Welcome!
Edgenuity Pop-up Chat
Identified - We have identified an issue with our Zendesk chat feature in our Edgenuity LMS that would cause the chat widget to constantly pop-up. The feature has been disabled until the pop-up issue has been addressed.
We understand that this is an inconvenience and apologize for the disruption as we continue to work on improving our customer experience.
Jun 24, 14:38 PDT

About This Site

As your partner in online and blended learning, our team of customer support professionals is here to help you and your students get the most out of your Edgenuity implementation. If you have any questions, concerns, or issues, please contact us below.

For Product Support:
PHONE:
877.202.0338
EMAIL:
CustomerSupport@edgenuity.com
HOURS OF OPERATION:
Monday–Friday: 7:30 a.m. to 9:30 p.m. (EST)
Saturday–Sunday: 9:00 a.m. to 5:00 p.m. (EST)


Edgenuity Upcoming Maintenance Schedule
Throughout the year, Edgenuity will be performing regular system maintenance sessions to improve our customer experience. We don’t anticipate any impact to you during these sessions and will ensure you receive any pertinent updates. Please find the specific 2019 maintenance start dates listed below:

2019
• July 18th
• August 1st • August 15th
• August 29th • September 12th
• September 26th • September 1st
• October 10th • October 24th
• November 7th • November 21st
• December 5th • December 19th

Student and Educator Systems Operational
Edgenuity Teacher LMS Operational
Edgenuity Student LMS Operational
LMS feature/tool Operational
Edgenuity Login Operational
SSO Login Operational
Odyssey LMS Operational
Genius/SIS Operational
PowerSpeak Operational
Videos Operational
File Sharing Operational
CloseReader Operational
LTI Operational
UpSmart Operational
MyPath Operational
General Edgenuity Systems Operational
Edgenuity.com Operational
Edgenuity support line Operational
Edgenuity chat service Operational
Edgenuity maintenance Operational
Nightly imports Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
e-rater scheduled maintenance Jul 10, 06:00-10:00 PDT
On Wednesday July 10th from 9:00 am to 1:00 PM Eastern time our 3rd party vendor, e-rater, will be conducting a scheduled maintenance outage to upgrade their software. During this time e-rater, which is an automated tool to grade essays and journals, will not be available for users within the Edgenuity LMS.

DURATION: The upgrade is scheduled to take 4 hours.

If you have questions regarding this maintenance, please email customersupport@edgenuity.com.
Posted on Jun 20, 11:32 PDT
PowerSpeak Scheduled Maintenance Jul 12, 21:00 - Jul 13, 21:00 PDT
July 12th from 9:00 p.m. Pacific/midnight Eastern to July 13th at 9:00 p.m Pacific/midnight Eastern time, Edgenuity will be performing planned system maintenance to our Powerspeak Edgenuity platform. During this time, students and teachers will not be able to access Powerspeak Courseware.

DURATION: The upgrade is scheduled to take 24 hours.

We understand there is no ideal time to perform routine maintenance, and thank you for your understanding and support as we continue to maximize our customer experience. If you have questions regarding this maintenance, please email customersupport@edgenuity.com.

Thank you for your partnership
Posted on Jun 10, 09:57 PDT
Past Incidents
Jun 26, 2019

No incidents reported today.

Jun 25, 2019

No incidents reported.

Jun 24, 2019
Edgenuity Pop-up Chat
Resolved - This incident has been resolved.
Jun 24, 06:44 PDT
Investigating - We have identified an issue with our Zendesk chat feature in our Edgenuity LMS that would cause the chat widget to constantly pop-up. The feature has been disabled until the pop-up issue has been addressed.
We understand that this is an inconvenience and apologize for the disruption as we continue to work on improving our customer experience.
Jun 19, 22:55 PDT
Phone System
Resolved - Our 3rd party vendor Zendesk was able to resolve this issue; our customer support team is now able to receive phone calls.
Jun 24, 06:27 PDT
Identified - Our 3rd party vendor Zendesk has escalated this event, now indicating degraded performance with their call feature affecting customer support calls intermittently.
Jun 24, 05:56 PDT
Investigating - We are currently investigating an issue where users are unable to connect calls to our customer support.
Jun 24, 05:35 PDT
Jun 23, 2019

No incidents reported.

Jun 22, 2019

No incidents reported.

Jun 21, 2019

No incidents reported.

Jun 20, 2019

No incidents reported.

Jun 19, 2019
Edgenuity LMS Errors
Resolved - This incident has been resolved.
Jun 19, 18:27 PDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 19, 18:24 PDT
Identified - The issue has been identified and a fix is being implemented.
Jun 19, 17:48 PDT
Investigating - We are currently investigating this issue.
Jun 19, 17:37 PDT
Edgenuity LMS Unexpected Errors
Resolved - This incident has been resolved.
Jun 19, 16:12 PDT
Identified - The issue has been identified and a fix is being implemented.
Jun 19, 15:48 PDT
Investigating - We are currently investigating this issue.
Jun 19, 15:43 PDT
Jun 18, 2019

No incidents reported.

Jun 17, 2019

No incidents reported.

Jun 16, 2019

No incidents reported.

Jun 15, 2019

No incidents reported.

Jun 14, 2019
Odyssey Scheduled Maintenance
Completed - The scheduled maintenance has been completed.
Jun 14, 22:34 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Jun 14, 18:00 PDT
Scheduled - Today, June 14th from 9 p.m. to June 15th at 9:00 p.m Eastern time, Edgenuity will be performing planned system maintenance for our Odyssey platform. During this time, students and teachers will not be able to access the Odyssey platform, including Compass Learning High School, Pathblazer, or Hybridge.

DURATION: The upgrade is scheduled to take 24 hours.

We understand there is no ideal time to perform routine maintenance, and thank you for your understanding and support. If you have questions regarding this maintenance, please email customersupport@edgenuity.com.

Thank you for your partnership,
Jun 6, 13:59 PDT
Activity Scoring Incorrectly
Resolved - This incident has been resolved.
Jun 14, 14:45 PDT
Identified - We have identified an issue where students are automatically scoring 0’s when completing activities that rely on keywords in Edgenuity LMS. Our Engineering team has been engaged and currently working to resolve this issue. If you have any questions please contact customersupport@edgenuity.com
Jun 14, 14:12 PDT
Jun 13, 2019
LTI Components
Resolved - This incident has been resolved.
Jun 13, 15:36 PDT
Update - The hotfix has been validated in our QA environment successfully. Our engineers will be deploying this fix to our production environment Today at 2:30 PM MST.
Jun 13, 11:11 PDT
Monitoring - A fix has been implemented and we are monitoring the results.
Jun 13, 09:23 PDT
Identified - We have identified an issue with our LTI components where districts attempting to integrate with the LTI 1.1 will receive an error. Our Engineering team has been engaged and currently working to resolve this issue. If you have any questions please contact customersupport@edgenuity.com
Jun 13, 09:09 PDT
Jun 12, 2019

No incidents reported.

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