Thursday, February 28, 2013

*** Resolved *** Banner and Banner Web Downtime for Maintenance

WHAT: Internet Native Banner and Banner Web Downtime for Maintenance

WHEN: 03/10/13 Duration: 5:00 am - Noon pst

WHERE: Campus Wide

Current Status: Resolved

Description: On Sunday, March 10th at 5:00 am, Information Systems will be temporarily taking Banner offline to perform maintenance. During this time we will be increasing disk space on the servers which support Banner and Banner Web. This will address the outage experienced on Sunday, February 24th, and mitigate the potential for similar problems in the future.

Service(s) Impacted: Internet Native Banner, Banner Web

Estimated Time to Resolution or Next Update:  An update will be posted on 3/10/13 when the maintenance is complete.

Check for periodic updates.

Wednesday, February 27, 2013

***Resolved*** Turnitin Originality Checking Service Unresponsive

*** UPDATE *** Feb. 28, 8:54AM - The Turnitin service has been restored to normal operation.

*** UPDATE *** Feb. 27, 4:45PM - The Turnitin service is returning some originality reports back to Sakai, but at a very slow rate. The next update on this issue will be posted tomorrow Feb. 28, 9:30 AM.

WHAT: Turnitin Originality Checking Service Unresponsive

WHEN: 02/27/13

Current Status: Closed

Description: The Turnitin service on Sakai is currently unresponsive.   Turnitin performs originality checking on assignments submitted through Sakai.

Currently, assignments submitted today (and perhaps earlier) have stalled in receiving a corresponding originality report from Turnitin. The Sakai Support Team is currently working with tech support from Turnitin to diagnose and resolve this service disruption as soon as possible.

Service(s) Impacted: Turnitin, Sakai

Workarounds: There are  no workarounds at this time.

Estimated Time to Resolution or Next Update: Next update at Feb. 27, 5:00PM

Root Cause / Continuous Improvement: The Turnitin engineers reverted an update to their service which had induced a disruption for many institutions, including PLU. The Sakai Support Team will continue to monitor this situation and work with Turnitin tech support for identifying steps to prevent such disruptions in the future.

Check for periodic updates.

Sunday, February 24, 2013

***Resolved*** No Access to Banner INB and Banner Web

WHEN: 2/24/2013 around 3 PM Duration: about 4 hours.

WHERE: Current information suggests campus-wide and beyond (Banner Web)

Current Status: Resolved

Description: We have reports that offices began experiencing issues within INB yesterday around noon. We are currently researching the problem that caused this issue.

Service(s) Impacted: Banner

Estimated Time to Resolution or Next Update:  Resolved

Root Cause / Continuous Improvement: The underlying servers supporting Internet Native Banner and Banner Web reached disk space capacity due to increased activity.  To resolve this, we will be adding additional disk space to compensate for the increased activity and future enhancements.  We will create a System Notice when a maintenance date has been identified. 

Check for periodic updates.

Saturday, February 23, 2013

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

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

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 for periodic updates.

Friday, February 15, 2013

***Resolved*** Gmail Log in Issues

WHAT: Users are unable to log into Gmail; receive error "...has detected that the server is redirecting the request for this address in a way that will never complete."

WHEN: 02/15/2013

Current Status: Open

Update 12:22 pm: Google has posted that the underlying log in issue has been resolved.  Users may need to clear their cookies to resolve the issues completely.  Follow the instructions in the Work Around section of this posting to clear your cookies or contact the Help Desk at 253-535-7525 for assistance.

Original: At approximately 8:30 am, the Help Desk began receiving calls about users having issues logging into their Gmail.  Many of the users received an error message similar to the following message:

The server is redirecting the request for this address in a way that will never complete.
At 10:14 am, Google posted an update on their Apps Status Dashboard confirming that there is an issue with logging into Gmail which is being investigated at this time.  More details may be found at

Service(s) Impacted: Gmail

Workarounds:  Deleting all current cookies for your browser appears to resolve the issue.  We have only received reports of this occurring with Firefox, though other browsers may be affected.

How to remove Cookies (Windows):  On most browsers, press ctrl+shift+del on your keyboard.  This will bring up the Clear History box; select "Cookies" from the list, and then "Clear Now"

How to remove Cookies in Firefox (Mac): Go to the "Firefox" menu, select "Preferences".  Go to the "Privacy" tab, and select "Show Cookies".  A new window will appear listing all Cookies; click the button which reads "Remove All Cookies" to delete all cookies.

Please note that this may require you to re log into some websites.

Root Cause / Continuous Improvement: To be determined.

Check for periodic updates.

Wednesday, February 13, 2013

***Resolved*** Sakai Unavailable for Maintenance on Fri., Feb. 15, 6AM

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

*** UPDATE *** 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 Weekly Maintenance

WHEN: 02/15/13 Duration: 6:00AM - 6:30AM

Description: On Friday, February 15, Sakai will be out of service from 6:00am to 6:30am for weekly maintenance.  Please plan accordingly. If you have any questions or concerns please email

Service(s) Impacted: Sakai

Estimated Time to Resolution or Next Update: Fri., 6:30AM

Check for periodic updates.

Friday, February 8, 2013

***Resolved*** Mac Internet Connection Issues - Duplicate IP Addresses

WHAT:  ***RESOLVED*** Macintosh Computers on PLU are receiving an error message that "another computer on your network is using your IP Address

WHEN: 02/08/2013

WHERE: Campus Wide

Current Status: Open

Resolved 6:45 pm: The network issues for computers on campus should be resolved at this point.  Any computer continuing to receive the duplicate IP address error should reboot their machines to resolve the issue.  If a reboot does not resolve the issue, please contact the Help Desk at 253-535-7525 and notify one of our technicians.

Update 5:12pm:  We are still in the process of troubleshooting the issue and do not have any additional information.  We are changing the estimated next update to 2 hours from this update to provide our technicians more time to analyze the issue.

Original Issue:
As of approximately 3:40 pm this afternoon, the Help Desk received multiple calls from Macintosh users on campus reporting issues with connecting to the PLU Network.

The devices in question are receiving the following error message:
Another device on the network is using your computer's IP address.
The message will include your current IP address and also some troubleshooting tips

Service(s) Impacted:Campus Network (Macs only)

Workarounds:  We do not have a work around at this time for wireless issues.  Mac users with Ethernet ports on their computer are recommended to connect via Ethernet. 

Estimated Time to Resolution or Next Update:  7:00 pm 2/8/13

Root Cause / Continuous Improvement:  The cause for this issue was a problematic device connected to the network which was assuming the IP addresses of multiple devices across campus.  The problematic device has been disconnected from the network, and I&TS will analyze the issue in further detail to discover why the device was behaving this way.

Check for periodic updates.

Friday, February 1, 2013

***Resolved*** Sakai Unavailable Saturday, Feb. 2, 6:00-6:30AM

UPDATE - Feb. 2, 2013 - 6:20AM - Sakai maintenance is complete and its integration with the Turnitin service has been restored.

WHAT: ***Resolved*** Sakai Unavailable for Maintenance

WHEN: 02/02/13 Duration: 6:00-6:30AM

Current Status: Resolved

Description: Sakai will be unavailable early Saturday morning, 6:00-6:30AM, to repair its integration with the Turnitin service.

Service(s) Impacted: Sakai

Estimated Time to Resolution or Next Update: Sat., 6:30 AM

Check for periodic updates.