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This incident has been resolved.

Hello, We are experiencing an issue with our internal network, Products – Communicate, GroupCast, Presence, CivicLive, Custom App, SafeArrival, and SecureFile – are not impacted. However, this may impact your ability to reach us via phone. The best method to contact support is by email to support@schoolmessenger.com or by using our chat feature at https://schoolmessenger.com/support We will provide an update when this situation is resolved and we apologize for any inconvenience.

We are experiencing an issue with our internal network, Products – Communicate, GroupCast, Presence, CivicLive, Custom App, SafeArrival, and SecureFile – are not impacted. Teams continue their troubleshooting efforts and are actively diagnosing this internal network issue. Updates will be provided when more information is available. However, this may impact your ability to reach us via phone. The best method to contact support is by email to support@schoolmessenger.com or by using our chat feature at https://schoolmessenger.com/support

We are experiencing an issue with our internal network, Products – Communicate, GroupCast, Presence, CivicLive, Custom App, SafeArrival, and SecureFile – are not impacted. Teams continue to troubleshoot and diagnose this internal network issue. Updates will be provided when more information is available. However, this may impact your ability to reach us via phone. The best method to contact support is by email to support@schoolmessenger.com or by using our chat feature at https://schoolmessenger.com/support

We are experiencing an issue with our internal network, Products – Communicate, GroupCast, Presence, CivicLive, Custom App, SafeArrival, and SecureFile – are not impacted. Technical teams continue to troubleshoot the issue. However, this may impact your ability to reach us via phone. The best method to contact support is by email to support@schoolmessenger.com or by using our chat feature at https://schoolmessenger.com/support We will provide an update when this situation is resolved and we apologize for any inconvenience.

Hello, We are experiencing an issue with our internal network, Products – Communicate, GroupCast, Presence, CivicLive, Custom App, SafeArrival, and SecureFile – are not impacted. However, this may impact your ability to reach us via phone. The best method to contact support is by email to support@schoolmessenger.com or by using our chat feature at https://schoolmessenger.com/support We will provide an update when this situation is resolved and we apologize for any inconvenience.

All systems are currently functioning and operating as normal

We are continuing to investigate this issue.

We are continuing to investigate this issue.

There is a current intermittent impact for clients attempting to access SchoolMessenger Communicate in US and Canada. Technical teams are investigating this and more updates will be provided when additional information is available.

SchoolMessenger Communicate SAML US and Canada customers can now log in to SchoolMessenger successfully. This issue is now resolved.

Intrado is currently experiencing an issue where some US and Canada SAML users are unable to log in to SchoolMessenger. Our teams are engaged and investigating this issue now.

This incident has been resolved.

We are currently working on restoring full functionality.

This incident has been resolved. CivicLive sites should no longer experience latency when loading.

Intrado is currently investigating an issue causing some CivicLive sites to load slowly or intermittently fail to load. This may be related to an earlier incident, INC3030578. Updates will be provided as they become available.

This incident has been resolved. CivicLive sites should no longer experience latency when loading.

Intrado is currently investigating an issue causing some CivicLive sites to load slowly or intermittently fail to load. As part of the troubleshooting process, Captcha prompts have been enabled on certain CivicLive sites. Updates will be provided as they become available.

This incident has been resolved. SchoolMessenger Presence and CivicLive sites should no longer experience latency when loading.

Teams continue to investigate intermittent latency.

Teams are gathering to investigate intermittent latency.

All issues with Communicate and Safe Arrival have been resolved.

Latency issues with Communicate have been resolved. Intrado continues to investigate an issue impacting Safe Arrival phones.

Intrado is currently investigating reports that Communicate is experiencing latency for Canadian Clients.

Intrado is currently investigating reports that Communicate is unavailable for Canadian Clients.

This incident has been resolved.

Select SchoolMessenger Presence users previously found their sites inaccessible or slow to load. Technical teams have worked to mitigate the issues; the sites load as intended and are accessible now. Teams will continue to monitor the stability of the SchoolMessenger Presence platform.

SchoolMessenger Presence users are finding Prod 18 is inaccessible or slow to load for some North American customers. Intrado teams have gathered to assess impact and determine steps for resolution.

This incident has been resolved.

All sites on the Prod 14 production environment should now load without latency or performance degradation.

SchoolMessenger Presence sites hosted on the Prod 14 production server are experiencing degraded performance. Intrado is working to resolve this issue and restore normal service.

After monitoring over night and into the morning, teams have determined that this incident is now resolved.

Earlier this morning, it was reported that the Canadian-based SchoolMessenger Communicate Platform is experiencing intermittent SAML login issues. Technical teams have performed login tests and believe the issue may be resolved. They will continue to monitor throughout the day and into tomorrow morning. Additional updates will be provided once more information is available.

Earlier this morning, it was reported that the Canadian-based SchoolMessenger Communicate Platform is experiencing intermittent SAML login issues. Technical teams are troubleshooting this. Additional updates will be provided once more information is available.

Emergency maintenance on SchoolMessenger Communicate is complete, and the platform is now accessible to users.

SchoolMessenger Communicate (United States and Canada) will be offline for approximately 30 minutes for emergency maintenance.

The Canadian-based SchoolMessenger Communicate Platform and the Canadian-based SafeArrival platform is fully operational, and services are now restored.

Earlier this morning, it was reported that the Canadian-based SchoolMessenger Communicate Platform and the Canadian-based SafeArrival scheduled call-outs are canceled instead of completed. Technical teams are troubleshooting this. Additional updates will be provided once more information is available.

After implementing a change, Intrado teams have tested and confirmed that the issue is now resolved.

Intrado is investigating an issue in which parent users are unable to call in absences for SafeArrival or retrieve messages, and users are unable to dial in to send broadcasts.

This incident has been resolved.

Intrado teams continue to monitor the status of the platform.

Users can now log in and use Communicate (Canada) normally. Intrado teams continue to monitor for any changes in status.

Intrado teams are investigating an issue in which Canada-based users of SchoolMessenger Communicate are currently experiencing issues when logging in to the platform. An error message may be seen. Updates will be posted as information becomes available.

Intrado has determined that this incident has been resolved.

Intrado teams have implemented a fix for the issue and is currently monitoring for stability.

Canadian users have reported an issue logging into SafeArrival and being unable to record absences. Teams are gathered and investigating the issues further.

The third Party carrier has confirmed that all needed certificates have been installed and are fully propagated. There has been no further impact and this incident has been successfully mitigated.

Intrado has identified the issue and potential resolution steps are currently underway. Updates will be posted as additional information becomes available.

Intrado is investigating an issue in which users and visitors of SchoolMessenger Presence websites may be experiencing instances of site content not loading as expected.

This incident has been resolved.

Logins to the SafeArrival production environment in the Canada region are now completing successfully. Intrado will continue to monitor this issue.

Intrado is investigating an issue that is causing logins to the SafeArrival production environment in the Canada region to intermittently fail. This is not impacting customers outside the Canada region.

This incident has been resolved.

Logins to the SafeArrival production environment in the Canada region are now completing successfully. Intrado will continue to monitor this issue.

Intrado is investigating an issue that is causing logins to the SafeArrival production environment in the Canada region to intermittently fail. This is not impacting customers outside the Canada region.

This incident has been resolved.

Inbound calls to SchoolMessenger SafeArrival in Canada are now connecting successfully. Intrado will continue to monitor this issue.

Intrado has determined that inbound calls to SchoolMessenger SafeArrival in the Canada region are receiving a fast busy message. This impacts the ability of parents to report absences via SafeArrival via phone, in addition to other inbound communications. Intrado teams continue to actively pursue a resolution to this issue. Updates will be posted as more information becomes available. Workarounds include parents using the SchoolMessenger mobile app or parent portal at https://go.schoolmessenger.ca/ to record absences, and school staff can continue to use the Customer Web Portal to send broadcasts. Outbound calls from SchoolMessenger Communicate are unaffected.

This incident has been resolved.

Users are now able to log in to the Canadian SafeArrival platform. Intrado teams are monitoring for any changes in status.

Intrado is investigating a potential issue wherein users may be experiencing an error when logging in to the Canadian SafeArrival platform.

After further testing, teams have verified that the site is now operating as expected and the incident is resolved.

The site has started to respond and testing is in progress.

We are continuing to investigate this issue.

Intrado is currently experiencing issues with the Text to Speech Engine when previewing messages and on calls going out. Teams are engaged and investigating the issue.

Intrado is currently experiencing issues with the Text to Speech Engine when previewing messages and on calls going out. Teams are engaged and investigating the issue.

This incident has been resolved.

Intrado technical teams have verified that the carrier has provided a fiber route to the related Intrado data centers, which has mitigated the impact. CivicLive, SchoolMessenger Presence, and Resource Central sites are now accessible to users and visitors. Teams continue to monitor for stability. Any changes in status will be posted here. If an error message persists when accessing the sites, users and visitors can refresh the page to attempt to load it.

Intrado has identified that the issue originates with a structural fire that occurred in an underground access point near a carrier data center in Toronto, Canada, which severed critical fiber between two carrier access points that resulted in a loss of connectivity to the Intrado network for the affected Intrado data center. This affected the CivicLive, SchoolMessenger Presence, and Resource Central offerings. Intrado has been actively working with the related carrier throughout the incident. Intrado technical teams are currently attempting to implement an alternative that may serve as a possible parallel path to resolution. Simultaneously, the carrier is working to place Intrado on alternative fiber in the meantime which may also be a potential resolution but is also actively attempting to gain access to the area of the fiber cut to repair the connection. Currently, the area is inaccessible due to inclement weather conditions. Further updates will be provided as they become available.

Intrado continues to escalate with the affected carrier. Further updates will be provided as they become available.

Intrado is currently investigating alerts indicating that SchoolMessenger Presence and CivicLive are unreachable externally. Updates will be provided as they become available. Tickets with the associated carriers have been opened.

Call delivery remains stable; no further impact has been observed. This incident is now resolved.

Intrado has observed a notable improvement in error rates. Teams will continue to monitor to ensure error rates remain low.

We are continuing to investigate this issue.

Intrado monitoring has identified an issue where a large percentage of outbound call attempts are returning undeliverable errors for Canadian users. Email, SMS, and push notifications are not impacted at this time.

Testing has confirmed that the CivicLive platform is functioning as designed. No further impact is expected.

Improvements are being seen to CivicLive page loads. Intrado continues work to ensure that the platform resumes normal operations.

Intrado is currently investigating an issue causing CivicLive to load slowly or intermittently fail to load. Updates will be provided as they become available.

This incident has been resolved.

Intrado teams have worked to lessen the impact and continue to actively seek a complete resolution for the issue. In the meantime, if error messages or difficulties are experienced when accessing email attachments, they may typically be accessed upon retrying the attachment, preferably after waiting 10 minutes.

Intrado teams continue to pursue the resolution of this issue; however, when recipients attempt to access email attachments, including Secure Document Delivery (SDD) files, in email messages sent from SchoolMessenger Communicate or GroupCast in the Canada region, they may still intermittently receive an error message. In the meantime, most attachments can be accessed upon retrying as a workaround.

Recipients of email messages sent from SchoolMessenger Communicate or GroupCast in the Canada region may still intermittently receive an error message when attempting to access attachments. Intrado continues to work toward the resolution of the issue. As a workaround in the interim, most attachments can now be accessed upon retrying.

Intrado is investigating an issue in which attachments found in recipient emails sent from SchoolMessenger Communicate or GroupCast in the Canada region are intermittently not working. Recipients may receive an error message when attempting to access the attachments. Updates will be posted here as they are available.

This incident has been resolved.

Intrado has determined that an issue originating with telephony carriers in the Canada region is causing inbound calls to SchoolMessenger Communicate in the Canada region to fail. This impacts the ability of parents attempting to report absences via SafeArrival, and other inbound communications. Intrado teams continue to monitor and actively pursue a resolution to the situation. Updates will be posted as more information becomes available. Workarounds include parents using the SchoolMessenger mobile app or parent portal at https://go.schoolmessenger.ca/ to record absences, and school staff can use the Customer Web Portal to send broadcasts.

Intrado teams have implemented a fix, and this issue is now resolved. Users have reported being able to log in successfully with SAML.

Intrado teams are currently investigating an issue preventing some users from logging in to the US & CA SchoolMessenger Communicate platform and the GroupCast platform via SAML. Updates will be provided as they become available.

This incident has been resolved.

Intrado's vendor has reported that the email messages which were queued have now been cleared. Intrado will continue to monitor email messages over the next hour.

Intrado's vendor has reported that email messages queued on the vendor side as a result of this issue are now processing through the vendor and will now be attempted. Due to the vendor backlog of email messages, it may take time for all email messages to be processed. Intrado continues to monitor the situation, and once the vendor has confirmed that the queued email messages have been processed, an update will be posted.

Intrado's vendor has reported that progress continues toward the resolution of the issue. In the meantime, email messages sent from Communicate will continue to be queued on the vendor side after being sent from Communicate, and will be attempted by the vendor once the issue is resolved. SMS text message and phone messages continue to process normally.

Intrado continues to seek updates from the vendor regarding restoration efforts. At this time, emails sent from the platform will continue to queue until resolution. SMS text message and phone broadcasts will continue to send normally. Updates will be posted here once more information is available.

The email delivery for SchoolMessenger Communicate (US & CA) is delayed due to an issue with an Intrado vendor. Emails currently sent from Communciate will be queued; however, once the issue is resolved, they will be sent. SMS text message and phone broadcasts will continue to send normally. Updates will be posted here as they occur.

This incident has been resolved.

Intrado's vendor has reported that the email messages which were queued have now been cleared. Intrado will continue to monitor email messages over the next hour.

Intrado's vendor has reported that email messages queued on the vendor side as a result of this issue are now processing through the vendor and will now be attempted. Due to the vendor backlog of email messages, it may take time for all email messages to be processed. Intrado continues to monitor the situation, and once the vendor has confirmed that the queued email messages have been processed, an update will be posted.

Intrado's vendor has reported that progress continues toward the resolution of the issue. In the meantime, email messages sent from GroupCast will continue to be queued on the vendor side after being sent from GroupCast, and will be attempted by the vendor once the issue is resolved. SMS text message and phone messages continue to process normally.

Intrado continues to seek updates from the vendor regarding restoration efforts. At this time, emails sent from the platform will continue to queue until resolution. SMS text message and phone broadcasts will continue to send normally. Updates will be posted here once more information is available.

The email delivery for GroupCast is delayed due to an issue with an Intrado vendor. Emails currently sent from GroupCast will be queued; however, once the issue is resolved, they will be sent. SMS text message and phone broadcasts will continue to send normally. Updates will be posted here as they occur.

This incident has been resolved.

Some customers in Canada are currently unable to reach SchoolMessenger's toll-free Support Service line at 800-920-3897. Intrado is actively troubleshooting this issue. In the meantime, you may reach our Support Service line at 888-527-5227, option 2. You may also email our Support Service team at support@schoolmessenger.com or chat with a Support Service representative online at https://www.schoolmessenger.com/support.

This incident has been resolved.

Intrado teams are currently investigating an issue preventing some users from being able to log in to SchoolMessenger Communicate. Updates will be provided as they become available.

This incident has been resolved.

Intrado continues to investigate an intermittent issue in which users and visitors of a small number of SchoolMessenger Presence sites may be unable to access the sites. A timeout error message may also be seen when accessing the affected sites. Additional updates will be posted here as further information becomes available.

Intrado is investigating an intermittent issue in which users and visitors of a small number of SchoolMessenger Presence customers may be unable to access the sites.

No new impact has been observed and this incident is resolved.

A fix has been implemented and both U.S. and Canadian customers are reporting that the issue is resolved. Intrado will continue to monitor the incident for any further impact.

Canadian SafeArrival customers are currently experiencing an issue where SAML credentials are not being accepted. Intrado teams continue to work toward implementing a fix for this issue.

We are continuing to investigate this issue.

Canadian SafeArrival customers are currently experiencing an issue where credentials are not being accepted. Teams have gathered to investigate the issue and determine mitigation options.

This incident has been resolved.

This intermittent access issue experienced for the School Messenger Presence sites is now considered resolved. The technical teams will continue to monitor platform stability.

Intrado teams continue to investigate this issue causing multiple Presence sites to be intermittently unavailable and are working towards a mitigation path. Further updates will be provided as they become available.

Intrado is currently investigating an issue causing multiple Presence sites to be intermittently unavailable. Multiple teams are involved in these investigations and updates will be provided as they become available.

Earlier this morning, the Canadian-based SafeArrival platform was inaccessible for a brief period. The platform is now accessible. This incident has been resolved.

This incident has been resolved.

Intrado teams continue to investigate an issue wherein phone broadcasts in SchoolMessenger Communicate for the United States region may not be processing as quickly as expected. At this time, email and SMS text message broadcasts are not affected. SchoolMessenger Communicate users in the Canada region are not affected by this issue. Further notifications are for reference only for this region.

Intrado teams are investigating an issue wherein phone broadcasts in SchoolMessenger Communicate may not be processing as quickly as expected. At this time, email and SMS text message broadcasts are not affected.

It has been determined that users utilizing Google Chrome and Microsoft Edge were experiencing difficulty logging into Presence and CivicLive sites via their SAML authentication. If you experience this issue, please reach out to the support team directly. This incident is considered resolved.

Intrado continues to investigate this issue.

Google Chrome and Microsoft Edge users may experience difficulty logging into Presence and CivicLive sites via SAML. Technical teams continue to investigate. As a workaround, other browsers should be used to log in via SAML if possible.

Customers should update Chrome to version 91.0.4472.101 to resolve the issue. Mozilla Firefox may also be used. It's also recommended that customers update their PowerSchool version to v20.11.3 or above. As always, users may access SchoolMessenger Communicate (wherein MessageSender can be found) directly through their customer-specific URL.

Some SchoolMessenger Communicate customers that use the SchoolMessenger plugin with PowerSchool versions v20.11.0 and below may currently be experiencing errors when attempting to access SchoolMessenger MessageSender from within PowerSchool. Intrado has consulted with PowerSchool and confirmed that this issue affects customers using older versions of PowerSchool, in combination with Chromium-based browsers such as Google Chrome and Microsoft Edge. Testing has indicated that users experiencing this issue may simply update to Chrome version 91.0.4472.101 to resolve the issue in most cases; alternately, Mozilla Firefox may be used. It's recommended that customers update their PowerSchool version to v20.11.3 or above as well. As always, users may access SchoolMessenger Communicate (wherein MessageSender can be found) directly through their customer-specific URL.

Some SchoolMessenger Communicate customers that use the SchoolMessenger plugin with PowerSchool versions v20.11.0 and below may currently be experiencing errors when attempting to access SchoolMessenger MessageSender from within PowerSchool. Intrado has consulted with PowerSchool, and confirmed that this issue affects customers using older versions of PowerSchool, in combination with Chromium-based browsers such as Google Chrome and Microsoft Edge. Users experiencing this issue may try using Mozilla Firefox as an alternate browser or upgrading their PowerSchool version to v20.11.3 or above. As always, users may access SchoolMessenger Communicate (wherein MessageSender can be found) directly through their customer-specific URL.

Presence sites continue to be accessible and the platform remains stable. Teams will continue heightened monitoring post-incident in the event impact resumes.

Intrado has implemented a fix, and the platform has remained stable. Monitoring continues alongside the vendor to ensure no further impact reoccurs.

Intrado continues to investigate these access issues with the assistance of the associated vendor.

Technical teams are investigating issues accessing multiple Presence Sites.

This incident has been resolved.

The issue has been resolved. Teams are monitoring to ensure network stability.

Teams are gathering to investigate issues accessing multiple Presence sites.

This incident has been resolved.

Intrado has identified an issue impacting multiple sites on Presence. A fix is currently being applied.

Intrado is currently investigating an issue accessing multiple prods for Presence.

Intrado is currently investigating an issue accessing multiple prods for Presence.

This incident has been resolved. The informational websites are now available normally.

Intrado is investigating an issue with the primary SchoolMessenger.com, CivicLive.com and GroupCast websites. Visitors may be unable to access the sites currently. There are no direct products or services affected by this issue; these sites are the public informational sites. Updates will be posted here as they occur.

The maintenance has concluded, and the incident has been resolved.

The Forms functionality of SchoolMessenger Communicate is undergoing unplanned maintenance due to a current issue with displaying survey results. The issue is expected to be resolved by 12:00 PM CT today. Surveys that are sent will continue to work during the maintenance for the recipients, but the survey result reporting will be inaccessible for the duration. Users are asked to avoid viewing survey results until the conclusion of the unplanned maintenance which will be posted here; however, survey entries will continue to be processed normally in the interim.

This issue has been resolved, and SchoolMessenger Presence is now available.

We are continuing to investigate this issue.

SchoolMessenger Presence is again experiencing connectivity issues. Intradro is investigating the root cause and to get this service back up and running.

At 8:08 PM CT, SchoolMessenger Presence experienced connectivity issues, it since recovered and is now fully available. Intradro is investigating the root cause and potential future mitigation efforts.

The intermittent audio quality degradation has been attributed to an overutilized network circuit. The issue resolved without technical intervention, though Intrado engineers continue to monitor the situation and mitigation actions have been prepared in case of a recurrence.

Users may intermittently experience a degradation in audio quality. Technicians are actively troubleshooting the issue and updates will be posted here when more information is available.

This incident has been resolved.

Services for CivicLive, SchoolMessenger Presence, and Talentova have been validated as functioning normally at this time. Intrado technical teams continue to monitor the platforms, and any changes in status will be posted here.

Due to the maintenance, users and visitors of CivicLive, SchoolMessenger Presence, and Talentova sites may be experiencing intermittent service interruptions. Intrado technical teams are actively working to mitigate the impact.

Intrado technical teams have identified a need for unplanned maintenance that could potentially result in unavailability of webpages for CivicLive, Presence, and Talentova. Any impact is expected to last no longer than 15 minutes.

Intrado technical teams identified a network event that occurred this evening, 04/14/2021, that could potentially have resulted in a brief service interruption of approximately 10 minutes for some SchoolMessenger Presence, CivicLive, and Talentova web services. All services have been validated as fully recovered.

This incident has been resolved, and the affected support telephone numbers are functioning normally.

Inbound support numbers for SchoolMessenger solutions, CivicLive, GroupCast, and related services may be experiencing technical difficulties. Customers attempting to reach support via phone may intermittently be unable to connect to support. Technical teams are working on mitigating the issue. As a workaround in the meantime, customers may attempt the support phone call again, or may email support as follows: CivicLive: support@civiclive.com SchoolMessenger solutions: support@schoolmessenger.com

This incident has been resolved.

Recipients of emails with attachments, including SecureFile documents sent via the SchoolMessenger Communicate Canada platform, may not be able to access the attached files at this time. Additionally, there may be issues with accessing files via message links, such as links to voicemail messages sent via email. Technical teams continue to actively investigate the issue. Updates will be posted here when more information is available.