Author Archives: Paul Fisher

Resolved: Internet Connectivity Problems

6:00 AM Update (5/10/2016): Our Internet Service provider reports that full service has been restored to our area. As always, please report any technology problems to the Technology Service Desk at 973-275-2222 or via email at servicedesk@shu.edu

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9:00 PM – Level 3 has reported that the network service disruptions affecting its customers with operations in the Northeastern United States are due to a fiber cut caused by third-party construction.  Additional damage to the infrastructure was found and repairs are underway but may take through the night.

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5:00 PM – The University’s Internet Service Provider (Level 3) is experiencing service disruptions in our region. As a result, some campus IT services may not work or may be slower than normal. We will provide more information when it becomes available.

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Read more about the Level 3 outage: http://money.cnn.com/2016/05/09/news/companies/time-warner-cable-cox-outages/index.html

It appears the most affected system is the SHU Portal. If you need to access Self Service Banner to submit or view grades, register for courses, or other work, please use the Self Service Banner (SSB) app in the PirateNet Dashboard rather than logging in through the SHU Portal.  This new app in the PirateNet Dashboard should look like the image below:

Banner SSB Chiclet in PirateNet

Banner SSB Chiclet in PirateNet

Banner Access Restored

2:00 PM – The Banner system is back online and fully functional.

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1:00 PM – The University’s administrative system, Banner, has experienced a problem and is currently offline. At this time we believe this outage is due to an update of the anti-virus and anti-malware tools recently installed on the system for additional protection of the University’s data.

University IT Services is working to restore services as soon as possible. The system has been restarted but may take several hours to complete full restoration. Most other services including Blackboard and email are not effected.

We will continue to update the community as more information becomes available.

If you have further questions please contact the Technology Service Desk at servicedesk@shu.edu or (973)275-2222.

Accessing Banner INB

It has come to our attention that due to yesterday’s Banner INB Application Server Upgrade, users are reporting problems accessing Banner INB.  If you are one of these users, you will likely receive the following error message when attempting to acces Banner INB:  “FRM-92160: Fatal error: web client version is too old”.

To resolve the problem please follow the instructions below:

1.  Close all programs (e.g. Word, Outlook)

2.  On your keyboard press and hold the Windows Flag Key and hit the letter “R

3.  Type “control” (without the quotes) in the box that appears and hit the enter key

3.  In the Control Panel set the “View by:” option to either Large Icons or Small Icons, look for and double click “Java” or “Java 32-bit”

4.  Click on the “Settings” button on the General Tab and then press the “Delete Files” button.

5.  In the “Delete Files and Applications” window, check off all three boxes and hit “OK” button.

The above steps will resolve the issue of connecting to INB.  If you continue to have a problem, please contact the Technology Service Desk at (973) 275-2222 or via e-mail at servicedesk@shu.edu.

 

Single Sign-On Outage

The vendor for the University’s Single Sign On application (Okta) has reported an unscheduled outage.  Systems Support is monitoring the outage.  In the meantime, to access the following University services, click on these links and log in directly:

There is no access to Blackboard at this time.

Printing is Unavailable in Information Commons

Update 12 Noon – Printing services have now been restored in Walsh Library Information Commons.

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Update 10:00 AM – University IT Services and PC Support Services has narrowed the problem in Walsh Library to an issue with the wired network card in the new computers being deployed to the Information Commons this week.  PC Support Services is updating the driver on these cards, which is the recommended fix from the manufacturer.

Services throughout the Walsh Library are affected but should be restored shortly.

If you need to print you can find additional printing locations in other buildings on campus.  Visit:  http://www.shu.edu/offices/technology/printing.cfm for a listing of those locations.

The next update will be at 12 Noon.

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Update 9:00 AM –  Printing is still unavailable in the Walsh Library Information Commons. University IT Services and PC Support Services is onsite continuing to work on the problem.

If you need to print you can find additional printing locations in other buildings on campus.  Visit:  http://www.shu.edu/offices/technology/printing.cfm for a listing of those locations.

The next update will be at @ 12 Noon

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Update 9:00 PM –  Printing is still unavailable in the Walsh Library Information Commons and will not be restored tonight.  Telecommunications and PC Support Service will be onsite at 8:00 AM tomorrow morning to continue troubleshooting the problem.

If you need to print you can find additional printing locations in other buildings on campus.  Visit:  http://www.shu.edu/offices/technology/printing.cfm for a listing of those locations.

The next update will be on 7/22/2014 @ 9:00 AM.

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Update 7:00 PM – Printing is still currently unavailable in the Walsh Library Information Commons.

Telecommunications and PC Support Services are still troubleshooting the underlying problem.

If you need to print you can find additional printing locations in other buildings on campus.  Visit:  http://www.shu.edu/offices/technology/printing.cfm for a listing of those locations.

The next update will be at 9:00 PM.

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We are currently experiencing problems printing in Walsh Library Information Commons.

PC Support Services and Networking are onsite working to restore services.

Next update will be 7:30 pm.

Network Storage Connection Problem

Resolved 7:15 PM – Most services have now been restored. Work will continue in the data center to address the root cause of the problem. Additional outages may be necessary to restore full capacity and redundancy. We will announce any planned outages.

Please report any issues to the Technology Service Desk at (973)275-2222 or servicedesk@shu.edu.

There will be no further updates.

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Update 5:20 PM – Banner Self Service and Banner INB has been restored.  University IT Services is verifying all services are running and stable.  All channels in PirateNet should now be working.
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Update 4:45 PM – Access to PirateNet has been restored.  However Banner Self Service is still not accessible.  Many channels in PirateNet will not work until Banner Self Service is restored.
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Update 4:15 PM – University IT Services has been able to re-attach the network storage.  Currently the disks are running a check to ensure they are healthy.  Once complete University IT Services will be able to restore systems that were affected.  The priority will be to restore access to PirateNet, Banner INB and Banner Self Service.  Other services will follow.

This process can take several hours but we will update this post as services are restored.

The next general update will be posted at 6:15 PM.
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Update 3:15 PM – University IT Services is in the active restore process with our partners.  We estimate this process will take several hours.  We will continue to post updates as systems become available.  The list of affected systems is below.  The next update will be posted at 4:15 PM.
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Update 2:15 PM – There is no change in status at this time but University IT Services is making progress in the restoration process.  The list of affected systems is below.  The next update will be posted at 3:15 PM
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Update 1:15 PM – There is no change in status at this time.  The list of affected systems is below.  The next update will be posted at 2:15 PM.
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Update 12:15 PM – University IT Services is still working with our partners to restore the systems connected to the network storage appliance.  While some progress has been made these systems are still not accessible.  The following is the list of systems affected:

PirateNet
Shared drives
Banner INB and Banner Self Service
EZProxy for library database access
Archive One
blogs.shu.edu, academic.shu.edu, applicant.shu.edu
DocPortal (sharepoint)
Cognos
SHUmobile app

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Update 11:15 AM – University IT Services is still working with our partners to restore systems connected to the network storage appliance.  The list of affected systems has been updated below.

The next update will be posted at 12:15 PM
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Update 10:15 AM – The following services are not reachable due to the network storage outage:

PirateNet , Shared drives, Banner INB and Banner Self Service, EZProxy for library database access, Archive One, blogs.shu.edu, academic.shu.edu, applicant.shu.edu, DocPortal (sharepoint), Cognos and SHUmobile.

IT Services continues to work with our partners to restore services as soon as possible.

The next update will be posted at 11:15 AM
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Outage 9:15 AM – There is currently a problem with the network attached storage device that is attached to Banner and PirateNet.  The community is not able to login or use services on either of these systems.

IT Services is aware of the issue and working with our partners to resolve the problem and restore functionality as soon as possible.

Faculty, Employee and Student email and Blackboard are NOT affected at this time.

Please check back here for further updates.  The next update will be at 10:15am.

 

Printing Not Available

Students are not able to print in campus computer labs and the Information Commons in Walsh Library.  University IT Services is aware of the problem and is working with our vendor to fix the issue.

Blackboard Send Email is Not Working

Issue resolved as of Tuesday, 4/1/14 12:00pm. Emails are now successfully being sent from Blackboard.
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Currently the Blackboard Learning System is unable to send email.  While announcements still work copies of the those announcements are not being sent via email at this time.

The TLT Center is aware of the issue and is working on a resolution with Blackboard Managed Hosting.

If you need to send an email to your class, you can download the class roster and copy and paste the email addresses into Outlook to send your message.  If you need help doing this please contact the Service Desk @ (973)275-2222 or the Instructional Designer assigned to your department.

Scheduled Restart of PirateNet Tonight @ 10pm

University IT Services will be performing a restart of PirateNet tonight, March 26, 2014, at 10pm.  While we anticipate no interruption in service as a result of the work, it cannot be entirely ruled out that there will be brief periods of intermittent connectivity as a result. We will make all efforts to keep service disruption, if any, to a minimum.

All other services, including Blackboard, Banner and email will not be impacted.