Historical record of incidents for VitalSource
Report: "VitalSource Analyze Down"
Last updateThe VitalSource Analyze applications are unavailable due to ongoing major disruptions from our upstream cloud providers.
Report: "Service Disruption Impacting Bookshelf Online"
Last updateWe are currently investigating an issue impacting multiple systems.
Report: "Inability to access Bookshelf Explore"
Last updateThis incident has been resolved.
Bookshelf Explore has recovered. We are monitoring.
We are investigating an issue impacting Bookshelf Explore.
Report: "Service Disruption Impacting Bookshelf Online"
Last updateThis incident has been resolved.
Bookshelf Online is operational, we are monitoring.
We are investigating an issue impacting Bookshelf Online
Report: "Service Disruption"
Last updateAll systems are operational.
We experienced a service disruption due to a Google Cloud networking issue. Systems have recovered and are now operational. We continue to monitor the situation.
We are continuing to investigate this issue.
We are currently investigating an issue impacting multiple applications.
Report: "Experiencing Performance Issues"
Last updateThis incident has been resolved.
Performance has improved. We are continuing to monitor.
We are currently investigating an issue impacting Bookshelf Online and our Store.
Report: "Performance issues across multiple applications."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are investigating an issue impacting multiple applications.
Report: "Service Disruption"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
We have implemented a fix and are monitoring.
We are continuing to investigate this issue.
We are investigating an issue impacting multiple systems across VitalSource.
Report: "Users unable to search for materials in Collect"
Last updateThis issue is resolved and search is working normally. The cause was identified and configuration change was implemented.
We are currently investigating an issue affecting search for Collect.
Report: "Ongoing Issues with Explore Login"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Users trying to login into Explore may encounter issues authenticating. We are investigating
Report: "Verba Connect Enrollments"
Last updateThis incident has been resolved.
We have implemented changes to address the issue and are monitoring the results.
We are experiencing intermittent issues around Verba Connect enrollments
Report: "Bookshelf Online Libraries are not working, we are investigating."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Intermittent issues"
Last updateGoogle Cloud Platform began to execute a change that impacted our applications, starting on 07/08/2024. This reached a critical level for us on 7/16/2024. Our engineering teams quickly identified and mitigated the issue, restoring service to normal levels. We are currently examining our remaining deployments to ensure no other applications are affected.
This incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating an issue with Acrobatiq and CourseDash.
Report: "Akademos TextbookX is offline"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Bookshelf Online Library System Failure"
Last updateAt 4:00 PM ET, we experienced a system failure that resulted in the Bookshelf Online Library being unavailable. Users using the Bookshelf Reader were not impacted. We resolved the system failure and returned to normal service at 4:26 PM ET.
Report: "Explore Performance Issues"
Last updateOn April 3, 2024, from 7:04 AM ET to 8:15 AM ET we experienced an issue which impacted the Explore tab for learners on Bookshelf, no other parts of our ecosystem were impacted. Our monitoring and alerting worked as expected, and the team corrected the issue. The root cause of the issue was an error in permissions management in our Manage product. We are working through a full postmortem.
This incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are currently investigating an issue impacting Explore.
Report: "Slowness across our systems"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Investigating issues impacting login"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Our systems are recovering but we are waiting on Cloudflare to declare that the incident is over.
We have identified the issue impacting login. It is due to a widespread Cloudflare availability issue impacting Cloudflare Pages and Cloudflare KV. More information can be found here: https://www.cloudflarestatus.com/
We are investigating an issue impacting Bookshelf, Acrobatiq and Store login.
Report: "Verba Collect performance issues"
Last updateThis incident has been resolved.
We have a fix in place, we are monitoring.
We are currently investigating an issue impacting Verba Collect.
Report: "Verba Connect Availability Severely Impacted"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
Verba Connect has recovered. We are investigating root cause and monitoring availability.
We are continuing to investigate this issue.
We are currently experiencing a service degradation. We are investigation.
Report: "Performance Degradation in the VitalSource Store and Sampling Application"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Intermittent instability of the Acrobatiq platform"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are investigating intermittent instability of the Acrobatiq platform.
Report: "Store and Sampling Degraded"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Networking issue impacting systems"
Last updateFrom about 10:40 AM - 10:50 AM Eastern US time we experienced a networking issue which impacted several of our systems. We are working with Google Cloud to get to root cause.
Report: "Bookshelf Online Performance Issues"
Last updateThis incident has been resolved.
We are investigating an issue impacting Bookshelf Online.
Report: "Delayed Verba course and RMS ingestion"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Processing of Verba enrollment and RMS ingestion for certain institutions may be impacted. We are investigating.
Report: "Widespread issues across our systems"
Last updateThis issue has been resolved. Working with Google, we believe that our systems were impacted as a result of this incident at Google Cloud: https://status.cloud.google.com/incidents/pZF1y9HXi6LpyKDuCDf7
A fix has been implemented and we are monitoring the results.
We have identified this as an issue in GCP related to this: https://status.cloud.google.com/incidents/pZF1y9HXi6LpyKDuCDf7 We are working with google to resolve.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "The VitalSource Store and Sampling are down"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Explore Performance Issues"
Last updateThe performance issue affecting Explore has been resolved and all systems are now operating normally. We will continue to closely monitor Explore to ensure there are no further disruptions.
We have implemented some mitigation which alleviates this issue for some users.
We have identified the issue and are rolling out a solution.
We are addressing issues impacting Explore performance.
We are addressing issues impacting Explore performance.
Report: "Explore and Bridge Services slowness"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Explore and bridge services are having performance issues.
Report: "Overnight issue with integrations"
Last updateThis incident has been resolved.
Overnight integration processing for certain institutions may have been impacted, particularly enrollment and RMS course ingestion to all Verba tools.
Report: "Explore and bridge services are experience issues"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have identified the cause of the issue, and we continue to work this problem.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Investigating Bookshelf Online Performance Issues"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are looking into reports of slow performance in Bookshelf Online.
Report: "Some single Sign on sessions into Bookshelf are failing"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Bookshelf content and search issues"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are working an issue where certain bookshelf users are experience problems retrieving books and searching.
Report: "Wide Spread issues across our Systems"
Last updateThis incident has been resolved.
Cloudflare has resolved the issue, we are monitoring results.
This appears to be an issue with Cloudflare. We are continuing to investigate.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Widespread system degradation"
Last updateOn March 18, 2022, from 9:59 AM till 10:03 AM Eastern time, VitalSource systems had a service degradation. This degradation came during routine non-downtime system maintenance to one of our application service clusters which we do several times a year. During this maintenance, application alerts went off indicating the issue and we quickly rolled back the changes. The problem appears to have originated with network errors communicating with one of our core subsystems during the maintenance. We are investigating the issue the issue and working with one of our service providers on the networking issue.
We are currently investigating this issue.
Report: "VitalSource Catalog issues"
Last updateThis incident has been resolved, but there are places where are our catalogs are still catching up.
Our V3/V4 Catalog systems had an issue which caused catalog updates to fall behind. (Other V3/V4 APIs are unaffected.) This currently is causing issues in other VitalSource applications. - VitalSource Upload: After creating new books/materials in our system, it may take a few hours before you can upload your file. - VitalSource Manage: Newly created content may take a few hours before it can be found in search. - V3/V4 Catalogs: Some custom pricing and custom ISBNs may not be up to date in your catalog. - Booklist Manager: Newly added content may take a few hours before it can be made "Available." - Explore: Explore issue have been resolved.
Our V3/V4 Catalog systems had an issue which caused catalog updates to fall behind. (Other V3/V4 APIs are unaffected.) This also is causing issues issues in other VitalSource applications. - VitalSource Upload: New learning materials may not be able to added via the Upload application. - VitalSource Manage: Newly created content may not be found via search. - V3/V4 Catalogs: Some content may not be updated in catalogs, including the addition of new material, and distribution and price changes on existing materials. - Booklist Manager: Booklist may be unable to move a request to “Available” until this issue is resolved. - Explore: New content may not have been added to Explore collections until this issue is resolved.
Report: "Single Sign On (SSO) to bookshelf is failing in some scenarios"
Last updateThe root cause of this incident was related to the way we handle SSL certificates in our API redirect layer, which in turn caused a narrow set of SSOs into our Bookshelf product to fail. This issue was exposed when our proxy networking layer did a routine cycle of a certificate. We have corrected this issue and audited our systems for any other scenarios where this might occur.
This incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Users having issues logging into Manage"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Bookshelf online is having issues, we are working investigating"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
Bookshelf online and associated APIs are having issues, we are investigating.
Report: "Wide Spread issues across our Systems"
Last updateThis incident was caused by issues with Google Cloud Networking which impacted large portions of the Internet today. Details can be found here: [https://status.cloud.google.com/incidents/6PM5mNd43NbMqjCZ5REh](https://status.cloud.google.com/incidents/6PM5mNd43NbMqjCZ5REh)
This incident has been resolved.
Our systems are have mostly recovered - Google cloud says mostly resolved on their end. We are monitoring closely.
Looks like a wide spread issue at Google Cloud
We are currently investigating this issue.
Report: "Reports of slowness and errors across our systems"
Last updateOn September 29, 2021, from about 3:59 PM Eastern, till about 5:03 PM Eastern, we experienced service degradations across several systems at VitalSource. This issue originated with one of our production data storage systems. The system, which supports our Core services, started experiencing very high I/O, which severely impacted our ability to service requests. We stabilized the system by increasing I/O capacity and reconfiguring background services that generate load on these systems.
This incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
Report: "Multiple Systems Degraded Performance"
Last updateSeveral of our systems were impacted by an incident on one of our caching clusters that started exhibiting irregular behavior. We mitigated the issue and are adding additional capacity to avoid any future issues.
This incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Multiple systems offline"
Last updateAfter working the issue, we identified that the root cause was a Google Cloud Networking issue which essentially took several of our Global Load Balancers offline. We escalated the issue with Google Cloud, and they acknowledge an evolving issue with their global networking and directed us to restart some of our systems to fix the issue. That closed the issue. We are following up with Google Cloud on better notifications when these incidents evolve. All our alerting and notification procedures worked as designed.
All issues are resolved
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are experiencing issues across the VitalSource ecosystem, we are investigating.
Report: "Wide ranging issues in the Cloudflare network may be impacting access to our systems."
Last updateThis incident has been resolved.
Cloudflare is working the issue. See https://www.cloudflarestatus.com
We are currently investigating this issue.
Report: "Degradation of Bookshelf Online and Single Sign-on Services."
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Issues with V3/V4 APIs"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are investigating reports of API requests without Accept headers not receiving proper content type response to our APIs.
Report: "Slowness across our systems"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are getting reports of slowness responses across our systems, we are investigating.
Report: "Intermittent slowness issues"
Last updateThis incident has been resolved.
Issues appeared to have cleared, we are monitoring.
We are experiencing intermittent slowness issues across the VitalSource ecosystem, we are investigating.
Report: "Store payment processing"
Last updateThis incident has been resolved.
We believe the issues have cleared.
Processing has improved. We believe that this is related to broad internet issues across the US.
This may be related to broad CDN issues reported through out the US.
Our student store payment processor is having trouble processing credit card payments. We are working with them to solve the problem.
Report: "Broad internet issues are impacting all our services"
Last updateThis incident has been resolved.
Cloudflare Issues have cleared
The issue has been identified and a fix is being implemented.