[ARCHIVED] April 30th Maintenance

[jsowalsk]

Hi everyone,

Just so you are aware:

Instructure will be performing maintenance on Canvas Catalog on Monday, April 30th starting at 10:00 PM PST / 1:00 AM EST. Your users will not be able to access catalog listings or content for up to three hours during this maintenance event.

The purpose of this event is to significantly upgrade the technology stack supporting Catalog. This upgrade will make Catalog more stable and performant and allow our engineering and professional services teams to innovate upon, extend, and customize the product to better meet customer needs.
 
Please contact your Customer Success Manager if you have any questions or concerns.
 
Thanks,
 
Canvas Support

Please let me know if you have any questions.

Jessica

[kathy_harris]

Has anyone had problems with Catalog this week? Is the maintenance update messing with things for anyone else?

My main issue has been the reports and analytics.

I've also had a user not be able to pay & enroll in a course.

[jsowalsk]

 @jfenton ‌ can you please look into  @bernstlc ‌ and  @kathy_harris ‌ cases? We have not seen these issues? Do the both of you have the same or separate instance of Catalog with Canvas?

[scottdennis]

Hi  @kathy_harris ,

If you suspect you are experiencing a performance issue with Catalog, please submit a ticket via Support.  That is the best way to keep informed.  We generally will not provide status updates to support issues here in the community.

Thanks

[jsowalsk]

Thanks,  @scottdennis ‌. But, this issue is coming from work that the Catalog team is doing for gearing up for their maintenance work on 4/30.

[scottdennis]

Hi Jessica,

I am aware of what the underlying issue is and I apologize on behalf of Instructure.  However, it remains true that the best way to let the Catalog team know how many people are being affected and in what ways is to file support tickets.  I know only too well how frustrating it can be to deal with first line support folks sometimes who as part of their job must start with basic troubleshooting but looking at the support tickets that are filed as a whole helps the Catalog team understand what is happening.  My only point here is that people shouldn't think, "I shouldn't file a ticket because they probably already know..." because they might not know the magnitude or your ticket specifically might hold a clue that helps resolve whatever the underlying issue is.

[jsowalsk]

Hi  @scottdennis ‌, in previous circumstances support does not know how to respond to Catalog issues and we got told to have  @jfenton ‌ tagged to answer our issues.

[scottdennis]

Hi Jessica,

I apologize on behalf of whoever told you to tag the Product Manager for Catalog rather than submitting tickets to Support.  That isn't correct.  Please do submit any suspected bugs or problems via the ticketing system.

Thank you,

Scott

[jsowalsk]

We will, thanks.

[kathy_harris]

I did submit a ticket. I'm still waiting to hear back from Instructure. So, I thought I would spread the word through the community that they may see issues.

[kathy_harris]

Hi Jessica,

We do not have the same Catalog instance. Two different institutions.

[bernstlc]

Same here: csv Revenue and Analytics reports have not been generating. I put in a ticket with Instructure.

[bernstlc]

UPDATE: Instructure responded to my csv report ticket and this morning I was able to generate the Revenue and Analytics reports.

[kathy_harris]

Update, too: I checked my email, and it looks like I did get a response yesterday. It was after I had left for the day.

[sbarry2]

We had problems with reporting yesterday also. I contacted canvas support. They suggested cleaning my cache and updating my browser. Yesh, not helpful. However, I did as asked and replied that clearing my browser history, cache and updating chrome is not the issue. So far, no response or update to the problem. I can see that we can generate reports today. I appreciate that. I also checked the Canvas status site. "Some Canvas users in the US experiencing slow load times" was the only issue reported. Canvas Status 

[jsowalsk]

Thank you for the update  @sbarry2 ‌.