12/09/2025
Performance issues have monitored over the last two days and widely normal and consistent performance is being seen. While we are continuing to monitor and make fixes for the long term future of the MIS, the known impact is now limited to the temporary removal of photos from the new UI registers and the permanent change in SMTP IP that needs whitelisting.
Remaining issues that you are experiencing should be raised as support tickets so we can investigate the specific causes.
As a result of the improved situation, I am no longer updating this extremely long live article.
New articles will be added to keep you informed these subjects in the medium to long term. Thank you for your engagement over this period and rest assured we continue to work on the remaining issues.
11/09/2025
14:20 We have had reports that schools using their own SMTP server are having some issues with alerts and emails. Schools that those using their own SMTP server will need to allow traffic from the following IP address:
172.166.200.241
This will allow alerts to resume. Our technical team apologise for not passing this on sooner.
This is a permanent change and was made to improve performance of the system.
10:55
Over the past 24 hours, our teams have made targeted changes to further alter system load profile seen during busy periods to further improve performance and availability. One key temporary change has been to remove photos from the new teacher dashboard and registers. Photos remain available in the seating plan and in the classic interface, helping to reduce the load while still supporting day-to-day use.
Initial results are encouraging, but our own late-evening load tests show that further improvements are still required. We are continuing this work to ensure the service can reliably meet the demands of morning registration and other peak period activity.
We remain cautious, but optimistic, and want to thank you for your patience as we work through our action plan.
We understand the disruption this is causing and the impact on staff, students and parents. Please be assured that this remains our highest priority, and both of us are directly overseeing these efforts until the service is fully stabilised.
Best regards,
Simon Walters, Chief Operating Officer
Mark Wilson, Chief Technology Officer
09:30 Following work completed last night, we have seen improved response times from the system over this morning's peak period for the majority of users. We are continuing to monitor the system, and will provide further updates later today.
09:20 Peak period has seen fewer reports of slowness than previous days but we are continuing to monitor this and are still working in the background.
NB Photos have been disabled on the new UI dashboard. See below
10/09/2025:
21:12 [IMPORTANT: NEW UI ONLY]
Photos have been disabled temporarily on the New UI Teacher Dashboard. This will affect the Dashboard Overview and Registers.
If you need the photos please access them via the
Seating Plans
Photo Reports (Reports > Administration)
Students Page > Photo View
Modules > Attendance > User Timetable > Opening the Register.
If you use the OLD UI Dashboard, Photos are still available so please disregard this message.
14:05 After a dip in performance during afternoon registration, performance is returning to normal again.
10:40 The system appears to currently be stable. We are continuing to work behind the scenes.
09:20 Performance is returning to normal, but we continue to monitor
09:00 Problems have been reported again, have passed this inforrmation on to the technical team.
08:40 We are actively monitoring performance this morning. Will update further as the day continues.
09/09/2025:
14:55
Dear customers,
We want to update you again on the service disruption. Following changes made earlier today, we have seen further improvements in performance, with less impact reported compared to the same working period yesterday. While this is encouraging, we remain cautious and know more work is required to achieve the level of stability you rightly expect.
Our engineering teams and partners are continuing to work at full pace, with further planned actions scheduled for this evening. As COO and CTO, we remain directly engaged in overseeing this effort and are committed to ensuring sustained improvement.
We recognise how vital the system is for teaching, learning, administration and safeguarding, and we sincerely regret the disruption caused.
For the most up-to-date information, please continue to check our dedicated channels:
Thank you for your continued patience and understanding as we work to fully resolve this issue.
Best regards,
Simon Walters, Chief Operating Officer
Mark Wilson, Chief Technology Officer
12:00 System appears to be stable for the moment. I will only update here again today if something changes. Do let us know of any new issues.
11:13 The system performance appears to have improved. We are, however, continuing to actively monitor throughout the day
10:16
Service Disruption – Message from the COO and CTO
Dear Customers,
Further to yesterday’s message, we understand that service issues are unfortunately continuing for some schools, but at a much-reduced scale, and we recognise the ongoing disruption this is causing to teaching, learning, administration and safeguarding. Once again, we sincerely apologise.
Continuing the work over the weekend, our engineering teams and external partners have been carrying out additional emergency fixes and infrastructure changes aimed at improving the overall performance and availability of the platform. These actions have not yet restored the stability we are aiming to achieve, and work is continuing around the clock as the highest priority within our business.
As COO and CTO, we remain directly engaged in overseeing this response. We will also be commissioning a full review of the root causes once stability is restored, with the aim of preventing recurrence and rebuilding confidence.
For the most accurate and up-to-date information, please continue to visit:
community.bromcomcloud.com (registration/login required)
We know how serious this situation is, especially in relation to safeguarding responsibilities, and we are treating it with the urgency and priority it demands. Thank you for your continued patience and understanding.
Best regards,
Simon Walters, Chief Operating Officer
Mark Wilson, Chief Technology Officer
09:05 The Team released a change last night to address identified issues.
They are aware of performance issues again this morning and are working to resolve as a priority.
We sincerely apologise for the performance issues again this morning
08:55 Multiple reports of degraded performance, passed these on to the technical team.
08:38 Still no reports of a repeat of prior issues, we continue to monitor performance actively.
08:00 The team is online monitoring system performance following yesterday's work.
08/09/2025:
14:20 The updates deployed late morning are showing to be promising and have improved the service.
At the moment the site is up and stable.
The team continues to monitor the site and will be doing more maintenance this evening to further improve the situation.
There will be no further updates this afternoon unless the status changes.
We apologise for the ongoing issues
12:57 the Team is continuing to work on this issue as absolute priority.
There was an unplanned restart of the platform at 12:40 and was back online at 12:45.
The Team have deployed some changes and are closely monitoring the platform at the moment.
Further updates will be provided as soon as possible.
Massive apologies once again for the ongoing performance issues, we understand the issues these are causing and working to resolve urgently. A full RCA will be provided once this is resolved.
12:43 The system has restarted. This was not a planned restart and we are monitoring as the system comes back online.
12:20 We have requested an ETA from the team that is working on this. I will share it with you once I have it. The analysis that will be publicly released after resolution of the problem will contain the details - any guesses made in the comments section before then are likely to confuse people looking for information, rather than illuminate the situation further. I would ask that commenters therefore refrain from pure speculation on root causes in the meantime.
10:35 Service Disruption – Message from the COO and CTO
Dear Customers,
On behalf of Bromcom, we want to offer our sincere apologies for the continuing disruption to the service. We know how essential our systems are for teaching, learning, administration and safeguarding, and we recognise the additional pressure and risk this places on school staff, students and parents.
Please be assured that resolving this issue is our highest priority. Our teams, alongside senior engineers and partners, have been working around the clock to identify and fix the underlying problems. As COO and CTO, we are directly overseeing these efforts and are fully committed to restoring a stable and reliable service.
Because the situation is still evolving, the most accurate and up-to-date information will be published on our dedicated channels:
We will continue to post updates there as progress is made.
We deeply regret the disruption caused – especially given the impact on safeguarding and day-to-day school operations – and want to thank you for your patience and understanding while we work to resolve this matter.
Best regards,
Simon Walters, Chief Operating Officer
Mark Wilson, Chief Technology Officer
10:11 There are details on how to raise complaints formally you can read here - whilst I have been actively passing on your feedback to the wider business from the comments below, the formal route must, if desired, follow that procedure.
10:06 There is no further detail available at this time, work is ongoing to resolve this issue as soon as possible.
09:06 Work is continuing.
08:30 reports of continued issues this morning. Passed on to support.
07:34 Significant work has been completed over the weekend and performance is being actively monitored this morning
05/09/2025:
16:49 We would like to sincerely apologise for the disruption to the MIS and MCAS services experienced on Thursday and Friday.
Our team has taken steps this afternoon to stabilise the system, and we are continuing to monitor performance closely. In addition, our Cloud team will be working over the weekend to further strengthen and improve the service ready for Monday.
Thank you for your patience and understanding while we resolve this.
We cannot apologise enough for the issues and disruption the last two days have caused, and we are working with our service provider on all investigations and ways forward.
A full RCA will be provided as soon as possible, and will update you first thing Monday with the results of the work from the weekend.
16:41 The investigation and attempts at a solution are ongoing.
14:11 Good afternoon,
To provide an ongoing update to the issues with the Bromcom platform, the team is still actively working with our service provider to ensure platform access and stability. This is being treated as a priority above anything else currently.
Apologies, there is currently no eta for full resolution.
Please keep an eye on our Service Page and Community via:
https://status.bromcomcloud.com
https://community.bromcomcloud.com
I will provide an update as soon as one is available.
Sincere apologies again for any and all issues caused from the ongoing platform performance.
12:36 There is a new issue with the platform causing continued issues, with the same effect as earlier.
Our teams are working with our service provider to restore access
Please keep an eye on our Service Page and Community via:
https://status.bromcomcloud.com
https://community.bromcomcloud.com
We cannot apologise enough for the issues. We truly understand the disruption this is causing and can only stress the work the Team is putting in to get this resolved once and for all.
12:29 Multiple reports of issues, incident reopened.
12:25 System showing some slowness. We are checking into this further
12:10 System is back up, but we are actively monitoring performance. Further update to follow later today.
11:57 System coming back online, we are monitoring performance actively.
11:45 Issue still ongoing
11:22 As it is now past, post about reset warning to save work has been hidden. Please use this post to get updates in future. Reset is still unsuccessful. Team is working on this with the provider as a critical priority
11:07 As an update to the issues this morning, the maintenance that took place at 1030 was unsuccessful. Our Team is working with our service provider to restore the service as critical priority.
We will provide any updates as soon as one is available.
Please keep an eye on our Service Page and Community via:
https://status.bromcomcloud.com/incidents/16726671-9bec-40fd-8020-e5d299241f53
https://community.bromcomcloud.com/announcements/post/performance-issues-in-progress-Ah7hUHmlIQPCgo1
Sincere apologise for all the issues this is causing.
11:00 Restart still in progress, Microsoft are attending the call.
10:35 Restart is in progress
10:10 System requires a restart to resolve issue. We are scheduling this at 10:30. All Bromcom sites will lose access for a few minutes only.
09:45 New issues reported. Major incident team is working on it as highest priority.
04/09/2025:
15:07 The system is now fully restored, but if you are still experiencing issues please contact Support.
15:00 While working with our service provider, our Cloud Team needed to undertake emergency maintenance to continue working on the performance issues customers are facing today. This resulted in an unexpected restart of the MIS leading it to be unavailable between approximately 14:10 and 14:40.
We sincerely apologise for the lack of warning for the MIS being unavailable at this time.
14:42 Web service has been restored
14:15 We restarted our application to allow for the continuation of this fix, this may have affected some users logins. Please log back in if affected
12:30 We still await a full fix eta from our infrastructure supplier. Will update when I can.
11:05 On Sunday 31st August, we increased the resources on our cloud system to help make the return to school run as smoothly as possible.
Unfortunately, on Thursday 4th September, one of our servers developed a serious fault. This has caused some ongoing instability when users are connected to that server. At the moment, we aren’t able to take it out of action ourselves, so we’ve raised it as an urgent incident with our infrastructure supplier to get it fixed and restore stability for everyone.
We’re very sorry for the disruption this has caused. Once the issue is resolved, we’ll also carry out a full review to help prevent it happening again.
We’ll share further updates as soon as we have more news from our supplier. Thank you for your patience and understanding in the meantime.
10:14 Our Cloud team has identified the cause of this morning’s slow page response times and implemented measures to improve performance. Some pages may still fail to load; if this occurs, please try refreshing your browser. The team is treating this as a top priority and continues to work on a permanent solution.
10:12 We have identified the issue and a fix is in progress. Interim comms to follow.
09:30 We have requested an increase in capacity that should begin to improve performance gradually while we fully identify the issue
We’re aware that some schools are currently experiencing performance issues within the MIS. Our team is actively investigating the cause and working to resolve it as quickly as possible. Thank you for your patience and understanding.