govService - Numerous myaccounts pages, printable Integrations and emails across the platform are now showing extra characters

MySQL 8 Upgrade – Special Character Issue & Resolution Timeline

Status: In Progress
Updated: 23rd Dec 2024

Issue Overview:
Following the recent MySQL 8 upgrade for a few clusters, we have identified an issue where certain platform components are displaying unexpected extra or special characters. We are actively working to resolve this issue. This does not affect product function, only text display.

Current Status:
The root cause of the special character issue has been identified. We are in the process of developing and testing a fix in a lower environment to ensure it is fully production-ready. Our tentative timeline for deploying the fix to production is end of January.

Temporary Workaround:
As a workaround in the meantime, in most places in the product, you can manually edit these characters wherever you find them.
If you find the display issue on Page Builder, please contact Granicus Support to resolve the issue.
The article with the initial issue notification can be found at https://support.granicus.com/s/article/GovS-Release-556-Issue-Notification

Next Steps:
We will continue to test the fix in a lower environment and provide updates as we progress. Once the fix is deployed to production, we will notify you immediately. We are committed to resolving this issue as quickly as possible to minimise any disruption.
We appreciate your patience and understanding while we work on this fix. We will keep you updated with any new developments.

We are continuing to work on a fix for this issue.

We have identified the cause of this issue and are working to resolve it.

We shall apply a fix for this issue in due course and correct all affected components of the Platform.

In the meantime, any affected customers can resolve this issue themselves by amending their integrations and removing any special characters that should not appear. Some customers will not have access to Page Builder pages and therefore must wait for us to resolve this on their behalf.

We apologise for any inconvenience this is causing.

We are currently investigating an issue affecting My Account Pages, Printable Integrations, FAQ's and Email Contents where extra characters are displaying.

Please note this does not affect Platform access or functionality. However, we are working to resolve this urgently.

We shall provide an update in due course.