Web sites unavailable
Update - Websites are generally available, but some pages may be slow to load. We will continue monitoring site availability, and investigate the slower than usual load times.
Dec 5, 07:35 EST
Monitoring - All sites are currently available and we will continue monitoring.
Dec 4, 14:43 EST
Investigating - Some web sites under www.uoguelph.ca are currently unavailable. CCS is investigating the issue.
Dec 4, 13:31 EST

About This Site

Bookmark this page! The University of Guelph IT System Status Page provides announcements and updates regarding IT-related incidents and maintenance at the University of Guelph. Users can view this page at all times, including during network outages. Users can also opt in for email, SMS and RSS notifications via the “Subscribe to Updates” button above.

Scheduled Maintenance
Data Centre Network Maintenance Dec 17, 06:00-12:00 EST
CCS will be upgrading firmware and bios in the data centre network, no user impact is expected.
Posted on Dec 6, 15:23 EST
Data Centre Network Maintenance (Part 2) Dec 19, 06:00-12:00 EST
CCS will be upgrading firmware and bios in the data centre network, no user impact is expected.
Posted on Dec 6, 15:25 EST
Past Incidents
Dec 9, 2019

No incidents reported today.

Dec 8, 2019

No incidents reported.

Dec 7, 2019

No incidents reported.

Dec 6, 2019

No incidents reported.

Dec 5, 2019
Footprints Incoming Email Processing Slowly
Resolved - The work-around has resulted in better than expected performance with all Footprints workspaces being able to keep up with incoming emails. We are marking this incident as "Resolved" for now but will continue to work with the vendor to find a longer term solution.
Dec 5, 16:18 EST
Monitoring - A work-around has been implemented to allow Footprints to better keep up with the processing of incoming emails. Although we expect to see delays once it gets busy we are estimating they will be less than 30 minutes as opposed to the 2-3 hours we've been seeing the past 2 days. We continue to work with the vendor support/developer in order to find a proper fix and will update later today. Once again, thank you for your patience and understanding.
Dec 5, 09:21 EST
Update - All workspaces have caught up on email intake for now but will most likely fall behind again once volume picks up tomorrow. The issue has now been escalated to a developer who will be available Thursday morning. We will continue to investigate and trouble-shoot at that time.
Dec 4, 17:41 EST
Update - All attempted fixes have provided only marginal improvement meaning that we are still about 2 hours behind in the processing of emails in Footprints. We continue to work with the vendor to determine the root issue. Once again, thank you for your patience.
Dec 4, 14:51 EST
Identified - In consultation with vendor support we will be making a configuration change then restarting the Footprints server. It will be unavailable from approximately 12:15-12:30pm. We will provide an update after we have observed the results of the restart. Thank you for your patience.
Dec 4, 11:40 EST
Investigating - Unfortunately, the issue does seem to be load related as we again are having slowness issues beginning at 9:00am when email requests started arriving in earnest. We are re-engaging with vendor support to continue trouble-shooting. In the meantime, if you have urgent requests and have not received a ticket notification email please call the Help Centre at ext 58888.
Dec 4, 09:33 EST
Monitoring - In consultation with vendor support we have implemented a configuration change to reduce the email processing time. Although it appears to have helped we cannot be sure to what degree as it is now a "quiet time" with no new tickets coming into any workspace and therefore very little system contention. We will continue to monitor performance as the business day picks up again Wednesday.
Dec 3, 18:59 EST
Investigating - Footprints is currently processing incoming email very slowly (45-90 minutes instead of the usual 2-4 minutes). This results in longer than usual response times to Help Centre tickets. If your request is urgent and you have not received a ticket notification message please call the Help Centre at ext 58888.

All other Footprints work spaces are less impacted with delays between 5-10 minutes. We have involved vendor support and continue to investigate.
Dec 3, 14:51 EST
Password Management Service Maintenance
Completed - The scheduled maintenance has been completed.
Dec 5, 07:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 5, 04:01 EST
Scheduled - The Password Management Service will be undergoing maintenance.

The service will be unavailable during the maintenance.

For more information please contact the CCS Help Centre at x58888 or email 58888help@uoguelph.ca or visit http://www.uoguelph.ca/ccs/ccs-help.
Dec 2, 16:52 EST
Web Access Management/Single Sign On Maintenance
Completed - The scheduled maintenance has been completed.
Dec 5, 07:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Dec 5, 04:01 EST
Scheduled - The Web Access Management/Single Sign On (WAM/SSO) service will be undergoing maintenance.

No interruption in service is expected.

For more information please contact the CCS Help Centre at x58888 or email 58888help@uoguelph.ca or visit http://www.uoguelph.ca/ccs/ccs-help.
Dec 2, 15:16 EST
Dec 2, 2019
Online Surveys/Qualtrics service experiencing intermittent login issues
Resolved - This incident was resolved shortly after opening, but erroneously this incident was not closed in Statuspage.io
Dec 2, 16:41 EST
Update - We are continuing to monitor for any further issues.
Nov 28, 12:49 EST
Monitoring - A configuration change, suggested by the vendor, has been made to the Qualtrics/Online Surveys authentication workflow that will hopefully resolve the login issues that have been ongoing this week. CCS is monitoring the service and will post another update once we can confirm this configuration change has resolved all login issues.

If anyone continues to have login problems, please contact the CCS Help Centre at 58888help@uoguelph.ca or 519-824-4120 Ext 58888.
Oct 9, 11:47 EDT
Investigating - The Online Surveys/Qualtrics service is experiencing intermittent login issues. While most users can login to the service, some users are unable to login and they receive the following error:

"We were unable to validate your request. A report is generated with error tag []."

In some cases clearing the browser cache and cookies or restarting the computer resolves the issue.

CCS and the Library's Data Resource Centre (DRC) are working with the vendor, Qualtrics, to resolve the issue. Currently the root cause is not known and there is no ETA on a resolution. We will provide further updates as they become available.
Oct 4, 14:24 EDT
Dec 1, 2019

No incidents reported.

Nov 30, 2019

No incidents reported.

Nov 29, 2019
Maestro and ListServ Unavailable
Resolved - The issue affecting Maestro and ListServ has been resolved, and most mail posted to ListServ or Maestro has been sent out successfully. Both Maestro and ListServ are now operating normally.

Some emails were corrupted due to a data transfer error in our server and could not be sent out to recipients. We are working to notify the senders so that this content can be resent. We apologize for the inconvenience of this outage.
Nov 29, 15:52 EST
Monitoring - We have made progress towards issue resolution with Listserv and Maestro. There is a backlog of message which are being distributed. Some further work is required but we expect service to return to normal in approximately an hour.

We apologize for the inconvenience.
Nov 29, 10:29 EST
Update - Investigation of the issue with Listserv and Maestro is ongoing. No target time for resolution has been determined. A further update will posted by 10:00AM
Nov 29, 06:58 EST
Identified - ListServ and Maestro are both currently unavailable due to a network issue with the server both products operate on. CCS is working to resolve the server issue as quickly as we can, and will post an update as soon as we have more information available. We apologize for the inconvenience.
Nov 28, 21:44 EST
Nov 28, 2019
System And Networking Issues
Resolved - All network services are available and stable since 1 pm. Other servers that were affected by the network service interruption have been restored and are also available now.
Nov 28, 17:16 EST
Identified - The Access Management / SSO components have been recovered and the dependent services including GryphMail (Office 365) and CourseLink (D2L) are now available. The main website remains unavailable.
Nov 28, 14:29 EST
Update - Some services are available again (Phone services, outbound internet access, wired network connectivity) while others are still impacted. We are continuing the investigation. Our main focus will remain on bringing all services back ASAP. We will provide updates as they become available.

We appreciate your patience and apologize for the inconvenience this may cause.
Nov 28, 12:52 EST
Investigating - We are currently experiencing system and networking issues that are preventing access to both on and off-campus resources. We are investigating and will provide an update withing the hour.
Nov 28, 12:15 EST
Backup Service Infrastructure Maintenance
Completed - The scheduled maintenance has been completed.
Nov 28, 12:58 EST
Scheduled - The Commvault backup infrastructure will be undergoing maintenance.

During the maintenance period restores will be queued and initiated once the maintenance is completed. This does not impact servers which are backed up by the Rubrik environment.

For more information please contact the CCS Help Centre at x58888 or email 58888help@uoguelph.ca or visit http://www.uoguelph.ca/ccs/ccs-help.
Oct 16, 10:52 EDT
Adobe Connect Pro - agreement ending August 26, 2019
Completed - The scheduled maintenance has been completed.
Nov 28, 12:36 EST
Scheduled - The University’s Adobe Connect Pro agreement will be ending August 26, 2019.

What impact will this have?
An effort has been made by CCS over the past year to contact departments still using Adobe Connect Pro to ensure that they have plans for migration to another platform. After the agreement ends current users of Adobe Connect Pro who have not contacted CCS because of circumstances that require them to extend their accounts past August 26, 2019 will no longer be able to create new meetings in Adobe Connect Pro. Recorded meetings will still be available for viewing.

If you have any questions or concerns regarding this please contact the CCS Help Centre at IThelp@uoguelph.ca or extension 58888.
Aug 22, 14:12 EDT
Nov 27, 2019

No incidents reported.

Nov 26, 2019
Colleague Web UI unavailable
Resolved - This incident has been resolved.

We will continue to investigate to determine root causes.
Nov 26, 08:37 EST
Investigating - We are currently investigating this issue.
Nov 26, 08:27 EST
Wireless Maintenance - T2M November 26 2019
Completed - The scheduled maintenance has been completed.
Nov 26, 08:00 EST
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Nov 26, 06:00 EST
Scheduled - On Tuesday, November 26, from 6:00am to 8:00am, CCS will be performing maintenance on the campus wireless networks to improve roaming performance. One short interruption in wireless service is expected during this maintenance.

For more information please contact the CCS Help Centre at x58888 or email 58888help@uoguelph.ca or visit http://www.uoguelph.ca/ccs/ccs-help.
Nov 20, 11:35 EST
Nov 25, 2019

No incidents reported.

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