University of Guelph IT System Status

Identified - We have identified suspected root cause where some users were not able to run reports.
Steps have been taken to address this and more testing is being done.

More updates to come tomorrow.

We appreciate your patience and support as we work to resolve this issue.
Apr 9, 17:40 EDT

Investigating - We are continuing to investigate this issue.
Apr 9, 10:02 EDT

Update - Access to FRS has been removed due to reports of issues. We'll continue investigating.

We will provide updates on this page until resolution of the issue.

We appreciate your patience and support as we work to resolve this issue.
Apr 8, 15:08 EDT

Monitoring - FRS is now available. A fix has been implemented and we continue to monitor the issue.
Apr 8, 14:42 EDT

Identified - We have identified the root cause of the issue; however, services still remain impacted. Should you require assistance during this time, please contact the CCS Help Centre at 519-824-4120 x58888 or IThelp@uoguelph.ca. If after hours, please leave a message and your call will be returned on the next business day.

We will provide updates on this page until resolution of the issue.

We appreciate your patience and support as we work to resolve this issue.
Apr 8, 10:30 EDT

Investigating - We are experiencing an issue with the Financial Reporting System (FRS) as a result of an issue with the overnight interface. We are currently investigating the cause of this issue.

Should you require assistance during this time, please contact the CCS Help Centre at 519-824-4120 x58888 or IThelp@uoguelph.ca. If after hours, please leave a message and your call will be returned on the next business day.

We will provide updates on this page until resolution of the issue. Next update will be at approximately 11:00 AM.

We appreciate your patience and support as we work to resolve this issue.
Apr 8, 09:57 EDT

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.

Past Incidents

Apr 9, 2020

Drupal Web Sites Scheduled Maintenance

Completed - The scheduled maintenance has been completed.
Apr 9, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 9, 06:00 EDT

Scheduled - Drupal web sites managed by CCS will be undergoing maintenance. No interruption in service is expected.

For more information please contact the CCS Help Centre at x58888 or email IThelp@uoguelph.ca or visit http://www.uoguelph.ca/ccs/ccs-help.
Apr 8, 08:49 EDT

Apr 7, 2020

Drupal Web Sites Scheduled Maintenance

Completed - The scheduled maintenance has been completed.
Apr 7, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Apr 7, 06:00 EDT

Apr 6, 2020

No incidents reported.

Apr 5, 2020

No incidents reported.

Apr 4, 2020

No incidents reported.

Apr 3, 2020

No incidents reported.

Apr 2, 2020

No incidents reported.

Apr 1, 2020

No incidents reported.

Mar 31, 2020

Student Information Systems - Colleague Self-Service and WebAdvisor

Completed - The scheduled maintenance has been completed.
Mar 31, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 31, 06:00 EDT

Update - We will be undergoing scheduled maintenance during this time.
Mar 30, 15:21 EDT

Update - We will be undergoing scheduled maintenance during this time.
Mar 30, 15:01 EDT

Scheduled - CCS is planning to perform systems maintenance on Colleague Self-Service and WebAdvisor on Tuesday, March 31 from 6:00 am to 8:00 am.

Access to most features of WebAdvisor will remain available during this time, with the following exceptions:

The Financial Account View will be unavailable.

If you are a Graduate and Postdoctoral Studies applicant, you will not be able to upload documents to your application and/or view a decision that was made regarding your application until after 8:00 am.
Mar 30, 13:55 EDT

Federated Access Management (Shibboleth IdP) Maintenance

Completed - The scheduled maintenance has been completed.
Mar 31, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 31, 06:00 EDT

Scheduled - The Federated Access Management (Shibboleth IdP) service will be undergoing maintenance. No downtime is expected.

The Federated Access Management (Shibboleth IdP) service provides authentication or web single sign-on to many services on campus, including (but not limited to): Gryph Mail/Office 365, Online Surveys (Qualtrics), WebEx, Software Distribution, Library Off-Campus Sign-on, Library Course Reserve, Gryph Life, and the OpenEd Student Portal.

For more information, please contact the CCS Help Centre at 519-824-4120 Ext 58888 or 58888help@uoguelph.ca.
Mar 27, 15:11 EDT

Mar 30, 2020

CCS Service Interruption: VPN connection issues

Resolved - Services have been stable for a week. While we are still working with the vendor on analysis of root cause, we have put fail-over mechanisms in place. They should ensure the availability of the service, even if the same problem is encountered again until we have a permanent fix in place.
Mar 30, 22:01 EDT

Update - In order to stabilize services we had configured two methods of leasing DHCP addresses to a remote computer when logging in to VPN. We are currently experiencing an issue with the primary method and are investigating.

VPN connections will continue to work, but the login process can take longer than usual (up to 2 minutes in the worst case). This will only affect how long it takes to login, once authenticated clients can work normally.

We have re-engaged the vendor in order to further investigate and apologize for any inconvenience this may cause.
Mar 24, 12:13 EDT

Update - We have seen a good and solid increase of VPN connections throughout the morning and confirmed that these connections use the newly allocated address pool.

While there were still a couple of individual reports of having trouble connecting to the service, they have been isolated incidents.

As a gentle reminder: A VPN connection is valid for 48 hours. After this time, you will be disconnected and asked to log in again.

We will continue to monitor services throughout today, but evidence so far indicates that the capacity related VPN issues from yesterday have been resolved.

If you are encountering an issue, please contact the helpdesk and provide your username and the time you encountered the problem in the ticket.
Mar 18, 11:31 EDT

Update - We have been working with vendor support throughout the evening/morning. The error messages we have seen earlier have stopped. We should be able to leverage the additional range now. Due to low utilization at night, we will confirm in the morning when VPN numbers are expected to climb. The support case with the vendor remains open and we will re-engage immediately, if we see any additional problems.

Should you encounter problems when trying to connect to VPN, please contact the CCS Help Centre at IThelp@uoguelph.ca.
Mar 18, 02:48 EDT

Update - We have completed the maintenance to add additional address space for VPN services. Unfortunately we have encountered some issues that still prevent us from leveraging the added resources. This has been escalated with the vendor and the team is actively working with support engineers find a fix.

We appreciate everybody's patience and support and will provide updates as they become available.
Mar 17, 21:08 EDT

Update - The previously mentioned increase of capacity seems to be working now. Users should be able to connect to VPN. We are planning to add more capacity at the end of the business day to further support our clients working remotely. CCS will continue to monitor the service to ensure it remains stable after the additional capacity is added tonight.
Mar 17, 14:23 EDT

Update - We are still receiving complaints that some clients are unable to connect via VPN and continue to investigate. Our focus is to make the service stable as soon as we can and will provide additional updates as they become available.
Mar 17, 11:21 EDT

Monitoring - We have added additional resources to the VPN service which should resolve the issue. Clients that were previously unable to connect should try to connect again. We will continue to monitor the service to see if further adjustments are required.

We apologize for any inconvenience this has caused.
Mar 17, 10:40 EDT

Investigating - We have received reports from clients stating they are unable to connect to VPN or have been kicked out. We are actively looking into this issue with the highest priority and hope to have the problem resolved quickly.

Will provide updates on here.

Should you require assistance, please contact the CCS Help Centre at 519-824-4120 x58888 or IThelp@uoguelph.ca. If after hours, please leave a message and your call will be returned on the next business day.

We will provide updates on this page until resolution of the issue. Next update will be at approximately 11 am.

We appreciate your patience and support as we work to resolve this issue.
Mar 17, 10:16 EDT

CCS Service Interruption: Several websites down

Resolved - We have implemented a fix and affected websites are now back online. We apologize for any inconvenience.

We appreciate your patience and support during this service interruption.
Mar 30, 21:00 EDT

Identified - We have identified the cause of the issue; however, services still remain impacted. We anticipate services to be back online as of 9:00 PM.

We will provide updates on this page until resolution of the issue. Next update will be at approximately 9:00 PM.

We appreciate your patience and support as we work to resolve this issue.
Mar 30, 20:51 EDT

Investigating - We are experiencing several U of G website outages as of approximately 8:10 PM. Websites affected belong to Colleges, Departments, and administrative units, including uoguelph.ca/ccs, uoguelph.ca/hr, and uoguelph.ca/arts.

The U of G homepage and COVID-19 pages are not affected.

We are currently investigating the cause of these issues.

We will provide updates on this page until resolution of the issue. Next update will be at approximately 9:00 PM.

We appreciate your patience and support as we work to resolve this issue.
Mar 30, 20:24 EDT

Mar 29, 2020

No incidents reported.

Mar 28, 2020

Student Information Systems - Colleague Maintenance

Completed - The Colleague software updates have been installed and all access to Colleague UI, WebAdvisor and Self-Service and Informer is available.

Colleague UI has been updated to version 5.12. You will be directed to the new version when you visit the regular Colleague UI web page. If you encounter any problems connecting, first please try clearing your browser cache. If you still experience problems after that, please let us know by contacting the CCS Help Centre at ithelp@uoguelph.ca.
Mar 28, 07:39 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 28, 06:00 EDT

Scheduled - The CCS EA Student Information Systems team will install Ellucian’s quarterly Colleague software updates between 6:00 am and 9:00 am on Saturday, March 28. These software updates include a number of bug fixes and feature enhancements released by Ellucian.

There will be a few brief interruptions to Colleague UI, WebAdvisor, Self-Service and Informer while some of these updates are being applied. Full access to Colleague will be available after 9:00 am.
Mar 25, 15:57 EDT

Mar 27, 2020

No incidents reported.

Mar 26, 2020

Drupal Web Sites Scheduled Maintenance

Completed - The scheduled maintenance has been completed.
Mar 26, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 06:00 EDT

ImageNow/WebNow Maintenance

Completed - The scheduled maintenance has been completed.
Mar 26, 08:00 EDT

In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Mar 26, 06:00 EDT

Scheduled - Please be advised that due to maintenance activities, ImageNow/WebNow/Content Apps will not be available between the hours of 6AM and 8AM on Tuesday March 26th.
Mar 12, 11:51 EDT

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