Incident Report Number: 2016-001

Apple Devices connecting to UWS

Ticket Number: INC0041440
Problem Number: PRB0010139
Major Incident Number: MIR0001085
What happened?

Some Apple devices were not able to connect to University Wireless Service (UWS) across campus.

Who was affected?

Some users of Apple devices were affected by this degradation.

What was the impact?

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

What was the timeline of the incident?

Start: 2016/01/06 09:15 - Some users called reporting they were having issues connecting to UWS with their Apple devices.
2016/01/06 09:20 - IT support analysts began working on the issue.
2016/01/06 11:00 - Investigation determined a UWS network device was not responding to requests, it was reset to restore service. Monitoring began to see if issue reoccurred.
End: 2016/01/06 13:45 - Further monitoring confirmed service was restored.

What was the root cause of the incident?

A UWS network device became unresponsive and stopped handling requests.

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

Not Applicable.



Resolution

To resolve this issue, the unresponsive device was restarted.

What are any recommendations to prevent this incident from occurring again?
  • Review system monitoring to proactively identify non responsive systems.
Updates

None.