Webex Service Maintenance
Scheduled Maintenance Report for University of Guelph IT System
Completed
The scheduled maintenance has been completed.
Posted 3 months ago. Jul 29, 2019 - 16:16 EDT
Update
The WebEx service has been restored, thank you for your patience.

There was a very small percentage of accounts that did not automatically get migrated we will have those done manually by 1:30 PM. If you are not able to successfully use WebEx after 1:30 PM today please contact the CCS Help Center @ 58888 or 58888help@uoguelph.ca.
Posted 3 months ago. Jul 29, 2019 - 11:54 EDT
Update
Detailed testing has completed successfully, we are now starting to provision accounts.

Next update will be provided by noon.
Posted 3 months ago. Jul 29, 2019 - 11:01 EDT
Update
The vendor and CCS has worked through the night and has made progress, however more time is required to test the fixes and to complete the maintenance. This means for now the WebEx service at the University of Guelph remains unavailable.

Next update will be provided by noon.

Edited at 8:15am to add additional details.
Posted 3 months ago. Jul 29, 2019 - 08:06 EDT
Update
The University's new Webex site continues to be impacted. The vendor is actively working towards finding a root cause to the problem.

We will provide an update as soon as more information is available.
Posted 3 months ago. Jul 28, 2019 - 15:54 EDT
Update
Unfortunately, the problems with the University's new Webex site persist. We are continuing to work with the vendor to find a resolution to this problem as soon as possible.

We will provide an update by 3:00 PM.
Posted 3 months ago. Jul 28, 2019 - 11:37 EDT
Update
The vendor believes they have identified the root cause of the issue.

As a result of maintenance being performed on servers on which the University's new Webex site is stored, backup servers are currently being used. Some of these backup servers are not able to be resolved via domain name services (DNS) and as a result, we are experiencing service issues.

The maintenance is expected to be completed overnight, at which time the primary servers will be used and service issues are expected to be resolved.

We will provide an update by 12:00 PM on Sunday, July 28, 2019.
Posted 3 months ago. Jul 27, 2019 - 21:19 EDT
Update
Preliminary testing has discovered issues with the University's newly created Webex site. We are working with the vendor to try and resolve the issues. There is currently no estimated time to resolution at this time.
Posted 3 months ago. Jul 27, 2019 - 17:20 EDT
Update
The software reset of the University’s Webex site has been completed.

We will now begin configuring and testing the University’s Webex site. This will include restoring previous settings, configuring features now available on the new management platform, testing Webex functionality and features, and account administration.

We will update this page once the configuration and testing has been completed, along with the next step in the maintenance activity.
Posted 3 months ago. Jul 27, 2019 - 10:12 EDT
Update
The software version reset has still not been completed. We have reached out to the vendor for additional details.

The University’s Webex site remains unavailable.

We will provide an update by 12:00 PM on Saturday, July 27, 2019.
Posted 3 months ago. Jul 27, 2019 - 08:04 EDT
Update
The software version reset is taking longer than expected. The University’s Webex site remains unavailable.

We will provide an update by 12:00 PM on Saturday, July 27, 2019.
Posted 3 months ago. Jul 27, 2019 - 00:02 EDT
Update
The creation of the University’s Webex site (uoguelph.webex.com) on the new management platform has been completed.

We have submitted the request to the vendor to reset the software version of the new site to the same (locked down) version it was on the old management platform. It is expected this process could take a up to a few hours.

We will update this page once the software reset has been completed, along with the next step in the maintenance activity.
Posted 3 months ago. Jul 26, 2019 - 19:34 EDT
Update
The deletion of the University’s Webex site (uoguelph.webex.com) has been completed.

We have initiated the creation of the University’s Webex site on the new management platform. This process could take up to 24 hours to complete.

We will update this page once the creation process has been completed, along with the next step in the maintenance activity.
Posted 3 months ago. Jul 26, 2019 - 19:10 EDT
In progress
Scheduled maintenance is currently in progress. We will provide updates as necessary.
Posted 3 months ago. Jul 26, 2019 - 18:00 EDT
Scheduled
Beginning on Friday July 26 at 6:00 PM and ending on Monday July 29 at 8:00 AM, CCS will be performing maintenance on the University’s Webex service.

During this maintenance window, the University’s Webex service will be moved to a new management platform offered by the vendor and Webex services will be unavailable. This maintenance activity is required in order to deliver service improvements such as network recording – a feature requested by many clients.

Additionally, the new platform will allow for automatic account creation to improve making WebEx available to faculty and staff and it will allow for better integration with other services offered by CCS.

Unfortunately, due to limitations beyond our control, moving to the new management platform will require us to first delete the current University Webex site and then recreate it. This means that Webex meetings scheduled and created for a date after July 26th will be lost. Additionally, changes to Webex profiles (i.e. profile picture) will be reset as well.

There is currently no way to migrate this information. We apologize for this inconvenience, appreciate your understanding and ask that existing meetings are re-created, and profile customizations re-applied after the maintenance weekend.

CCS suggests reviewing and taking inventory of existing scheduled meetings so they can be re-created after the maintenance. The Webex web interface can be used to search for meetings (with a custom date range) for a complete list as a starting point. More information on how to do this will be posted to the CCS Webex service page.

If you have any questions or concerns, please contact the CCS Help Center @ 58888 or 58888help@uoguelph.ca.
Posted 3 months ago. Jul 12, 2019 - 12:30 EDT