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SchoolCloud /Roombooking have an outage in case this helps anyone

robintech

By robintech
in Cloud Services

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comicmankev

comicmankev

Posted
Posted

Last email I had from them said this 'After reporting this on to our 2ndline team, I am afraid they haven't been able to see any issues happening on the back-end which might be causing this issue from our side. They have suggested testing to see if clearing cache and cookies alleviates the problem however'.

 

I suspect they have an expiry set for SSO which differs from the standard length of time. Anyone experiencing the issue here is able to use it okay after 1-3 days. If they have sorted it at their end then it should resolve after the existing certificates expire. I've only had one report of it since Christmas so I'm hoping it's resolved now.

rossibIT

rossibIT

Posted
Posted
I am having a complete outage today. Have sent numerous tickets but not getting anywhere with them. Have been told to check settings that we have not changed since we signed up with them.
howartp

howartp

Posted
Posted

I couldn't get on when I started reading the recent posts on this thread (I went back to page 6 onwards).

 

Went to Azure and re-saved the SSO settings on both Azure and RBS (admin page) - and I can now get into RBS.

 

Coincidence or solution, who knows.

robintech

robintech

Posted
  • Author
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We get this now

 

SimpleSAML\Error\Error: UNHANDLEDEXCEPTION

 

Backtrace:

1 www\_include.php:17 (SimpleSAML_exception_handler)

0 [builtin] (N/A)

Caused by: SimpleSAML\Error\Exception: Could not find the metadata of an IdP with entity ID 'https://frogfederation.com/saml2/idp/metadata.php'

Backtrace:

3 modules\saml\lib\Auth\Source\SP.php:317 (SimpleSAML\Module\saml\Auth\Source\SP::getIdPMetadata)

2 modules\saml\www\sp\saml2-acs.php:137 (require)

1 lib\SimpleSAML\Module.php:266 (SimpleSAML\Module::process)

0 www\module.php:10 (N/A)

mdrabble

mdrabble

Posted
Posted

Seems to be an issue with the authentication - we did use Office 365, but had to switch to LDAP to get working again (for now)

 

Downside, is that I need to complete all the meta stuff in the SAML on school cloud.

ICT-Joe

ICT-Joe

Posted
Posted

We've had a few issues recently where users have changed their domain password and it's not replicated through to the Room Booking software (we're using LDAP).

 

When I've tested the LDAP Authentication, I can test with one account and say it does work, then try again and it says it doesn't.

JamieJ

JamieJ

Posted
Posted

We've had similar issues with SAML based authentication from early December onwards.

 

I've been trying all sorts - switched over from ADFS to Azure (was the perfect excuse to move away from old on-prem services).

 

I've been badgering them constantly and finally this morning had the following response through:

 

Hi Jamie,

 

Sorry about this, the information I am working with is that provided by my more senior teams.

 

If you can keep us posted on

- when this happens

- who this happens to

- what time in the day (first thing in the morning, after lunch, randomly etc)

- Did clearing cookies and cache work?

- Did refreshing the browser work?

- Are you getting any error messages?

 

This would all be amazing evidence for us to give to the development. I appreciate you can't do this for all cases, but as much as possible would be perfect.

 

We understand that we have some other schools with this issue, whilst we have raised this with the appropriate teams within the business, they have assured us that the error in question is a localised issue local to the school. Due to this, all evidence we can have to escalate would be great

 

Apologies if I am preaching to the choir with this advise, but if you would like to refresh cookies for a single page quickly, without going through the whole thing of clearing for all pages. This can be done is pressing F12 > Right Clicking the "Refresh" icon > Selecting "Empty Cache and Hard Reload". This then allows the cache and cookies to be removed from this site alone, creating less impact on the other pages open on the browser.

 

Thanks again for your continued patience

  • Thanks 1
robintech

robintech

Posted
  • Author
Posted
We've had similar issues with SAML based authentication from early December onwards.

 

I've been trying all sorts - switched over from ADFS to Azure (was the perfect excuse to move away from old on-prem services).

 

I've been badgering them constantly and finally this morning had the following response through:

 

Odd that it resolved itself for all our users today if it is an end user or site problem as they claim

robjduk

robjduk

Posted
Posted

"Can they pull the data from RBS or do you have to start again?"

 

I don't believe so however I have a new core switch going in at half term so just going to manually create any bookings then.

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JamieJ

JamieJ

Posted
Posted

Think I'm going to book a demo too of schoolbooking, getting thoroughly fed up of RBS now.

 

TES's "solution" to SAML SSO issues is to change our network configuration so that all browsers clear cookies upon closing. Sure, that'll fix the tickets about logging into room booking, only to replace them with tickets from staff asking why they have to log into websites several times every day :doh:

David44

David44

Posted
Posted

If nothing else comes from this, that is useful information at least. I didn't know this. I am considering pinching it for the One line (or very brief) helpers thread.

 

I've been badgering them constantly and finally this morning had the following response through:

Apologies if I am preaching to the choir with this advise, but if you would like to refresh cookies for a single page quickly, without going through the whole thing of clearing for all pages. This can be done is pressing F12 > Right Clicking the "Refresh" icon > Selecting "Empty Cache and Hard Reload". This then allows the cache and cookies to be removed from this site alone, creating less impact on the other pages open on the browser.

  • Thanks 1
robintech

robintech

Posted
  • Author
Posted
This then allows the cache and cookies to be removed from this site alone.

 

Don't think it removes the cookies, I use the "view site information" in chrome URL bar to clear cookies for one site

  • Thanks 1
MrBrow

MrBrow

Posted
Posted

Just throwing my school in here too. Support say there was nothing wrong when contacted a while ago when clearly this thread existing. They were even sent this thread and we had a 'we cannot comment on online forum info'.

 

I couldn't connect myself last week but can today, but a load of staff couldn't this morning hence me posting here. What a mess.

 

Changed from LDAPS to SAML back in the summer but we've just seen issues.

 

Will try the method from @JamieJ above

  • Thanks 1
AJH

AJH

Posted
Posted (edited)

Just adding to this with our experience...

 

As per others, we've been having intermittent issues on and off since December. We use SSO/SAML through our on-prem ADFS.

 

For my account this morning, I have opened 9 browsers on 3 different devices. 7 log in fine. 2 give the "Uh Oh" message. Yesterday, it was a different combo and tomorrow will be different again.

 

I have a case open with Schoolcloud support and it is frankly painful. They insist that this isn't a wider issue with the developers stating that any issues must be localised. However, this thread and others prove otherwise and I've sent the them the links also.

 

Clearing cookies, incognito tabs or different browsers is our workaround but that's a challenge for some of our staff. We're having to add bookings on behalf of those who can't get in. We may have to revert to username/password auth but that seems a backwards step. We're Parents Evening System customers too with exactly the same auth mechanism and that is working fine.

 

Renewal is in March so I'm looking to move elsewhere as support is dreadful since the TES takeover.

Edited by AJH
  • Thanks 1
JamieJ

JamieJ

Posted
Posted

I well and truly threw my toys out of the pram Tuesday afternoon and told them I wanted an early termination and refund for the service. I've now had my ticket escalated to their "Resolutions Team".

 

This is the response I had later that evening from said team:

 

Good evening Jamie,

 

​I hope you are well, as discussed your case has now been raised to myself so I can look in to this a little further and hopefully help resolve this issue you are having with SSO for our Room Booking service.

 

I can see from your previous communications with my colleague Daniel that this issue has been ongoing for a at least a month and I understand this has caused some frustration, I can provide a slight update at this point, we are aware that this is not a localised problem and may be affecting other schools. To that end our Tech Support team are actively investigating a fix and we will be getting back in touch with you and other schools as soon as we have a way to resolve this issue.

 

Thank you for your continued patience and understanding.

  • Thanks 1
robjduk

robjduk

Posted
Posted
Can they pull the data from RBS or do you have to start again?

 

Just to update this, yes they can migrate you (exporting from RBS seems quite easy). It took about a day for them to do it but the old one wasn't working much anyway so we didn't miss much. All seems fairly smooth.

 

I don't work for them and it's still very new to me but based on my brief experience, schoolbooking.com seems to be working very well.

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