2 Issue(s) Reported



Release(s):
11/13/25 5:00 AM ET - Version 5.0.6 Release


Incident(s):

11/21/25 9:37 AM ET - Alt Services Trip Changes not Updating in FV (ex. driver change) INVESTIGATING

Status: This issue is under review.

Issue: Alt services team is getting some reports from parent app users saying the app didn’t update to show a driver change. 
11/21/25 12:00 AM ET - Changes made in the Alt system to student, district, and/or school information not updating in First View. RESOLVED 

Status: This issue appeared to stem from a back end job between the Alt system and First View system being removed. The team re-added the job and when restored all updates appeared in First View. The restoration of data was complete by 09:30 AM ET.

Issue: Changes made in the Alt system to student, district, and/or school information after 11/21/24 at 12:00 AM ET is not updating in First View. This may result in data discrepancies with the student, district, and/or school information showing in First View. 

9/2/25 12:00 PM ET - Alt Trip Schedule Display/Tracking Issue INVESTIGATING
Status: The team implemented a series of hotfixes to resolve this issue. Most student trips now reflect the accurate information. Trip history may be unavailable in the dashboard.

11/3/25 6:00 PM ET - Working with internal teams to review republished data and tracking issues.

11/13/25 4:00 PM ET - We continue to observe issues with some trips and stops not displaying correctly in First View and are working with internal teams to investigate.

Issue: Some trips appear in the dashboard and app with an outdated schedule. This happened as a result of the system receiving both current and older versions of the trip data. Parents may see canceled in the app for the outdated trips.
11/10/25 5:30 AM ET - Route Tracking Issues in District Dashboard and Parent App RESOLVED

Status: The issue appears to have stemmed from a failed import task with the hotfix release for the issue on 11/4/25. We reimported all route data from 11/4/25 - 11/17/25. This issue has been resolved.

11/12/25 8:05 AM ET -  We are currently reimporting the data for this morning for all districts. Users may experience a slight interruption in tracking while the data is being refreshed over the next few days.
11/17/25 6:00 AM ET - Parent app users with manually trip adding may not see trips on the map this morning. We are currently investigating the issue and working to apply a fix as soon as possible. 

Issue: In the District Dashboard, some routes may appear duplicated or marked as canceled, even though GPS data and arrival times are still showing. In the Parent App, some users may notice that buses aren’t tracking on the map or it shows "no trips" and notifications aren’t being sent.
11/4/25 4:30 AM ET - Slow loading pages and errors in the district dashboard RESOLVED

Status: This issue has been resolved. Changes to the database were rolled back to a previous state and there are no more SQL errors. Users should log out and back into the dashboard to apply these changes.

Issue: Users, Students, and Alerts tabs will not load and are displaying a SQL error when attempting to interact with the tables or filters. All other actions are not impacted and tracking in the Trips tab is also not impacted. 
11/3/25 5:00 AM ET - Distance notifications not reflecting time change in the parent app RESOLVED

Status: A changed was made to adjust all distance notifications to reflect daylight savings time in the time edit and also received time. There were about 900 users that had updated their time ranges or added new notifications before 5:00 PM ET that may need to edit their settings manually in the app as any changes made prior were reverted to old settings. Click on Contact Support in the app if you are unsure if you are impacted or need assistance.

Issue: Users are receiving distance notifications 1 hour earlier than expected and the timestamps are incorrect in the notification center. Some users also experienced issues adjusting or adding new distance notifications in their profile.
10/20/25 2:30 AM ET - AWS Cognito Server Outages RESOLVED

Status: All applications were temporarily offline until around 5:30 AM ET and recovery efforts were ongoing as of around 7:15 AM ET. We have verified some users may be experiencing some latency while the servers recover and other systems are not available for user login activities. More information is available here - https://health.aws.amazon.com/health/status. 

Issue: There was an authentication outage in the AWS US East Region servers impacting multiple services across the country, including First Student applications like First View Dashboard, First View Parent App, and First Alt Driver App. This would have impacted user's ability to sign into First View, receives notifications, and access real-time tracking capabilities.
10/14/25 8:00 AM ET - Stop captures not appearing in real-time in the dashboard and app RESOLVED

Status: This issue has been resolved on 10/15/25. The root cause was due to incorrect AWS settings in the backend that have been updated and tested.

Issue: Stop captures do not appear to be showing in real-time in the dashboard and app starting around 8:00 AM ET on 10/14 and 10/15. We do see that the data eventually populates in the Trip Details but this is not expected behavior when there are qualifying GPS events (Stopped or Door Open/Close). To view the GPS data, please click on the 3 dots next to the map when drilled into the Trip Details page.

For parent app users, this may also be impacting their stop captures and the Last Stop banner. 
8/25/25 3:45 PM ET - Notifications displaying incorrect time RESOLVED

Status: This has been escalated to our developers and has been resolved and was related to the time zone settings for notifications.

Issue: Automated school and stop arrival alerts are displaying the incorrect time in the notification text. The time that the notification is received and the timestamp for the notification are correct in the app. 
8/26/25 3:45 PM ET - Slow load times, crashing in dashboard and app RESOLVED

Status: Issues were intermittent and the application was back online within a few a minutes. The issue was found immediately the back-end service was stopped to prevent any additional crashing.

Issue: Degraded related to a back-end service. The root cause was related to a new feature release and has been resolved. We've also added additional monitoring for such occurrences. 
8/18/25 5:00 AM ET- AM Dispatch Import Failure for Central, Mountain, Pacific Time Zones  RESOLVED

Status: MID and PM dispatches were reimported around 11:30 AM ET and we were able to recover some AM dispatch information. 

Issue: A scheduled released impact the import of some AM dispatch trips for Central, Mountain, and Pacific Time Zone Customers. 
8/11/25 8:00 AM ET- Parent App Verification Code Request RESOLVED

Status: Some users were not receiving the verification code when attempting to register for an account. Users can try a different email address or try again in 24 hours when the unconfirmed account has been purged from our system. Release 4.2.0 resolved this issue and users can login or create a new account.

Issue: Certain email providers are blocking messages from support@myfirstview.com from being received by the user. This may also be occurring for users that have their device settings toggled to Spanish.
6/5/25 07:00 AM ET- Student Trips Not Available RESOLVED

Status/Impact: The data was reimported on 6/5/25 and recovered for MID/PM tracking but reoccurred on 6/6/25 for most districts. This issue has been resolved for most AM/MID/PM trips but is still being monitored for a reoccurrence.

Issue: Student trips are not showing in the app and dashboard for districts whose data is imported into First View which may impact tracking and notifications.
5/9/25 12:30 PM ET- First View Support Delays RESOLVED

Status/Impact: In-app and email support was not available from Friday, March 9th 12:30 pm ET to around Monday, March 12 11:15 am ET due to an outage with our ticketing system. Phone support was available. The app and dashboard were not impacted.

Issue: Support is not receiving tickets submitted by app and dashboard users at this time due to an outage with our ticketing system.
3/19/25 8:00 AM ET- District Dashboard and Parent App Outage RESOLVED

Status/Impact: All dashboard users and parent app users are impacted by this outage. We are working with our developers to investigate this outage.

Issue: Users of the Parent App may be logged out or timed out when opening the app. Dashboard users will be timed out when logging in to the Trips tab.
3/7/25 6:00 AM ET - Trip Display Issue in Parent App RESOLVED

Status/Impact: We have identified the issue and are testing a hotfix to be released as soon as possible. 

Issue: Some users may see "No Trips" in the Parent App when both current and future-dated trips are imported into First View's backend. Users may receive their distance notification but will not see the bus icon or trip details for their student on the map. This issue is currently only impacting some yellow bus users and is not widespread.



Need to report an issue or have a question? Contact us at support@myfirstview.com.