Issue: We are aware of some issues with the new ‘View Data’ grid on AppCan Cloud, engineers are currently investigating. AppCan XP (mobile) is functioning as normal.
Status:Â Resolved
Resolution: We have released various updates to improve the user experience and have further improvements coming soon.  If you are experiencing issues with ‘View Data (New)’, you can revert back to ‘View Data’ if required.
Issue:Â We are aware of an error when uploading or saving a document in a Document Distributor, engineers are currently investigating.
Status:Â This is currently being investigated by our engineers.
Resolution: 04/11/2024 11:50 – Issue resolved.
Issue: We are aware that two AppCan portal services – exports and email scheduling stopped on Friday 09/02/2024 late afternoon. Â Engineers are currently investigating and we expect these to be functioning again Monday morning (12/02/2024)
Status: This is currently being investigated by our engineers. Â As of 9:07am (12/02/2024), emails are now starting to be sent and exports are processing. Â We are monitoring these until the queues have been fully processed.
Resolution: 12/02/2024 – Issue resolved
Issue: We are aware of performance issues on AppCan Cloud, our engineers are currently investigating.
Status: This is currently being investigated by our engineers.
Resolution: Resolved 06/09/2023 13:24
Issue: We are aware of performance issues on AppCan Cloud & AppCan Mobile. View Data & Exports are affected on AppCan Cloud. Slower synchronisations are being experienced on AppCan Mobile with a ‘Server Sync’ error status being shown to the user, when a sync has completed. Please note, this is not affecting record submissions.
Status: We have now identified the database query which is causing the reported issues. Our engineers are now working on resolving this.
Resolution: 25/08/2023 13:54pm – Issue resolved. Query execution plan rebuilt.
Last updated: 25/08/2023 13:21pm – Identified issue and engineers working on a resolution.
Last updated: 25/08/2023 11:58am – Issue under investigation
Issue:
Cascade global fields linked to the Integration Hub are currently causing the AppCan mobile app to crash. These fields have been temporarily retired in some forms and ‘Not In List’ fields exposed for manual capture of project / street / permit details. Â This affects Service Card, Purge Card, Mains Test, Noticing Action Requests, CARE, Reinstatement Requests, Risk Assessment Forms in London. Â
This issue is also causing fields in scheduled reports (e.g Project References) to be missing.
We expect to have this issue resolved by mid morning on Mon 21st, after which the drop down cascade global fields will be re-activated within each form.Â
Status: A fix was deployed 21/08/2023 @ 4pm
Resolution: This issue is related to the platform outage we experienced last Wednesday morning. Â Between then and now we have completely rebuilt the api used to update cascade pick lists with data from Street Manager and Ctrl Hub. Â The issue we have experienced 19/08/2023 was a special case we needed to cater for in our new api. Â This work has now been completed, so we will be stronger in this part of the platform as a result.
Issue:
We are aware of a critical performance issue affecting both AppCan Portal users (‘View Data’ grids time out when being loaded) and Mobile users (‘Mobile’ sync is very slow and will result in server sync error messages being displayed to mobile users).
Engineers are currently identifying root-cause and a fix to restore normal system stability. Â We do not currently have an estimated time for restoration, but will provide an update at 9am tomorrow morning.
AppCan Mobile can be used in off-line mode as long as the device is switched to ‘airplane’ settings, which will allow login as long as the user has previously logged into AppCan on their mobile device.  Once logged in, AppCan can then be used to capture and save records in ‘Draft’ (red-cloud) status.  The device can be taken out of ‘airplane mode’ once login to AppCan has been achieved.
Thanks in advance for your patience and understanding. Â We apologise for any disruption this has caused.
Status: This is currently being investigated by our engineers.
Resolution: See below
Last Updated:
17/08/2023 16:00 – Permanent fix has been released to Production to prevent this from occurring again.
16/08/2023 08:42 – We can confirm that ‘View Data’ portal pages are loading now and Mobile synchronisation has been restored.  We are still monitoring the platform and our development team are working on a permanent fix, to be deployed later today.
16/08/2023 08:35 – We have identified a problem with SQL export services, and are in the process of temporarily suspending this functionality on the platform. Â Once this step has been completed will re-check platform response performance is restored; restarting any necessary services. Â Please await further updates.
Issue: We are aware of Server Sync Errors on AppCan XP Mobile.
Status: This is currently being investigated by our engineers.
Resolution: Resolved 12:23pm
Issue: Users unable to logon to AppCan Mobile
Status: This is currently being investigated by our engineers.
Resolution:
Issue:Â Due to a general DNS issue, the AppCan platform was unavailable for a time today. Â This was outside AppCan’s control and affected many different businesses.
Status: This is currently being investigated.
Resolution: Issue resolved 06/09/2021 11:24
Issue: Timeouts being experienced with App builder, Report Builder and View Data in AppCan Cloud.
Status: This is currently being investigated by our engineers.
Resolution: Issue resolved 06/09/2021 10:40
Issue: We are aware of an outage on AppCan Cloud, engineers are currently investigating. AppCan XP (mobile) is functioning as normal.
Status: This is currently being investigated by our engineers.
Resolution:Issue resolved 03/09/2021 17.03
