Certificate generation error

Update timeline

1. investigating Jul 10, 2025, 07:10 PM UTC

   We're currently investigating multiple reports of errors occurring during Assessment Builder Certificate generation. Our development team is working to identify the root cause.

2. identified Jul 11, 2025, 03:33 PM UTC

   Two issues have been identified with the certificate generation functionality. The development team is developing and testing solutions.

3. identified Jul 11, 2025, 03:45 PM UTC

   A partial fix has been implemented to address an error that could be encountered when previewing a certificate or viewing a certificate from the Results screen (Respondent detail). Additional fixes for the placement of certain elements in the layout are currently being developed.

4. monitoring Jul 11, 2025, 04:06 PM UTC

   Additional fixes for the placement of certain elements in the layout have been implemented, and certificate generation is now operating properly for all customers. We will continue to monitor the system over the next few days and apply further adjustments if needed.

5. monitoring Jul 13, 2025, 03:18 AM UTC

   Our development team has identified an issue with the default US Letter-sized certificate background design that may prevent certificates from displaying properly for some customers. This issue does not affect the A4 sized certificate background or any alternate certificate designs that are used, such as the Brillium modern or alternative designs (available at: https://support.brillium.com/en-us/knowledgebase/article/KA-01027/en-us). We are actively working on a resolution and will continue monitoring the system in the meantime.

6. resolved Aug 10, 2025, 12:53 PM UTC

   Incident resolved with successful monitoring complete.