Saturday, February 23, 2013

***Resolved*** Gatekeeper Connection Issues Error 16

WHAT:
Udate:  Users should be able to access the network again.  Please see Description for more details.
Users are reporting issues connecting to the PLU Network, receiving error message 16

WHEN: 2/23/13

Current Status: Resolved

Description:
Update 2:07 pm:  Users should be able to access the network again normally.  If you are unable to access the PLU Network, please reboot your computer.  If you are prompted to register your computer in Gatekeeper, please do so.

Users having difficulty registering on Gatekeeper should contact the Help Desk at 253-535-7525.

Update: We have rolled out a fix which should allow users to connect to the network properly again and register their devices.  We are still diagnosis the root cause of the issue, but the Network should now be accessible.

Original Notice:At approximately 12:00 pm, the Help Desk began receiving calls regarding users not being able to connect to the PLU Network.  Users were rerouted to our Gatekeeper registration page and received an Error 16 when attempting to register.

We are currently in the process of diagnosing the issue and will post an update as soon as one is available.

Service(s) Impacted: Campus Network

Workarounds: At this time there are no work arounds

Root Cause / Continuous Improvement:  After the initial report, our Systems technicians observed that there was an issue with the way that the file which handles our registrations was being created.  The issue was a bug in the code which resulted in the file becoming corrupted.

A code hotfix was applied on Saturday which resolved the bug.  We monitored Gatekeeper and will continue to monitor it for instability, but we believe this particular issue has been resolved in full.

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

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