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NCEDCloud back online after glitch causes technical issues on first day of school

Guilford County Schools says it's a statewide issue impacting remote learning services like CANVAS.
Credit: WFMY News 2

GREENSBORO, N.C. — Update 10:55 a.m. - Home Base says NCEdCloud users should now be able to access the system and login to Home Base Applications. 

A statewide technical problem delayed the first day of school with thousands of students unable to log into remote learning.

Just before 9 a.m., Guilford County Schools posted to its Facebook page about the issue.

"NCEDCloud is down across North Carolina. That means that students, teachers, parents and all other users cannot access Canvas, PowerSchool or any other NCEDCloud app at the moment. We will update you when this has been resolved," the post said.

School officials said parents and students will be notified once the statewide issue is resolved and students are able to log into lessons. 

"We even heard of some students logging on at 6 a.m. this morning and then things slowed down to a crawl. We learned later that it was a statewide glitch," Guilford County Schools Superintendent Sharon Contreras said.

Public Schools of North Carolina released this statement after the issue had been resolved: 

"The NC Department of Public Instruction received reports this morning that teachers and students were having problems logging-in to NCEdCloud. The vendor-provider of the NCEdCloud Service confirmed that the product experienced a degradation in service this morning. The vendor will provide an explanation of the root cause once it has identified the source. In the meantime, the service is now working."

NCDPI is working with the vendor to determine and address the root cause of the issue. 

Leading up to the first day, school officials said there would be some bumps and urged patience. Contreras said this is not a problem Triad school districts anticipated.

It was certainly frustrating on the first day of school within the first couple of hours and we understand that," Contreras said, "teachers quickly adjusted and started calling students."

NCEdCloud runs programs like Canvas and PowerSchool and those were back up and running by lunchtime.

Contreras said an email from the Department of Public Instruction told the district it had just added 30 new servers ahead of the new school year.

"I don't believe it had to do with so many students logging on. It had to do with the portal that students signed into," Contreras said.

Winston-Salem/Forsyth County Schools asked students to log into class Zoom or Microsoft Team calls during the outage so that their attendance could be counted. Other districts asked families to be patient.

Several districts including Guilford County Schools said students will not be penalized for missing classes or assignments Monday.

GCS said it is working on a contingency plan to deal with potential outages in the future.

RELATED: Everything parents and students need to know for the first day of school amid COVID-19 crisis