Service Status

This site provides service information for all Symology Hosted Services (more)

  Zone 1 Zone 2 Zone 3
Insight Portal
Insight Application
Aurora Application
Community Portal
Street Works Communication
Data Transfer Services
Internet Connectivity
Public Web Portals
Mobile Apps
Monitoring Services
Support Services
Last Refresh: 18/02/2025 22:42
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All Clear Zone 3 No Data Store Aurora Academy error with starting courses
10/02/2025 22:21 We have restored the Academy to the prior state and normal services has resumed. Note any courses started or lessons completed since Saturday are reset and will need to be restarted/completed again.

We apologise for any inconvenience caused during this incident and appreciate your understanding. Our team will conduct a thorough review to prevent similar issues in the future.
10/02/2025 12:49 The login issues are now resolved, both Portal and Academy are available.

The issue starting/continuing courses on the Aurora Academy is still occurring, resulting in a 404 error. We plan to address this outside of office hours tonight. In the meantime, please consider starting course lessons from the curriculum page where possible, and bear in mind your course progress may be reset this evening, back to close of play Friday evening. We will update this status tomorrow morning.
10/02/2025 12:11 There is currently a related issue impacting login to both the Community Portal and the Academy. We are working on this and will provide a further update shortly.

Thank you for your patience and understanding as we work to restore normal service.
10/02/2025 11:57 We are still in progress with a restoring rollback of the Aurora Academy service, which may appear offline for some periods today. Once we have completed this process, any course purchases and progress will be restored to the prior state from before the weekend.

Thank you for your patience and understanding as we work to restore this service.
10/02/2025 11:06 We are in progress with a restoring rollback of the Aurora Academy service, which may appear offline between now and an estimate of midday. Thereafter any course purchases and progress will be restored to the prior state from before the weekend.

Thank you for your patience and understanding as we work to restore this service.
10/02/2025 10:31 We are aware of an issue starting courses on the Aurora Academy. At this time users may experience a 404 error. Our team is actively investigating the issue and working to resolve it as quickly as possible.

Returning to the course page and selecting lessons from the curriculum tab may provide a temporary solution.

We apologise for the inconvenience this may cause and will provide an update by midday, or sooner if new information becomes available.
All Clear Zone 1 & 2 No Data Store Low Risk Live Site inspection failures from Insight/Insight Mobile
10/02/2025 09:00 This update has been applied successfully.
06/02/2025 16:18 We will apply the required update to Insight on the Managed Service after business hours on Friday evening. We will make this available for customer download (to apply to locally hosted solutions) on Monday. We will provide a further update by 09:00 am on Monday 10th February 2025.
06/02/2025 12:00 We are in the late stages of testing an update to Insight, and plan to apply this for Managed Service customers this evening. We shall also make this version available for customer download where required shortly afterwards. Note there is no need for updates to Insight Mobile. We will provide a further update tomorrow morning at 9:00 am or sooner, confirming our progress.
05/02/2025 14:27 Since the Street Manager update on 03/02/25, it has not been possible to send Low Risk Live Site inspection failures from Insight/Insight Mobile to Street Manager, due to a breaking change in the API introduced by the DfT.

Whilst this combination of inspection and result is not especially common, we recognise this could cause issues. Symology are progressing an urgent update to address the change introduced by the DfT.

We will provide a progress update on 6th February by midday, or sooner if more information is available.
All Clear Zone 1 & 2 All Data Stores Essential Network Maintenance
07/02/2025 21:16 Network maintenance complete.
07/02/2025 15:41 Essential maintenance is required on some of our network devices. The work will be carried out between 2100 and 2200 on Friday 7th of February. A brief interruption in traffic may occur during this time.
Open Zone 3 All Data Stores Maintenance - Aurora
07/02/2025 12:47 The Aurora service will be offline for a period during the regular update window which will begin from 6 pm on the 20th of February until midnight. Whilst we cannot confirm the precise duration that the service will be offline, the Trust website will be updated as soon as the update has been completed and the service is once again available.
All Clear Zone 3 No Data Store Aurora map annotations
05/02/2025 09:00 We are pleased to inform you that the map annotation issue has been addressed by our third party map services supplier. We are awaiting formal confirmation and will monitor the service closely in the meantime. Services are now operating as expected.

We apologise for any inconvenience caused during this incident and appreciate your understanding. Our team will conduct a thorough review to prevent similar issues in the future.

If you continue to experience any issues, please contact our support team. Thank you for your patience and trust.
04/02/2025 17:00 Our third-party mapping supplier is investigating this issue. Users may still experience missing display of annotations including road names and numbers.

Note tooltips will display the road name, mitigating this issue significantly. We also recommend using the Change Basemap feature if preferred.

We will provide the next update tomorrow by 9:00 a.m, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
04/02/2025 11:49 Our third-party mapping supplier is investigating this issue. Users may still experience missing display of annotations including road names and numbers.

Note tooltips will display the road name, mitigating this issue significantly. We also recommend using the Change Basemap feature if preferred.

We will provide the next update by 4pm, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
04/02/2025 08:52 Our third-party mapping supplier is investigating this issue. Users may still experience missing display of annotations including road names and numbers.

Note tooltips will display the road name, mitigating this issue significantly. We also recommend using the Change Basemap feature if preferred.

We will provide the next update by midday or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 16:25 Our third-party mapping supplier is investigating this issue. Users may still experience missing display of annotations including road names and numbers.

Note tooltips will display the road name, mitigating this issue significantly. We also recommend using the Change Basemap feature if preferred.

We will provide the next update tomorrow by 9:00 a.m, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 15:33 Our team have successfully restarted Aurora mapping services, the majority of mapping services are operating normally.

We still have the original issue where annotations such as road names and house numbers are not displayed. We are awaiting an update from our third party supplier to address this. We recommend using the Change Basemap feature as a temporary solution.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 15:18 We are working to resolve the current mapping issues, we are restarting map services which will take approximately 15 minutes to complete. After that we will verify status, then provide an update here. Note, we do not believe this is directly related to the missing display of annotations, where we are awaiting an update from our third party supplier.

We will provide the next update at 15:45, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 14:57 Further issues with the mapping have now been reported, Aurora maps are currently unavailable. We will provide a further update shortly.
03/02/2025 14:29 We have raised this with our third-party mapping supplier, who are investigating the issue. Users may still experience missing display of annotations including road names and numbers.

We recommend using the Change Basemap feature as a temporary solution.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 13:32 We have raised this with our third-party mapping supplier, who are investigating the issue. Users may still experience missing display of annotations including road names and numbers.

We recommend using the Change Basemap feature as a temporary solution.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 12:30 We have raised this with our third-party mapping supplier, who are investigating the issue. As of now, users may still experience missing display of annotations including road names and numbers.

We recommend using the Change Basemap feature as a temporary solution. We understand that this may not fully replace the disrupted service, but we hope this helps minimise the impact on your operations.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 11:33 Our team has identified this is a supply issue with our streaming map service. As of now, users may still experience missing display of annotations including road names and numbers.

Whilst we work to resolve the issue we recommend using the Change Basemap feature as a temporary solution. We understand that this may not fully replace the disrupted service, but we hope this helps minimise the impact on your operations.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 10:36 We are continuing to investigate the streaming map service issue. Our team has identified this is a supply issue with our streaming map service. As of now, users may still experience missing display of annotations including road names and numbers.

Whilst we work to resolve the issue we recommend using the Change Basemap feature as a temporary solution. We understand that this may not fully replace the disrupted service, but we hope this helps minimise the impact on your operations.

We will provide the next update in one hour, or sooner if new information becomes available.

We understand the inconvenience this causes and thank you for your continued understanding.
03/02/2025 09:46 We are aware of a streaming map service issue, affecting the display of annotations including road names and numbers. At this time users may experience intermittent map performance issues. Our team is actively investigating the issue and working to resolve it as quickly as possible.

Whilst we work to investigate the issue we recommend using the Change Basemap feature as a temporary solution. We understand that this may not fully replace the disrupted service, but we hope this helps minimise the impact on your operations.

We apologise for the inconvenience this may cause and will provide an update within one hour or sooner if new information becomes available.
All Clear Zone 3 No Data Store Aurora - map not loading
29/01/2025 12:49 We've had no further issues reported, and are marking this as All Clear. We are continuing to monitor the primary online map service provision, and will follow up with the third party supplier.
29/01/2025 10:30 No further issues have been reported, we will continue to monitor. Next update at 13:00 or before.
29/01/2025 09:59 Currently mapping services are operational; our primary online map services have suffered intermittent issues this morning. Please refresh your browser window if your map is not displaying as expected, and do use the Change Basemap feature in the map menu if required. We will monitor this and provide a further update by 10:30.
29/01/2025 09:38 The map services has ceased again, please use the three dot menu to select an alternative map. We will work to resolve this, and will update this status no later than 10:00.
29/01/2025 08:44 All services are operational, this appears to have been a temporary disruption in online map service provision. Note you can select an alternative map from the map three dot menu if such issues occur. We are marking this as all clear.
29/01/2025 08:35 Normal service appears to have resumed, however we are monitoring closely. We will provide an update by 9:00 or earlier.
29/01/2025 08:22 We have reports that the Aurora map is not loading - leaving a grey background. We are investigating and will report back shortly.
All Clear Zone 3 No Data Store Aurora Customer Services Licences emailing Approvals
28/01/2025 08:57 A software update was implemented last night to rectify the issue with the Aurora Customer Service Licences emailing.
27/01/2025 17:39 The hotfix to resolve the Aurora Customer Services Licences Emailing issue has passed all testing and will be implemented this evening.
27/01/2025 12:38 It has been reported that Aurora Customer Services Licences Approval emails are failing. This will be affecting anyone using Aurora Customer Service for Licences and emailing approval documents. The development Team are aware of the issue and a fix is undergoing testing. We will update further when we have information on the deployment of this fix.
All Clear Zone 3 No Data Store Aurora Mapping Performance
22/01/2025 11:20 The mapping performance issues are now resolved, this incident is now clear.
22/01/2025 10:29 Our investigations and remedial tasks are ongoing. We will update again by 11:30 or earlier.
22/01/2025 10:02 We've noted some mapping issues, performance is slow. We are investigating and will update again shortly, no later that 10:30