Hosted SIMS down?

[SIMS_Customer_Support]

@techsmith320 @DWilson1997 

 

We are aware of an issue currently impacting a component of the SIMS Next Gen, a workaround is available, please contact the Service function for details. The remainder of the SIMS Next Gen platform is operational. 

 

Please be assured that our team is working to resolve this as a top priority. 

 

For the latest updates, please refer to our https://ppgsl.service-now.com/csm

 

We sincerely apologise for any inconvenience this may cause and appreciate your patience while we work to restore full service.

[DWilson1997]

@SIMS_Customer_Support We have not been made aware any work around was available. We have an open Priority 1 Case (CS0139323). Please can you arrange for this to be shared with us. 

 

The last update from SIMS was 12/11/2025 08:27:04 -  Good morning, we believe this issue is now resolved. We will continue to monitor today. If you are still experiencing the same issue, please update this case.

[techsmith320]

Same, no idea of any work around
And have the priority 1 ticket that just said it was fixed at 8.30 this morning

I'm just so tired....

[SIMS_Customer_Support]

3 minutes ago, techsmith320 said:

Same, no idea of any work around
And have the priority 1 ticket that just said it was fixed at 8.30 this morning

I'm just so tired....

Hi @techsmith320 please can you confirm the case reference? 

 

Many thanks,

Sally

[techsmith320]

1 minute ago, SIMS_Customer_Support said:

Hi @techsmith320 please can you confirm the case reference? 

 

Many thanks,

Sally

CS0139352

[SIMS_Customer_Support]

5 minutes ago, DWilson1997 said:

@SIMS_Customer_Support We have not been made aware any work around was available. We have an open Priority 1 Case (CS0139323). Please can you arrange for this to be shared with us. 

 

The last update from SIMS was 12/11/2025 08:27:04 -  Good morning, we believe this issue is now resolved. We will continue to monitor today. If you are still experiencing the same issue, please update this case.

@DWilson1997 I have updated the case and have requested the workaround is shared with you. 

 

Many thanks,

Sally 

[Carrot63]

 

Hi Sally 

 

Could you also urgently let us have details of this workaround please?

 

Our case is CS0140703

 

Thanks

 

[techsmith320]

I love how we have to ask for details of the workaround on a thread on a 3rd party site, rather than... the details just being added to our tickets or posted on the website with a service outage notice...

[techsmith320]

An update has been posted by ESS regards the SIMS issue

**Update**

 

A fix has been implemented.

 

All affected users will also need to make sure they clear the cache from their internet browsers in order for registers to load.

 

In Chrome:

- On your computer, open Chrome.

- At the top right, click More and then Delete browsing data.

- Choose a time range, like Last hour or All time.

- Select the types of information you want to remove.

- Click Delete data.

 

If you delete cookies while signed in to Chrome, Chrome refreshes the Google cookies that keep you signed in. This happens so that Chrome can continue to work as you expect. To delete Google cookies, sign out of Chrome first.

 

 

In Edge:

 

To clear the cache on Microsoft Edge, click the three dots in the top-right corner, go to Settings > Privacy, search, and services, select "Choose what to clear" under "Clear browsing data," and then check the box for "Cached images and files," select "All time" for the time range, and click "Clear now".

 

Should you still experience issues after clearing the cache, please let us know.

[SIMS_Customer_Support]

1 hour ago, Carrot63 said:

 

Hi Sally 

 

Could you also urgently let us have details of this workaround please?

 

Our case is CS0140703

 

Thanks

 

Hi @Carrot63 

 

A fix has been implemented.

All affected users will also need to make sure they clear the cache from their internet browsers in order for registers to load.

In Chrome:
- On your computer, open Chrome.
- At the top right, click More and then Delete browsing data.
- Choose a time range, like Last hour or All time.
- Select the types of information you want to remove.
- Click Delete data.

If you delete cookies while signed in to Chrome, Chrome refreshes the Google cookies that keep you signed in. This happens so that Chrome can continue to work as you expect. To delete Google cookies, sign out of Chrome first.

In Edge:

To clear the cache on Microsoft Edge, click the three dots in the top-right corner, go to Settings > Privacy, search, and services, select "Choose what to clear" under "Clear browsing data," and then check the box for "Cached images and files," select "All time" for the time range, and click "Clear now".

Should you still experience issues after clearing the cache, please let us know by updating your case. 

 

Many thanks

Sally

[jaydee]

Does anyone else find that after almost every major upgrade on SIMS Connected the first day or two after is when the main connection issues occur? Always seems to happen after a school holiday so the first day or two back are a nightmare accessing SIMS.

 

When I queried this recently, the support reply was insistent this doesn't happen but it's happened enough to be a recognised pattern for me and I just tell staff that within two days it'll be sorted going by past experience.

[gaz350b]

I agree @jaydee multiple times its after a holiday/large upgrade.

[CHiLL]

Looks like it's down again with "ERR_SSL_UNRECOGNIZED_NAME_ALERT".

[gaz350b]

They are aware but as alwys no updates on the support portal!

[gaz350b]

looks like its an issue with the Front End as our Third-party Connection still works via the VPN.

[bobsmith]

I'm logged in fine - now making sure I keep my sessions alive.

 

but anyone trying to login is stuffed - I've logged a case with them just before coming on here to confirm it's definitely not a local issue.

 

and yes - no outages listed on the support portal at all.......

Edited December 3, 2025 by bobsmith

[bobsmith]

update:

 

Your case has been updated with an additional comment. For more details click here: CS0159162

 

Case Details:

Case Reference: CS0159162

Date Created: 03/12/2025 11:34:34 GMT

---

03/12/2025 11:39:43 GMT - Laura Ford^{Additional comments}

Good morning,

We are aware of an issue impacting SIMS ID this morning that is preventing access to applications such as SIMS Connected and SIMS Next Gen.

This issue is under investigation as a high priority, and your case has been linked to a Major Case record for this problem. Further updates will be provided via the case when available.

We apologise for the disruption.

Kind regards,
SIMS Support

[skunk]

And yet still not showing on their service portal as having an outage!

[CHiLL]

Their status page is as useless as Bromcom's.

 

Edited December 3, 2025 by CHiLL

[jthompson]

Great status page

[jaydee]

If they don't report it, it's as if it never happened 🤐

[3s-gtech]

The certificate on the web portal that allows them to change the status is probably the same one that's disappeared.

[lmgtfy]

Getting to be an absolute joke at this stage. No wonder their monthly availability figures are so high if they never borther to update their status pages in a timely manner or at all in some cases!

 

https://help.parentpaygroup.com/csm?id=kb_article_view&sysparm_article=KB0013425

[Homer]

Yep it's busted - no SSL certificate is being presented so some clown has screwed up something pretty basic (once in production) 

[CHiLL]

I just refreshed my page and SIMS ID has loaded and I'm now in SIMS Connected.