***RESOLVED*** Internet Connectivity Issues 12/11/13

WHAT: At approximately 2:50 pm on 12/11/2013, the Help Desk began receiving reports of Internet Connectivity issues across campus.

WHEN: 12/11/2013

WHERE: Campus Wide

Current Status: Open

Description:

RESOLVED 4:23 pm:  The issue has been resolved, and Internet Connectivity has been restored.  If you are still having difficulties connecting to the Internet, please reboot your device.  If the issue persists, please contact the Help Desk at 253-535-7525, or stop in at the Help Desk, located on the first floor of the Library.



Original Post:  The Help Desk has received reports of issues with Network Connections across campus -- while machines are able to connect to the PLU network, they are unable to access Internet content.

We are currently investigating the issue with one of our Internet Service Providers, and will post again as soon as we have more information.

Service(s) Impacted: Campus Network

Workarounds: No workarounds exist at this time.

Estimated Time to Resolution or Next Update: 5 pm

Root Cause / Continuous Improvement: A device reboot on campus was complicated by an unusual configuration by our Internet Service Provider.  This unusual configuration resulted in a lack of Internet Connectivity for the campus.  We have worked with our ISP to resolve the unusual configuration, hopefully preventing such an incident in the future.  We will continue to monitor connectivity for any further complications. 



Check http://www.plu.edu/status/ for periodic updates.

Sakai Turnitin Service - Scheduled Maintenance Dec. 21, 7am-11am

WHAT:  Sakai Turnitin Service - Scheduled Maintenance December 21, 7am-11am PDT

WHEN:  12/21/13  Duration:  7am - 11am (intermittent)

Current Status:  Open

Description:  The Turnitin service may be intermittently unavailable during a scheduled maintenance period on Saturday, December 21st, 2013, from 7 to 11 AM Pacific Time. You can view the Turnitin System Status page for updates.

Service(s) Impacted:  Sakai Turnitin Service

Check http://www.plu.edu/status/ for periodic updates.

***COMPLETE*** Planned Campus-wide Network Service Interruption - Friday, November 29, 2013 - 7:30am - 2:00pm --> Extended due to delays

WHAT: ***COMPLETE*** Campus-wide Network Service Interruption

WHEN: Friday, 11/29/2013 Duration: 7:30am - 2:00pm -->  Extended due to delays

WHERE: Campus-wide

Current Status: Complete

Description:
Update 6:00pm
Nearly all services were restored by 3:00pm and now that we have completed our testing and cleanup it appears everything continues to be stable.  No further issues are anticipated at this time and this work period is complete.

Update 2:15pm
Due to a handful of issues throughout our maintenance work, most services have been restored, however a few scattered systems are still being turned back on and tested.  We apologize for the extended outage and anticipate full service will be restored shortly.

Original Post:
This Friday (11/29) Information & Technology Services will be performing electrical work in preparation for installation of a replacement Uninterruptible Power Supply as well as routine maintenance on core network & server equipment.  During this time there will be a series of interruptions affecting most of the services we offer, such as Sakai, Banner, Cascade and many others.

Throughout most of the work period general access from the campus network to the Internet should continue to operate, but services run from PLU servers will be interrupted.

The work will begin as early as 7:30AM on Friday morning with the primary disruption occurring earlier in this maintenance period.  Most services will be restored Friday by mid-morning and all work is scheduled to be complete no later than 2:00PM on Friday afternoon.

Service(s) Impacted: All campus-based network services including: Sakai, Banner, Cascade, Campus Calendar, Web Help Desk, Campus Network, ePass, Library and many others.

Next Update: None Due

Root Cause / Continuous Improvement: Electrical work & routine equipment maintenance

Check http://www.plu.edu/status/ for periodic updates.

***Resolved*** 11/18/13 Gatekeeper, ePass currently not working correctly

WHAT: Issues with the Gatekeeper registration system and the ePass tools were reported at approximately 6:40 am this morning.  Users are unable to access the network on personal devices or change passwords.

WHEN: 11/18/13

WHERE: Campus Wide

Current Status: Open

Description:
Resolved: 8:47 am -  We have re-established the ability for users to log into gatekeeper.  Unfortunately, this bug has resulted in the need for users to re-register their devices.  If you are prompted to register your device on Gatekeeper, please do so.  If you are unable to register your device, please contact the Help Desk at 253-535-7525, or stop in with your device and we can assist with registering it.  We apologize for the inconvenience, and will work hard to restore access to devices as quickly as we can.

ePass tools should be functional for all users at this point.

Original Message:  At approximately 6:40 am this morning, the Help Desk received reports of issues with Gatekeeper -- users are unable to access any network, including the Internet, via personal devices without being routed to register on Gatekeeper.  Upon logging in, users receive the error that their Username is not found in the DHCP Database. (See below for full error message)

Additionally, the ePass tools are currently not loading correctly -- users attempting to access them for password changes receive an error 500.

We are working to diagnose the issues and will post an update as soon as we have more information.  As of this post there is no evidence that the two issues are linked.

Gatekeeper Error Message:

Your username is not in the DHCP registration database.
Did you recently create your PLU ePass account?
It can take as long as 2 hours after account creation
for ePasses to work on Gatekeeper.
If this problem continues, please call the helpdesk at x7525.
Error Number: 9

Service(s) Impacted: Campus Network, ePass

Workarounds: There are no work arounds at this time

Estimated Time to Resolution or Next Update: 9 am

Root Cause / Continuous Improvement:  A hardware failure in one of our servers resulted in improper data being pushed to Gatekeeper, which impacted the registration list, causing many users to lose their registration. 

We have rolled out new code which will prevent Gatekeeper from accepting erroneous (null) data, which should stop the registration list from being impacted.  We appreciate the cooperation of the PLU community in reporting this issue to us in a timely manner and for the patience shown as we worked to diagnose and resolve the issue.  


Check http://www.plu.edu/status/ for periodic updates.

Sakai Unavailable for Maintenance on Fri., Nov. 15, 6AM

*** UPDATE *** November 15, 6:10AM - Sakai is back online. The planned maintenance is complete.

*** UPDATE *** November 15, 6:00AM - Sakai is currently offline for planned maintenance. The Sakai Support team is working to restore this service by 6:30AM (if not before).

WHAT:  Sakai Unavailable for Maintenance

WHEN:  11/15/13  Duration:  6:00AM - 6:30AM

Description:  On Friday, November 15, Sakai will be out of service from 6:00AM to 6:30AM for maintenance. Please plan accordingly. If you have any questions or concerns please email sakai@plu.edu.

Service(s) Impacted: Sakai

Estimated Time to Resolution or Next Update:  Friday, November 15, 6:30AM

Check http://www.plu.edu/status/ for periodic updates.

***RESOLVED*** Network Connectivity Issues - All Campus - 10/24/2013

WHAT: Reports of Network Connectivity Issues for All Campus

WHEN: 10/24/2013

WHERE: All Campus

Current Status: Resolved

Description:
Update:  7:30 pm

We discovered the root of the issue at approximately 6:30 pm.  Network was slowly returned to normalcy after resolving the issue, and follow up maintenance continues to proceed throughout the evening.  We expect that most users should no longer be experiencing network issues.  If you continue to have network issues, please first attempt a reboot on your device.  Should the issues persist, please contact the I&TS Help Desk at 253-535-7525 for assistance.

At approximately 4 pm today, I&TS received reports of widespread network connectivity issues from all areas on campus, over both Wired and Wireless connections.  We are aware of the issues and currently are investigating the source.  We will continue to provide updates over the PLUHelpDesk Twitter account @PLUHelpDesk and on the status blog as we garner more information.

Service(s) Impacted:Campus Network

Estimated Time to Resolution or Next Update: 6 pm


Root Cause / Continuous Improvement:  The root cause of this incident was an improperly connected device in a residence hall.  Our technicians tracked the source of the device and took actions to prevent the misconfigured device from persisting in disruption.

We are continuing to investigate as to how the device became set up in this manner.  We apologize for the disruption of service and appreciate your patience as we worked to restore normalcy to the campus network.  We greatly appreciate the number of calls we received reporting the issue and the cooperation of each caller as our Technicians troubleshot the issue over the phone.  Your consideration and patience as we diagnosed the situation were immensely useful.  Please continue to contact the Help Desk at 253-535-7525 with any technology related issue.


Check http://www.plu.edu/status/ for periodic updates.

Sakai Unavailable for Maintenance on Fri., Oct. 25, 6AM

*** UPDATE *** October 25, 6:12AM - Sakai is back online. The planned maintenance is complete.

*** UPDATE *** October 25, 6:00AM - Sakai is currently offline for planned maintenance. The Sakai Support team is working to restore this service by 6:30AM (if not before).

WHAT:  Sakai Unavailable for Maintenance

WHEN:  10/25/13  Duration:  6:00AM - 6:30AM

Description:   On Friday, October 25, Sakai will be out of service from 6:00AM to 6:30AM for maintenance. Please plan accordingly. If you have any questions or concerns please email sakai@plu.edu.

Service(s) Impacted:  Sakai

Estimated Time to Resolution or Next Update:  Friday, October 25, 6:30AM

Check http://www.plu.edu/status/ for periodic updates.