Notifications

Service Change: ONEcard Services All Users - 2017/04/28 - 09:50

Change change

A number of ONEcard services will be unavailable during a scheduled update. ONEcard users will be unable to access the services listed below. The service outage is expected to last for about a day.

The following services will be unavailable until 8:00 am on May 2, 2017:

  • U-Pass sticker distribution in person
  • ONEcard deposits
  • Print/copy in libraries and labs
  • ONEcard laundry facilities 
  • Online photo submissions
  • Point of Sale (POS) activity at remaining Dining Services locations
  • Point of Sale (POS) activity at Parking Services locations
  • Online ONEcard account activity
  • Online deposits
  • Online balance and transaction history
  • Online report card lost function

The following services will be unavailable until 10:00 am on May 2, 2017:

  • New or replacement ONEcards

The following services should not be affected:

  • Access to Van Vliet Centre and Lister Centre 
  • Access to department controlled buildings and labs

Please refer to https://www.onecard.ualberta.ca/node/52 for more information and updates.

Start: 2017/05/01  15:00
End: 2017/05/02  10:00

Service Outage: Ad Astra Across Campus All Users - 2017/04/21 - 12:15

Outage resolution

Start: 2017/04/21 12:15 - IST received notification that the Ad Astra application, used for room bookings, was unavailable due the vendor application server being offline for emergency maintenance.
End: 2017/04/22 16:00 - Service was restored by the vendor.

Outage Duration: 27 hours, 45 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: INC0079468

Service Change: OnTheHub Maintenance (OnTheHub Users) - 2017/04/20 - 08:51

Change change

OnTheHub (https://ualberta.onthehub.com/), IST's online software store, will undergo vendor scheduled maintenance. Users of this service will be unable to access the web store during the maintenance window. This service outage is expected to last for up to three hours.
 
Start: 2017/04/26 04:00
End: 2017/04/26 07:00

Service Outage: Learning Shop Across Campus All Users - 2017/04/18 - 08:40

Outage resolution

Start: 2017/04/18 08:40 - Users called in to report they could not access https://www.learningshop.ualberta.ca/. Learning Shop, lists learning opportunities for all Academic and Support Staff across the University of Alberta IST began investigating.
2017/04/18 10:30 - Investigation determined some application processes had become unresponsive on the server that hosts the Learning Shop application. The affected application services were restarted to restore service.
End: 2017/04/18 10:40 - Service was confirmed restored.  

Outage Duration: 2 hours

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: INC0079206

Service Degradation: Public & Lab Computers Cameron Library - 2017/04/15 - 14:45

Degradation resolution

Start: 2017/04/15 11:20 - Users began reporting an issue that was affecting some public and Lab computers in Cameron Library.  Affected computers did not load Operating Systems (OS).  IST began investigating.
2017/04//15 12:00 - IST confirmed there was an issue and continued investigating.
End: 2017/04/15 14:00 - Service was restored.  If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.
 
Degradation Duration:  2 hours, 40 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: INC0079168

Service Outage: Lab & Classroom Computers ECHA All Users - 2017/04/13 - 08:20

Outage resolution

Start: 2017/04/13 08:20 - IST began investigating an issue that was affecting lab and classroom computers in the Edmonton Clinic Health Academy (ECHA) building. Affected computers did not load Operating Systems (OS).
2017/04/13 09:30 - IST had restored service to the affected labs, however the issue persisted, both lab and classroom computers were still not loading Operating Systems intermittently. Investigation into a fix continued.
End: 2017/04/13 15:45 - Service was restored. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.   
 
Outage Duration: 7 hours, 25 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: INC0079070

Service Degradation: Find a Person Across Campus All Users - 2017/04/06 - 11:00

Degradation resolution

Start: 2017/04/06 10:00 - Users began reporting Find a Person, in the U of A Directory, was only showing names and email addresses. IST began investigating.
2017/04/06 17:35 - IST support analysts began investigating a possible solution.
2017/04/06 20:50 - IST support analysts successfully implemented a workaround to partially restore service, however information displayed may have been incorrect for some users.
2017/04/07 08:45 - Investigation continued to find a permanent fix.
2017/04/07 15:30 - IST support analysts reported the workaround was still providing incomplete data for some users. Work continued to find a permanent fix and to fully restore the data for all affected users.
2017/04/10 15:15 - IST support analysts continued to investigate database issues as this was identified as the cause this incident. Attempted fixes to the affected databases needed to occur during non peak hours and took several hours to run, hence the delay in resolving this issue. Find a Person service was still available, but information for some users still appeared to be incomplete.
2017/04/13 14:20 - IST support analysts made corrections to the affected databases and turned on synchronization from the various data sources that fed these databases. Monitoring began to verify data was updating properly. 
End: 2017/04/18 15:25 - Monitoring confirmed information in Find a Person is now being updated correctly. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.
 
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: INC0078615

 

Service Change: Central Firewall Service - Data Centre (Campus Wide) - 2017/04/03 - 11:59

Change change

The instance of the Central Firewall Service that provides protection to data centre servers on campus will be modified. The affected users (see below) may be briefly unable to reach their servers. The service degradation is expected to last for approximately 10 minutes per network.

Affected users are as follows:

Users of the AFS Space
Faculty of Arts
School of Business
Center For Health Evidence
Campus Alberta
External partner's servers
FMNet - RCMS
IST Server environments (including Labs)
Registrar's Office
IST hosted departmental servers
UDigit

Start: 2017/04/05  22:00
End: 2017/04/05  23:59

Service Change: Network Switch Maintenance (Network Services, UWS) Various Locations, North Campus - 2017/04/03 - 09:27

Change change

Network switches that provide network services and University Wireless Service (UWS) to users at various locations on North Campus (listed below) will be receiving a code upgrade. Affected users will be unable to access UWS or network services during the upgrade. Each service outage is expected to last for a few minutes at each location during the scheduled change. 

  • Cameron Library, 5th floor (Network Services) 
  • Telus Centre (Network Services) 

Start 2017/04/04 22:00 
End: 2017/04/04 22:30

Service Outage: IT Services Campus Saint-Jean - 2017/03/23 - 12:05

Outage resolution

2017/03/23 12:05 - Monitoring tools alerted several network devices located at Campus Saint-Jean became unavailable. IST began investigating.
2017/03/23 12:20 - IST investigated.
2017/03/23 12:35 - Internet service provider was performing a scheduled maintenance.
2017/03/23 06:05- Services have been restored. If you are still experiencing difficulty with this IT service, please contact IST at 780-492-9400.

Outage Duration: 6 hours

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: INC0077510

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: INC0077510