Incident Report Number: 2015-030

Some Lab and Classroom Computers, North Campus

Ticket Number: INC0039973
Problem Number: PRB0010132
Major Incident Number: MIR0001084
What happened?

The servers that provide operating system disk images for some Smart classrooms and labs experienced an issue which degraded the performance of computers in the northwest portion of North Campus.

Who was affected?

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

  • Centennial Centre for Interdisciplinary Science (CCIS)

    • L1-430

  • Computer Science Center

    • 1-05

  • Engineering Teaching and Learning Complex (ETLC)

    • 1018

  • Medical Sciences Building

    • 2-50

  • Natural Resources Engineering Facility

    • 1-143, 2-001, 2-127

  • Van Vliet Complex

    • 2215
What was the impact?

The users were unable to use the workstations in the affected rooms because they were frozen or would not properly boot up.

What was the timeline of the incident?

Start: 2015/12/04 13:15 - Users called reporting some Windows workstations were not starting properly.

2015/12/04 :13:15 - IT support analysts began working on the issue.

2015/12/04 :13:30 - IT support analysts restarted some servers in the GSB zone.

2015/12/04 13:45 - The server restarts completed, however there were still issues. Investigation continued.

End: 2015/12/04 14:30 - Service returned to normal after the primary file server rebooted and the affected services failed over to the secondary file server.

What was the root cause of the incident?

The primary file server that hosts the Operating System (OS) image for the classroom workstations experienced a software error which led to the server becoming unresponsive.

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

Not Applicable.


The primary file server restarted itself after it experienced an error, the affected services failed over to the secondary file server as designed restoring service.

What are any recommendations to prevent this incident from occurring again?
  • Investigate the software error experienced by the primary file server.