Learn365 web part loading issues for customers without the Skills Framework in their license

Incident Report for ZENSAI

Postmortem

Incident Postmortem: Learn365 Web Part Loading Issue

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Impact
Customers who did not have the Skills Framework included in their license experienced issues with loading Learn365 web parts. The issue led to degraded functionality, preventing affected users from fully utilizing the platform.

Root Cause
A code error caused unnecessary requests to the Skills service, even for customers who did not have the Skills Framework feature enabled. This led to failures in web part loading for those users.

Resolution
The issue was resolved by implementing a code fix to eliminate unnecessary requests to the Skills service for customers who do not have this feature in their license. After deployment, monitoring confirmed that web parts were loading correctly for all users. However, in some cases, clearing the browser cache was required for the fix to take effect, which was not the most ideal situation.

Remediation Steps

Code Fix: Updated logic to prevent unnecessary calls to the Skills service for non-Skills Framework users.
Quality Assurance Improvements: Expanded test coverage to include different subscription configurations to catch similar issues before deployment.

We sincerely appreciate our customers' patience and understanding during this time and apologize for the inconvenience.

Posted Mar 11, 2025 - 10:16 CET

Resolved

We sincerely appreciate your patience as we addressed the issue.
After thorough monitoring and analysis, we are pleased to confirm that the solution we implemented has been successful.

If you continue to experience any difficulties, we recommend clearing your browser’s cache and cookies, as this can often resolve lingering problems.
If the issue persists after that, please do not hesitate to reach out for further assistance: https://helpcenter.zensai.com/hc/en-us/articles/14197648878237-How-to-contact-Zensai-Product-Support
Thank you once again for your understanding!

Posted Mar 04, 2025 - 07:00 CET

Update

As a temporary solution, we have modified the configuration of the API Gateway to alleviate issues surrounding loading of webparts. Our team is continuing to work on a permanent solution, with an expected rollout of the next 24 hours

Posted Mar 03, 2025 - 19:20 CET

Monitoring

We are pleased to announce that the web part loading issue has been resolved.
We appreciate your understanding and patience during this time.
If you encounter any additional issues or have any concerns moving forward, please do not hesitate to reach out to us: https://helpcenter.zensai.com/hc/en-us/articles/14197648878237-How-to-contact-Zensai-Product-Support.
Your feedback is important to us.

Posted Mar 03, 2025 - 19:03 CET

Identified

We can initiate an incident report indicating that customers who do not have the Skills Framework included in their license may experience difficulties loading web parts.

Our team is currently addressing this issue and is working on a fix that will be deployed as soon as possible.

Posted Mar 03, 2025 - 17:03 CET

This incident affected: Learn365 North Europe, Learn365 United States, Learn365 Japan, Learn365 Australia, Learn365 Canada, Learn365 United Kingdom, Learn365 Germany, Learn365 Switzerland, and Learn365 for Microsoft Teams.