Incident Report Number: 2015-025

Classrooms GSB Zone

Ticket Number: INC0036273
Problem Number: PRB0010128
Major Incident Number: MIR0001080
What happened?

Computers in some Smart Classrooms experienced an issue.

Who was affected?

Some Smart classrooms managed by IST in the General Services Building (GSB) zone were potentially affected. The specific locations were:

  • Agriculture Forestry

    • 113

  • General Services Building (GSB)

    • 103-V, 211, 511, 553, 559, 711, 811, 859

  • Engineering Teaching and Learning Complex (ETLC)

    • 1001, 1003, 1007, 1008, 1013, 1017, 1018, 2001, 2002

  • Natural Resources Engineering Facility (NREF)

    • 1001, 1003, 1143, 2001, 2003, 2016, 2020, 2090, 2127

  • St. Joseph's College

    • 101, 102, 103

  • University Hall

    • Council Chambers

  • Van Vliet Complex

    • 2210, 2215, 2227
What was the impact?

The affected computers experienced slower than normal boot times, slow performance and in some cases non-functioning computers.

What was the timeline of the incident?

Start: 2015/10/06 12:00 - IST began investigating reports of classroom computer performance issues around the north west side of North Campus.

2015/10/06 14:30 - IST analysts devised a solution that would require rebooting all the impacted classrooms after implementation. It was determined that as most classrooms in the affected area were working in a degraded state and that operations would continue as normal until end of the day (21:00)

2015/10/06 22:00 - The servers for the affected classes were restarted in an effort to restore services.

2015/10/06 23:00 - After server restart testing began and results looked favourable for most workstations.

2015/07/00 00:00 - It was determined the issue may still persist. Further onsite testing was scheduled for the morning.

2015/10/07 7:30 - IST analysts proactively tested computers to confirm if problem was resolved. Testing confirmed that some degradation was still being experienced. Investigation continued.

2015/10/07 10:10 - A solution to address the degradation in performance was implemented and testing began.

End: 2015/10/07 12:45 - Service was confirmed restored.

 

What was the root cause of the incident?

Servers providing Operating System (OS) images to the GSB classroom zone computers became unstable and experienced errors.

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

Temporary laptops were provided for use in classrooms where requested. Users were instructed not to restart systems at the end of the lectures.



Resolution

Affected Smart classroom computers were directed to alternate servers to retrieve OS images.

What are any recommendations to prevent this incident from occurring again?
  • None, as the affected computers have been permanently directed to alternate servers to retrieve OS images.

 

Updates

Not Applicable