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Bromcom SSO Issue / Slowness

michaeljbrewis97

By michaeljbrewis97
in MIS Systems

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Bromcom_Darren

Bromcom_Darren

Posted
Posted (edited)

Hi all,

Please rest assured we at Bromcom are taking this seriously and will be putting whatever resource is necessary into resolving these issues. An update can be found via the link below:

Bromcom Performance Issues - UPDATE (bromcomcloud.com)

 

Best Wishes

Darren Moody

Community Manager

Darren

Edited by Bromcom_Darren
Marci

Marci

Posted
Posted (edited)

A backend upgrade going wrong should not happen in production for an ISO/IEC27001 accredited company.

 

What are the three principles of information security in ISO/IEC 27001, also known as the CIA triad?

 

 

  1. Confidentiality
    → Meaning: Only the right people can access the information held by the organization.
    ⚠ Risk example: Criminals get hold of your clients’ login details and sell them on the Darknet.
  2. Information integrity
    → Meaning: Data that the organization uses to pursue its business or keeps safe for others is reliably stored and not erased or damaged.
    ⚠ Risk example: A staff member accidentally deletes a row in a file during processing.
  3. Availability of data:
    → Meaning: The organization and its clients can access the information whenever it is necessary so that business purposes and customer expectations are satisfied.
    ⚠ Risk example: Your enterprise database goes offline because of server problems and insufficient backup.

An information security management system that meets the requirements of ISO/IEC 27001 preserves the confidentiality, integrity and availability of information by applying a risk management process and gives confidence to interested parties that risks are adequately managed.

Edited by Marci
  • Thanks 2
kennysarmy

kennysarmy

Posted
Posted
Hi all,

Please rest assured we at Bromcom are taking this seriously and will be putting whatever resource is necessary into resolving these issues. An update can be found via the link below:

Bromcom Performance Issues - UPDATE (bromcomcloud.com)

 

Best Wishes

Darren Moody

Community Manager

Darren

 

Darren, with respect what else are you going to say?

 

I'll précis what our Trust Data Manager sent to me this morning!

 

Performance in general is becoming worse and worse.

The support desk has become worse (since they took live chat away),

They are investing in changes to the product which almost all schools have told them they don't want

Very basic things customers want (voted by hundreds of schools) are just not being implemented.

The room booking is awful.

The reports module I am really struggling with and they are very soon about to release yet another UI which will be no doubt be plagued with bugs.

 

When I asked if this had been fedback to our account manager the response was.

 

I have had numerous meetings over the past 18 months, they write my concerns down but nothing ever gets actioned.

 

 

I doubt we're an isolated situation.

 

Darren, to say it's not great is an understatement!

Bromcom_Darren

Bromcom_Darren

Posted
Posted
Darren, with respect what else are you going to say?

 

I'll précis what our Trust Data Manager sent to me this morning!

 

Performance in general is becoming worse and worse.

The support desk has become worse (since they took live chat away),

They are investing in changes to the product which almost all schools have told them they don't want

Very basic things customers want (voted by hundreds of schools) are just not being implemented.

The room booking is awful.

The reports module I am really struggling with and they are very soon about to release yet another UI which will be no doubt be plagued with bugs.

 

When I asked if this had been fedback to our account manager the response was.

 

I have had numerous meetings over the past 18 months, they write my concerns down but nothing ever gets actioned.

 

 

I doubt we're an isolated situation.

 

Darren, to say it's not great is an understatement!

 

Feedback taken onboard, however I genuinely want to help. If you or your Trust Data Manager want to arrange a call with myself or your Customer Success Manager please email [email protected] and I will happily facilitate it.

 

Once again apologies for any inconvenience caused.

 

Darren

Bromcom_Darren

Bromcom_Darren

Posted
Posted
Anybody finding this morning that scheduled reports haven't emailed out and any Excel or Power Bi files that have 'live' links to Bromcom are failing? Or is it just us?

 

Nothing has been raised with our Helpdesk regarding the above this morning. Please do raise your query with them so they can look into this further for you.

 

Thanks

Darren Moody

Community Manager

themightymrp

themightymrp

Posted
Posted

I've raised a ticket just now.

 

For anyone else, we've had zero scheduled reports email out but they show as having run in the Scheduled Reports screen. If I try ticking them there and clicking Run it says it has run correctly, but still nothing comes through.

 

As for live data feeds, anything from oData seems OK but anything using the URL for a live report feed is coming up with 500: Internal Server Error

 

Was told by the support rep that I wasn't the first to report the same issue this morning and other members of the team are aware of it, funny how this isn't represented on the system status page...

 

Must be Monday hahaha (sarcastic laugh)

SupTech

SupTech

Posted
Posted (edited)
Anybody finding this morning that scheduled reports haven't emailed out and any Excel or Power Bi files that have 'live' links to Bromcom are failing? Or is it just us?

Our scheduled reports aren't running as well, our data manager has said there are a few other schools having this issue. Just got to do the usual, submit a ticket and receive a response without any real explanation of the cause.

Edited by SupTech
  • Thanks 2
Bromcom_Darren

Bromcom_Darren

Posted
Posted
I've raised a ticket just now.

 

For anyone else, we've had zero scheduled reports email out but they show as having run in the Scheduled Reports screen. If I try ticking them there and clicking Run it says it has run correctly, but still nothing comes through.

 

As for live data feeds, anything from oData seems OK but anything using the URL for a live report feed is coming up with 500: Internal Server Error

 

Was told by the support rep that I wasn't the first to report the same issue this morning and other members of the team are aware of it, funny how this isn't represented on the system status page...

 

Must be Monday hahaha (sarcastic laugh)

 

Following on from my previous message please see the thread below for an update:

 

Scheduled reports (bromcomcloud.com)

dmj

dmj

Posted
Posted
Nothing has been raised with our Helpdesk regarding the above this morning. Please do raise your query with them so they can look into this further for you.

 

That's not how monitoring works!

Relying on users to tell you that something isn't working is a fundamentally broken model. Platform monitoring and regression testing is really basic stuff for a service provider.

  • Thanks 4
Bromcom_Darren

Bromcom_Darren

Posted
Posted
That's not how monitoring works!

Relying on users to tell you that something isn't working is a fundamentally broken model. Platform monitoring and regression testing is really basic stuff for a service provider.

 

I appreciate that and was sharing what information I had at that time, after it became aware I updated the BromCommunity post with the updated information.

 

Thanks

Darren

localzuk

localzuk

Posted
Posted
Following on from my previous message please see the thread below for an update:

Scheduled reports (bromcomcloud.com)

This is exactly what people talk about with Bromcom manipulating its uptime statistics.

 

You are now aware of an incident preventing a function of Bromcom from working, yet, your status page says there's no incidents.

 

This renders the status page pointless, as it doesn't present what most people consider as incidents.

 

If a part of Bromcom is not working, it is not "up". Customers shouldn't have to send in tickets. The information should be right there on the status page for all such incidents.

  • Thanks 2
TheCookieMonster

TheCookieMonster

Posted
Posted (edited)
This is exactly what people talk about with Bromcom manipulating its uptime statistics.You are now aware of an incident preventing a function of Bromcom from working, yet, your status page says there's no incidents.This renders the status page pointless, as it doesn't present what most people consider as incidents.If a part of Bromcom is not working, it is not "up". Customers shouldn't have to send in tickets. The information should be right there on the status page for all such incidents.

 

It's not generally best practice (at least not in ITIL / ISO20000) to count any incident or service degradation towards up/down time. If they did, the service would show as never 'up' because there are always issues/incidents to varying degrees. That would indeed make the page useless. So too would it be if they split every function of Bromcom down into its component parts and tried to report on their specific uptime.. the page itself I expect would end up with some serious performance issues given it'd need to be a mile long! ;)

Bromcom's status page does also appear to cover this at the top of the page itself:

"Please note that not every incident is listed on this page. Bromcom updates this page when performance degradation affects a substantial number of customers. If you are experiencing an issue that is not reflected here, please contact support."

and provides an alternative avenue to other incidents:

"Information regarding more specific ongoing issues with products can be accessed by logging in to https://help.bromcom.com and selecting 'Known Issues'. If you have any feedback on the page, please email [email protected]"

 

 

Omitting certain types of incidents from an uptime statistics isn't 'manipulation', so long as what is being recorded is clearly defined for the service - which it seems to be.

Edited by TheCookieMonster
  • Thanks 2
localzuk

localzuk

Posted
Posted

@TheCookieMonster - a status page that doesn't list major parts of the system not running? That's a useless status page.

 

Look at Microsoft's status page. If a part of Office 365 is degraded, or doesn't work? An advisory is put up. It doesn't mean the system is "down" but the information is there on the status site.

  • Thanks 2
Ditto

Ditto

Posted
Posted
The thread has got technical to a degree that doesn't matter to end users. The underlying issues need to be tackled and fixed permanently to the degree this thread goes silent.
  • Thanks 1
DrCheese

DrCheese

Posted
Posted
@TheCookieMonster - a status page that doesn't list major parts of the system not running? That's a useless status page.

 

Look at Microsoft's status page. If a part of Office 365 is degraded, or doesn't work? An advisory is put up. It doesn't mean the system is "down" but the information is there on the status site.

 

Yeah the MS one is really good - They'll even put "People are reporting X - We don't know if there's anything actually wrong but we're looking into it"

  • Thanks 1
SupTech

SupTech

Posted
Posted
If anyones scheduled reports run before 8:10am you'll want to rerun them. Same issue as yesterday, but they've applied the fix quicker.
SupTech

SupTech

Posted
Posted (edited)
Reports and Live Feeds issue has been fixed and should now be working fine.

 

 

Yes they are now however before 8:10am they weren't hence the suggestion that people should rerun any reports that ran before 8:10am.

 

Edit: Actually I suggest everyone go through and check your reports, all of ours have had the filter settings removed which has made many of of them useless or unreadable.

Edited by SupTech
themightymrp

themightymrp

Posted
Posted

My scheduled reports don't seem to be working still. Tried running them manually so people would get them for tutor time and nothing came through.

 

Also, it looks as though some column names have been edited in the database - our Power Bi feed is breaking in Power Query as column names its searching for no longer match :mad:

themightymrp

themightymrp

Posted
Posted

So any data that is a live feed from a report (not oData which seems fine) needs to be fixed in Power Query. Attached are the source headings we were getting before followed by what we are getting now.

 

Do they not think that people make use of these features?????!!!

 

Before:

Headings Before.jpg

 

 

After:

Headings After.jpg

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