Support

[Current Status]

 Service Outage    (Resolved, Monitoring)

[1:30pm GMT 11/03/2023]

There is a network issue with one of our servers which caused the service unavailability. 

Some users experience long delay or hanging when logging in with Worksnaps Client. Some users do not have their time logged and shown in the web console. 

[2:20pm GMT 11/03/2023]

Our system admin has identified the network issue and is working with our data center operator to resolve it. We apologize for the issue encountered.

[3:30pm GMT 11/03/2023]

We have resolved the network issue and the service is back to normal. Users should be able to log in and/or continue to log time now.

[4:45pm GMT 11/03/2023]

Update: Some users were still experience hanging/slowness issue. We have discovered a small-scale DDoS attack on one of our servers. We have brought the server offline to mitigate the issue. 

[5:05 pm GMT 11/03/2023]

The issue has been resolved and we are actively monitoring the system health. 

For those users who have missing time, please add offline time to claim the missing logged hours. 

[Previous Incidents]

 Service Outage    (Resolved)

[8:03am GMT 04/06/2023]

There is a network issue with one of our servers which caused the service unavailability. We are working on resolving the problem.

[9:03am GMT 04/06/2023]

Our system admin is working with our data center operator to resolve to resolve the network issue. We apologize for the issue encountered.

[10:10am GMT 04/06/2023]

The network in the data center has been restored.  Our service is up now and users should be able to log into Worksnaps Client and the web console. The users who were already logging time during the outage will see their screenshots logged during the outage uploaded to the server. However, due to the influx of a large number of requests after the outage, there is a delay in processing those screenshots. Therefore you will see a number of "Pending" screenshots. They will be processed after some time. 

We are closely monitoring the health of the service. 

[10:50am GMT 04/06/2023]

The service is back to normal. The pending screenshots are still being processed to catch up with the current time. 

NOTE -- The users who were already logged in and logging time during the outage should have their time uploaded after the service was restored, please check to see if your time has been uploaded now. If you were not able to log into Worksnaps Client during the outage, please add the missing time as your offline time. 

 Service Outage  (Resolved)

[5:58pm GMT 03/26/2023]

There is a Database issue within our infrastructure. The service is currently down. We are working on the issue. 

[6:20am GMT 03/26/2023]

Our system admin has identified the issue with the Database and is currently rectifying the problem. 

[9:40pm GMT 03/26/2023]

The issue has been resolved and the service is back online. There might be some screenshots that are in pending status waiting to be processed. Those screenshots will be processed shortly. 

[9:50pm GMT 03/26/2023]

The service is back to normal operation. 

Due to the lengthy outage, for the users who were already logging time during the outage, some time might be missing. Please add offline time for your missing time slots to claim the work hours. 

 Service Outage  (Resolved)

[07:55am GMT 07/04/2022]

There is connectivity issue with our datacenter. The service is down now.
We are working on the issue and try to resolve the issue ASAP.

[08:20am GMT 07/04/2022]

The issue has been resolved and we have gotten the service up running.

There are some delays in processing the screenshots and marking them to be active. We expect the processing to catch up shortly.

 Service Outage (Resolved)

[03:10am GMT 02/04/2022]

There is connectivity issue with our datacenter. The service is down now.
We are working on the issue and try to resolve the issue ASAP.

[04:40am GMT 02/04/2022]

The service has been restored. 

You should be able to log in using Worksnaps Client and log time now. The web console should also be available.

Due to the outage, there are a large number of queued screenshots being sent to the servers. Therefore it will be a delay in processing the screenshots. You might see a number of recent screenshots in "Pending" status. They will be marked active when the servers catch up with the job to processing them. 

We are actively monitoring the health of the system.

NOTE: 

• For the users who were already logged into Worksnaps Client and started to log time before the outage took place, there should not be missing logged time. During the outage, the time would be saved on the local computer and uploaded to the server after the service was restored. 
• For the users who tried to log into Worksnaps Client but could not do so due to the outage, there will be missing work time. Please add the missing time as offline time. Here is the help document on how to add offline time -- How to add offline time for yourself : Support (freshdesk.com)

 Service Outage (Resolved)

[11:30pm GMT 01/24/2022]

There is connectivity issue with our datacenter. The service is down now.
We are working with the datacenter operator to resolve the issue ASAP.

[1:00am GMT 01/25/2022]

The connectivity issue at our datacenter has been resolved. The servers are back online. 

You should be able to log in using Worksnaps Client and log time now. The web console should also be available.

Due to the outage, there are a large number of queued screenshots being sent to the servers. Therefore it will be a delay in processing the screenshots. You might see a number of recent screenshots in "Pending" status. They will be marked active when the servers catch up with the job to processing them. 

We are actively monitoring the health of the system.

[2:10am GMT 01/25/2022]

The service is completely back to normal operation.