As of 9:30 pm UTC, our Operations team noticed some performance degradation on ManageBac similar to our previous incident on January 9th.
All hands are on deck as we address this issue on two fronts. Firstly, we have escalated the issue with our network provider, who are actively working on a fix. In addition, we’re implementing a work-around to independently bypass the problematic parts of the network while they work to resolve the main problem.
In the meantime, most users will still be able to access their ManageBac accounts normally, but some may notice slower speeds or a system time out.
Please follow our twitter @ManageBac for real-time updates.
[Update 00:50 am UTC] We’re now back up and running at full speed! We followed up with our data-centre provider and escalated the issue with their team, which resolved the network degradation. We sincerely apologize for any inconvenience caused, and thank you for your patience!
If you used ManageBac to bulk register your students on IBIS this year, the system has been updated with the candidate session numbers.
Please note that PINs must be updated manually through Year Group > Plans > Update IBIS Personal Codes.
Didn’t use ManageBac for your exam registrations this year? It takes only a few clicks. Contact our support team to learn how the integration works, or review our tutorials available here.
No updates this week. Stay tuned!
ManageBac experienced a severe performance degradation between 05:40am UTC on January 9th and 11:17am UTC on January 10th. During this period, ManageBac responded to requests much slower than normal and a percentage of requests would intermittently time-out and fail. As soon as we detected the issue, our operations and product development teams began investigating the cause. We identified the issue was being caused by abnormally high network request times between ManageBac and third party web services that ManageBac depends on. We followed up with our data-centre provider and escalated the issue to their priority support. We also implemented workarounds where possible to alleviate some of the pressure on the system with the goal of keeping critical customer processes running.
After an extended analysis, the root problem was determined to be upstream of our data-centre. Specifically, the fault laid with a network provider called Level3 between our data-centre in Montreal and Amazon Web Services. Our data-centre provider eventually isolated their network from Level3 and re-routed our connections via alternative network providers. We verified that full functionality was immediately restored at 11:17am UTC on January 10.
Why did this occur?
At this point in time, Level 3’s network problems are continuing and our data-centre provider has not received a root cause explanation. Our data-centre assures us that our network will remain isolated from Level3 using alternative network providers until such time as the fault has been reliably and demonstrably rectified.
What are we doing to ensure it doesn’t happen again?
We have set up additional monitoring tools to specifically watch for and alert us of any similar network problems which could adversely affect ManageBac performance.
In addition, we are implementing a second, completely isolated, redundant data-centre with a different data-centre provider. This will give us many more options in the event of a future network outage and will allow us to recover from similar events in a significantly faster time frame.
We thank everyone for their patience and apologise for any inconvenience this incident may have caused. Providing our schools with reliable access to their ManageBac accounts is a top priority so downtime and network performance issues are not taken lightly. For more information on our commitment to users, you can review our service level agreement here.
If you have further questions about this incident, please feel free to reach out to our support team at email@example.com.
- New School Based Subjects enabled: We have added School Based Subjects and updated Aims, objectives, criteria, syllabus for the subjects below. To enable on your account, navigate to Settings > Diploma Programme > Subjects.
– Art History
– Brazilian Social Studies
– Classical Greek and Roman Studies
– Marine Science
– Political Thought
– Turkey in the 20th century
– World arts and cultures
– Nature of Science
– Chile and the Pacific Basin
We’re pleased to announce the launch of a new student interface, bringing the student experience in line with ManageBac Settings and the parent interface. Stay tuned for updates to the Teacher & Administrator views.
The new design is fully responsive on mobile and tablet, and we hope provides an improved experience for your students.
Our online tutorials have been fully updated to reflect the changes for DP Students and MYP Students.
No new updates released this week.
Upcoming New Student User Interface:
On December 13, we sent an email to all administrators to announce the upcoming release of new a new Student User Interface (UI). We plan release the new Student UI next week and will post updated tutorials to our Online Help Centre when the UI is released. Our support team is on standby should you have questions of need any assistance.