

Duration: 1 hour and 40 minutes

Affected Components: MyTeachstone Platform

Jun 22, 13:56:45 GMT+0
Investigating - We apologize, at this time product key activation for all online services is not working in the MyTeachstone platform. Our customer support team and engineering teams are working together to identify and correct this issue as quickly as possible..

Jun 22, 15:36:31 GMT+0
Resolved - Product key activation is now functioning as expected and this issue is resolved..

Duration: 7 days, 4 hours and 23 minutes

Affected Components: MyTeachstone Platform

May 14, 17:48:08 GMT+0
Identified - Our video provider, Kaltura, is working through a partial outage of their video streaming and playback services. Closed captioning for video playback on the MyTeachstone platform is not working at this time. We will update further as Kaltura works to resolve these issues with their services - https://status.kaltura.com/.

May 14, 19:11:59 GMT+0
Monitoring - Closed captioning and other video-playback related services are restored for all users. Monitoring to make sure we are fully restored before closing the incident..

May 14, 20:40:30 GMT+0
Resolved - No further reports of problems. Service fully restored..

Duration: 7 days, 10 hours and 34 minutes

Affected Components: Online Learning, MyTeachstone Platform

Mar 23, 17:08:58 GMT+0
Identified - Totara is now accessible for some users and inaccessible for others. Working with our vendor to identify and implement a resolution on their end..

Mar 23, 20:07:32 GMT+0
Resolved - learn.teachstone.com service fully restored for all users..

Duration: 1 day, 12 hours and 57 minutes

Affected Components: Online Learning, MyTeachstone Platform

Mar 23, 16:57:00 GMT+0
Resolved - learn.teachstone.com is now active and responding to user requests..

Mar 23, 16:20:03 GMT+0
Identified - Totara was fully unreachable, our vendor was able to get the hosting instance running again but the site is still raising errors and not allowing users to access content on it..