Incident Report Number: 2016-015

Enterprise Square Lab and Classroom Computers

Ticket Number: INC0052200

Major Incident Number: MIR0001099
What happened?

Some Lab and Classroom computers located in the Enterprise Square zone were unable to load Operating System (OS) images due to a network issue, as a result the affected computers were unavailable for use.

Who was affected?

Some Smart lab & classroom computers managed by IST in the Enterprise Square (ESQ) zone were potentially affected. The specific locations were:

  • L-107, 2-956, 2-970


What was the impact?

The affected users were not able to use the computers.

What was the timeline of the incident?

Start: 2016/05/30 08:00 – Users called reporting lab workstations were not working.
2016/05/30 08:05 – IT support analysts began working on the issue.
2016/05/30 08:15 – IT support analysts determined the issue was affecting multiple labs and classrooms computers, it appeared to be a network issue and was escalated to IT analysts that support the network devices.
2016/05/30  09:40 – Further investigation determined the network services were not responding to requests from the affected workstations. Services were restarted in an effort to restore service.
End: 2016/05/30 09:40 – Service was restored.

What was the root cause of the incident?

Network services stopped responding to workstation requests.

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



Restarting services.

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