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


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.


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.


Read more about the Level 3 outage:

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

Blackboard Scheduled Maintenance March 13

Maintenance has been successfully completed. Blackboard Learn is now available for use.


During the University’s regularly scheduled weekly maintenance, this Sunday, March 13, the Blackboard Learn servers will be upgraded to provide additional assessment options. 

Blackboard will be unavailable from 12 a.m. midnight through 8 a.m.  Please plan your work accordingly.

Banner Scheduled Maintenance: 2/27-28

Update:  2/28/2016 – 2:00 PM: All services are running as normal


Update 2/27/2016 – 2:00 PM: All Banner services are back online except the Banner Data Warehouse. The Luminis portal, Self Service Banner, the Touchnet payment gateway, and the like are all functioning normally at this time. We expect the Banner Data Warehouse to be back online by tomorrow afternoon (Sunday, 2/28). If you experience any problems with the campus portal, Self Service Banner, or the payment gateway, please call the Technology Service Desk at 973-275-2222.


Banner system maintenance is scheduled for this weekend, February 27-28. Banner services will be interrupted during this period. Details of what systems will be affected and when are outlined below.

The Banner system stores the University’s student, financial and employee data. As previously announced, a major upgrade of the University’s Banner system is under way to improve the performance and security of the system. The next phase of this upgrade is scheduled to begin starting Saturday, February 27th, at 6:00 AM. The affected services and times for restoration are outlined below. Please read this schedule carefully, as it has changed slightly as a result of performing the upgrades in test systems.

  • Starting Saturday, February 27th at 6:00 AM, all Banner systems will be taken offline for maintenance. This includes Self Service Banner (for viewing grades, viewing pay stubs, and the like), the TouchNet payment system (for paying Bursar bills), the Luminis portal (SHU Portal), and the Banner Data Warehouse (for Banner reports).
  • All Banner services except the Banner Data Warehouse (Banner reports) will be back on line Saturday evening (February 27th).
  • The Banner Data Warehouse (Banner reports) will be back on line Sunday evening (February 28th).

Other IT services, such as the University Website, campus e-mail, the campus network, Blackboard and the Campus Card system (for door access and meal plans) will not be affected by this maintenance.

Please contact the Technology Service Desk at (973) 275-2222 if you have any questions or concerns about this upgrade, or to report any problems with Banner or any other University IT systems.

Blackboard Emergency Maintenance February 3

The Blackboard monitoring team has notified the Department of Information Technology that the University’s Blackboard environment needs to undergo emergency maintenance.

In order to be proactive, this maintenance will require taking the system offline to prevent any performance issues.

As a result, Blackboard learning management system will not be available the morning of Wednesday, February 3rd from 2 to 4 a.m. Please plan accordingly

Banner Scheduled Maintenance Starts 12/27

Update of December 29, 10:00 AM

All Banner reports (Cognos, ODS and EDW) are back online and have been verified working.

At this time core Banner functions, including Self Service Banner, the Touchnet payment gateway for Banner, Banner INB, automated Banner feeds, Banner reports, Kronos time entry, and the like are verified to be working.

All other planned IT systems maintenance for the Winter Break is proceeding according to the published schedule (see below).

If you experience any problems using Banner, or any SHU IT Services, please report the incident to the Technology Service Desk at 973-275-2222. The Technology Service Desk is available 24×7 to assist you in using Banner or any University-supported system.  If a Banner service, or any other SHU IT service, is down, please ask the Technology Service Desk representative to escalate the issue to SHU IT Systems Support.


Update of December 28, 10:00 AM ET

The TouchNet payment gateway has been successfully updated and tested. Students can now review and pay their bills online via Self Service Banner.

Automated feeds in to and out of Banner have been resumed.

All other IT systems and services are being worked on according to schedule.


Update of December 27, 2:30 PM ET

At this time Self Service Banner is again available to students, faculty and employees to submit and view grades, view pay stubs, register for courses, view your class schedule, and the like.

IMPORTANT NOTE: The Touchnet payment gateway is not yet available, so students are not able at this time to view or pay their bills. Touchnet expects to update their system tomorrow around 9AM ET. Links to the Touchnet system in Self Service Banner have been disabled until those updates are made and tested.

Work on restoring other services is continuing according to schedule.


This is a reminder to the University community that all Banner services will be off line for maintenance starting Sunday, December 27, at 12:01 AM. During that time you will not be able to register for classes, view or pay a bill, submit or view grades, or view your pay stub or leave balances. Most Banner services will be restored by Monday, December 28 at 8:45 AM. Cognos reports will be off line through Tuesday, December 29, at 8:45 PM. Please see below for details.

Summary: The Banner administrative system and Cognos reports will be offline for maintenance beginning Sunday, December 27, at 12:01 AM. All Banner systems except Cognos will be back online at 8:45 AM on Monday, December 28. Cognos will be back online at 8:45 AM on Tuesday, December 29.

The Winter IT Maintenance is scheduled to take place from Sunday, December 27, 2015, through Friday, January 8, 2016. During this time most IT services will be up most of time. Moreover, University IT Services will strive to alert the University community of any scheduled outages. However, during this time some IT systems may be off line unexpectedly with little or no notice as necessary system upgrades take place.

At this time we are planning an upgrade to our Banner servers over the Winter Break. This will require that Banner be down for a significant period. The Banner system will be taken offline for this upgrade Sunday, December 27, 2015, at 12:01 AM. During that time Banner Self Service, Banner INB, Touchnet (online bill payments), Bosscars (online parking permits), Cognos (Banner reports), ePrint (certain Finance reports), and PSP (the applicant student portal) will be offline.

All Banner services except Cognos will be back online Monday, December 28, at 8:45 AM. Cognos will be back online Tuesday, December 29, at 8:45 AM.

The University Web site, the PirateNet portal, Microsoft Office 365, Blackboard Learn, and other IT services will not be affected during this time.

One important note:  Automatic file feeds into and out of Banner will be suspended from Wednesday, December 23, through Tuesday, December 29.  As a result, while Blackboard Learn will be available during this time, changes made in Banner to student course enrollments and faculty course assignments after Wednesday morning, December 23, will not be imported into Blackboard Learn until Tuesday morning, December 29. For example, a student who registers for a Spring class on December 24 will not see that class in Blackboard until December 29.

Some additional IT work has been scheduled during this maintenance period, as follows:

  • Monday, January 4: The campus wireless network will be upgraded. No downtime is expected.
  • Tuesday, January 5: The Sequoia food service system will be upgraded. Cash registers in the University Center, as well as Dunkin Donuts in Walsh Library, may be offline briefly during this upgrade.
  • Wednesday, January 6: The Windows server providing the shared drives for academic and administrative departments (e.g., the “S:” drives, “T:” drives, etc.) will be upgraded. No downtime is expected, but logging in the first time following the upgrade may take longer than normal.

Additional upgrades to the Banner servers are required, but have been deferred to minimize the Banner downtime necessary over the Winter Break. This last phase of the Banner upgrade is tentatively scheduled to begin Saturday, February 27, at 7:00 AM. All Banner services except Cognos will be available Monday, February 29, at 8:45 AM. Cognos will be available Tuesday, March 1, at 8:45 AM.

Additional reminders about Winter IT maintenance, as well as any changes to this schedule, will be sent out later in December.

As a reminder to the University community, IT performs maintenance and patching to critical IT systems each week on Sunday morning, from 12:01 AM until 7:00 AM. Systems may be down during that period without warning. For more extensive upgrades, IT schedules two longer maintenance periods each year, one in August between the end of summer classes and the start of fall classes, and over the Winter recess between Christmas and the start of spring classes.

And as always, please call the Technology Service Desk (973-275-2222) if you experience any technology issues or if you have any questions or concerns regarding the IT maintenance schedule.

Stephen G. Landry, Ph.D.
Chief Information Officer

Banner Access Restored

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


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 or (973)275-2222.

Reduced Functionality in Okta/PirateNet (Resolved)

The Technology Service Desk is reporting that users are experiencing an issue where they are not able to access “Blackboard” and/or “SHU Portal” from the Okta/PirateNet site.

Support personnel are aware of the problem and are working to resolve it.  Status updates will be posted regularly.

03:45pm – Issue was resolved and Okta/Piratenet is functioning as expected.