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steveg

By steveg
in Educational Software

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simpsonj

simpsonj

Posted
Posted

So are they ditching the CPOMS authenitcator app completely? That wasn't completely clear in their emails before this.

 

Not sure I want to change my MFA method whilst all the issues are going on (and staff are still having issues this morning)!

timbo343

timbo343

Posted
Posted
It's still toast here. I think you got lucky and hit them when schools had gone home for the night.

 

Yeah you might be right actually as we are getting more reports about CPOMS not working. Also had a report that one of our staff members was able to login without inputting any details which makes me wonder if there is a new authentication timeout cookie present on their website.

 

- - - Updated - - -

 

So are they ditching the CPOMS authenitcator app completely? That wasn't completely clear in their emails before this.

 

Not sure I want to change my MFA method whilst all the issues are going on (and staff are still having issues this morning)!

 

That's what we were lead to believe.

  • Thanks 1
TRSJon

TRSJon

Posted
Posted
Does anyone have any contact, other than sales or support at CPOMS higher up the food chain? Our EHT want to send them an email to discuss this and the previous shenanigans when they updated last year.
Danp

Danp

Posted
Posted
I'm really not happy about this. I'm on their Customer Advisory Board and I will be sharing feedback at our next meeting.
  • Thanks 3
mavhc

mavhc

Posted
Posted

I always told people to not use the cpoms app, switch to passkeys if you have bluetooth on the computers that use cpoms.

 

I assume they did switch it at the weekend, but that won't help when the problem is it's overloaded. Why it's overloaded when they have precise data on how many people use it is another question.

Simcfc73

Simcfc73

Posted
Posted

I managed to get in and it prompted me to make a new MFA using google auth or equivalent so I am in.

 

Problem is my Xporter failed on the 16/12 so new staff aren't there.. just been on hold for 40 minutes then the phone went dead.

Sonic007

Sonic007

Posted
Posted

I found that a year or so it was possible to get through by phone very quickly. I am now waiting a lot longer for support. Once connected the support is generally great and things get sorted but it is taking longer.

Do they need to invest in more support staff possibly!?

 

I think this week has been a shambles. We were told CPOMS authenticator was no longer used yet when you tell your users to go and re-add their 2FA device the page is still pointing them to use CPOMS authenticator.

DrCheese

DrCheese

Posted
Posted

Yes, I have a user who when logging in, gets asked to do the old authenticator. Fine, except they don't have one set.

When I look as an admin, I can see none either so I can't delete it.

 

I did log a ticket about it yesterday, but they closed it assuming it was the same as the other errors...

Sonic007

Sonic007

Posted
Posted

I've been told on the phone today that they are going to be shortly enabling it so that admins can "reset" the 2FA devices that users have on their accounts.

Currently you have to phone them up and they remove the old device so you can re-add a new one.

 

We have had to ask them to remove old devices, log in to a staff's CPOMS accounts, add new device, ignore the blurb about CPOMS authenticator. Download Google Authenticator, scan the new QR code, and then you are OK again.

A right faff that I didn't need this week. Poorly communicated to users.

PrimaryNetMan

PrimaryNetMan

Posted
Posted
Have had issues with school today where it was requesting users to scan a QR code for their passkey. Only MFA device they has was the CPOMS App. Had to remove it from their account and then they had to add the Google Authenticator App. Absolute Omnishambles.
  • Thanks 1
UK-John

UK-John

Posted
Posted

Complete headache. Why do they "fix" something that is not broken? Had no problems with the CPOMS authenticator APP.

 

Now when we call CPOMS support we've been put on an endless loop recording for over 1hr.

 

Absolutely unacceptable for our Safeguarding team.

 

And the suggestion to refresh the page multiple time :doh: as mentioned in their post below DOES NOT work.

 

Dear Customer,

 

Following an update last night, we have been made aware this morning that some of our customers are experiencing issues logging into CPOMS and are unable to get beyond the login and 2FA pages.

 

Our engineers are working to resolve the issue causing the error page to be presented and have found that continually refreshing will take you to the correct screen. Please rest assured, the system is not down, however access may be intermittent prior to reaching the dashboard.

 

We will update you as soon as we can. Apologies for all inconvenience.

 

 

Best wishes,

The CPOMS Customer Success Team

TRSJon

TRSJon

Posted
Posted
Yes, I have a user who when logging in, gets asked to do the old authenticator. Fine, except they don't have one set.

When I look as an admin, I can see none either so I can't delete it.

 

I did log a ticket about it yesterday, but they closed it assuming it was the same as the other errors...

 

I had the same thing - in the end we created a alias in our office365 tenancy for cpoms.username@domain that directs to the users main inbox, then created a new cpoms account for the cpoms.username@domain account - this enabled the DSL to get access without waiting for cpoms support. It's a dirty way of doing it, and not acceptable really in this day and age - but at least they got access again.

UK-John

UK-John

Posted
Posted (edited)

Finally got through to CPOMS support number.

1- They reset my account from their end

2- Walked me through the Google Authenticator steps (the one we first used to setup using a QR Code)

3- And PRESTO! It all worked again perfectly.

 

Note: We did the same entire walk-through that support did on the phone with us just now with Google Authenticator, and we could not manage to make it work. It is clear that an account reset has to happen from their end and not yours. It was quite painless once we had the support person on the phone and they reset our accounts there and then.

So my suggestion is: Wait the 1hr 17min it took us to get through (enjoy the music), and you will be happy you did.

 

Support number (UK): +44 01756 797766

Best of luck!

Edited by UK-John
Sonic007

Sonic007

Posted
Posted
They've also failed to tell us how to add new 2FA devices.....Sometimes it seems to be by going to security keys, Authenticator, and other times it is in top right hand corner and Add a new device.

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