We sincerely apologize for the system-wide technical challenges many families experienced today, especially with connecting APS devices to Canvas and Microsoft Teams. The Department of Information Services identified that the primary source of the issue was firewall-related, due to the large volume of traffic trying to access Microsoft Teams at one time. We are deploying a solution now.
We knew there would be a high volume of traffic on the first day of school. We believed we had taken all necessary steps to prepare for this in advance, and unfortunately this morning we discovered an additional adjustment was needed. We are refreshing the firewall servers now. Performance has already improved and should continue to improve through the afternoon. We will continue to monitor this tomorrow and throughout this first week to make adjustments when necessary.
There are no additional steps necessary for families. We encourage you to continue trying to log on and to try restarting your child’s device.
Additionally, the phone number we had set up for technology support was quickly overwhelmed due to the same issue, and we have resolved that issue. Families can continue to access our self-help guides on the website and dial 703-228-2570 for additional support. We are sorry for the issues and understand your frustration as we start the year. I also want to clarify that we were aware of an issue with Global Protect, brought to our attention late last week, and that issue was resolved over the weekend. We will continue to monitor and support families throughout this week and on an ongoing basis.
Dr. Francisco Durán