Highlights Service Disruption - January 11, 2019: RESOLVED Follow

Resolved: 13:15 EST, 10:15 PST

Hapara Highlights should now be back online 100%. If you continue to experience any Highlights issues, please run a Highlights diagnostic test from any impacted student device and submit the results to our Support Team.

Our teams will continue investigating and implement further improvements to ensure better stability and performance for the future.

We sincerely apologise for any inconvenience during this Service Disruption.


Updated: 13:05 PM EST, 10:05 AM EST

Students in Highlights should begin coming back online and teachers should be able to initiate Focused Browsing sessions.

Highlights may be slow to update student activity however, and our Engineering team is working hard to have everything back 100% ASAP.

Thank you for your continued patience while we resolve this disruption.


Update: 12:30 PM EST, 09:30 AM EST

Teachers may now be experiencing a "We have lost connection" message in Highlights. Our Engineering team is investigating this with the highest level of urgency and we'll update this article again when we have more:


At approximately 8:00 AM EST, we began receiving elevated reports of Highlights issues.

Teachers may see students appearing as offline, a message that Highlights is connecting to the student device.

When running a Highlights diagnostic test from any impacted student devices, you may see the Communication test fail with an error stating "Pusher subscription error: 503"

Our engineering team are investigating the root cause of this disruption and recommend Google Administrators check and confirm the Hapara app is installed correctly in the Google Admin Console in the first instance:

  1. Log in to the Google Admin Console
  2. Select Apps
  3. Select Marketplace Apps
  4. Verify that the Hapara Teacher Dashboard app is installed and is On for Everyone
  5. Confirm that data access is set to granted.

How to install the Hapara Marketplace App via the Google Admin Console

We apologize for any inconvenience caused and apprecaite your patience while we investigate and resolve this issue.

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