Monitoring - In an effort to help protect our associates and prevent the spread of COVID-19 in our corporate communities we have implemented precautionary measures that may affect your wait time. We appreciate your call and your patience at this time.
Mar 16, 07:59 CDT
FACTS SIS (RenWeb 1) Operational
FACTS Family Portal (ParentsWeb) Operational
Home App Operational
FACTS Application (Online Application) Operational
FACTS Enrollment (Online Enrollment) Operational
Parent Alert Operational
School Site Operational
Learning Management System Operational
Moodle Operational
Donate Online (Legacy System) Operational
Donor Connect (Legacy System) Operational
factsmgt.com Operational
FACTS Giving Operational
Google Classroom Integration (GCI) Operational
SIS Medical Operational
FACTS Cash Register Operational
Cash Register Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
Oct 19, 2020
Resolved - This incident has been resolved.
Oct 19, 08:34 CDT
Update - Due to a recent update to Chrome, parents are receiving an error when attempting to make payments. We have also seen this happening on Safari. The error message states, “We’re sorry, something went wrong processing your payment. The current session cannot be verified. Please ensure third-party cookies are enabled.” This is due to the iframes used in Family Portal for Cryptpay processing.

Workaround
Switch to Edge or Firefox to process a payment.

What are we doing
We have developed a solution to move payment processing from Cryptpay to Enterprise ePay. With ePay, we will send the user into the ePay experience directly, so there is no iframe and no passing of sensitive data.

Timeline
Clients will need to be migrated over to ePay to start processing payments. This migration will require some paperwork from the client and setup on both the Enterprise and SIS side, so it will not be an automatic transaction to use ePay. Migration is expected to start mid-October. Any new details on this issue will be posted here.
Sep 25, 08:37 CDT
Update - We are continuing to work on a fix for this issue.
Sep 21, 16:19 CDT
Update - We are continuing to work on a fix for this issue.
Aug 31, 14:09 CDT
Update - We are continuing to work on a fix for this issue.
Aug 31, 14:08 CDT
Identified - Due to a recent update to Chrome, parents are receiving an error when attempting to make payments. We have also seen this happening on Safari. The error message states, “We’re sorry, something went wrong processing your payment. The current session cannot be verified. Please ensure third-party cookies are enabled.” This is due to the iframes used in Family Portal for Cryptpay processing.

Workaround
Switch to Edge or Firefox.

What are we doing
We have developed a solution to move payment processing from Cryptpay to Enterprise ePay. With ePay, we will send the user into the ePay experience directly, so there is no iframe and no passing of sensitive data.

Timeline
Clients will need to be migrated over to ePay to start processing payments. This migration will require some paperwork from the client and setup on both the Enterprise and SIS side, so it will not be an automatic transaction to use ePay. Schools will begin to be migrated the week of 9/28.
Aug 14, 11:35 CDT
Oct 18, 2020

No incidents reported.

Oct 17, 2020

No incidents reported.

Oct 16, 2020
Resolved - This incident has been resolved.
Oct 16, 11:41 CDT
Identified - The issue has been identified and a fix is being implemented.

The COVID forms can still be accessed by parents and students, but if you're using the screening feature to record information, you will not be able to use that feature to record information until this issue is resolved.

If you have any questions, please contact your account manager.
Oct 16, 10:58 CDT
Investigating - We are currently investigating this issue.

The COVID forms can still be accessed by parents and students, but if you're using the screening feature to record information, you will not be able to use that feature to record information until this issue is resolved.

If you have any questions, please contact your account manager.
Oct 16, 10:30 CDT
Resolved - This issue has been resolved.

If you happen to have any questions, please contact your account manager.
Oct 16, 11:24 CDT
Identified - The issue has been identified and a fix is being implemented.

If you have any questions, please contact your account manager.
Oct 16, 10:35 CDT
Oct 15, 2020

No incidents reported.

Oct 14, 2020

No incidents reported.

Oct 13, 2020

No incidents reported.

Oct 12, 2020

No incidents reported.

Oct 11, 2020

No incidents reported.

Oct 10, 2020

No incidents reported.

Oct 9, 2020
Resolved - This incident has been resolved.
Oct 9, 09:57 CDT
Investigating - We are currently investigating this issue.
Oct 9, 07:29 CDT
Oct 8, 2020

No incidents reported.

Oct 7, 2020

No incidents reported.

Oct 6, 2020

No incidents reported.

Oct 5, 2020

No incidents reported.