MyProgress incident report - Post 8.8.1 Update (AUS region)

Issued 25/09/2026 11:00 BST

Summary

After the MyProgress update on 24 September 2026, some users were shown the previous version of MyProgress ("Build: 95" at the foot of the sign-in page) and could not sign in, or saw "Something went wrong. Please refresh the page." The cause was an out-of-date copy of MyProgress's start page held at one location of our content-delivery network. The MyProgress service and all customer data were unaffected.

• Fix: we cleared the content-delivery network's cache at every location worldwide on 25 September 2026.
• What users need to do: close every MyProgress tab and window, then reopen MyProgress.

• Why it was not everyone: each user is served by their nearest network location, and only one location held the old copy.

   

Who was affected

Users whose connection was served by the affected network location (Sydney, Australia) were unable to sign in or use MyProgress from around 07:45 AEST on 25 September until the cache was cleared. Users served by other locations, including other users in the same organisations, could use MyProgress normally, and no issues were reported in other regions.

Not affected:

• Data: no data was lost or changed. Anything already saved or submitted is intact.
• Emails: notification emails, including timesheet verification and email-for-later, continued to send normally throughout.

• The MyProgress service: all services were running normally; the problem was only in which version of the MyProgress page reached the browser.

   

Timeline

All times AEST (UTC+10).

Root Cause

One location in our content-delivery network kept serving an old copy of MyProgress' start page, so browsers connected to it loaded the previous version of MyProgress instead of the updated one.

flowchart TD
    A["User opens MyProgress"] --> B["Nearest network location"]
    B -->|"most locations"| C["Current start page<br/>MyProgress works"]
    B -->|"one location"| D["Old cached start page"]
    D --> E["Previous MyProgress version<br/>loads in the browser"]
    E --> F["Sign-in fails or<br/>'Something went wrong'"]

1. MyProgress is delivered through a content-delivery network, which keeps copies of MyProgress' files close to users so pages load quickly.
2. The start page was not marked "always check for a newer version", so one location kept serving an old copy of it long after it had been replaced.
3. The old start page loads the previous version of MyProgress, and MyProgress' built-in "new version available" check relied on the same cached files, so it did not detect the update.
4. The update removed files the previous version needs, so that version could not sign in, or stopped with "Something went wrong".

Because the old copy came from the network rather than from the user's computer, clearing the browser's cache and cookies, switching browser or using mobile data did not help while that location was serving it.

What we did and what users need to do

We cleared the content-delivery network's cache at every location worldwide on 25 September 2026 (from about 14:40 AEST), so every location now serves the current version of MyProgress.

Users who were affected should:

1. Close every MyProgress tab and window.
2. Reopen MyProgress using the usual link and sign in.
3. Check the foot of the sign-in page: it should show the current build, not "Build: 95".
4. If it still shows "Build: 95", close all MyProgress tabs again and reopen once more.

If the problem continues after that, clear the stored data for the MyProgress site, then close and reopen it:

• Chrome or Edge: press Ctrl + Shift + Delete, choose "All time", tick "Cookies and other site data" and "Cached images and files", then Clear. (This also signs you out of other websites.)
• Firefox: click the padlock next to the address, then "Clear cookies and site data", then Remove.
• Safari on Mac: Safari menu, Settings, Privacy, Manage Website Data, search "mkmapps", Remove.
• Safari on iPhone or iPad: Settings, Safari, Advanced, Website Data, search "mkmapps", swipe left and Delete.

If you still have trouble, please contact support with a screenshot of the sign-in page, including its footer, and the browser you are using.

Improvements Going Forward

We are making changes so that a future update cannot leave users on an old version in this way:

• Never cache the start page at the network: the pages that tell a browser a new version exists will always be checked with our servers, at every location.
• Clear the network cache as part of every MyProgress release, so no location can keep an old copy after an update.
• Make MyProgress's "new version available" check bypass all caches, so it always sees the latest version and refreshes the page itself.
• Keep the previous version's files for a period after each update, so anyone still on the old version keeps working until it refreshes, rather than seeing an error.
• Recover automatically if a page fails to load because of a version change, instead of showing "Something went wrong".
• Check each region after every update: we will confirm from within each region that users are receiving the new version, rather than relying on checks from one location.
• Improve our monitoring of the content-delivery network, so we can see which location served a page and spot an out-of-date copy ourselves, without needing information from users.