Critical incident

Berklee IT Services: my.berklee and Colleague Errors

Affected: Colleague, Informer, my.berklee.edu

Current status of Berklee IT Services: Minor issues — live Berklee IT Services status

Timeline

1. Apr 8, 2026, 17:18 UTC
   investigating
   We have received reports that my.berklee is not able to load for some users or is timing out. some users are reporting receiving "unable to retrieve course plan" errors. Engineers are investigating.
2. Apr 8, 2026, 17:33 UTC
   identified
   Engineers are restarting the my.berklee service, which may take 15 mins. Users will be unable to use my.berklee during this time.
3. Apr 8, 2026, 19:01 UTC
   monitoring
   my.berklee should now be available for all users. Engineers are monitoring performance.
4. Apr 9, 2026, 13:12 UTC
   identified
   Engineers are investigating log in errors and error messages within my.berklee.edu. Users may be unable to log in, and may receive an error message "The system is unable to validate the single sign-on user at this time" or be unable to search or register within my.berklee.
5. Apr 9, 2026, 13:43 UTC
   monitoring
   The service has been restarted, and users should be able to log in and register again. Please close any previously open my.berklee tabs/windows. If you continue to have an issue logging in, clear cookies and attempt again, and if that fails, please open a ticket by emailing [email protected] with a screenshot of the error you receive.
6. Apr 9, 2026, 18:15 UTC
   investigating
   We have received reports and have replicated errors with both Colleague and my.berklee. Users may receive errors attempting to log in to Colleague or my.berklee, preventing use. Engineers are investigating.
7. Apr 9, 2026, 18:25 UTC
   investigating
   We are continuing to investigate this issue.
8. Apr 9, 2026, 19:04 UTC
   monitoring
   The service has been restarted, and users should be able to log in again. Please close any previously open Colleague or my.berklee tabs/windows. If you continue to have an issue logging in, clear cookies and attempt again, and if that fails, please open a ticket by emailing [email protected] with a screenshot of the error you receive.
9. Apr 17, 2026, 17:29 UTC
   resolved
   This incident has been resolved.

Updates as published by Berklee IT Services (original).