This page is updated weekly and as issues are identified and resolved.

 

Prod 1 Operational
Prod 2 Operational
Prod 3 Operational
Prod 4 Operational
Prod 5 Operational
Prod 6 Operational
Phone Support Operational
Email Support Operational

KEY:       ✔  Operational          ⚠  Degraded Performance              ❌  Outage

Which stack am I on?

Active Incidents

Parent case number: 201113-1028144
Issue: 4.26.4 s1.dtd is missing the manuscript_flags within the article element
Defect: 34851
Date Reported: 13 Novembar 2020
Status: Defect created.

Parent case number: 200507-0995447
Issue: File Designation settings are wiped after a submission group is deleted and changes to file designations are made.
Defect: 34821
Date Reported: 07 May 2020
Status: Defect created.

 

Parent case number: 201023-1024787
Issue: When Rich Text Editor is activated, browser spell check is not working.*
Defect: 34837
Date Reported: 23 October 2020
Status: Defect created.
*Workaround: Until the issue is resolved, the browser’s spell checking can be accessed by holding CTRL key (or COMMAND on MAC) while right-clicking on the highlighted word.

 

 

Parent case number: 200610-1001753
Issue: In Safari on a Mac, after a submission is started using prefill, the extracted funder information cannot be edited. INVITE ALL – Lines in Rich Text of enMass invitation emails are displayed in one line
Defect: 34434
Date Reported: 06 June 2020
Status: Defect created.

 

Parent case number: 191111-0933764
Defect: 33878
Issue: Reviewer Locator Usage Report is showing lower numbers than it should because RL suggested reviewers who already exist as users on that site are not counting towards the usage statistics.
Date Reported: 11 Novembar 2019
Status: Defect created.

 

Parent case number:  190228-0891628
Defect number:  33077
Issue:  Web Service notifications are not created for all task status changes consistently. The analysis of the issue so far shows that pick, invite and assign task status changes are intermittently affected.
Date Reported: 28 Feb 2019
Status:  Defect created.

 

Parent case number: 191021-0930205
Defect number: 33974
Issue:  Duplicate submission tool is not always finding results as it should.
Date Reported: 21 Oct 2019
Status: Defect created.

 

Parent case number:  190816-0920071
Defect Number:
Issue:  If you use the Merge Duplicate Users search from the Admin center and have a large number of results, clicking on Mark for Merge for any of account results without first selecting a Primary Account, the results will jump to the start of the list.
Date Reported:  27 August 2019
Status:  Defect created.

Parent case number: 201112-1027777
Issue: If Special Character palette formatting is used an Invalid HTML was used error appears.
Defect: 34843
Date Reported: 12 Novembar 2020
Date Resolved: 13 Novembar 2020

 

Parent case number:  201112-1027846
Issue: HTML formatting in response is preventing manuscript ingestion.
Defect:34843
Date Reported: 12 Novembar 2020
Date Resolved: 13 Novembar 2020

 

Parent case number: 200901-1016106
Issue: Author reminders are not rescheduled properly if more then one reminder is configured and the due date is changed
Defect: 34636
Date Reported: 01 September 2020
Date Resolved: 08 October 2020

 

Parent case number: 200818-1013648
Issue: ##PERSON_TEMPORARY_PASSWORD_INSTRUCTIONS## is populated in one line for HTML Editor mode
Defect: 34595
Date Reported: 18 August 2020
Date Resolved: 17 September 2020

 

Parent case number: 200805-1011608
Issue: INVITE ALL – Lines in Rich Text of en Mass invitation emails are displayed in one line if emails are not edited before sending
Defect: 34585
Date Reported: 05 August 2020
Date Resolved: 17 September 2020

 

Parent case number: 200221-0953727
Issue: If Admin adds co-author from Your Recent Co-Authors list by proxy or using Edit This Information option and manuscript is submitted that co-author record will be listed in the Admin’s submissions.
Defect: 34073
Date Reported: 21 February 2020
Date Resolved: 26 August 2020

 

Parent case number: 200324-0969416
Issue: If a tag is not correct and HTML Editor is turned on any other tag in the email will also be broken.
Defect: 34187
Date Reported: 24 March 2020
Date Resolved: 26 August 2020

 

Parent case number: 200401-0970930
Issue: Page auto scrolls to Advance Search when user navigates to admin/production center
Defect: 34251
Date Reported: 01 April 2020
Date Resolved: 26 August 2020

 

Parent case number: 190923-0925744
Issue: Depending on the Outlook version, adding the ICS field to a calendar sometimes does not show the correct journal URL and it can result in an error.
Defect: 33832
Date Reported: 23 September 2019
Date Resolved: 26 August 2020

 

Parent case number: 200131-0949671
Defect: 34449
Issue: In some cases, ORCID ID number belonging to one user is added to another user without authorization during the submission process
Date Reported: 31 January 2020
Date Resolved: 22 July 2020

 

Parent case number: 200427-0993405
Issue: When HTML Editor is turned on email tags that have more than one line of text pull that text as a block of text.
Defect: 34296
Date Reported: 27 April 2020
Date Resolved: 16 July 2020

 

Parent case number: 200305-0965449
Issue: E-mails associated with manuscripts export are not formatted properly when received (all in one line) when Rich-text Editor for emails has been enabled
Defect: 34231
Date Reported: 05 March 2020
Date Resolved: 16 July 2020

 

Parent case number: 200610-1001683
Issue: Mass Create Stubs” and “Mass Update Stubs” pages are distorted or result in an error
Defect: 34408
Date Reported: 10 June 2020
Date Resolved: 06 July 2020

 

Parent case number: 200608-1001186
Issue: Related paper search is working if you search on Manuscript IDs from that journal site, but not if you search on Manuscript IDs from our other journal sites.
Defect: 34404
Date Reported: 08 June 2020
Date Resolved: 25 June 2020

 

Parent case number: 2200515-0996946
Issue: When Prefill option is used on invited manuscripts a new submission is started which allows users to submit manuscripts without connecting them to stubs
Defect: 34358
Date Reported: 15 May 2020
Date Resolved: 11 June 2020

 

Parent case number: 200318-0968095
Issue: Text in Emails is formatted differently (font) in Audit Trail view and edit mode when HTML Editor is on.
Defect: 34192
Date Reported: 18 March 2020
Date Resolved: 27 May 2020

 

Parent case number: 200325-0969658
Issue: When HTML Editor is used the deep-links do not appear as hyperlinks in the recipient’s email opened in a webmail client.
Defect: 34190
Date Reported: 25 March 2020
Date Resolved: 27 May 2020

 

Parent case number:200227-0954975
Defect:
34055
Issue:
Advanced Manuscript Search does not show all filters if New Search or Modify Search link is clicked
Date Reported:
27 February 2020
Date Resolved: 
27 May 2020

 

Parent case number: 200401-0971094
Issue: When Invite Again button is used, no invitation is added to the Review page and it is not possible for the reviewers to view and respond to invitations from their accounts.
Defect: 34212
Date Reported: 01 April 2020
Date Resolved: 27 May 2020

 

Parent case number: 200227-0955002
Defect: 34057
Issue: Some notes on the manuscripts display full text instead of the subject making the manuscripts appear too wide
Date Reported: 27 February 2020
Date Resolved: 21 April 2020

 

Parent case number: 200316-0967705
Issue: If a site is set to transfer out to one journal but not to receive transfers from that journal the Transfer Out queue is missing and the author cannot approve or reject the transfer*
Defect: 34185
Date Reported: 16 March 2020
Date Resolved: 21 April 2020

Parent case number: 200306-0965943
Issue: If a manuscript that was submitted using the pre-fil option and has more than one author is accepted, exports might fail.*
Defect: 34114
Date Reported: 6 March 2020
Date Resolved: 16 April 2020

Parent case number: 200226-0954890.
Defect: 34058
Issue: Top Journal Matches in Analysis tool is turned on for all sites
Date Reported: 26 February 2020
Date Resolved: 03 March 2020

 

Parent case number: 200227-0955019
Issue: There is an issue with CHROME browser where -create a revision- link is completely unresponsive.
Date Reported:27 February 2020
Date Resolved: 03 March 2020

 

Parent case number: 190726-0916626
Defect number: 33513
Issue: When the HTML Editor for Emails is enabled, only emails that are set to be ‘edit before sending’, i.e. which pop-up on the screen, are sent with proper formatting. Those that are not, arrive as one block of text with no line breaks. However, as soon as you edit the template in question and save without making any changes, the email will arrive properly formatted.
Date Reported: 28 Feb 2019
Date Resolved:  26 February 2020

 

Parent case number:  190405-0898704
Defect number:  33135
Issue:  Create a new user account link is missing from the Admin Screen when a search is conducted and no results are found.
Date Reported:  19 Apr 2019
Date Resolved:  26 February 2020

 

Parent case number:  190421-0901182
Defect number:  33163
Issue:  If the journal is using ORCID Log In option, Admins will no longer be able to edit passwords for users with Author/Reviewer roles.
Date Reported:  21 Apr 2019
Date Resolved:  26 February 2020

 

Parent case number:  190719-0915422
Defect Number:  33536
Issue:  For some journals that have a description next to Cover Letter or Abstract during the submission process, the new buttons in the Header of the manuscript also pull that description for Cover Letter and Abstract links.
Date Reported:  25 July 2019
Date Resolved:  26 February 2020

 

Parent case number:  190923-0925744
Issue:  When creating a Stub with the latest version of Google Chrome, the “Add Stub Submission Details” button is missing. It does appear in other browsers such as Internet Explorer and Firefox.
Defect:  33654
Date Reported:  23 September 2019
Date Resolved:  26 February 2020

Parent case number: 191213-0940702
Defect: 33896
Issue: When the recommendation task is overdue and the Reject with Transfer is made, it is not possible to modify the list of “transfer to journals” options selected
Date Reported: 13 December 2019
Date Resolved:  26 February 2020

 

Parent case number: 191206-0939269
Defect:  33886
Issue: When authors try to access their transferred manuscript the page is broken. This will happen if the receiving site has Prefill option turned on
Date Reported: 06 December 2019
Date Resolved:  26 February 2020

 

Parent case number: 191220-0942070
Defect: 33897
Issue: If the option ‘Display Recent Co-Authors Search’ is turned on, when you create a stub and go to add more submission details,  an error on the Authors & institutions step will appear
Date Reported: 20 December 2019
Date Resolved:  30 January 2020

 

Parent case number: 191124-0936290
Issue: The system logs users out when they click on the HTML proof button
Defect: 33850
Date Reported: 24 November 2019
Date Resolved: 26 November 2019
Status: Defect was resolved but we were unable to fix already affected manuscripts. To fix the manuscript, as an Admin, go to Manuscript Files tab > Edit Details button and click on the SAVE button in the window that appears. If you need any assistance, please contact support.

 

Parent case number: 191210-0939867
Issue: The system logs users out when they try to navigate away from a page due to bad instructions
Date Reported: 10 December 2019
Status: If the instructions you had configured prior to the release are now breaking the page(s), please submit a case with the subject “4. 26 Broken instructions” and we will correct them for you. You will be logged out every time you try to navigate away from a page with bad instructions. This is due to stricter HTML rules that were applied to the system in order to further prevent issues with the display.

 

Parent case number:  190326-0896113
Defect number:  33188
Issue:  Invitation emails are not created when reviewers are promoted from the alternate list if the previous reviewer declined through reviewer center instead of using the URL link.
Date Reported:  26 March 2019
Date Resolved:  09 December 2019

 

Parent case number:  190718-0915313
Defect Number:  33539
Issue:  The “Updated by” label in the email templates is showing the name of the user who last triggered the email or a user who viewed the body of the template without making any changes.
It is caused by the changes being made in the background that have to do with the HTML Editor for emails functionality. Even when it’s not enabled on a site, the system still does the conversion in the background the first time a template is triggered or viewed from the admin or configuration center, to ensure that if the HTML Editor is turned on the emails are sent properly formatted. When the defect fix is released, it is expected that when any email template is changed by the system and no edit has been made by a user, the “Updated by …” copy should state, “Updated by system” until a change to the template is made by a user.
Date Reported:  25 July 2019
Date Resolved:  09 December 2019

 

Parent case number:  190925-0926249
Issue:  The Recommendation task was completed but the status stayed “Make Recommendation.” The recommendation does not appear on the Manuscript Information page. The Audit Trail does show greyed out entries around the of the issues on the ScholarOne side.
Date Reported:  24 September 2019
Date Resolved:  30 September 2019

 

Parent case number:  190925-0926268
Issue:  Reviewers submitted a review but it is not recorded. If you go to the Audit Trail there is a greyed out section without any information around the time of the issues on the ScholarOne side and when reviewers said they submitted the review.
Date Reported:  24 September 2019
Date Resolved:  30 September 2019
Fix:  We have submitted all affected reviews in the background.

 

Parent case number:  190925-0926349
Issue:  Reviewers selected automatically moved to invited status but no invitation emails were sent
Date Reported:  25 September 2019
Date Resolved:  07-Oct-2019
Fix:  This was caused by the issue we experienced while deploying 4.25.1 release. We have found all affected manuscripts and alerted the admins on the few journals where the reviewers needed to be re-invited.

 

Parent case number:  190729-0916916
Defect Number:  33509
Issue:  Hyperlink email templates cannot be deactivated but they can be deleted
Date Reported:  29 July 2019
Date Resolved:  10-Oct-2019