Thursday, April 18, 2013

ePass Tools Inaccessible

WHAT: The ePass tools page is currently inaccessible to users.  

WHEN: 04/18/2013

Current Status: Closed


Description: Update 4/22 8:10 am:  The ePass tools should be functional for users to perform password changes, nickname creation/changes, and also to toggle visibility in the directory.

We are still troubleshooting the root cause of the issue, but the tools should be stable enough for users to perform normal account updates.  We will continue to monitor the tools for stability and will create a new update should the status change. 


12:00 pm 4/19:  We are continuing to diagnose the issue and are developing a solution for the issue.  We hope to have an update by the end of the day which will get users back into the account tools.  

An additional update is that account creation also seems to be functional at this point; if you are attempting to create an ePass account and cannot, please contact the Help Desk at 253-535-7525 and report what happens when you try to create an account.

Update 8:00 am 4/19:  I&TS attempted a fix on several of the servers which are involved with ePass last evening, and while the issue temporarily subsided, it appears to have returned.  As of right now, the tools are still inaccessible.  We are currently researching other solutions.

Original Message: The ePass Tools Page (http://epass.plu.edu) is currently not loading correctly for users.  When attempting to access the tools, the page simply loads a blank page.  The following functions are affected:

Password Changes
Nickname Creation/Changes
Directory Visibility Toggle

We are in the process of diagnosing the issue at this time. 

Service(s) Impacted: ePass Tools

Workarounds: Users needing to change their password can use the Password Reset Tool to reset their password.  This will only work if you have set up security questions for password resets. 

Estimated Time to Resolution or Next Update: 4:30 pm 4/19

Root Cause / Continuous Improvement: To be determined.



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

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