Wednesday, March 20, 2013

Sakai Unavailable for Maintenance on Fri., Mar. 22, 6AM

*** UPDATE *** Mar. 22, 6:10AM - Sakai is back online. The planned maintenance is complete.

*** UPDATE *** Mar. 22, 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:  03/22/13  Duration:  6:00AM - 6:30AM

Description:  On Friday, March 22, 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 sakai@plu.edu.

Service(s) Impacted:  Sakai

Estimated Time to Resolution or Next Update:  Fri, Mar. 22, 6:30AM

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


Thursday, March 14, 2013

***Resolved*** Planned Maintenance for Library Online Resources

WHAT: The Library Online Resources and Services will be temporarily unavailable during a Maintenance Window.

WHEN: 03/15/2013 from 7:00 am to 7:30 am Duration: Estimated 30 minutes

Current Status: Open

Description: Resolved:  The maintenance has completed without incident.  The Library Resources are available and functioning. 


Original Message:  On Friday, March 15th, the Library Online Resources/Services will be temporarily unavailable from 7 am to 7:30 am while they undergo routine maintenance.

 Library Resources which will be impacted include, but are not limited to:
  • Journal Databases
  • Article Databases
The maintenance should take approximately 30 minutes.

Estimated Time to Resolution or Next Update: 3/15/2013 at 8:00 am


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

***Resolved*** Account Creation and Gmail Sending Issues

WHAT: Users are experiencing problems when trying to create an ePass account and also are seeing unusual activity when searching for people's names in Gmail.  Additionally, sending e-mails to large groups (e.g., all-students, all-faculty) is resulting in unexpected behavior.

WHEN: 03/14/2013

Current Status: Open

Description: Resolved 3/25/2013:  The underlying issue has been resolved.  At this point account creation, mail lists, and the display names should all be working correctly.  If you continue to experience issues, please contact the Help Desk at 253-535-7525 or e-mail us at helpdesk@plu.edu.  You can also stop in at the Help Desk, located on the first floor of the Library.

Update 3/20/2013: The mass e-mail groups and name issues should be resolved at this point.  (Original issues 2 and 3).  If there are any problems relating to this issue, please contact the Help Desk at 253-535-7525.

We believe that most of the account creation issues have been resolved, but are still working to ensure that the process is functioning fully.  Users unable to create ePass accounts should contact the Help Desk at 253-535-7525 for assistance. 


Update 3/15/2013 3:15 pm:  Systems has identified the root cause of the below issues, and is currently working on correcting the issue.  Due to the volume of data involved with the fix, results take time to correctly display once fixes are applied.

We do not yet have an accurate time frame for resolution at this time.  Now that the cause has been identified, we are working diligently to restore these services to normal operation as promptly as we are able to.

Please continue to contact the Help Desk if you experience issues with any of the below listed problems.  We are collecting user information and will contact you once the issues are resolved.  The Help Desk can be reached by calling 253-535-7525, or by emailing helpdesk@plu.edu.


Original Message 3/14/2013:At approximately 10:00 am today, we received reports of issues with the following symptoms:

1.  Users unable to create ePass accounts.  The Help Desk has received multiple reports of users being unable to create ePass accounts.  Users reported that the process failed at multiple points, but most commonly the ePass tools either would claim that there is no account available for their ID number or the ePass tools would not accept the user's birthdate.

2.  Users display names in the Gmail Autocomplete are not displaying correctly for some users.  Gmail has the capability to auto-complete email addresses based on a person's full name.  Recently, users who have alternate or "preferred" names listed in Banner are showing up only by these alternate names when you use the auto-complete function in Gmail.  (For example, if Johnathan Smith has the preferred name of "Johny", searching "Johnathan Smith" in Gmail does not work, but "Johnny Smith" does.)

3.  Certain mass email groups (e.g., all-students, all-faculty) are not sending to all members of the group.  When sending to these groups, only a handful of email addresses are actually inserted as opposed to the entire group.

Systems is aware of all of these issues and is working to resolve the problem.  They are in the processes of developing and rolling out a fix to these issues.  

Service(s) Impacted: ePass, Gmail

Workarounds: As we continue to apply fixes to the affected services, users should see the services return to normal operation.  Please check the status blog for updates concerning these issues.

Root Cause / Continuous Improvement: The root cause of the issue was related to a communications problem between several pieces of software.  A bug in the way the pieces of software communicated with one another resulted in conflicting information being passed along, ultimately resulting in non-existent or incomplete ePass accounts.

We are continuing to monitor the software to ensure that it is working correctly, and will keep a close eye on it as we progress towards the new school year. 



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

Wednesday, March 6, 2013

Sakai Unavailable for Maintenance on Fri., Mar. 8, 6AM


*** UPDATE *** Mar. 8, 6:18AM - Sakai is back online. The planned maintenance is complete.

*** UPDATE *** Mar. 8, 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 Weekly Maintenance

WHEN:  03/08/13  Duration:  6:00AM - 6:30AM

Description:  On Friday, March 8, 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 sakai@plu.edu.

Service(s) Impacted:  Sakai

Estimated Time to Resolution or Next Update:  Fri, Mar. 8, 6:30AM

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

Tuesday, March 5, 2013

***Resolved*** ePass Tools Not Functioning; Error 500 Call Failed on Server

WHAT:
Update:  We have discovered the root cause of the issue and resolved it.  The ePass tools are currently functional again.

Original message:
The ePass tools are currently not working correctly; users are unable to change their passwords due to an "Error 500: The Call failed on the server"

WHEN: 03/05/13

Current Status: Open

Description: Update 1:00 pm:  The tools are now functional again.  Password changes/resets are working as intended.


Original Description: At approximately 12:00 pm today, the Help Desk discovered that users were receiving error messages when attempting to update their passwords.  The error is as follows:

Change Password
Error: Change Password
Failed to update user password! 500 The call failed on the server; see server log for details

This appears to affect all password change attempts, including those provided by the Help Desk.  We are currently diagnosing the issue.


Root Cause / Continuous Improvement: Our System technicians discovered a bug in the code which handled the password changes.  We have rolled out a hotfix to resolve the issue.



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

Monday, March 4, 2013

***Resolved*** Banner Web Certificate Expiration

WHAT: Banner Web Certificate Expiration

WHEN: 03/04/13  Duration: Less Than 24 Hours

Description: Web browsers are reporting that banweb.plu.edu has an expired certificate.  Most browsers allow you to continue past this error.  Doing this and continuing to login will still provide an encrypted session.  We expect to have this resolved shortly.

Service Impacted: Banner

Workarounds: Choose the option in your browser to continue past the error.

Estimated Time to Resolution or Next Update: 03/05/13

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

LDAP Maintenance (ePass)

WHAT: LDAP Maintenance

UPDATE: 3/5/13 7:47am - Maintenance done 

Description: Maintenance on the primary LDAP system. This is necessary for the ePass tools.

Users will be unable to use any of the tools found on the ePass page during this time.  Specifically, the following functions will be unavailable:

- Password Changes
- Password Resets
- Account Requests
- Nickname Creation/Alteration

The maintenance is expected to last approximately 30 minutes.  


Service(s) Impacted: ePass Tools

If this service is having issues please let us know at the PLU Help Desk ext#7525

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