[sims] Teacher App settings

[MrBrow]

Sorry @PhilNeal I am not seeing the CPU issue as reported but instead the offline issue within the app. Log into the app, and it shows that the services are offline. Restart the services (despite them showing as started already) and it works again.

[PhilNeal]

@MrBrow - understood. That's not come to development yet but I will watch out.

[Griff]

@MrBrow - understood. That's not come to development yet but I will watch out.

 

Any time line? I first logged that issue on March 19th 2015 then again on June 25th 2015.

[MrBrow]

It does seem odd considering it has been discussed in this thread over 4 pages now.

 

Thought it was a Hampshire internet feed issue until I found this thread and have just sent the 2nd lot of logs off to the Capita helpdesk. Judging by the other comments, I assume the cause hasn't been discovered yet.

[PhilNeal]

The issues in this thread have been resolved. You may be experiencing something new. We have >600 schools using the app so we will know very quickly if something else has occurred.

[PhilNeal]

I've had an update from the product manager and there are a number of schools reporting this since the last update. We have suspended the upgrade whilst we investigate.

[Greg]

Hi @PhilNeal

There doesn't seem to be anything about this upgrade suspension on the Capita site, will details be posted there

[splattthecat]

We have found an issue with SSM using port 50000, which is also in the range of ports used by DNS. Excluding port 50000 from the range of ports used by DNS seems to make SSM much more reliable.

In addition there is also a problem if patch 21035 (The patch to activate support staff use of Teacher App) is applied through SOLUS3, as this breaks the Manage Users area. Patches 19098 and 20249 can be used to fix this problem, and Capita are looking at patch 21035 to see what is going wrong with it.

[PhilNeal]

There is a notification on MyAccount - don't know when it was posted.

The suspended piece is SSM not the app.

[MrBrow]

The issues in this thread have been resolved. You may be experiencing something new. We have >600 schools using the app so we will know very quickly if something else has occurred.

 

So just to confirm - all the references to the services in this thread needing a restart have been resolved? It's strange that @Griff doesn't seem to think the same and I have been seeing this issue, like other Hampshire schools since June when I first installed Teacher App. Do we know when the last update to the service was as I assume the issue was reported way before this suggesting the update is not solely to blame.

 

@splattthecat Interesting information! I just installed patch 21035 2 nights ago but manage users is not broken for me though. I do have a call open so will see if any update comes from that direction.

[PhilNeal]

@Mr Brow absolutely fixed. However a symptom can have other causes. The causes mentioned in this thread were resolved shortly after they were raised.

[MrBrow]

If anyone else is watching this thread, I've been contacted by Capita and there is some discussion regarding ports not being opened at providers end causing the disconnects (using the proxy and not the TA ports so if the proxy does not respond, the connection drops).

 

Change request has been made and I am hopeful that this resolves the issue.

[Baymax]

@MrBrow I have been reviewing this thread with great interest. We are also using a school in Hampshire embarking on TeacherApp, experiencing the same 'offline' errors with an internet connection from Hampshire County Council. We'd be very interested to learn if the changes you requested of HCC resolve the issue, and if possible, what the exact changes were that you requested. Separately, we also have a ticket raised with their helpdesk and are awaiting a response. Thanks.

[MrBrow]

PM sent

[RLR]

To bring an old(ish) thread back to life. We're still getting the error message: "A Server error has occured. There has been a problem when trying to get student marks. If the problem persists please contact your IT Support team."

 

This error appears when we click to take attendance on current classes or classes that have already been. If we're to go forward a week and click the same class we don't get this error. It seems very intermittent. I've had a call open with Scomis who are in contact with Capita but we don't seem to be getting anywhere.

 

We've tried:

Re-installing the app

Turning Location Services on

Different iPads

Adding iPads to an exception list on the firewall

 

Has anyone else come across this issue?

[MrBrow]

@RLR I am still seeing issues with Services being offline but not seeing the message you have reported. I would immediately assume it was network connectivity but it seems you have already though of that.

 

I see from May this year that you did suffer from the offline issue too. Did that get resolved and if so, do you know how?

[RLR]

@RLR I am still seeing issues with Services being offline but not seeing the message you have reported. I would immediately assume it was network connectivity but it seems you have already though of that.

 

I see from May this year that you did suffer from the offline issue too. Did that get resolved and if so, do you know how?

 

I believe this resolved itself with the updates from capita. It was around the time of the CPU maxing issue. We currently have our sims hosted by SCOMIS. We had to email them every so often to restart the service.

[MrBrow]

I don't know why mine is still an issue then. No updates have resolve my services needing a restart daily!

 

[winng]

Long given up..... and reading this thread reminds me why we did.....

[RLR]

Long given up..... and reading this thread reminds me why we did.....

 

To be fair, the app is working 99% of the time. It's just this one user who is getting this error. If I act on behalf of this user I will also get this error. It seems to be linked to the classes/user account possibly.

[Griff]

Been asked to re-investigate the teacher app better go dig it up haha

[JHerbert]

Hello

 

If you are having on-going connection issues with the Teacher App could i ask that you contact me so that we can investigate these more fully and hopefully get to the bottom of the issue for you?

 

I can be contacted at [email protected]

 

Thanks

[RLR]

Just replying to say our issues have been resolved now after applying a database patch and updating sims teacher app to : 3.0.3.21 .

 

The app is now working very well. Cant wait for more features to get added.

[MrBrow]

Just replying to say our issues have been resolved now after applying a database patch and updating sims teacher app to : 3.0.3.21 .

 

The app is now working very well. Cant wait for more features to get added.

 

 

Thanks for the update! Same SSM version as me but I have not seen any "Teacher App services are offline" messages for a week or so now, which is rather good compared to previous frequency of restarts (one server restart for Windows Updates). Not heard of the db patch offering though.

 

Appreciate the news and hopefully it remains stable now