Notifications

Service Degradation: eClass - 2019/02/14 - 14:15

Degradation resolution

Start: 2019/02/14 11:30 - Users began reporting that eClass forum post emails were not sending. This meant that messages posted by instructors to course announcement forums were not being sent directly to student’s ualberta gmail addresses as they normally would have. Regular eClass functions and other system notification types (assignments, quizzes, person-to-person messages etc.) were working normally.
2019/02/14 12:30 - eClass support analysts began investigating and identified some possible workarounds for both instructors and students:  Link: https://support.ctl.ualberta.ca/index.php?/News/NewsItem/View/150/eclass-forum-post-email-problem-february-14th-2019
2019/02/15 9:00 - eClass support analysts continued to investigation the issue.
2019/02/15 10:30 - eClass support analysts determined the cause of the issue and repaired it. Forum post emails are now processing correctly and have begun being sent to users.
End: 2019/02/15 10:45 - Service has been confirmed restored. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400
 
Degradation Duration:  23 hours, 15 minutes
 
This degradation information is based on the information available to IST at the time this alert was drafted. If you were affected by this outage and have more information, contact IST at 780-492-9400.
Reference: INC0125444

Service Outage: Campus Saint-Jean - 2019/02/02 - 13:30

Outage resolution



Start: 2019/02/02 13:30 -  IST Monitoring systems have detected power issues in Campus Saint-Jean that are effecting network services (Local Area Network, University Wireless).
2019/02/02 13:45 – There was a power outage campus wide caused by the power provider.
2019/02/02 16:15 – Power was restored, But network services was still noticing some issues.
End: 2019/02/02 19:00 – Technicians rebooted the systems. Service has been restored.
 

Outage Duration: 5 hours, 30 minutes

This Outage information is based on the information available to IST at the time this alert was drafted. If you are affected by this Outage and have more information, contact IST at 780-492-9400. Reference: INC0124512

Service Degradation: UWS Tory B/1/2 - 2019/01/30 - 12:05

Degradation resolution

Start: 2019/01/30 12:05 - Some clients located in Tory basement, Level 1 & 2 were reporting University Wireless Service (UWS) connectivity was down or degraded. 
2019/01/30 13:25 - Additional reports indicated that wired connections were also affecting some classrooms. 
2019/01/30 14:00 - Investigation determined several networking devices became unresponsive and they were restarted to restore service. Onsite confirmation began.
End: 2019/01/30 14:50 - Service has been confirmed restored. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400

Degradation Duration: 1 hour, 55 min

This outage information is based on the information available to IST at the time this alert was drafted. If you were affected by this outage and have more information, contact IST at 780-492-9400.
Reference: INC0124252

Service Degradation: VDI Labs and Classrooms - 2019/01/16 - 12:00

Degradation resolution

2019/01/16 12:00 - Some clients are reporting errors when trying to login workstations in IST managed Labs and Classrooms that use Virtual Desktop Infrastructure (VDI). IST began investigating.
2019/01/16 14:30 - IST continued investigating the situation.
End: 2019/01/16  16:00 - Service was restored and IST analysts will continue monitoring the service.
 
Degradation Duration: 4 hours    
Service Degradation: UWS North Campus Some Clients - 2019/01/09 - 12:30

Degradation resolution

Start: 2019/01/09 12:30 - Some clients located around North Campus began reporting slow University Wireless Service (UWS) connectivity. Wired Local Area Network (LAN) connections are not affected. IST and vendor support began investigating.
2019/01/09 15:20 - Slow UWS was also reported at Campus Saint-Jean. IST analysts were working on a potential fix. 
2019/01/09 19:30 - Service was restored with a workaround by installing and configuring an additional network device. Root cause investigation is continuing and monitoring of the service began.
2019/01/10 10:00 - Monitoring continued throughout the day with no issues reported. 
End: 2019/01/10 15:15 - No further issues have been reported. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.

Degradation Duration: 7 hours

 
This Degradation information was based on the information available to IST at the time this alert was drafted. If you were affected by this Degradation and have more information, contact IST at 780-492-9400.
Reference: INC0122432

Service Degradation: Windows Reporting "Not Genuine" - 2019/01/09 - 10:00

Degradation resolution

Start: 2019/01/09 10:00 - Some clients began receiving a message "This copy of Windows is not genuine" on their workstations. Clients can still use their workstations as Microsoft has reported this as a global issue and they are investigating a resolution.
End: 2019/01/10 13:00 - Investigation determined the issue is happening on Windows 7 workstations. Microsoft is still working on a solution at this time. Affected clients are asked to contact their local IT support as a workaround has been shared with the IT Support groups at the University. 

This Degradation information was based on the information available to IST at the time this alert was drafted. If you were affected by this Degradation and have more information, contact IST at 780-492-9400.
Reference: INC0122285

Service Outage: PBX Phones North Campus Some Clients - 2019/01/09 - 09:00

Outage resolution

Start: 2019/01/09 09:00 - IST began receiving reports some PBX (Private Branch Exchange) Nortel telephones located around North Campus were experiencing issues. The affected clients were not able to make or receive calls. IST engaged vendor for investigation and resolution.
End: 2019/01/09 10:40 - The vendor determined a network card was down and they re-enabled it to restore service. No further issues have been reported and the vendor is monitoring. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.

Outage Duration: 1 hour, 40 minutes

This Outage information was based on the information available to IST at the time this alert was drafted. If you were affected by this Outage and have more information, contact IST at 780-492-9400.
Reference: INC0122396

Service Degradation: VDI Labs and Classrooms - 2019/01/07 - 10:40

Degradation resolution

Start: 2019/01/07 10:40 - Some clients were reporting slow login and connection issues in IST managed Labs and Classrooms that use Virtual Desktop Infrastructure (VDI). 
End: 2019/01/07 11:25 - Investigation determined one of the servers that hosts the VDI environment had become unresponsive to requests. Restarting the server restored service. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.

Degradation Duration: 45 minutes
 
This Degradation information was based on the information available to IST at the time this alert was drafted. If you were affected by this Degradation and have more information, contact IST at 780-492-9400.
Reference: INC0122152

Service Outage: PBX Phones North Campus Some Clients - 2019/01/07 - 08:00

Outage resolution

Start: 2019/01/07 08:00 - IST began receiving reports some PBX (Private Branch Exchange) Nortel telephones located around North Campus were experiencing issues. The affected clients were not able to make or receive calls. IST engaged vendor for investigation and resolution.
End: 2019/01/07 10:50 - The vendor determined a network card was down and they re-enabled it to restore service. No further issues have been reported and the vendor is monitoring. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.

Outage Duration: 2 hours, 50 minutes

This Outage information was based on the information available to IST at the time this alert was drafted. If you were affected by this Outage and have more information, contact IST at 780-492-9400.
Reference: INC0122094

Service Modifier: eClass & eClass Live university wide eClass & eClass Live users - 2019/01/04 - 11:00

Modifier change

eClass will undergo system maintenance and receive a number of bug fixes. A new eClass mobile app will also be released. eClass and eClassLive users will not be able to access these services during the change window.

 
Start: 2019/01/5 00:00
End: 2019/01/6 23:59