Friday, 6 March 2015

UPDATE: Smart Copy / Smart Share Service Degradation

While significant improvements have been made, some customers are still experiencing issues regarding Smart Share performance. Our investigations have shown backend errors in our communications with student folders. This has caused a completion time that is beyond acceptable limits.  Restoring Smart Share to its original levels of dependability has, and will continue to be, our highest priority and we deeply apologize for the inconvenience this has caused. As we investigate, we would like to provide the following update and will post to this blog as new code fixes are released.

Where we are at:
  • Smart Share failure rates have been reduced; however, service issues continue to exist.  
  • A code fix was released to prevent timeouts, allowing for the eventual completion of the Smart Share job and auto-removal of the "temp_xxxxxx-xx-xxx-xx" files. While job completion times are still beyond desired levels (see below), Smart Share processes are now all expected to eventually complete successfully. While we are working to improve the process times, please refrain from attempting to share the document multiple times, as many of the jobs are still in process.
  • A script has been run to delete all "temp_xxxxxx-xx-xxx-xx" docs left in student folders from previous jobs. PLEASE NOTE: In order to prevent the inadvertent removal of student work in progress, the script intentionally leaves behind any documents edited after the parent Smart Share process.

Work in Progress:
  • We are monitoring the average job completion time on a daily basis in order to track improvements as code fixes are released.
  • We are investigating certain API request errors that may be leading to the extended job completion times.
  • As we work to resolve the issue, it is recommended that teachers push out documents overnight if possible to avoid peak usage times and allow for job completion.
  • Potential "temp_xxxxxx-xx-xxx-xx" temp files may still left behind. We have an auto-clean up process in place, but it will not remove a document if edited by a student after the Smart Share.

We sincerely apologize for the continued inconvenience, and thank you for your patience and understanding. Our support and development teams understand teachers’ needs for reliable tools and are working to restore performance to dependable levels as soon as possible. We will continue to amend this blog with further updates.

Thank You,
Hapara Support

You can access our original post regarding this service disruption here.

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