Incident Report Number: 2015-023

Connecting to UWS

Ticket Number: INC0033474
Problem Number: PRB0010122
Major Incident Number: MIR0001077
What happened?

University Wireless Service (UWS) that provides connections to network resources such as the internet, experienced an issue.

Who was affected?

Some users of University Wireless Service (UWS) were affected by this outage.

What was the impact?

The affected users were not able to connect their affected devices to UWS.

What was the timeline of the incident?

Start: 2015/08/28 08:20 - Some users began reporting they could not connect to University Wireless Service (UWS) using some models of mobile devices. IST analysts began investigating.
2015/08/28 09:45 - IST analysts determined the issue was related to an enhancement that was part of a software upgrade applied to UWS network devices.
2015/08/28 10:05 - Service was restored by disabling an enhancement of this upgrade. IST continued to monitor as isolated cases were still being reported.
2015/09/01 09:50 - New reports of issues impacting users.
End: 2015/09/01 11:00 - Further investigation determined this was another issues which was associated with the same upgrade, but a different enhancement. The upgrade was backed out to restore service.

What was the root cause of the incident?

A planned software upgrade enabled new enhancements to the UWS environment. The enhancements had unforeseen compatibility issues which resulted in some UWS users being unable to connect to UWS.

What was the work around and resolution for the incident?
Work Around

Connect to Guest@UofA.


Back out of the changes made by restoring to a previous configuration.

What are any recommendations to prevent this incident from occurring again?



Not Applicable.